A centralised internal platform built to streamline the customer success team's workflow — replacing scattered spreadsheets and manual processes with a single, structured tool.
The fragmentation was causing things to fall through the cracks. The solution needed to be simple enough for the whole team to adopt quickly, without requiring a major migration.
I scoped, designed, and built the internal tool using no-code platforms — working directly with the CS team to understand their daily workflows before building anything.
The tool gave the CS team a single source of truth. Ticket response time improved, and the team spent less time searching for information and more time resolving customer issues.