Initial Project Recommendations
Review everything related to the project below. If there is anything we need you to review it will be listed under âWhat you need to reviewâ
What he needs:
Messaging guidelines to make sure people understand the new material they have
- High level outline:
- Create example social media posts for his team to reference
- Create posts they can use
- Image guidelines
- make sure they have consistent messaging across all touh points
- To Do:
- (1 hour) Research customers and create in depth outline (Review example)
- (3 hours) Create Messaging Guidelines based on customer profiles. (Review example)
- (1 hour) Create image guidelines, used for posting
- (4 hours) Create 4 example social media
- Total: 9 hours
- How weâll measure success: Collect have you heard about our new methods in the getting started form, see how that improves over time
New website focusing on authenticity, leading the way in advances, ability to call and actually talk to someone
- To Do:
- (Free) Redesign the hero to get approved
- (Free) Migrate to our hosting
- (2 hours) Write new copy focusing on authenticity and leading the way in advances
- (4 hours) Redesign the rest of the homepage
- (2 hours) Redesign the About Us to highlight Jeff and his authentic approach more
- (3 hours) Redesign the Services and Service page
- (2 hour) Redesign the Gallery & Contact Page
- (5 hours) Build all of the new pages
- Total: 20 hours
- On-going benefits
- We do on-going updates using data so that you donât have to do redesigns. Small updates made over time
- We make sure your site is 90 on all scores every month
- How weâll measure success: Tracks calls per month and see if itâs improved
Need landing page for Estimate Request, right now goes to contact us
- Reason why itâs needed:
- Linked often in social media and itâs just a contact page that doesnât inform the person why they should go with Jeff Dumas. Also not clear that they can call
- On mobile you have to scroll far to get to the contact us page which people will not do. Loosing conversion
- Highlight the process that happens after
- Highlight the material and how Jeff Dumas is better and innovative
- Use for social media posts as a lot highlight getting an estimate
- To Do:
- (2.5 hours) Design landing page
- (1.5 hours) Build landing page
- Total time to completed: 4 hours
- How weâll measure success: Monitor the conversion rate of the page
Review system to collect customer feedback
- High level outline:
- Create page for customers to complete survey after jobs are completed
- Automatically text customers when a job is completed to complete the survey
- Negative reviews will automatically notify Jeff to follow-up
- Positive reviews will have users automatically prompted to leave a google review
- Start here but then use it as a way to determine how to get ahead of negative customer feedback and how to improve and optimize processes
- To Do:
- (1 hour) build our initial survey and landing page
- (1 hour) setup automation to automatically text customer
- (1.5 hour) setup automation to notify Jeff on negative reviews and redirect to leave a Google Review on positive review
- Total time to complete: 3.5 hours
AI auto calling
- High level outline:
- Managed using google sheet
- Custom information can be added to the google sheet
- People that it should call to are on a google sheet
- Every morning every person on the team is called with their custom updates
- They submit it and the information is summarized and emailed to the team
- Texts are sent to team letting htem know the people that didnât answer the call
- Review every week for the first month to improve once live
- To Do:
- (1 hour) Setup google sheet with all necessary information
- Allow for client to update the prompt from the sheet
- Record all phone calls made
- (3 hours) Setup webhook that calls triggers the phone call on the schedule approved by the client
- (1 hour) Set it to callback after 15 minutes if the initial call is not answered
- (1 hour) Have it ask the list of questions and and any updates for that day
- (2 hours) Process the feedback and email summary to team
- (2 hours) Test and go live
- Total time to complete: 10 hours
Other projects:
- Create marketing report
- Where is new business coming from
- How many new leads
- How many converted etc
- Creating operations reports so that he can effectively manage and get back to roots of quality
Jeff Dumas Goal: Get Back To Roots Of Quality & Systems While Growing Brand Awareness Of Authenticity & Innovation
Description
Current problems with customer onboarding.
- Majority of customers (55.3%) say getting started with LBR was not easy. This stems from:
- Customer onboarding taking too long, on average 13 days.
- Customers struggling to understand application questions and required information. Only 10% of customers currently finish onboarding upon first attempt.
- Common customer questions and problems can only be resolved by waiting for a response from an LBR team member. 50% of customers need one-on-one help with one or two issues.
- No defined outline of the customer journey to get started with LBR.
- Experience lacks personalization outside of LBR team members engaging customers
- A customer learns to use the portal and once confirmed as a client has to revert to email onboarding.
- No defined KPIs monitored to judge onboarding efficiency and to use to improve over time.
How we can achieve this goal
Goal One.
Introduce daily automated call follow-ups
Statistic
Goal Two.
Update Website To Highlight
Companies using customer journey maps report a 15-20% decrease in service costs
Experience lacks personalization outside of LBR team members engaging customers
Goal Three.
Automatically collect customer feedback on project completion and prompt reviews whe
90% of consumers are willing to spend more with companies that personalize the customer service experience
A customer learns to use the portal and once confirmed as a client has to revert to email onboarding.
Goal Four.
Integrate customer setup into the portal
86% of customers say that they would be more likely to stay loyal to a business if they knew that they would have access to educational and welcoming onboarding content post-sale. (Source)
No defined KPIs monitored to judge onboarding efficiency
Goal Five.
Establish and monitor KPIs for continuous improvement.
Data-driven professionals will be 5 times more likely to retain loyal customers.
Work required to achieve the outlined goals.
Majority of customers (55.3%) say getting started with LBR was not easy.
Goal One.
Simplify the onboarding process, create intuitive intake, and reduce the time to get started.
84% of companies working to improve customer experience saw an increase in revenue. (Source)
Work required:
- Work with LBR team to break up the credit application into smaller pieces, the thing that holds customers up the most.
- Add informational items at common areaâs of confusion that allow the customers to answer their own questions and continue onboarding rather than having to wait for an LBR team member to respond and answer.
- Integrate SignNow customer signing links to solve the problem holding up many customers of their sign link going to spam.
- Customize the questions based on the type of business a customer has.
- Allow customers to request help in the customer onboarding portal rather than having to find their LBR team memberâs contact and reach out.
- Automate customer engagement and LBR team follow-up. Create daily task list view to show only leads that LBR team needs to take action on. Ie, call lead, etc.
- Utilize automated text notifications to reduce important notifications getting stuck in customers spam folder.
- Centralize all customer data into Airtable so that no information is lost and it can be easily sent to other locations.
- Allow customers to upload pdf documents with their information.
- Allow LBR team members to to upload mailed in documents.
- Streamline back and forth to allow for quicker notifications.
- If an account is approved notification is sent via email to LBR dispatch, Jason Honzl, Jason Lenz and Ray with the account number and customer maintenance detail
- Ray notifies Dee
- Dee adds to airtable
- Dee notifies customer
- LBR Dispatch email is automatically parsed and data to automatically added to airtable
- automated notifications are sent out to customer notifying them
- customer logs into portal to see relevant information
IE: Account approval currently works in the following manner:
Optimized account approval process:
Estimated time to complete:
- 45 - 65 hours
