problem
Accounting firms manage hundreds of contacts in Karbon to keep track of client details, work, time entries, budgets, invoices and more. Customers needed a way to merge duplicate contacts to maintain an accurate picture of client data to successfully manage their client relationships as a team, get work done, and get paid.
Impact
Over three weeks, I designed and implemented one of the most highly requested features; a self-service flow to merge contacts in one-click. I working alongside a PM and team of engineers to implement sophisticated logic under the hood to help accountants maintain accurate CRM data with minimal effort.
Given the nature of Karbon's feature-rich operating system, and that all client work and billing data is connected to a client contact, this feature had the potential to be highly destructive. We succeffully implemented a first iteration that exercised caution, saw immediate customer adoption, and reduced escalation to Customer Support to run the merge process.
