What problem did the client face?

The client, Hang, struggled with an inefficient Retool Dashboard and Campaign Creation App that limited their customers' ability to manage loyalty programs and marketing campaigns independently. Customers needed a more self-service-oriented solution to administer promotions and other marketing actions without external assistance. The existing system could have improved user autonomy, leading to decreased satisfaction and engagement.

How was it impacting their business or processes?

The limitations of Hang's existing system reduced customer autonomy, forcing them to rely on external support for managing loyalty programs and campaigns. This inefficiency negatively affected customer satisfaction and engagement, ultimately hindering the scalability and effectiveness of their marketing processes.

Key features developed:

• Key features developed included a revamped Retool Dashboard and Campaign Creation App that allowed customers to independently manage their promotions, loyalty programs, and marketing activities. The self-service functionality empowered users to create and control their campaigns with ease, enhancing overall efficiency and engagement.

Technologies used:

• Retool

Development time

• 2 Months

Key metrics improved:

• Key metrics improved include increased customer satisfaction and engagement, as customers now have the ability to independently manage their loyalty programs and campaigns. Additionally, the efficiency of campaign creation and management processes was enhanced, leading to faster deployment of marketing actions.

Long-term impact:

• The long-term impact is enhanced customer loyalty and scalability, as Hang's improved system allows for seamless, self-administered campaign management, fostering stronger customer relationships and more efficient business growth.

Lessons learned

One key lesson learned was the importance of creating a system that allows for customer autonomy, especially in managing campaigns and promotions.

Challenge overcome

Integrating a complex array of features into the existing Retool framework while ensuring that the user interface remained intuitive and user-friendly.

What made the project succesfull

The project was successful due to clear communication and collaboration with the Hang team, which allowed us to refine the product in line with their needs.

What went well

The implementation of the self-service functionality went particularly well, allowing Hang’s customers to independently manage their loyalty programs and campaigns

What could be improved

While the project was successful, further improvements could include enhanced reporting and analytics features to give Hang more insights into their customers' behaviors and campaign effectiveness.

Unique insights

A unique insight gained from this project was the growing demand for businesses to have self-service tools that empower customers without relying on technical support.