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. 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. 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. 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. 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
12. Conclusion
Access to quality
data is vital
Be flexible and
client focused
Don’t be afraid
of being assertive
Editor's Notes
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
