Omnichannel CRM
Powered by Intelligence
An AI-powered customer engagement platform that collapses fragmented legacy systems into a single unified CRM.
- V1
- Delivered Jan 2026
- Unified
- case, ticket & customer data
Omnichannel CRM is an AI-powered customer engagement platform built to transform customer service into a high-efficiency engine by collapsing fragmented legacy systems into a single unified CRM.
It consolidates every customer engagement touchpoint, resolution tool, and account management function into one system, putting support resources a few clicks away, accelerating turnaround times, and lifting customer satisfaction while stripping out the high cost of manual service.
The Challenge
Customer engagement spread across fragmented, disconnected legacy systems
No single source of truth for case, ticket, or customer account data
Manual handling of tickets and escalations slowed resolution times
Limited visibility into SLA compliance and agent performance
High cost of maintaining multiple overlapping tools
How we approached it
Unified AI-powered omnichannel CRM covering case management, ticketing, and customer management
Multichannel ticketing across email and social media with AI co-pilot support
Built-in governance with configurable SLAs and compliance tracking
Role-based access, audit/activity tracking, and real-time notifications
Phased roadmap introducing AI agents, call management, and CX measurement
What it delivered
V1 delivered a complete case management, ticketing, and governance foundation in January 2026
SLA logic and compliance tracking gave managers real-time visibility into agent performance
Centralized customer profiles linked cases and tickets, removing duplicate lookups across systems
Notification and audit infrastructure established the groundwork for AI-driven iterations
Roadmap covering the phased rollout of CBN integration, AI agents, omnichannel social support, and the mobile application
Why it matters
Consolidation onto a single platform reduces licensing and infrastructure spend while eliminating the coordination cost of managing disparate systems
AI-assisted resolution and sentiment analysis compress service cycle times, directly improving cost-to-serve and customer retention economics
Embedded governance, SLA tracking, and audit trails de-risk regulatory exposure and strengthen compliance posture
A phased delivery roadmap allows capability to scale in step with demand, protecting continuity of live operations throughout rollout
What's inside
How we built it
- 1
Discovery
Mapped fragmented legacy workflows across contact centre, resolution teams, and account management to define the unified CRM scope
- 2
Product Strategy
Defined a phased roadmap prioritising cost savings, unified relationship management, and inclusion of every support channel
- 3
First Build V1
Delivered case management, ticketing, customer management, governance, reporting, notifications, and audit tracking
- 4
Stabilise
Optimised V1 modules and resolved issues based on live user feedback
- 5
Iterate V2 to V4
Phased delivery of CBN integration, AI agents, call management, omnichannel social support, CX measurement, and mobile app build
- 6
Governance
Monthly sprint cycles with full version rollouts on a 3-month delivery cycle, aligned to cross-functional dependencies and resource availability
Elevate your
product standards.
Stop wondering if your product works. Get actionable insights and precise design that drive real business results.