This is an internal document for IKEA to train their staff on the new partnership with hipages.com.au to power their Kitchen Installation service

1. IKEA has partnered with hipages.com.au to help
our many customers get in touch with many qualified kitchen installers

2.  the no.1 renovation site
 they deliver a resource-rich
experience for consumers
contemplating renovation
decisions
 by identifying consumer needs
hipages.com.au drive traffic
and leads to qualified
tradesman (suppliers)
 they help both consumers and
suppliers get connected
who are hipages.com.au
hipages.com.au renovation consumer decision journey

3.  together IKEA and hipages
have identified 4 key contact
points where our customers will
meet the service
 at these points the customer
will be asked for some basic
information about their kitchen
installation
Get Quotes
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where our customers meet
hipages com.au...
IKEA contact centre IKEA StoreIKEA.com.au

4.  visitors will be steered to the
Kitchen department page
on the IKEA website

5.  visitors will be steered to the
Kitchen department page
 the IKEA Installation icon will
remain the identity for the
service and sit as step 4 in the
buying process
 Tell us about your kitchen
 Qualified tradesman will contact you to quote
 You choose the best one
Get quotes
on the IKEA website

6.  visitors will be steered to the
Kitchen department page
 the IKEA Installation icon will
remain the identity for the
service and sit as step 4 in the
buying process
 the call to action is ‘Get Quotes’
and when clicked a pop-up form
will appear over the page
 Tell us about your kitchen
 Qualified tradesman will contact you to quote
 You choose the best one
Get quotes
on the IKEA website

7.  co-worker will steer enquiring
customers to the IKEA Kitchen
page on the website
 co-workers can assist ready
customer to complete the ‘Get
Quotes’ form
 customer service follow up
enquiries are forwarded and
managed by hipages.com.au
at the IKEA contact centre

8.  visitors will be made aware
through our standard service
communication guidelines
in the IKEA Store...

9.  visitors will be made aware
through our standard service
communication guidelines
 visitors will be able to access
‘Get Quotes’ from any Kitchen
planning desk
 ‘Get Quotes’ button is the same
principle as IKEA BUSINESS
and Interest free finance
in the IKEA Store...

10.  hipages.com.au will have a
sub-category page called IKEA
Kitchens
 the sub-category will talk about
IKEA Kitchens and the 4 steps
to buying a kitchen
 visitors will be steered to the
IKEA Home Planner or have
the ability to ‘Get Quotes’
directly
visitors to hipages.com.au

11.  immediately after clicking ‘Get
Quotes’ the customer will
receive confirmation of their
request via SMS and email
 the customer will automatically
be set up with a profile on
hipages.com.au where they
can view ‘My Jobs’ and their
current status
what happens after ‘Get
Quotes’...

12.  hipages.com.au receive the
enquiry and review the
information provided by the
customer
 the customer may be contacted
for a few extra details
finding the right supplier

13.  hipages.com.au receive the
enquiry and review the
information provided by the
customer
 the customer may be contacted
for a few extra details
 hipages.com.au send the ‘Get
Quotes’ lead to the top 10+
most suitable suppliers
 this process takes between 15
to 60 minutes
finding the right supplier

14.  hipages.com.au receive the
enquiry and review the
information provided by the
customer
 the customer may be contacted
for a few extra details
 hipages.com.au send the ‘Get
Quotes’ lead to the top 10+
most suitable suppliers
 this process takes between 15
to 60 minutes
finding the right supplier
15 to 60
minutes

15.  the first 3 suppliers to accept
the ‘Get Quotes’ lead receive
the customers information
choosing the right supplier

16.  the first 3 suppliers to accept
the ‘Get Quotes’ lead receive
the customers information
 at the same time the customer
receives information about the
suppliers
choosing the right supplier

17.  the first 3 suppliers to accept
the ‘Get Quotes’ lead receive
the customers information
 at the same time the customer
receives information about the
suppliers
 the suppliers contact the
customer to arrange a quotation
 the customer selects the best
quote and service
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choosing the right supplier

18. 
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 ‘more information’
right at the start if any additional information is needed
hipages.com.au contact the customer
 ‘were you contacted’
24 hours after a supplier has accepted a lead
hipages.com.au follow up that the customer has been
contacted by the supplier
 ‘how was your quote’
8 days after a supplier has made contact
hipages.com.au follow up the customers satisfaction
of the quote
 ‘always available’
customer can chat, email or call hipages.com.au co-
worker on Monday to Sunday
support along the way
 

19.  at each interaction feedback is
gathered through a
questionnaire completed on the
customer profile
giving feedback about the suppliers
performance

20.  at each interaction feedback is
gathered through a
questionnaire completed on the
customer profile
 good feedback rewards a
supplier with more leads
giving feedback about the suppliers
performance

21.  at each interaction feedback is
gathered through a
questionnaire completed on the
customer profile
 good feedback rewards a
supplier with more leads
 poor feedback generates a
supplier less leads*
*a supplier may be removed from the
category
giving feedback about the suppliers
performance
???

22.  if at any time a customer has a
question or concern about the
provider we must steer the
customer to hipages
 hipages.com.au take
responsibility for the
relationship and help work
towards a resolution
 hipages.com.au will feedback
to IKEA at the end of each
month
during the installation...
Contact centre Store

23. the customer meet
hipages.com.au at 4
key points
lets recap the main steps in the hipages.com.au service...

24. at each point the
customer can ‘Get
Quotes’
the customer meet
hipages.com.au at 4
key points
lets recap the main steps in the hipages.com.au service...

25. at each point the
customer can ‘Get
Quotes’
a profile is created to
follow the status of
their jobs
the customer meet
hipages.com.au at 4
key points
lets recap the main steps in the hipages.com.au service...

26. at each point the
customer can ‘Get
Quotes’
a profile is created to
follow the status of
their jobs
hipages.com.au find
the best 3 suppliers
the customer meet
hipages.com.au at 4
key points
lets recap the main steps in the hipages.com.au service...

27. at each point the
customer can ‘Get
Quotes’
a profile is created to
follow the status of
their jobs
hipages.com.au find
the best 3 suppliers
the customer meet
hipages.com.au at 4
key points
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the customer chooses
the best quote and
service
lets recap the main steps in the hipages.com.au service...

28. at each point the
customer can ‘Get
Quotes’
a profile is created to
follow the status of
their jobs
hipages.com.au find
the best 3 suppliers
the customer meet
hipages.com.au at 4
key points
hipages.com.au
manages the
relationship
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the customer chooses
the best quote and
service
lets recap the main steps in the hipages.com.au service...

29. at each point the
customer can ‘Get
Quotes’
a profile is created to
follow the status of
their jobs
hipages.com.au find
the best 3 suppliers
the customer meet
hipages.com.au at 4
key points
hipages.com.au
manages the
relationship
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the customer chooses
the best quote and
service
???
good feedback rewards a supplier with more leads
lets recap the main steps in the hipages.com.au service...

30. the partnership with hipages.com.au begins on the 1st October 2013 whereby the ‘Get
Quotes’ functionality will be available on the web and in-store
the above documentation supports the overview with a little more information
Q & Aworkflow operation manual