Number Pools: Simplifying Call Tracking Management

As part of a SaaS digital marketing campaign manager platform I worked on, one feature revoled around keeping track how many people who saw our ads actually clicked on them and gave the business a call. As expected from a platform that has been more than ten years on the market, our call tracking system had evolved into a complex maze that both our internal team and clients struggled to navigate efficiently. The primary challenge was clear: users needed a more streamlined way to manage multiple tracking numbers while ensuring accurate call attribution.

Project Constraints

Working within established parameters, We identified several key constraints:

• Maintaining compatibility with existing call tracking infrastructure
• Ensuring seamless integration with our current number provisioning system
• Meeting a tight Q2 2024 implementation deadline
• Supporting legacy tracking methods for existing clients

Design Approach

Our focused on creating a solution that would address core user needs while considering:

• Interface simplification without compromising advanced functionality
• Flexible scaling options for varying business sizes
• Clear, actionable status monitoring for number pools
• Simplified onboarding process for new users

Research and Development Process

Our methodology combined both qualitative and quantitative approaches:

Qualitative Instruments

• Stakeholder interviews with key team members
• User feedback sessions (external and internal)
• Interface usability testing

Quantitative Measurements

• Setup time metrics before and after implementation
• Support ticket volume analysis
• User satisfaction surveys during beta testing

Deliverables and Outcomes

The project resulted in several key deliverables:

• Redesigned number pool management interface
• Streamlined setup wizard for new pool creation
• Enhanced monitoring dashboard

Key performance indicators showed significant improvements:

• 30% reduction in number management-related support tickets during Q3 2024
• 95% positive feedback from beta testing participants

These metrics were gathered through our internal analytics tools and feedback collection systems between Q1 and Q2 2024, with final validation completed during the UI testing phase in April 2024.