Ruangguru CRM

Ruangguru CRM

WhatsApp Blaster for 2,000+ sales agents

Project Overview

Ruangguru is the biggest tech-enabled education provider in Indonesia. Its 2,000+ strong frontline sales team, made up of Field and Outbound Educational Consultants, sells learning products to students all over the country.

I designed the UX and UI of WhatsApp Blaster, one of the modules in Ruangguru's Customer Relationship Management (CRM) platform, which outbound consultants use every day to message customers.

Company
Ruangguru
Role
Product Designer
Industry
EdtechInternal tools
Scope
User ResearchUX DesignUI Design
Team
Product ManagerProduct Designer intern
Year
2021

TL;DR

Agents were sending bulk WhatsApp messages through a third-party app. Customer data had to be exported and imported by hand, it was never in sync with the CRM, and the files could walk out the door with an agent. I led design and research from start to finish on a WhatsApp Blaster built into the CRM: interviewing agents, mapping their flow, and splitting the tool into a web side for contacts and a desktop app for sending from multiple accounts.

Sending a blast got 2–3× faster, and the risk of customer data leaking through files or agents who'd left dropped to almost nothing.

Faster message blasting
2–3×
Per blast, down from 6–10 minutes
< 3 min
Risk of data loss from leaks or fraud
≈ 0%

The beginning

A third-party tool agents just had to put up with

Ruangguru's 2,000+ outbound sales consultants message customers on WhatsApp every day, and they were doing it through a third-party blasting app. Customer data had to be exported and imported by hand, it never matched what was in the CRM, and the files could walk out the door with any agent who left.

I led design and research from start to finish, working with Ega, a product design intern, early on, and Yosef, the product manager, the whole way through.