Tenant ID Case Study

Fixing Supplier Delays by Rethinking the ID System

Introduced a structured ID system, redesigned the CRM UI, and aligned customer emails and dashboards to speed up and simplify support.

CRM Design

Systems Thinking

Internal Tools

Operational UX

UX Writing

Simplified

support flow

Tickets routed faster with clearer supplier IDs

Improved

clarity

Customer IDs visible across CRM, dashboard, and emails

Scalable

foundation

Flexible ID system supports growth with new suppliers

Company

Resooma

Role

UX/UI designer

Design team

Designer · CSM

Year

2024

Company

Resooma

Role

Designer · Sprint facilitator

Design team

Designer · CSM

Year

2024

Company

Resooma

Role

UX/UI designer

Design team

Designer · CSM

Year

2024

The problem

The Support Team Had No Easy Way to Link Customers to Their Supplier

During a supplier transition, the support team couldn’t quickly identify which supplier a customer was with. What should’ve been a simple lookup became a time sink. This slowed down resolutions, adding unnecessary cognitive load. The team needed a clear way to identify and route tickets correctly, without extra steps.

The Solution

One simple view, Fewer steps

By redesigning the CRM layout, we made key account details instantly visible, reducing lookup time and cognitive load for support

Business goals

Surface supplier info faster

Make it easier for support to route queries without digging through CRM records

Surface supplier info faster

Make it easier for support to route queries without digging through CRM records

Surface supplier info faster

Make it easier for support to route queries without digging through CRM records

Speed up support workflows

Remove extra steps and friction so agents could act with confidence

Reduce handover errors

Match supplier logic across systems and tools to reduce mistakes

Reduce handover errors

Match supplier logic across systems and tools to reduce mistakes

Reduce handover errors

Match supplier logic across systems and tools to reduce mistakes

Delving into the Design Process

Mapping the journey

Building Trust Through Thoughtful Design

Third-party billing created an inconsistent experience, making renters feel disconnected. With limited control over the design and user journey, engagement dropped, and friction increased, hurting retention

Key Takeaways

Too many steps

Support had to manually open packages and scan utilities, slowing everything down

Too many steps

Support had to manually open packages and scan utilities, slowing everything down

Too many steps

Support had to manually open packages and scan utilities, slowing everything down

Slow response times

Manual lookups caused delays and reduced customer satisfaction.

Slow response times

Manual lookups caused delays and reduced customer satisfaction.

Slow response times

Manual lookups caused delays and reduced customer satisfaction.

Higher risk of misrouting

Without clear IDs, some tickets had the risk of being sent to the wrong team.

Higher risk of misrouting

Without clear IDs, some tickets had the risk of being sent to the wrong team.

Higher risk of misrouting

Without clear IDs, some tickets had the risk of being sent to the wrong team.

Key Takeaways

A reliable ID was essential

A fast way to confirm suppliers without digging was needed.

A reliable ID was essential

A fast way to confirm suppliers without digging was needed.

A reliable ID was essential

A fast way to confirm suppliers without digging was needed.

Placement had to feel natural

Placing IDs in obvious locations would help avoid delays.

Placement had to feel natural

Placing IDs in obvious locations would help avoid delays.

Placement had to feel natural

Placing IDs in obvious locations would help avoid delays.

User-facing change needed

Clearer ID visibility would reduce the risk of misrouted queries.

User-facing change needed

Clearer ID visibility would reduce the risk of misrouted queries.

User-facing change needed

Clearer ID visibility would reduce the risk of misrouted queries.

Why the old system didn’t scale

The original supplier used addresses instead of structured IDs. This worked when we had just one supplier, but didn’t scale once we added more.

A format worth building on

The new supplier’s ID system was structured, scannable, and easy to build on. We adopted it and added our own prefix logic to make it work for our use case

How we structured our IDs

We introduced prefixes for tenant, house, and contract IDs, making it easy to identify the supplier at a glance.

Constraints

Limited dev resource availability

The dev team were busy working on other projects so only a small amount of time could be allocated.

Limited dev resource availability

The dev team were busy working on other projects so only a small amount of time could be allocated.

Limited dev resource availability

The dev team were busy working on other projects so only a small amount of time could be allocated.

Limited edits to new supplier

We couldn’t modify the new supplier’s system, so our solution had to work seamlessly around their setup.

Limited edits to new supplier

We couldn’t modify the new supplier’s system, so our solution had to work seamlessly around their setup.

Limited edits to new supplier

We couldn’t modify the new supplier’s system, so our solution had to work seamlessly around their setup.

Working to a short project timeline

A tight timeline meant our changes needed to be quick to implement and easy to align across tools and emails.

Working to a short project timeline

A tight timeline meant our changes needed to be quick to implement and easy to align across tools and emails.

Working to a short project timeline

A tight timeline meant our changes needed to be quick to implement and easy to align across tools and emails.

How We Streamlined Support With ID Redesign

What has been updated

Supplier lookup is faster

The tenant ID is now visible in the CRM within a customers profile. The support team no longer needs to dig through packages.

Supplier lookup is faster

The tenant ID is now visible in the CRM within a customers profile. The support team no longer needs to dig through packages.

Supplier lookup is faster

The tenant ID is now visible in the CRM within a customers profile. The support team no longer needs to dig through packages.

Fewer misrouted tickets

A visible, structured ID system helped support teams send queries to the correct supplier without relying on guesswork or escalation.

Fewer misrouted tickets

A visible, structured ID system helped support teams send queries to the correct supplier without relying on guesswork or escalation.

Fewer misrouted tickets

A visible, structured ID system helped support teams send queries to the correct supplier without relying on guesswork or escalation.

Less repetition for support

The redesigned flow avoids duplicate steps. Support no longer needs to re-request details that are already available in the CRM.

Less repetition for support

The redesigned flow avoids duplicate steps. Support no longer needs to re-request details that are already available in the CRM.

Less repetition for support

The redesigned flow avoids duplicate steps. Support no longer needs to re-request details that are already available in the CRM.

How we made it happen

A delivery-focused timeline showing how we moved from idea to implementation

What We Changed for Customers

Audited current email journeys

We reviewed all existing emails to see which ones needed supplier-specific info and which didn’t

Audited current email journeys

We reviewed all existing emails to see which ones needed supplier-specific info and which didn’t

Audited current email journeys

We reviewed all existing emails to see which ones needed supplier-specific info and which didn’t

Split email journeys by supplier

We kept the old supplier flows as they were and focused updates on the new supplier’s journeys

Split email journeys by supplier

We kept the old supplier flows as they were and focused updates on the new supplier’s journeys

Split email journeys by supplier

We kept the old supplier flows as they were and focused updates on the new supplier’s journeys

Aligned email content with system updates

We added supplier IDs and setup steps to new emails to match the updated system and reduce confusion

Aligned email content with system updates

We added supplier IDs and setup steps to new emails to match the updated system and reduce confusion

Aligned email content with system updates

We added supplier IDs and setup steps to new emails to match the updated system and reduce confusion

Outcome Across Key Touch points

The new ID structure was implemented across internal tools, emails, and the customer dashboard, making it easier for support to help users faster

Key Learnings and Future Development

Early alignment is critical

Early alignment with the support and supplier teams on the ID design prevented rework and ensured a smoother rollout

Early alignment is critical

Early alignment with the support and supplier teams on the ID design prevented rework and ensured a smoother rollout

Early alignment is critical

Early alignment with the support and supplier teams on the ID design prevented rework and ensured a smoother rollout

Designing for real usage

Real-ticket testing confirmed the update cut support handling time, reinforcing the need for live validation before rollout

Designing for real usage

Real-ticket testing confirmed the update cut support handling time, reinforcing the need for live validation before rollout

Designing for real usage

Real-ticket testing confirmed the update cut support handling time, reinforcing the need for live validation before rollout

Opportunities to scale

With more dev budget, we could route calls automatically to the right supplier using the customer’s number in our system

Opportunities to scale

With more dev budget, we could route calls automatically to the right supplier using the customer’s number in our system

Opportunities to scale

With more dev budget, we could route calls automatically to the right supplier using the customer’s number in our system

Lets chat over a

m
a
t
c
h
a

Schedule chat

Lets chat over a

m
a
t
c
h
a

Schedule chat

Check Out More Projects

Dashboard Redesign

Personalised Property Search

Quote Tool Optimisation

Book a Call

Crafted by Shen

Made possible with long sessions, coffee and matcha

2025

Lets chat over a

m
a
t
c
h
a

shenese.leigh@gmail.com

Copied

Crafted by Shen

Made possible with long sessions, coffee and matcha

2025

Lets chat over a

m
a
t
c
h
a

shenese.leigh@gmail.com

Copied

Crafted by Shen

Made possible with long sessions, coffee and matcha

2025

Lets chat over a

m
a
t
c
h
a

shenese.leigh@gmail.com

Copied

Crafted by Shen

Made possible with long sessions, coffee and matcha

2025

Lets chat over a

m
a
t
c
h
a

shenese.leigh@gmail.com

Copied