Improved the consumer journey experience for the out-of-warranty program through the development of an eCommerce website and website calls-to-actions.
I was tasked to improve the out-of-warranty program, so more customers will know about it and convert. It made sense to create LG Electronics first-ever eCommerce website. This was the start or birth of marketing service for LG Canada. To make the eCommerce site display out-of-warranty products, along with the correct flat-rates and other information, the site had to pull data from several systems used by the Service team. Therefore, I created a few flowcharts that showed both machine, user, and service technician steps/actions and worked with the development team to ensure that the databases were passing and retreiving the right info for the respective step.
The service team met their goals for servicing out-of-warranty products, LG Canada was able to service several customers, and rentention rates increased. The success of this project gave us the ability to implement a service marketing strategy.
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