Transworld CRM: Customer Operations Platform
An in-house CRM that manages Transworld's day-to-day operations and the troubleshooting of customer-reported issues.
Role
Assistant Manager Software Engineer (Team Lead)
Company
Transworld
Market
Pakistan (B2C ISP)
Impact
83,000+ active customers; used daily by 200+ customer support and CX staff
Highlights
- Edge speed test on ONTs: I led a 3-person team that built a speed test running directly on the customer's ONT (Optical Network Terminal). Agents can now diagnose connections instantly, which greatly improved the customer experience.
- Subscription and billing architecture: designed the architecture for subscriptions, packages, promotions and payment bill runs for all B2C customers.
- Unified lead generation: brought leads from the Transworld web app, the Zindagi app and manual cold calls into one pipeline.
- ONT integration with the ERP/CRM for internet management and remote diagnostics.
Tech stack
Vue.jsNestJSPostgreSQL