Backoffice Solution for Enel X B2B Platform

Backoffice Solution for Enel X B2B Platform

Backoffice Solution for Enel X B2B Platform

Overview

Overview

Enel X needed a solution to effectively manage and centralize its B2B operations. Until then, internal teams relied entirely on developers for any administrative action or data query, causing delays and limiting responsiveness. There was no back-office platform; all management was conducted through direct database queries and manual processes in disconnected tools, resulting in bottlenecks and a high margin for error.

As a Product Designer, my role was to lead the design and development of an intuitive, modular, and scalable back-office platform that would empower the internal team with the necessary tools to manage critical customer information, technical support, and schedule maintenance, as well as oversee customer satisfaction metrics.



Enel X needed a solution to effectively manage and centralize its B2B operations. Until then, internal teams relied entirely on developers for any administrative action or data query, causing delays and limiting responsiveness. There was no back-office platform; all management was conducted through direct database queries and manual processes in disconnected tools, resulting in bottlenecks and a high margin for error.

As a Product Designer, my role was to lead the design and development of an intuitive, modular, and scalable back-office platform that would empower the internal team with the necessary tools to manage critical customer information, technical support, and schedule maintenance, as well as oversee customer satisfaction metrics.



Problem / Solution

Problem / Solution

Identified Problems:

  • Dependency on Development: Administrators did not have their own interface and constantly required developer assistance to access information, configure clients, or modify data.

  • Lack of Integration: Metrics management, maintenance, and permissions were handled separately across multiple tools, creating a fragmented experience prone to errors.

  • Limited Scalability and Flexibility: Without a modular system, it was challenging to add functionalities or adapt operations to rapid changes in the energy industry.

  • Inefficiency and Slow Customer Support: The lack of a centralized system affected response times and support quality, which in turn negatively impacted customer satisfaction.

Proposed Solution:

  • Comprehensive Back-Office Design: Creation of a modular and scalable back-office platform that integrates all functionalities in an intuitive and user-friendly interface.

  • Administrator Autonomy: Equipping internal users with self-management tools to administer clients, monitor performance, schedule maintenance, and control access roles without relying on developers.

  • User Experience Optimization: Clear and accessible navigation structure to reduce task friction and streamline response times.

  • Data Management Centralization: Integration of all relevant information sources, allowing administrators to manage satisfaction metrics (NPS) and support queries in one place.



Identified Problems:

  • Dependency on Development: Administrators did not have their own interface and constantly required developer assistance to access information, configure clients, or modify data.

  • Lack of Integration: Metrics management, maintenance, and permissions were handled separately across multiple tools, creating a fragmented experience prone to errors.

  • Limited Scalability and Flexibility: Without a modular system, it was challenging to add functionalities or adapt operations to rapid changes in the energy industry.

  • Inefficiency and Slow Customer Support: The lack of a centralized system affected response times and support quality, which in turn negatively impacted customer satisfaction.

Proposed Solution:

  • Comprehensive Back-Office Design: Creation of a modular and scalable back-office platform that integrates all functionalities in an intuitive and user-friendly interface.

  • Administrator Autonomy: Equipping internal users with self-management tools to administer clients, monitor performance, schedule maintenance, and control access roles without relying on developers.

  • User Experience Optimization: Clear and accessible navigation structure to reduce task friction and streamline response times.

  • Data Management Centralization: Integration of all relevant information sources, allowing administrators to manage satisfaction metrics (NPS) and support queries in one place.



User Challenge

User Challenge

  • Before the Redesign: Enel X administrators faced multiple barriers to accessing and managing information. The process was slow and highly dependent on other teams, leading to frustration and affecting productivity.

    Main Challenge: Create a system that would provide administrators with the tools and autonomy needed to efficiently perform their tasks without having to rely on other teams.



  • Before the Redesign: Enel X administrators faced multiple barriers to accessing and managing information. The process was slow and highly dependent on other teams, leading to frustration and affecting productivity.

    Main Challenge: Create a system that would provide administrators with the tools and autonomy needed to efficiently perform their tasks without having to rely on other teams.



Technical Challenge

Technical Challenge

  • Enel X’s success in the B2B segment relied heavily on the efficiency with which they could manage and respond to customer needs. Without a back-office system, the company faced significant limitations in its responsiveness and, consequently, in customer satisfaction.

    Challenge: Develop a solution that not only improved internal processes and operational efficiency but also increased customer satisfaction by reducing waiting times and optimizing service.

  • Enel X’s success in the B2B segment relied heavily on the efficiency with which they could manage and respond to customer needs. Without a back-office system, the company faced significant limitations in its responsiveness and, consequently, in customer satisfaction.

    Challenge: Develop a solution that not only improved internal processes and operational efficiency but also increased customer satisfaction by reducing waiting times and optimizing service.

Business Challenge

Business Challenge

  • Enel X’s success in the B2B segment relied heavily on the efficiency with which they could manage and respond to customer needs. Without a back-office system, the company faced significant limitations in its responsiveness and, consequently, in customer satisfaction.

    Challenge: Develop a solution that not only improved internal processes and operational efficiency but also increased customer satisfaction by reducing waiting times and optimizing service.

  • Enel X’s success in the B2B segment relied heavily on the efficiency with which they could manage and respond to customer needs. Without a back-office system, the company faced significant limitations in its responsiveness and, consequently, in customer satisfaction.

    Challenge: Develop a solution that not only improved internal processes and operational efficiency but also increased customer satisfaction by reducing waiting times and optimizing service.

Results

Results

  • The back-office redesign and implementation yielded substantial improvements:

    • Reduction in Response Times: Operational independence for administrators led to a 50% reduction in resolution times for common issues.

    • Increase in Customer Satisfaction: By improving support efficiency and decision-making speed, the NPS rose by 40%.

    • Administrative Team Autonomy: With the ability to independently manage roles, permissions, and data, dependency on the development team for administrative tasks dropped by 60%.

    • Improved Role and Permission Management: The modular platform allowed precise access management, reducing the risk of errors and unauthorized access by 30%.

  • The back-office redesign and implementation yielded substantial improvements:

    • Reduction in Response Times: Operational independence for administrators led to a 50% reduction in resolution times for common issues.

    • Increase in Customer Satisfaction: By improving support efficiency and decision-making speed, the NPS rose by 40%.

    • Administrative Team Autonomy: With the ability to independently manage roles, permissions, and data, dependency on the development team for administrative tasks dropped by 60%.

    • Improved Role and Permission Management: The modular platform allowed precise access management, reducing the risk of errors and unauthorized access by 30%.

Next Steps

Next Steps

  • Expanding Reporting Functionalities: Incorporate advanced data analysis tools to allow administrators to identify usage patterns, maintenance trends, and service optimization opportunities.

  • Integration of Predictive Maintenance: Add functions to enable automatic scheduling of maintenance based on historical data and artificial intelligence models.

  • Continuous UX Optimization: Conduct periodic usability tests to identify potential improvements in user experience and implement changes according to the needs of the administration team.

  • Expanding Reporting Functionalities: Incorporate advanced data analysis tools to allow administrators to identify usage patterns, maintenance trends, and service optimization opportunities.

  • Integration of Predictive Maintenance: Add functions to enable automatic scheduling of maintenance based on historical data and artificial intelligence models.

  • Continuous UX Optimization: Conduct periodic usability tests to identify potential improvements in user experience and implement changes according to the needs of the administration team.

Learnings

Learnings

  • Empowering the Internal User: Providing administrators with self-management tools significantly optimized team efficiency, demonstrating that a user-centered design not only improves the external customer experience but also the internal one.

  • Value of Centralization: Integrating various functionalities into a single system allowed for a smoother user experience and eliminated duplicated work.

  • Importance of Modularity: Designing a modular structure was key to ensuring platform scalability and facilitating future updates without interruptions.

  • Empowering the Internal User: Providing administrators with self-management tools significantly optimized team efficiency, demonstrating that a user-centered design not only improves the external customer experience but also the internal one.

  • Value of Centralization: Integrating various functionalities into a single system allowed for a smoother user experience and eliminated duplicated work.

  • Importance of Modularity: Designing a modular structure was key to ensuring platform scalability and facilitating future updates without interruptions.

Recommendations

Recommendations

Automation of Repetitive Processes: Incorporate automation in tasks such as report generation and maintenance scheduling to further enhance efficiency.

  • Customization of Experiences: Create customizable interfaces to allow administrators to organize and view information according to their specific needs.

  • Continuous Impact Measurement: Implement a metrics system to continuously evaluate the platform’s impact on customer satisfaction and internal efficiency.

Automation of Repetitive Processes: Incorporate automation in tasks such as report generation and maintenance scheduling to further enhance efficiency.

  • Customization of Experiences: Create customizable interfaces to allow administrators to organize and view information according to their specific needs.

  • Continuous Impact Measurement: Implement a metrics system to continuously evaluate the platform’s impact on customer satisfaction and internal efficiency.

Este diseño fue creado por Daniel Marín para BTI Lab como parte del proyecto Clout Fantasy realizado para uno de sus clientes. Los derechos de explotación comercial pertenecen a BTI Lab. Este diseño se muestra únicamente con fines de portafolio personal y sin ánimo de lucro, respetando los derechos morales de autor y los derechos patrimoniales de la empresa contratante.

Se prohíbe cualquier uso comercial o modificación no autorizada de este diseño.

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