Customers are at the heart of everything we do, and we must meet their needs to stay in business. With Homeowner Advisory, we move closer to customers by providing an authentic and personal advisory experience, fuelling their dreams and help turn their visions into reality.
In early summer, a homeowner-facing service offering was launched in markets in Region North West. Three dedicated Daylight Advisory teams have been set up in the region to introduce roof window solutions to more homeowners through an authentic and personal advisory experience – without a site visit.
“Our solutions are loved by more than fifty million customers who benefit from them every day but getting our solutions is not always easy. Home improvement projects such as installing a roof window can be a long, complex and often frustrating process. We are taking that customer pain point and turning it into our biggest opportunity,” says Carl Frederik Gierding, Business Integration Director in Global Consumer Services and Project Owner for Strategic Project 2.2: Offer homeowners VELUX advisory services.
With a goal of introducing roof window solutions to more homeowners through an authentic and personal advisory experience, we developed a mix of digital touchpoints, inspirational homeowner tools and a sales process of direct engagement with our homeowner advisors
Carl Frederik Gierding, Business Integration Director in Global Consumer Services
In record time, the project team led by Carl Frederik mobilised, developed and deployed a set of customer-facing services that aim at constituting a new common approach of offering advisory services across VELUX.
“With a goal of introducing roof window solutions to more homeowners through an authentic and personal advisory experience, we developed a mix of digital touchpoints, inspirational homeowner tools and a sales process of direct engagement with our homeowner advisors,” says Carl Frederik and continues: “We released the first version of our services in Denmark and Great Britain & Ireland in early July which we already developed further on and just went live in France with an improved version.”
Delivering the buying experience we want depends on many different things, but central to success is a team of Daylight Design Advisors equipped with the knowledge and skills to proactively engage with homeowners and help them realise their vision.
“Every space has a potential for becoming a favourite place, but it needs a well-trained eye to reveal it. That is why we are building dedicated teams of VELUX Daylight Design Advisors anchored in the Regional CIC teams who undergo a comprehensive training programme in order to enable them to advise and guide our homeowners towards the right solutions for them and their families,” concludes Carl Frederik.
The project team is now focusing on launching the service offering in new markets, completing background integrations and developing further on the solution.