The CRM that AIESEC uses just got a cool new upgrade.
AIESEC operates across 1,000+ offices in 120 countries, and its CRM holds much of that together.
When someone wants to go on an international exchange, a chain of actions has to happen: approvals, payments, reversals by different people, sometimes at the same time. Our CRM handles all of this. But we had a real problem with it.
When a user didn’t have permission to do something, the button didn’t appear. So they assumed they were doing something wrong, or that the system was broken. Others pressed buttons without fully understanding what would happen. And when something was blocked, nobody knew why or who to go to.
This led to more support tickets, eroding trust and hurting operations.
So we built a centralised action toolbar to make actions clearer and reduce confusion.
- It lives in the same spot across every object in the CRM: people, applications, opportunities.
- It shows every available action for the current state, with a clear description of what it does, colour-coded as positive, neutral, or negative.
- Restricted actions still appear, with a brief explanation of why and a path to escalate.
- And the whole thing works on mobile, which is where most of our users are anyway.
Small fix on the surface. Underneath, it was about giving people confidence and reducing support requests, driving smoother operations.
Thank you Vikum Wijekoon and Ali Badreddine for giving us the opportunity to work on this!