Improving the Customer Experience for SwitchPal
Client
SwitchPal saves businesses time and money by comparing multiple trusted UK suppliers across energy, broadband, payment solutions and insurance. The focus for the SwitchPal team is on providing a solution that compares a broad range of business-essential services and a single point of access for businesses looking to negotiate better deals.
As part of their continued growth, SwitchPal were looking to move away from their existing COTS (commercial off-the-shelf) product which was limited in its functionality and not meeting the specific business requirements. They partnered with us to create a custom CRM specifically tailored for lead management businesses. The system is due to go-live at the end of this month, before moving to a managed services model.
Industry: Utilities
Services: Product Discovery and Design, End-to-end product development, Managed Service
Technologies: NextJS 14, TypeScript, Tailwind, NestJS, Prisma (ORM), Microsoft SQL Server, Auth0
Scope
The project scope was to build and launch the custom CRM tool from initial design and discovery, through to product launch and post-launch managed services. The solution was designed to give more specificity in its design for SwitchPal (and similar businesses) compared with other available SaaS CRM systems. Core to the product was a flexible custom workflow solution to enhance automations across SwitchPal’s, and its partners’, workflows.
The value-add of the solution was to create a better customer experience through these efficiency gains and automations, but also through a more personalised experience resulting from a key innovation – the ability for SwitchPal to host campaigns under its partners, collating and sending to them only leads which fit into their defined client persona.
Solution
We worked with SwitchPal from the start, collaborating with their founder during the lifetime of the product to architect the initial design and plan the final solution. The technologies chosen were Nest and Next JS, deployed onto the Azure platform.
We worked in a true MVP approach, adding features and improving on them through testing, this allowed us to quickly build functionality while ensuring alignment with our customer’s expectations. We chose proven frameworks like Nest and Next that allowed us to leverage their wide development ecosystem to build rich functionality quickly.
Outcome
The CRM tool is due to go-live at the end of August and we are excited to see the impact for the SwitchPal team, with very encouraging early signs from testing.
The Client Perspective
Journi has been a pleasure to work with. They have a wide range of skills within the company, meaning new resources could easily be added when required and the quality of the work, particularly the code quality, was fantastic.
