Mobius
Laundry Locker operations plan
Business Overview
 LL is a dry-cleaning and laundry
business located in the Bay Area
 Founded in 2005 by Arik Levy
 Env...
Challenges to Growth
1) Struggles to convert new customers to long-term users
 Lack of customer connection
in Kiosks
 24...
Challenges to Growth
2) Retention efforts are hindered by a lack of systems
 FAQ’s are sparse
 No CRM system to handle
c...
a. Develop Self-Service Terminal
b. Dynamic FAQ page
c. Web form to collect vital issue information
d. Case Management Sys...
 Increases ease of use
 Provides on-the-spot live
help
 Assists first-time customers
 24/7 support for a 24/7
business...
Dynamic FAQ Page
Recommendations
Web Form Inquiry Tool
Recommendations
Auto
populates
data
form
Auto
populates
data
form
Customer
submits
web
inquiry
Custo...
Case Management System
Recommendations
Breakeven Analysis
Sustainability
Values
Employees
Green
Cleaning
Technology
Continued
Growth
Conclusion
 Access to quality
data is vital
 Be flexible and
client focused
 Don’t be afraid
of being assertive
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Ll pres v5

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  • Speak towards how a new customer or current customer falls into these recommendation.
    Customer lifetime flow
  • -Based on award winning design used by FreshBooks
    -Reduces phone calls
    -Increases website searchability
  • Case management system
    Track customer service claims
    Scalable platform
    Automating
    Notifications
  • Due to privacy issues, can’t share numbers
    It’s based on lifetime revenue per customer and number of addtl customers needed to be retained to cover cost of implmentation
  • Key learning
    -good access to quality data early is key
    -Be client focused and have the ability to pivot when needed
    -Not being afraid to be assertive – go out and ask for it
  • Ll pres v5

    1. 1. Mobius Laundry Locker operations plan
    2. 2. Business Overview  LL is a dry-cleaning and laundry business located in the Bay Area  Founded in 2005 by Arik Levy  Environmentally Friendly GreenEarth™ Technology  Over 800 locations around Bay Area  Differentiator = Locker Technology and Software
    3. 3. Challenges to Growth 1) Struggles to convert new customers to long-term users  Lack of customer connection in Kiosks  24/7 service, but not 24/7 support  About 1000 signups a month, but no increase in sales
    4. 4. Challenges to Growth 2) Retention efforts are hindered by a lack of systems  FAQ’s are sparse  No CRM system to handle customer complaints  No aggregation of customer queries  Customer service at full capacity and not scalable
    5. 5. a. Develop Self-Service Terminal b. Dynamic FAQ page c. Web form to collect vital issue information d. Case Management System Overview Of Recommendations
    6. 6.  Increases ease of use  Provides on-the-spot live help  Assists first-time customers  24/7 support for a 24/7 business  Low implementation and scalability costs In-Kiosk Self-Service Terminal Recommendations
    7. 7. Dynamic FAQ Page Recommendations
    8. 8. Web Form Inquiry Tool Recommendations Auto populates data form Auto populates data form Customer submits web inquiry Customer submits web inquiry
    9. 9. Case Management System Recommendations
    10. 10. Breakeven Analysis
    11. 11. Sustainability Values Employees Green Cleaning Technology Continued Growth
    12. 12. Conclusion  Access to quality data is vital  Be flexible and client focused  Don’t be afraid of being assertive

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