One operating route for calls, payments, and client work.

Before the project

• Call, payment, and client context lived in separate systems.
• Account managers reconstructed the client story before acting.
• The next owner and next action could remain implicit.

The team had the information. It did not have one place to work from.

Openfair is a business marketplace built around real conversations between its team and its clients. That made the human side of account management central to the business, but it also made fragmented information expensive. A useful call could be in Aircall. A payment change could be in Stripe. The client history could be in HubSpot. The next action could be waiting in a chat thread.

Nothing was missing in isolation. The difficulty was that an account manager had to reconstruct the situation before acting. That is where good operating time disappears.

The route had to support the team, not ask the team to adopt another tool.

Quindart first considered a separate operating interface. It could have displayed the same information in one place, but it would also have created another habit for the team to learn and maintain.

The stronger design was to connect the underlying systems and make Slack the attention surface. The systems continue to do their jobs, while account managers receive the relevant context in the place they already use to coordinate work.

The working process

1. A website inquiry, call, or payment event arrives
2. Relevant context is attached to the client record
3. The operating record is updated with the current signal
4. Slack directs the responsible person to the next action

What changed

• Payment and call events are harder to miss
• Account managers can act without rebuilding the story from separate tools
• New staff learn one operating route instead of a collection of disconnected systems

Systems involved

Aircall · HubSpot · Stripe · Slack