SCANA CRM Case Study Presentation
Design + Creative Direction by Andrew Fisher
Design + Creative Direction by Andrew Fisher
From June 19–27, 2025, we conducted contextual inquiry interviews with frontline agents, specialists, and team leads at the IGS/SCANA Solutions Center South to evaluate the Choice 360 CRM platform's usability and effectiveness.
The sessions examined real-world workflows including high bill inquiries, price shopping, commercial account enrollments, and payment assistance requests. We aimed to identify friction points, gather improvement suggestions, and prioritize enhancements to streamline operations and improve customer experience.
SCANA CRM Case Study Presentation