Relay (WIP)
A unified client communication hub that turns scattered conversations into one accountable workflow and feeds the systems we already use to track customer health.
Company
Status
Self-initiated concept project
Concept exploration, in progress
PROBLEM STATEMENT
Customer-facing teams live in too many inboxes. Messages arrive in email, Slack, Rocket Lane, and Jira and the same client issue often shows up in all four within an hour.
Two things break under that load:
Visibility.
Nobody can answer "what's the current state of Account X?" without pinging three people.
Accountability.
Escalations get missed because severity is judged by whoever happens to read the message first.
WHY IT MATTERS
Slower responses, missed SLAs, frustrated clients, customer-health, and a quiet but constant tax on the people responsible for keeping accounts healthy.
For B2B SaaS teams, the post-sale relationship is the product. A delayed reply or missed escalation isn't just an inconvenience — it's a leading indicator of churn. I wanted to design something that gave the team a single calm surface where every client conversation lives, with the right things automated, the right things still requiring human judgment, and the right signals flowing back into Vitally so customer health stops being a guess.
APPROACH
Because this is a self-initiated concept, I worked within the constraints of a design exploration: secondary research, conversations with five people in CS and support roles across three companies, and a competitive teardown of products that solve similar to adjacent problems
