WHITE GOODS MAINTENANCE COMPANY - SALES & COMMUNICATIONS
BRIEF & STRATEGY: The project brief was to research all areas of the company and customer contact with the aim of improving communication relationships and subsequent sales.
Within the framework of telesales, maintenance + parts and service engineers, we undertook a rigorous research methodology by engaging with and shadowing engineers and sales departments to identify key areas for change.
It was determined that the optimal area for customer contact in today's post.www era is via engineer visits to existing customers - providing a vital sales point opportunity. In addition, maintenance at home with help from parts + servicing websites creates opportunities for after sales care using care + maintenance products.
Once the key areas for change (and maximisation of sales opportunities) were identified, they were developed into a 3 to 5 year plan alongside existing teams and company operations.
DEVELOPMENT: Design thinking was expanded to cover sales aids for engineers, training, NPD of cleaning products and maintenance tools aimed at making life easier for the customer. A series of maintenance videos were created to provide online support. Ultimately, it was envisaged that customer loyalty would be optimised for future purchasing with satisfaction for both customers and company employees.
DESIGN / STORYBOARDING / CONTENT / STYLING / CASTING / SCRIPT / ART DIRECTION
A full range of cleaning products suited to the family of white goods was developed and involved testing, safety research, packaging and label design. Following the roll-out of sales tools, cleaning products and maintenance videos we embarked on an extensive e-marketing and internal communications programme.
NEW PRODUCT DEVELOPMENT / PACKAGING / LABEL GRAPHICS / BROCHURE DESIGN & ARTWORK / E-MARKETING / INTERNAL COMMUNICATIONS
BRIEF & STRATEGY: The project brief was to research all areas of the company and customer contact with the aim of improving communication relationships and subsequent sales.
Within the framework of telesales, maintenance + parts and service engineers, we undertook a rigorous research methodology by engaging with and shadowing engineers and sales departments to identify key areas for change.
It was determined that the optimal area for customer contact in today's post.www era is via engineer visits to existing customers - providing a vital sales point opportunity. In addition, maintenance at home with help from parts + servicing websites creates opportunities for after sales care using care + maintenance products.
Once the key areas for change (and maximisation of sales opportunities) were identified, they were developed into a 3 to 5 year plan alongside existing teams and company operations.
DEVELOPMENT: Design thinking was expanded to cover sales aids for engineers, training, NPD of cleaning products and maintenance tools aimed at making life easier for the customer. A series of maintenance videos were created to provide online support. Ultimately, it was envisaged that customer loyalty would be optimised for future purchasing with satisfaction for both customers and company employees.
DESIGN / STORYBOARDING / CONTENT / STYLING / CASTING / SCRIPT / ART DIRECTION
A full range of cleaning products suited to the family of white goods was developed and involved testing, safety research, packaging and label design. Following the roll-out of sales tools, cleaning products and maintenance videos we embarked on an extensive e-marketing and internal communications programme.
NEW PRODUCT DEVELOPMENT / PACKAGING / LABEL GRAPHICS / BROCHURE DESIGN & ARTWORK / E-MARKETING / INTERNAL COMMUNICATIONS