CRM groomers management
What is Petsmart?
Petsmart is one of the biggest retail chain in the U.S and Canada for pets beauty salons, hotel and dog training programs.
The challenge
Petsmart wants to optimize the groomers working process at the beauty salons, through a new CRM system that will manage their shifts. The system will be installed both at the salons and at the customer service center.
One of the challenges is that the groomers and the SRC have different needs.
How do you characterise one identical wholistic system when there are two types of users and need?
Edge and fingernails please
I flew to Phoenix, AZ to get to know the business client, the current CRM system, to observe the salons and SRC activities and interviewed reps of both department to understand the pain points and co-working needs. Before I left, I've mapped the customer journey and identified at the observations, and conducted a co-creation workshop with the business client and the system users,
so we could together identify barrier that my come across, new opportunities and ways to optimize the process.
After getting back, I've managed a session in which I've passed along all the information I've gathered to my teammates and from there on started leading the process of characterizing the future CRM system.
