Atelier Lumikha Project - Map Pop - Local Search Solution

In-house Product Design and Campaign Management

About Map Pop

Map Pop is a service directed at U.S. small businesses to support local online marketing with a simple website optimized for mobile devices. We also create business social sites, check for name/address/phone (NAP) match, and optimize online map listings to ensure prospective customers can locate our clients on popular search engines.

The Challenge

Originally conceived as a joint venture, Atelier Lumikha provided product design and development expertise, and its partner supplied capital to fund the early sales operations.

The funding partner needed a replacement for LEC billed products, and Lumikha embraced the program to hone its expertise in fully integrated service delivery through product creation, design, sales management, customer support, and subscription billing propecia pills 1 mg.

The Solution

Product Design

  1. As a blue-sky exercise, Map Pop proved interesting because we had to create a service with enough substance to convert sales yet establish a streamlined provisioning profile. Website and social site provisioning happen before the customer’s first payment because the service uses a thirty-day, free trial to build brand rapport.
  2. Much of the design work focused on the customer service experience and approach to retention. Local optimization, like SEO work in general, is abstract in nature and does not yield immediate results. Therefore we had to develop an integrated communication approach to both educate our customers and to establish trust with the customer-facing aspects of the company while the provisioning team did its work.

Customer Support

  1. The customer care duties are challenging on any program. There is a balance between customer accommodation and the business reality that an effectively managed customer service team routinely negotiates.
  2. Each agent must command an impressive amount of internet marketing knowledge, handle billing questions, take control of calls when a subscriber is reluctant to give the service a chance to work its magic, and manage requests for content updates.
  3. Lumikha hires quality people with the aptitude to enthusiastically deliver complex information in simple, clear language. We arm agents with decision process matrices and background information to give them the tools they need to deal with their customer support tasks.

Center Management

  1. Using our fully integrated performance management platform for distributed operations, we work with call centers in the Philippines to optimize them. With detailed reporting, we can drill down on strategic and tactical opportunities for consistent, generative collaboration. From our perspective, it is paramount that our centers are profitable, stable organizations invested for the long-haul.
  2. Lumikha organized our program launch around a comprehensive set of standard operating procedures derived from Lumikha’s in-house operating protocols. These were documented into online learning and made available to the call centers selling and supporting the service.

The Result

Map Pop has been operating for the past four years grossing over $30,000/month. Our partner centers produce at a 1-2.0 SPD clip and receive weekly commissions like clockwork. We engage with our call center and internal staff quarterly for extensive program reviews, and we have extensively overhauled the service twice.

Student Loan Product Development

Product Design and Multi-center Campaign Management

About Student Loan Clinic

Student Loan Clinic (SLC) is a service that helps people work through their options for federal student loan repayment. SLC is purpose-built for telemarketing using offshore call centers and back-office operations. A group of offshore BPO vendors handles these activities.

The Challenge

The brainchild of a highly experienced telemarketing entrepreneur, he contacted Atelier Lumikha to assist in the product design, marketing presentation, and to develop an end-to-end performance management system.

Selecting Lumikha for an assignment of this scope was a no-brainer since we have a rare combination of expertise in marketing, application development, and offshore outsourcing.

The Solution

Product Design

  1. With an entirely service-based solution that relies on proprietary processes to support publicly available access to loan extension and mitigation documents, it was important to develop mutually reinforcing brands to present the various aspects of the operations matrix: sales, document processing, plus billing and support.
  2. To develop these three entities, we collaborated on the marketing design and the operational approach thinking extensively about how to integrate performance monitoring across call centers in disparate locations.
  3. Everything from logo designs to the center SOPs aligned with client objectives for detailed reporting of on-the-ground activity. Tight alignment and transparent communication were the foundations for consistent iterative performance improvement.

The Platform

  1. The system, dubbed Viridian, delivers live performance data for shift management and tracks individual performance downstream through agent and center sales execution, integrated quality assessment, and retention.
  2. The tool gives centers insight into actionable performance data, which they feed to their operations teams. Lumikha identifies strategic and tactical areas for improvement and supports the centers with daily calls to disseminate crucial information and collect feedback.

The Call Center SOP

  1. With a platform for consolidated operations complete, Lumikha worked on call center recruiting and orientation to launch the company’s sales efforts in several centers located in India, Pakistan, and the Philippines.
  2. Lumikha organized program launch around a comprehensive set of standard operating procedures derived from Lumikha’s in-house operating protocols. These were documented into online learning and made available to the call centers selling and supporting the service.

The Result

Ultimately, the Student Loan Clinic was absorbed into a debt consolidation organization and its services discontinued. The platform and SOP remain essential tools in Lumikha’s multi-center management activities.

Web Developers Wanted. Start Your Career With Lumikha.

Geekily Inclined: Hiring Fresh Graduate Developers

Want to help us build a world-class local marketing platform for small businesses? Join a team building a world-class marketing platform for small businesses. Apply to jump start your web dev career. Lumikha is currently looking for entry level WordPress & Bootstrap Developers to join our Dumaguete Team. If you are fresh, sharp, and hungry with (or working toward) a degree in Architecture, Engineering, or Computer Science, Lumikha might just be the place for you. We’re building something truly fantastic: a killer platform for online marketing and a great company. The relentless pursuit of perfection should be one of your personality traits.

You:

  • Have good English skills
  • Have knowledge of WordPress, HTML5, CSS3 and JavaScript (jQuery), PHP or Python, MySQL
  • Are familiar with mobile/responsive design, Git and Github
  • Have the ability to work in a deadline driven environment
  • Are committed to clean, efficient and compliant code
  • Are a self-starter and self-directed
  • Have a curious mind

If you are interested in any of the following areas of application development, you should apply online:

  • Process Design & Documentation
  • User Interface Design
  • Front-end Development
  • Database Design & Implementation
  • Full-stack Development

If you know the difference between an array and an object and you’re passionate about building well-conceived and well-constructed responsive websites for our customers, apply online today!

Seeking Novice Copy Writers. No Experience Necessary.

Ready to put pen to paper for fresh, engrossing web copy? Apprentice to learn the art of copy writing the right way. If you have the passion to write fresh, invigorating copy that makes people pause and think, “Hey, that’s pretty great!” then you should talk to us. We have openings in our merry band for humans who can help our customers execute online content strategies, write website and create content for brochures, presentations and information graphics.

What you need to bring to the game is a great sense of editorial style, be an avid reader, film watcher and observer of life in all its grandeur and subtlety.

You:

  • Have excellent English skills
  • Are committed to quality work
  • Are a self-starter and self-directed
  • Have a creative and curious mind
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