MultiMega CRM
Custom Order Management That Eliminated Phone-Based Tracking
Designed and built a custom CRM for MultiMega Servicios — centralizing order tracking, cutting phone inquiries 30%, and boosting team productivity 80% through real-time client self-service.
Role
UX Designer & Front-End Developer
Timeline
12 weeks
Year
2023
Team
- 2 Developers
- Administrators
- Stakeholders
The Problem
Why this mattered.
MultiMega Servicios managed orders through phone calls, scattered spreadsheets, and fragmented communication. No centralized system meant no real-time visibility — staff spent hours chasing status updates instead of processing orders.
The volume of status-request calls wasn't a client behavior problem — it was an information availability problem. Give clients self-serve visibility and the calls stop.
Starting Baseline
Order status required phone inquiry · fragmented data across teams · no real-time tracking
Discovery
What the research revealed.
Stakeholder interviews across sales, operations, and admin teams; analysis of existing workflows; benchmarking against comparable CRM systems
Clients preferred self-service tracking — they weren't demanding phone support, they had no alternative
Staff needed centralized order data with notes, scheduling, and image uploads — multiple disconnected tools were creating errors
Real-time status visibility would eliminate most inbound inquiries without any process change on the client side
Solution
The architecture.
Centralized CRM with real-time order tracking, client self-service portal, integrated communication, and events/notes system — all aligned to MultiMega's brand identity.
Order dashboard — centralized real-time status for all active orders
Client self-service portal — order status without a phone call
Notes + image upload per order — full context in one place
Event scheduling — team coordination without external tools
Audit trail — accountability for all order actions
Design Process
Functional clarity. Every screen had a single job — do that job with zero ambiguity.
Phase 1: Wireframes & stakeholder validation
Defined user flows before any visual design. Prototypes validated with stakeholders — prevented late-stage misalignment.
Phase 2: UI refinement
FinalIterated through usability testing with administrators — the power users — not just executives.
Specifications
Led UX design, wireframing, prototyping, and front-end development. Responsive across desktop and tablet. Brand-aligned component library.
Constraints & Solutions
Existing backend data structure was rigid and couldn't be modified. Designed the UI to make legacy data feel modern without any backend refactor.
Outcomes
What moved.
| Metric | Before | After | Delta |
|---|---|---|---|
| Team Productivity | Baseline | +80% | ↑80% |
| Phone Inquiries | Baseline | -30% | ↓30% |
| Client Satisfaction | Baseline | +100% | ↑100% |
| Order Processing Time | Baseline | -40% | ↓40% |
Impact
Eliminated the primary driver of support volume. Staff shifted from reactive inquiry handling to proactive order management.