Event Management made easy
In an industry where most providers of digital event management communicate generically and only talk about features – about what their product can do – Klausenberg has helped Eventbuizz change strategy and carve out a completely different position in the market.
They have moved from talking about features and customer pain points to speaking about excitement and inspiration instead.​
This has led to a shift – a new mission and vision – that can carry the company into a market where they no longer need to shout with the same voice in the same choir.
In order to make this strategy and brand proposition, we had to rethink the entire business and products at EventBuizz.
Mapping the business
Before we mapped and redefined EventBuizz' products, user experience, services and design thereof, the customer would have to take a course to find their way on the EventBuizz Event Management Platform.
To map the business, I interviewed all employees and after that we send out questionares to selected trusted clients.
Finding the Pain Points
To map the business, we started interview all emloyees to find out all the pain points on both sides; the customers and the employees.
Target Groups
Very soon in the proces, we found out that far most of the clients and potential clients were women – and that we therefore had to adress the target group in an entirely differetn manner than before. We also found out that far most in our target group had to carrie the facts and benefits of our product and services upwards in their organisation, where the main target group were men – unfortunately.
That played a huge role in how the UX had to be designed.
Designing the products and services
Over a 2 day workshop we split the products and services in atoms and rebuild the entire business from scratch – and also gave us the solution to how we should do the UX and UI.
Customer Journey / Customer Centricity
A lot of elements had to be invented from scratch and carefully concidered to give the customer the best possible journey.
Support
For a highly complicated IT product to truly be succesful is determined by how we respond to problems and how we solve them. That's why we had to design a completely new playbook to problemsolving.
16 Steps to better service
(Code of Conduct)
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Build customer relationships that foster trust
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Be patient
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Stay attentive
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Give clear information / Use common sense
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Know the product
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Speak respectfully
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Perform (Show genuine interest)
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Time is money (Focus on what you can solve)
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Read the customer correctly (Ask the right questions)
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Keep your cool
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Stay focused
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Embrace surprises
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Every inquiry is a potential lead
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Persistence (Don’t take shortcuts)
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Close the door behind you (Be clear when a task is completed)
Employee Branding
For a highly complicated IT product to truly be succesful is determined by how we respond to problems and how we solve them. That's why we had to design a completely new playbook to problemsolving.
– and so much more...
This is a 360° Branding Proces that contains everything CI, CVI, CTI, Brand Proposition and Communication. Here's some of it.
