Putting People at the Heart of Every Interaction

In today's multi-channel world, customers expect seamless experiences regardless of how they choose to connect with you. I specialise in creating CRM solutions that place the person at the centre of every interaction, ensuring their journey is consistent and meaningful across all touchpoints.

My CRM Expertise

Strategic Product Management: I've led the end-to-end development of CRM systems from conception to implementation, including building a comprehensive CRM platform from the ground up for a major Housing Association. My approach focuses on understanding real user needs and translating complex requirements into intuitive, powerful solutions.

Dashboard Innovation: Recognising that information overload can cripple productivity, I've redesigned CRM dashboards to present the right information at the right time. My work includes developing intelligent application layers that sit atop existing CRM systems, filtering noise and highlighting what agents truly need to serve customers effectively.

Multi-Channel Integration: Whether your customers prefer phone calls, SMS, web chat, or self-service portals, I ensure every interaction is captured, logged, and accessible. This comprehensive approach means no conversation is lost, and every team member has the complete picture.

What I Deliver

Unified Customer Experience: I create systems that manage all customer interactions across the full spectrum of channels—telephone, email, mail, SMS, online self-service, and social media—ensuring consistency and continuity.

Data-Driven Insights: Through centralised, accessible data architecture, I establish "one version of the truth" that helps teams truly know and understand their customers, leading to more personalised and effective service.

First-Contact Resolution: My solutions are designed to empower agents with the right information and tools to resolve customer queries at the first point of contact, improving satisfaction while reducing operational costs.