Summary
Client: HomeServe
Project: Envision (Salesforce Product) Role: Marketing Cloud Strategist, UI Designer, & UX researcher Salesforce Cloud: Marketing, Sales, & Service
Other Designers: Eric Etten
Other Strategists: Shing Zang, Heidi Robbins |
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ATTN: Public Portfolio Safe Harbor
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Unfortunately this project is housed mainly behind an NDA and I cannot show much of our solution. However I have tried to encompass our work in a meaningful way below.
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How might we empower HomeServe teams to better serve our customers through an optimized multi-channel experience across the Marketing, Sales and Service processes by building a roadmap and implementation plans to replace their proprietary software with Salesforce.
Consolidating Systems
HomeServe asked Salesforce to create a roadmap for systems consolidation under the Salesforce Cloud umbrella. HomeServe was using a combination of outdated external and in-house programs to serve their customers in various ways. HomeServe wanted Salesforce to define a path to delivery, ensure architectural integrity, align business members, and define a plan for implementation.
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Before
Disparate Programs and Manual Processes 
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After
Consolidated User Experience in the Salesforce Clouds 
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Project Output
User Stories & Epics
User stories crafted from interviews and user testing along with epics that elaborate on use cases for specific product features.
Prototype of Applicable Flows
Clickable Figma prototypes based upon applicable scenarios identified through user stories and personas.
Technical Roadmap & Blueprint
Detailed documentation on how the solution is to be implemented and a timeline for each phase of the implementation.
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Attribution Model & RoadmapA phased attribution model that will allow the HomeServe team to better track their customer touch points and attribute revenue accordingly.
Marketing Cloud Recommendations
The HomeServe team had fully migrated to SFMC three months before the project start and requested that we make recommendations of opportunities based upon their current setup.
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Customer Attribution
While there are many aspects of the project I cannot talk about currently due to an NDA, this one item I wanted to touch on as it was a new area of knowledge I had to explore in order to deliver the desired results to the customer.
HomeServe’s marketing teams were struggling to pinpoint customer attribution due to a number of entry points that were not being properly tracked. By connecting number of Salesforce Technologies to HomeServe's digital and direct mail marketing campaigns, my solution would allow their business teams to properly budget and test for the top performing touch points. |
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