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Overview of Customer Journey

OVERVIEW OF CUSTOMER JOURNEY 

 

LEAD CUSTOMER JOURNEY .png

 

LEAD CUSTOMER JOURNEY 

Process 

  1. IDENTIFICATION 

  • Qualify LEAD leads (e.g. eligibility tool, referrals, community events) 

  • Create LEAD case in CRM/database system  

  • Add context into CRM (e.g. existing concerns, motivations) 

  1. PRE-VISIT (by RAd) 

  • Book in visit  

  • Explain purpose, structure and limitations of visit 

  • Pre visit preparation (EPC, Parity, Street view, etc...) 

  1. VISIT (by RAd)  

  • Visual ‘inspection’ of house from outside 

  • Check in, discussion of needs and intentions 

  • Walk-around assessing: 

    • Floors 

    • Walls 

    • Roof 

    • Windows and doors 

    • Heating / Hot water 

    • Renewables 

    • Damp 

    • Ventilation 

  • Conclude visit with time for discussion including: 

    • Observations 

    • Issues 

    • Measures 

    • Next steps 

    • Funding options 

    • Sign privacy statement 

    • Check-out  

    • Consolidate notes ASAP 

  1. POST-VISIT (by RAd) 

  • Write up report 

  • Outcomes and Referrals 

  • Send report 

  • Update CRM 

  • Update Reporting 

  • Any actions regarding learning & evaluation and customer feedback 

  1. WHOLE-HOUSE PLAN (optional) 

  • Assign a RAs to the client  

  • Arrange date for home assessment  

  • Full house energy assessment inc. questionnaire  

  • Full written report (with home energy performance + suggested measures) 

  • Follow-up call or visit to discuss questions and clarify report findings  

  • Advise on next steps if wants to go ahead with any suggested measure   

Homeowner Coordination & Works – Phase 2 – to be further developed 

Should the HO wish to proceed to the next phase of their retrofit journey, they can enter into a Contract with a local LEAD partner to provide the following: 

  • Ongoing support by a RC to assist with the Retrofit Project until completion and final quality assurance sign off 

  • Assistance with procurement of specialist consultants/contractors to assist with the Retrofit Project 

  • Quality assurance during the Retrofit Project 

  • Final quality assurance sign-off and handover by the RC 

 

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