Fabelio Assessment

The document discusses automating Home by Fabelio's customer interaction and internal processes to scale without increasing headcount. It proposes solutions like a dashboard to track orders, AI to help account managers measure requirements, a chatbot for customer questions, and digital forms and brochures.

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Wildan Manggara Hidayatullah

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Fabelio Assessment

Uploaded by

Wildan Manggara Hidayatullah

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Fabelio Assessment

Sujud Ganda Saputra

Case Study
In order to sign 50 customers a month, HbF need:

- 1 Online Marketing analyst – for leads generation

- 1 CS agent – to get in touch
- 2 account managers – to do the surveys and prepare the quotation
- 3 interior designers – to create the 3D modelled images

In order to scale the number of customers up without increasing HR headcount, Home by Fabelio need
to automate this process as much as possible and reduce manual work. Think of it the way we can
automate HbF interactions with the customers as well as internal processes. Come up with your
hypothesis when needed. If you were to create such a product, which has widespread adoption and
usage, how would you go about it?
Current Flow
Currently the process is the following:

1. Online Marketing ads

2. Leads generation (email and phone number)
3. HbF team get in touch (call and/or WhatsApp message) and schedule the survey at the customer
house
4. During the survey, HbF team get rooms measurement and list down customer requirements
5. After 1 week HbF send out the proposal (quotation and 3D modeled images)
6. Customer decides whether to buy or not.
Proposed Solution
Objective
In order to scale the number of customers up without increasing HR headcount, Home by Fabelio need
to automate this process as much as possible and reduce manual work. By having an automate
process for our internal team, we assume that it will increase our productivity by cutting much of SLA
time which is cutting manual work for our internal team.

By that means, having automation process will also grow our GMV (Gross Merchandise Value) which is
assuming that lets our customers to request and make quotation to Fabelio.
Problem Deﬁnition
Sub-problem Proposed Solution

Customers not much aware for our brand and Putting more ads into social media to drive customer
services that we are trying to provide. awareness by having landing page for each ads that
we have either through mobile web browser or
desktop web browser.

Orders are hard to take care of which is a bit messy Having a dedicated dashboard that help all of teams
because of our team does not know the status from across division to track and maintain all orders with
each order. clear status for each order.

Incomplete form format that takes our SLA longer Giving a complete forms that lets our customer to ﬁll
than we expected. all of the information to cut the SLA time.

Long duration during measurement and listing Giving AI technology that lets our Account Manager
requirements process for Account Manager. to measure and list down the requirements digitally
which is connected to our dashboard and our
database as well.

Customers hard to make a decision because they are Create a digital brochure that lets our customers
unsure about what they want. decide their design-taste after having chat with our
CS team.
Problem Deﬁnition
Sub-problem Proposed Solution

Long duration SLA for our CS team because of our Giving a chatbot WhatsApp that lets our customer to
customers tend to ask about general question and receive information about general question and their
design recommendation from CS team. design-tasted as a recommendation and it will store
properly to our database.
Success Metrics

Goals Metrics

Customers are able to discover and see our online Increase conversion rate of customer to see our ads.
ads from any platform.

Customers are able to request a quotation from Increase quotation by 80% average.
online ads.

Our internal teams across divisions are able to Decrease our SLA time of processing order by 60%
maintain all orders well from the dashboard with average.
complete statuses.

Customers are able to ﬁll a complete information for Decrease our SLA time for CS team to proceed our
lead that they have to ﬁll. customers request and Account Manager to travel to
our customer place by 50% average.

Our Account Managers are able to measure and list Decrease Account Manager SLA time by 50%
down all customer requirements digitally. average when measuring and list down customer
requirements
Success Metrics

Goals Metrics

Customers are able to consider their design through Decrease SLA time for Account Manager to list down
digital brochure that our CS team gives before our and measure customer’s requirement.
Account Managers visit them.

Customers are able to get to know general question Decrease our SLA time for CS team to answer
with ability to answer their needs which will be general question or any question that should be
answered by our chatbot. listed down by our Account Manager instead by 70%
average.
Assumptions

By having several features that I have mentioned from the Success Metrics point, we assume
that:
- Our customers are able to aware our service clearer by having landing page over all
social media.
- Our customers are able to consider their needs by having digital brochure.
- Our customers are able to ﬁll the information that we have provided completely.
- Our Account Managers are able to measure and list down all customer’s requirements
digitally with AI technology.
- All of our internal teams able to maintain all orders from customers clearer with
dashboard that we would provide.
User Segments to target

First priority to target is our customer with persona based on it’s priority:
1. Demographic: ages between 25-40, which young married couple, or an entrepreneur
startup
2. Psychographic: active on social media, business man/woman, business owner
3. Behavior: tech savvy, may like to do online-shopping, a person/couple who has taken
mortgage house loan (KPR in Bahasa)
Requirements
Requirement User Story Value Effort