SokoCall.avif

Challenge: Unlocking Revenue by Optimizing Sales Workflows

Soko Call is Twiga Foods' essential toll-free solution, enabling vendors to place orders via phone. The existing platform, relied upon by Call Centre Executives (CCEs), was critically flawed: unintuitive navigation and inefficient product search significantly compromised the time CCEs took to process orders and execute crucial upsells.

The challenge was to execute a rapid, intelligent redesign that would not only achieve feature parity with the customer-facing Soko Yetu app but also directly address these core UX flows to reduce operational friction and accelerate revenue generation.

Results: Direct Impact on Operational Efficiency and Sales

This intelligent platform revamp transformed Soko Call into a high-performance sales tool, yielding significant, measurable improvements:

My Approach: Strategy and Workflow Intelligence

Advocating for an Intelligent Overhaul: I initiated the project by immersing myself in the call center environment, conducting months of observation and gathering extensive feedback from CCEs and team leads.

• Action: My research pinpointed inefficient workflows, which led me to advocate for a complete platform overhaul—not just a light reskin—focused on accelerated workflows and feature parity with the customer app.
• Outcome: Proactively involving Engineering early on ensured that the design strategy was validated for technical feasibility from the very first research phase, setting up the project for smooth implementation.

Designing for Sales Acceleration and Feature Parity: A core goal was to embed speed into the checkout process while achieving functional parity with the consumer app's product discovery.

• Action: I introduced critical workflow features, such as a "quick add to cart" button directly on search results, allowing CCEs to bypass multiple steps and significantly accelerating order placement and upsell opportunities.
• Action: Recognizing the heavy usage pattern, I championed and implemented Dark Mode (a solution CCEs were previously rigging with browser plug-ins), enhancing accessibility and comfort for extended use.
• Action: I integrated new business functionalities, such as promoting affordable health insurance, successfully incorporating diverse cross-functional objectives into a seamless, non-disruptive CCE workflow.

Strategic Gamification to Drive Performance: Observing underutilized prime screen real estate and recognizing a need for continuous performance motivation, I introduced a performance strategy that went beyond standard tooling.