The Ask
We partnered with innovation consultancy RemoteCTRL to help Consolidated Communications—a broadband and business communications provider—redesign the internal system used by agents and engineers to manage outages, customer support, and network operations. Grounded in deep user research and iterative design, we developed a streamlined, role-specific prototype that enhances usability and optimizes workflows—all within the PEGA framework.
The Outcome
Our work unified critical workflows, reducing friction in outage management and customer service processes. By ensuring the prototype was clear and development-ready, we minimized implementation confusion and set the stage for a more efficient, role-based system that enhances both engineer productivity and customer support operations.
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