United Site Services were experiencing a plateau in their business
With an outdated sales process that often left staff frustrated and stressed, USS needed to reinvigorate the company from the inside.
That’s where we came in.
Starting with a Refreshing Image
Our 12-month strategic marketing plan was the foundation for a full refresh of the brand and its processes. We looked at all areas of the business, from implementing eco-friendly paper reduction to developing an easy-to-use service tech app that empowered staff in their work.
Adding Functionality & Efficiency
Our customer care dashboard made the quote and order process faster and more accurate, and gave customers a clear picture of their order status. The roll-out was extensive, and the long term benefits even more so.
How do you create the best possible journey for every user?
Research. And a lot of user data. We gathered ‘voice of the employee’ data, using it to build a list of specific functional goals that would satisfy the needs of every user role. And in the other half of the equation, we looked at the ‘voice of the customer’ – research that led us to making sure our dashboard gave customers more clarity on their orders.
Looking at the issues (opportunities) from both the employee and customer objectives allowed us to deliver the best experience for both.
Mobile-friendly Service Tech App for Drivers
- Mobile workload management and reporting tool for on-the-road technicians
- Staff feel empowered, valued and self-sufficient
- Realtime proof of service for customers
- Eco-friendly paper reduction