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Journey

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by

Максим Комлев

on 22 March 2016

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Transcript of Journey

Customer search\Lead Generation
Opportunity for SE - Possibility to advice electricians for customers on SE web page (on the map) and via ССС. Target - generate business for Elecs. and to give extra service to consumer from SE side
Identifies, receives, and qualifies job opportunity
Opportunity for SE - Our goal is the lead generation to offer electricians projects based on their partner level. Higher the level bigger the project.
First meeting
Opportunity for SE:
1 - Provide branded clothes and equipment (professional tools)
2 - Create Mobile tools impressing the consumer:
step 1 - EMQ and Mix and Match
step 2 - (nice to have) augmented reality for WD design/FD functions
Approval of the project + primary cost estimate of work
Opportunity for SE - Give tools to quickly create the BOM, total project cost and design of WD (EMQ E-Cat). To choose design (mainly relvant for WD) Elec. should have: catalogues (paper or digital), samples, digital tools (Mix&Match and/or aug. reality).
Final BOM and design
for approval
Opportunity for SE - Add the ability to easily change the specification. Same mechanics should be introduced in PRM. Opportunity to draw simple schemes in EMQ and EQQ.
To choose design on-site Elec. should have: catalogues (paper or digital), samples, digital tools (Mix&Match and/or aug. reality)
Orders / receives components
Opportunity for SE:
Partner POS Locator in PRM on map with phone, address, working hours
Stocks availability info through CCC - Q1 - 2015
Provide information about availability of in the stocks of our partners 24/7 with the opportunity to reserve the product (only for VIP). Сan be ordered through the ССС or in PRM(VIP Elec.)
Search for qualified employees
Opportunity for SE - Complete information about the specialization of electricians in PRM and Volt-M with rating points to find the right level of competence
GOAL!
Journey
F**k circumstances, create opportunities(c)
Talent Management - only for company
Opportunity for SE - Ranking points and the type of work/specialization in PRM and Volt-M (at this stage - then migration to PRM when available) of electricians. We help to find a qualified electrician.
Infrastructure Management
Nothing
Vendor-focused
Opportunity for SE - Personal meetings with electricians and personal CCC + Discount for Elecs/Reward program, Education (Wiki Electro etc.)
Industry Knowledge
Opportunity for SE - Video digest for electricians (news, story of Elec, product news and reviews) and events
Process-focused
Opportunity for SE - Video reviews (how to do it right), selection guides, tips and tricks, compatibility maps (e.g. which dimmers dim which type of lamps/loads...)
Bill / expense tracking and payment
Opportunity for SE - Basic Course in LMS ( training preparation of basic financial contracts)
Credit solutions
Nothing
Receives final payment
Nothing
Providing guarantees
Opportunity for SE - Predictable warrante from SE side (part of the Elec. program requirements) for the job and products. If something is wrong electrician comes and fixes. Competitive equipment is out of scope.
Customer follow-up & relationship building
Opportunity for SE - Show that SE certified electricians are different from all other (branded tools, software, level of knowledge) and that they care. Plus this is the wayfor SE to get feedback on if Elec is at the right level.
End Users-Focused
Opportunity for SE - Warranty, SE brand and support. Rating points system for the electrician based on consumer feedback (+100% call back after project is done). Advanced tools to increase perceived image in the eyes of a customer.
Distributor Focused
Opportunity for SE - Providing information in PRM on the availability of our products in POS with the opportunity to order products remotely. Special promotions/discounts with partners (product of the month etc).
Product-focused
Opportunity for SE - Video reviews of products, news, trends. Cross-reference tables, configurators.
Marketing activities
Opportunity for SE - SE Electrician Program as itself, SE electricians promotion on web - Schneider makes marketing for them.
Electricians usually do not have offices and infrastructure: only web-sites and/or pages in social networks. They don't also hold the stock.
Business strategy
Opportunity for SE - Basic Course in LMS (depth training business processes) for business basics, in-class education
Electricians do not take credits
Very important: our company will not interfere in the financial relations between the client and the electrician
Bruce Lee
New business model on the market - SE gives guaranteed service to consumers via Electricians Program
Lead generation for electricians
Reward program for Elec.
Help electricians earn more and do the job faster
Increase the respect for electricians job from consumer side
Important: our research shows that if the electrician does not know how to install it goes on YouTube and look for how to make it
PRE - Purchase - Job search
PRE - Purchase - Job search
PRE - Purchase
PRE - Purchase
PRE - Purchase
PURCHASE - Sourcing Option 1 - Elec purchases for consumer
PURCHASE - Sourcing
Engages in on-going installation of
components
Opportunity for SE - Video installation guides and tips and tricks (2 videos per month). E-learning modules + promotion. FAQs, comics, educational games.
IMPORTANT - If the electrician does not know how to install it asks in Google or Yandex and watching a video how to do it correctly
POST PURCHASE - Installation
Project Completion - Customer follow-up & relationship building
Services
Resource Management
Resource Management
Relationship Building
Relationship Building
Relationship Building
Knowledge Building
Knowledge Building
Knowledge Building
Business & Marketing Strategy
Business & Marketing Strategy
Finance Management
Finance Management
Challenge for Elec - Constantly have projects
Challenge for Elec - electricians want to work with larger projects because they can earn more.
Challenge for Elec - to look more professional in the eyes of the customer to strengthen the reputation and have upselling opportunities.
Challenge for Elec - Getting fast and accurate information on BOM, cost estimation, give possibilty to consumer to choose WD design.
Challenge for Elec - The ability to quickly and easily change specifications. Sometimes BOM is changed several; times due to cost and/or design or functions adjustments. Also a big challenge to make consumer to choose WD design (being part of interior).
Challenge for Elec - Always to know where he can buy products to save time. Elec. prefer to buy products at nearest POS.
Challenge for Elec - The ability to find an electrician to help with the project if he can't make it himself
Challenge for Elec - Lack of knowledge on installation (FD advanced functions(SPD etc), effictive ways of work, new approaches
Challenge for Elec. - Building long-term relationships with customers. Due to research main source of orders is recommendation of consumer.
Challenge for Elec. - not to spend a lot of time searching for the right employee with right level of competence
Challenge for Elec. - Opportunity to get products with a discount and the ability to communicate with SE employees (assistance in solving professional problems), to get best-in-class product and industry knowledge from the industry leader.
Challenge for Elec. - Getting discounts + possibility to know about the availability of products in stock, minimize time spent on purchase.
Challenge for Elec. - Ability to get information about news in the world of electricity in a simple form, market trends allowing to earn more (upsell), standard changes
Challenge for Elec. - To know exactly which products to use + the opportunity to learn about new products, functions, design etc. To find analogues of competition/or SE products.
Challenge for Elec. - Knowledge on how to install the products more efficiently, right tools selection, right mini-solution choice, product compatibilities
Challenge for Elec. - The opportunity to learn how to build and grow the business
Challenge for Elec. - The lack of knowledge as how to differentiate themselves among other electricians, how to cross-sell and up-sell
Challenge for Elec. - Lack of knowledge of how to make simple financial documents
Challenge for Elec. - to be a professional in the eyes of the customer and build long-term relationships
Talent Management - only for company
Not to spend a lot of time searching for the right employee with right level of competence
Infrastructure Management
Details in the presentation
Resource Management
to be a professional in the eyes of the customer and build long-term relationships
End Users-Focused
Opportunity to get products with a discount and the ability to communicate with SE employees (assistance in solving professional problems)
Vendor - focused
Getting discounts + possibility to know about the availability of products in stock
Distributor Focused
Relationship Building
Ability to get information about news in the world of electricity in a simple form, market trends allowing to earn more (upsell)
Industry Knowledge
To know exactly which products to use + the opportunity to learn about new products, functions, design etc.
Product-focused
Knowledge on how to install the products more efficiently, right tools selection, right mini-solution choice, product compatibilities
Process-focused
Knowledge Building
Business strategy
The opportunity to learn how to build your business
Marketing activities
Business & Marketing Strategy
Bill / expense tracking and payment
Lack of knowledge of how to make simple financial documents
Credit solutions


Nothing
Finance Management
The lack of knowledge as to differentiate yourself among other electricians
To constantly have projects
Customer search
Wish to work with large project because they can earn more.
Identification, receipt, and qualification of job opportunity
To look more professional in the eyes of the customer to better convince them and have upselling opportunities.
First meeting
To get fast and accurate information on BOM, cost estimation and WD design
Approval of the initial project + primary cost estimate of work
Final BOM and design approval
PRE - Purchase
To have the ability to quickly and easily change specifications.Sometimes BOM is changed several; times due to cost and/or design or functions adjustments. To choose design in 50% of cases consumer wants to visit POS
Order / components purchase (Elec part)
Knowledge on where to buy our products to save time. Elec. prefer to buy products at nearest POS. Product demostration (more relevant for WD)
Search for qualified employees
The ability to find an electrician to help with the project if he cant do it himself
Purchase
Engaging in on-going installation of components
Lack of knowledge (on efficient installation, FD advanced functions like SPD etc., product compatibility)
Post -Purchase
Receives final payment
For the Russian electricians this is not a problem
Customer follow-up
& relationship building
Building long-term relationships with customers. Due to research main source of orders is recommendation.
Project Completion
Extra services
To create a competitive advatange on the market and become different from others.
Services
Talent Management - only for company
Ranking points and the type of work/specialization in PRM and Volt-M (at this stage - then migration to PRM when available) of electrician. We help to find a qualified electrician.
Infrastructure Management
Nothing
Guarantee. SE brand and support. Rating points system for the electrician (+100% call back after project is done). Advanced tools to increase perceived image in the eyes of a customer.


End Users-Focused
Personal meetings with electricians and personal CCC + Discount for Elecs/Reward program
Vendor - focused
Providing information in PRM on the availability of our products in POS with the opportunity to order products remotely. Special promotions/discounts with partners (product of the month etc).
Distributor Focused
Video digest for electricians (news, story of Elec, product news and reviews) and events
Industry Knowledge
Video reviews of products, news, trends
Product-focused
Video review (how to do it right) + in class Education
Process-focused
Business strategy
Basic Course in LMS (depth training business processes) in class education
Marketing activities
Personalized advertising of electrician(Lead Generation)
Bill / expense tracking and payment
Lack of knowledge of how to make simple financial documents
Credit solutions
Nothing
Possibility to advice electricians for customers on SE web page (on the map) and via ССС. Target - generate business for Elecs. and to give extra service to consumer from SE side
Costumer search
Our goal in the lead generation to offer electricians projects based on their partner level. Higher the level bigger the project.
Identifies, receives, and qualifies job opportunity
1 - Provide branded clothes and equipment (professional tools)
2 - Creating a Mobile tools impressing the consumer:
step 1 - EMQ and Mix and Match
step 2 - (nice to have) augmented reality for WD design/FD functions
First meeting
Give tools to quickly create the BOM, total project cost and design of WD(EMQ E-Cat)
Approval of the project + primary cost estimate of work
Final BOM and design to engineer for approval
Add the ability to easily change the specification as well as after changing the specifications. Same mechanics should be introduced in PRM. Opportunity to draw simple schemes in EMQ and EQQ + Mix Match
Opportunity for SE
Orders / receives components
Partner POS Locator in PRM
Online stocks availability through CCC - Q1 - 2015
Provide information about availability of in the stocks of our partners 24/7 with the opportunity to order the product (only for VIP). Сan be ordered through the ССС or in PRM(VIP Elec.)
Search for qualified employees
Complete information about the specialization of electricians in PRM and Volt-M with rating points to find the right level of competence
Engages in on-going installation of components
Video installation guide 2 video per month. E-learning modules + promotion
Receives final payment
Nothing
Customer follow-up
& relationship building
Show that SE certified electricians are different from all other (branded tools, software the level of knowledge) and that they care. Plus this is the way to make sure consumer is satisfied and Elec is at right level.
Engages in on-going installation of components
Predictable guarantee from SE side (part of the Elec. program requirements) for the job quality and equipment. If something is wrong electrician comes and fixes. Competitive equipment is out of scope.
Challenge for Elec. - Warranty is required by consumer. If we provide it in a written/struxured way we (and our Elec.) gain strong competitive advantage.
The work journey
Business Journey
Orders / receives components
Opportunity for SE:
Product availability at maximum amount of points of sales
Good visual merchandising: presence in POS (demonstration of various ranges, colors, functions)
Warranty

PURCHASE - Sourcing option 2 - Consumer purchases himself
Challenge for Cons. - The ability to see\buy all offered products in one POS. Possibility to choose WD design. Obtaining a warranty from the SE and not from POS.
Order / components
purchase (Cons. step)
The ability to see\feel the products or choose design of WD. Obtaining a warranty from the SE and not from POS.
Orders / receives components
Availability at points of sale
Improve merchandising
Warranty

Electricians usually do not have offices and infrastructure only sites + pages in social networks. They don't also hold the stock.
Nothing
Opportunity for SE
Opportunity for SE
Opportunity for SE
Opportunity for SE
Opportunity for SE
Opportunity for SE
Opportunity for SE
Opportunity for SE
Opportunity for SE
Value for Elec. - High
Implementation - Medium
Value for Elec. - High
Dif. for Implementation - High
Value for Elec. - High
Dif. for Implementation - Medium
Value for Elec. - High
Dif. for Implementation - High
Value for Elec. - High
Dif. for Implementation - High
Value for Elec. - High
Dif. for Implementation - High
Value for Consumer. - High
Dif. for Implementation - High
Value for Elec. - Medium
Dif. for Implementation - Medium
Value for Elec. - High
Dif. for Implementation - Medium
Value for Elec. - High
Dif. for Implementation - High
Value for Elec. - High
Dif. for Implementation - High
Value for Elec. - Low
Dif. for Implementation - Medium
Value for Elec. - High Dif. for Implementation - Medium
Value for Elec. - High Dif. for Implementation - Medium
Value for Elec. - High
Dif. for Implementation - High
Value for Elec. - Medium
Dif. for Implementation - Medium
Value for Elec. - High
Dif. for Implementation - Medium
Value for Elec. - High
Dif. for Implementation - Medium
Value for Elec. - Low
Dif. for Implementation - Low
Value for Elec. - Low
Dif. for Implementation - Low
Value for Elec. - Low
Dif. for Implementation - Low
Full transcript