Doubling retrofit conversion rates
Elevate’s Energy Savers program had the potential to help multifamily building owners reduce energy costs and keep housing affordable, but the customer journey was slow and cumbersome. With too many friction points, building owners dropped out before completing energy upgrades, limiting the program’s growth and impact.
My solution
I took charge of refining the entire customer journey to remove bottlenecks and accelerate adoption.
Mapped the customer experience using a visual “board game” to illustrate pain points.
Shadowed staff and interviewed contractors and customers to uncover hidden roadblocks.
Led a process improvement effort, identifying solutions, prioritizing quick wins, and implementing Salesforce automation.
Developed training and workshops to strengthen the marketing and engagement skills of customer-facing staff.
The result
Conversion rate of customer inquiries to retrofits jumped from 22% to 45%.
Annual completed projects increased by 40%, significantly expanding the program’s reach.
Positioned Energy Savers as the key component in a $10 million government grant, leading to national replication.
Takeaway
Highly functional programs can be hindered by a few small kinks in the customer journey. By stepping into the customer’s perspective and methodically removing friction from their journey, I transformed a promising but underperforming program into a highly scalable, national model.