Product

Management Case

Study with Solution:

How to Solve the

CRM Marketing

Case Study

@Product_Gym SWIPE
CRM Marketing

Case Study Prompt

While conducting customer interviews, you

discover that service professionals (pros) get a

lot of inbound phone calls they aren’t always

able to answer right away. For these

customers, service pros not getting back to

these calls quickly can result in lost business.

Determine whether you should bring a

solution to market. If you do, what does this

solution look like and what steps would you

take to get it to market?

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 Product Manager

Step 1 Case Study Solution

In this scenario, we’re imagining a service

professional, such as an HVAC technician,

electrician, or plumber, who has the CRM tool

installed on their phone or computer.

However, though customer leads are pinging

them, calling, or providing their information

on a form, the service professionals are not

getting back to them.

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 Product Manager

Step 2 Case Study Solution

Next, we need to validate the need. Here is

where the data and metrics come in. If we

think about the problem as a funnel, these

questions come up in our analytics:

What is the follow-up % that has been

made already to missed calls?

How many follow-ups per missed call are

there?
How many missed calls per service

professional or per request?

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 Product Manager

Step 3 Case Study Solution

In this section, you should list down all

possible solutions or Minimum Viable

Products (MVPs)

Solve to Qualify the Leads

The end-user (“Need my toilet fixed!")

completes a form that filters for urgency,

budget, location, the scope of the fix

needed, and a video upload of the problem.

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Reminder for a Service Professional

to Follow up

This involves an auto dialler or auto-

reminder. It could be through an email, text,

or dashboard notification on the CRM’s

desktop or mobile app.

Redirect Requests

Another solution would be for the service

professionals to bid on requests, or have the

option to redirect the request to another

person.

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Here is an example of the stories

for this product:

Data/Analytics

The next part is all about the numbers:

What are you tracking to ensure success?

What does success look like?
What data would you look at if you were

to pivot?

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Potential Challenges

To come up with potential challenges, think

about the product lifecycle and its release:

Where do you feel that there would be a

difficulty?
How would you solve it?

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Executive Summary
This is the last section of the Product Manager

Case study presentation. Here is where you outline

all the parts of your case study. Not everyone is

going to pay attention as you go through your

presentation, so the executive summary gives

them a chance to “catch up” on your process and

solution.

Briefly outline:

What you know/don’t know

Assumptions
Validation of the problem
The solution
How to measure success or how you would pivot

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