<aside> 🗣️ TL;DR Made Landingforce easier to use by improving the workflow for NMT agents to find leads and ensure they're actioned quickly.

</aside>

Role - Product Manager, Product Designer

Team - Engineering, Sales, Operations, Design, Marketing

Goals

1. Improve NMT response rate and ensure that all Potential Bookings are actioned.
2. Boost conversion rates as a result of improved user experience for NMT agents.

Background

In the last 90 days, 2,800+ leads have reached out to us on their 2nd+ contact that have not gotten a response back from our team. The opportunity cost of no responses to these leads is $700,000+ assuming each NMT agent has ~10% conversion rate.

High-level acceptance level criteria

• When a lead emails, texts, calls us - nothing changes in LandingForce to tell the agent 'hey this person needs an answer.' NMT has to be constantly checking multiple different sources to try to corral everything.
• As an NMT agent, I often have a call where I tell a lead I will call them next Friday, etc. The follow up cadence in Landingforce, however, does not let me set a future date to start the cadence. I can go make a follow up task for next Friday, but I'll still get a task to call every day for the next week. These tasks are making the queue hard to work through. This is compounded by:
  • If I have a lead to work, I have seven straight days of calls I have to make. If I miss a day or two (or didn't action the task because I didn't need it, like above), a second task gets added to my queue the next day. I can't close these out en masse, and it again is 2-7x'ing the number of tasks I have in my list, making it hard to get to the important info or find a particular follow up

Project Scope Outline

Level of Effort: Low | Medium | High

In Scope

• Bookable Person Page
  • Click to Text, Email, or Call
• Communication & Notes
  • Leave Comments in Communication
• Potential Booking Lifecycle (Statuses)
  • Potential Booking Lifecycle
• Automation
  • Daily polling
  • End of sequence for checklist
  • External communications
  • Revived Lead (Reengaged)
• Dashboard Page
  • Bookable Persons List
• Potential Booking Page
  • Leave Comments in Communication
  • Checklist
    • Checklist Types
    • Setting Sequence Dates for Checklist
    • Marking Lead as Lost
• UTM
  • UTM Info

Out of Scope / Nice to Have

See Appendix

• Dashboard Rework
  • Metrics
• Reservations Dashboard (approved, booked, denied)
• Status - OB Cold Lead
• Alert Pop-Up on PB ****

Requirements

Prototypes: https://www.figma.com/file/B9JXRIvinpH9yKpgnxG0Mt/Grant's-Designs?type=design&node-id=251%3A140&mode=design&t=tHpqcFTKfnpWV1u2-1

This section goes in to depth what is required for each section

Bookable Persons Page