The Creative Unit

BACKGROUND

Introduce your business and what you do there.

I’m the manager of Mugstock, an online marketplace where thousands of customers engage with the platform.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with The Creative Unit?

The primary goal of hiring The Creative Unit was to consolidate data that was spread across spreadsheets, inboxes, and various other locations.

SOLUTION

What was the scope of their involvement?

The Creative Unit analyzed the situation and suggested that a CRM platform would be the right solution to organize data. This platform can unify the data, provide real-time visibility, and ensure timely reports to make the right decisions. We decided to use React and Tailwind as the frontend technology and Node.js as the backend technology. We also used AWS for hosting. The CRM platform included unified customer profiles, a chronological feed to display orders, cancellations, refunds, and other activities, along with a dashboard to view reports.

What is the team composition?

We worked with two teammates from The Creative Unit.

How did you come to work with The Creative Unit?

We found them through a referral. Their pricing fit our budget and had good value for the cost.

How much have you invested with them?

The project cost is confidential.

What is the status of this engagement?

We started working with them in March 2025, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

After the CRM platform was launched, we saw a 45% improvement in support response time, an almost 90% reduction in duplicate customer profiles, and better customer data accuracy. We tracked the average response times both before and after the CRM launch. By comparing the data from our support team's response times prior to the CRM implementation with those after, we were able to measure a 45% improvement in overall response efficiency. To achieve the 90% reduction in duplicate customer profiles, we used a combination of CRM tools with built-in deduplication features and custom data-cleaning processes. These tools automatically flagged duplicate entries based on key identifiers like email addresses or phone numbers. Additionally, we conducted manual reviews for complex cases, ensuring that duplicates were accurately merged or removed.

How did The Creative Unit perform from a project management standpoint?

All the items were delivered punctually by the team at The Creative Unit without delay. We communicated through virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

Their ability to seamlessly integrate creativity with functionality is impressive. They didn't just focus on the design but also ensured that the user experience was optimized for conversions and ease of navigation. Their attention to detail and commitment to understanding our unique business needs set them apart, making the entire process feel collaborative and tailored.

Are there any areas they could improve?

One area that could be improved was the communication around project timelines. There were a few instances where we weren’t fully aligned on deadlines, which led to some last-minute adjustments. A clearer, more detailed timeline from the start would have helped streamline the process even further. However, they were always responsive when we had questions or needed changes, so it was more of a minor hiccup than a major issue.