Without a unified system, scaling revenue required linearly scaling headcount—a financially unsustainable model. The challenge was to decouple growth from operational costs and transform the department from reactive support into a proactive revenue engine.
Collaborated with the R&D backend team to deploy a custom Chatbot Discovery App within the web2app funnel. This replaced manual questionnaires with structured data capture, routing client requirements directly into Airtable without human intervention.
Leveraged insights from the CSM Team to map critical touchpoints and usage patterns. Integrated Bitrix24 Open Lines and WhatsApp, centralizing communication to empower the frontline team with real-time data, significantly increasing operational speed and personalization.
Identified structural bottlenecks and re-engineered the workflow logic in partnership with the CSOM Director. Architected a predictive analytics layer (DataRobot) to continuously monitor health metrics, transitioning the department to a fully data-driven operational model.
- -30% Onboarding Time: Standardized workflows reduced cycle time to under 5 days.
- -20% Time-to-Value: Accelerated client activation through automated data collection and "Verbal Close" triggers.
- +15% SQL Increase: Feedback loops from onboarding improved lead qualification accuracy for Marketing.
- >90% CSAT: Consistent, error-free communication significantly raised customer satisfaction scores.
- Operational Scalability: Achieved 25% reduction in manual tasks, decoupling revenue growth from headcount requirements.
