Homeowner Advisory provides a structured approach to how we interact with customers in the best way and enables us to present homeowners with strong visual design concepts to leave lasting impressions.
Johannes Holm is End User Lead Advisor in CIC Denmark. He has spent the last four years helping homeowners find the best solutions for their homes and knows that direct contact with the homeowners is one of our most powerful tools to influencing the individual customers. Until this summer, however, Johannes felt that he was missing a strong visual artifact in his toolbox.
Together with four other colleagues, Johannes is part a VELUX Daylight Design Advisors team in Denmark – a brand-new team put together as part of Homeowner Advisory and dedicated to guiding and advising homeowners on how to improve their living spaces and optimize conditions for their well-being through fresh air and daylight from above.
“Early on in my career in VELUX, I was given the opportunity to talk to individual homeowners and provide them with advise on our solutions. It wasn’t a sophisticated process when we started out – I had an Excel sheet where I would add customer information, an e-mail and a phone that I could use to call the customers.
As we grew the team with additional resources and begun to interact with more customers, we quickly understood the importance of visuals and the ability to present the homeowners with our solutions in a visual way.
So we would browse WeShare or our case catalogue on the website, which at the time saw a lot of great new photo-cases, to find a collection of pictures. Sometimes we would use a free hand and draw something on the images and send off to customers – it was not ideal but we were able to advise the homeowners and present them with solutions in a visual manner.
But something was missing to support our advisory talks – the ability to move the customers through the journey in an organised way and influence their home improvement projects.
I actually think all of the parts were there, they were just not organised. We had the showroom, WeShare, photo-cases, inspirations and colleagues visiting customers on-site but we needed something to connect the dots. The launch of the Homeowner Advisory in Denmark this summer provides just that. Not only do we have a structured approach to how to move homeowners through their journeys, but we now have a tool, a Design Concept, that allows us to visually showcase how our solutions can transform spaces. A simple PDF file that can help us easily present our solutions to the customers.
Ultimately, I see the Design Concept as a game-changer in our efforts in competing with other home improvement projects
Johannes Holm, End User Lead Advisor, CIC Denmark
But what I really like about it is that it empowers our homeowners to seek solutions that feel right for them and their families. A Design Concept is something the homeowners can take with them in the entire process and share in conversations with e.g. the installers or the municipality. This visual tool provides them with information that supports their conversation and allows them to make informed choices.
Ultimately, I see the Design Concept as a game-changer in our efforts in competing with other home improvement projects – we are taking charge of our conversations with the customers and leaving strong impressions with them not only in a form of direct conversation but also visual document that sticks with them no matter where they are in their journey.”
