SACO management system

Enable users to register and activate their SACO role remotely, removing manual and offline steps.

Learn more: https://saco.dnse.com.vn/


What is SACO?
SACO (Sales Collaboration) is DNSE’s business development program that guides and supports customers throughout their investment journey.

1. Problem

The SACO registration process was manual, relied on offline forms, Zalo chat, and internal staff handling. This caused delays, confusion, and missing applications. We needed to understand the experience from both SACO and internal operation teams.

Research Objectives

  • Help SACO find and manage customers more effectively
  • Help customers connect with SACO that match their needs
  • Build a high-quality SACO team
  • Define target SACO personas
  • Optimize recruitment and onboarding plans based on insights collected

Methods

  • 12 in-depth interviews with SACO in HCM + Hanoi
  • Shadowed Ops handling 40+ Zalo registration threads
  • Tracked operation team handling 40+ Zalo registration threads
  • Identified pain points into 4 groups: lack of guidance, long waiting, unclear status, inconsistent follow-up

📌 Key Insight:

“I don’t know my SACO registration status and have to repeatedly ask for updates” — new SACO user felt lost

2. Opportunity (Ideation)

We saw a chance to turn SACO registration into a guided self‑service flow — all in one place

  1. Users submit application
  2. Finish learning course
  3. Track their status in real time

🧩 Methods / Phương pháp:

  • User journey mapping
  • Rapid prototyping & stakeholder reviews

🎯 Outcome of Ideation:

  • Chose a 3-step flow: Registration → Learning → Confirmation
  • Integrated with tracking reminder system (for incomplete users)

3. Solution (Design + Code)

We built a clear steps and overall data view in SACO’s dashboard. The design highlights core components and a clear progress path to motivate completion.

🛠️ Deliverables:

  • Hi-fi flow for desktop & mobile
  • UI screens for: SACO landing page, Application screens for SACOs/ Retail users, Tracking data, Dashboard
  • SACO-specific component set in design system (icons, key visual, pop-up…)
  • Figma → Handoff → Code-ready assets
  • Rules for generating Enbox notifications

4. Result (Test + Report)

After releasing the online flow, we tracked user performance and gathered feedback from both new SACO users and Operation teams (Brokers and Customer Love)

📊 Outcomes:

  • 85% onboarding completion rate (1st try)
  • Time-to-activation reduced from 3–5 days → under 24 hours
  • Internal Ops load reduced by ~40%
  • +17 NPS points in post-onboarding survey
  • Users share positive feedback with us daily