Fintech
B2B
Website
Manage your business need with one platform
Project Overview
SQE offers various services utilized by multiple Sinarmas subsidiaries. Each service possesses its own independent content management system, creating significant challenges for the internal team. These challenges include gathering data usage, managing customer data, and collecting invoices. Most critically, when collecting invoices from customers across different services, the team must contact developers to export data usage for each service and customer, leading to inefficiencies.
Objective
To integrate all services into a single platform, allowing users to manage business operations, collect usage data, and send invoices to each business unit seamlessly.
Impact
Reduce SLA up to 80% this can be achive because previously team business operational relay with team tech (Backend) to create, update and delete data customer / client including collecting data usage from each service that customer / client use from database.
Stackholder Descission
After multiple discussions with our stakeholders (Business Operations Team), we conducted a Focus Group Discussion (FGD) to gain deeper insights into the current challenges users face. This session helped us better understand their workflow, pain points, and opportunities for improvement, ensuring that our solutions align with both user needs and business objectives.
Here are some key pain points shared by stakeholders:
The Business Operations team currently relies on the Backend team whenever they need to add client data or collect service usage data for invoicing purposes. This dependency creates inefficiencies and delays, making the process less scalable as the business grows.
The invoice collection process is heavily reliant on the backend due to its manual nature. This can take over a week, involving exporting and matching data. If discrepancies arise, the process becomes even longer, causing delays in invoicing and potential operational inefficiencies.
The Business Operations team has to log into multiple back-office platforms to track service usage for each business function. This fragmented workflow not only slows down efficiency but also increases the risk of data inconsistencies and operational bottlenecks.
Product Research
I conducted competitor research on platforms like CRM systems, Stripe, Shopify, and Mekari Account to gain deeper insights into SaaS products. This helped me understand industry standards, best practices, and potential improvements we could apply to our own platform.
Design Process
initiated discussion with project manager and developer to conduct affinity mapping
The outcome of this discussion helps us prioritize key goals, ensuring we stay on track with the timeline. We also map out the essential features that the Business Operational team needs to address their challenges effectively.
First Phase - Dashboard Analytic
After completing the affinity mapping, we aligned on Phase One focusing on building a centralized analytics system. This will help users monitor service usage for each client within a single platform SQE Portal, eliminating the need for multiple tools.
Second Phase - Management Business Unit & Service Management
In Phase 2, we focused on enhancing Business Unit Management and Service Management to give users more control over client data and pricing.
Key improvements:
Users can now add and edit client data, including business unit details, PIC information, services used, tax configurations, and discounts.
We introduced custom pricing options for each feature, allowing users to set prices based on NDA negotiations.
Users can now update service prices for each feature, ensuring flexibility and accuracy in billing.
Third Phase - User Testing & Iteration Flow
In Phase 3, we allowed users to test the platform after development was completed to gather feedback. This approach was more efficient since users could explore the system freely while staying within our predefined timeframe.
Here are some key insights from user feedback:
Users found it inconvenient to switch between menus to view data analytics and business unit information.
In the business unit list, users wanted a clear indication of which services had customized pricing and which were still set to default. This was crucial due to individual NDA agreements with each client.
Some users felt confused about the process of updating service prices.
Increase the process of invoice collection
Users can easily customize service pricing based on agreements with business units using the SQE service.
With a centralized management platform, users can effortlessly manage and monitor service usage without logging into multiple platforms.
Improves resource efficiency across other services, allowing teams to focus on enhancing service quality.
