Lance is a Digital Customer Journey Analyst with Owens Corning. Based out of Toledo, Ohio, Lance’s main role is to ensure that his customer’s experience through their journey of doing business with Owens Corning is “seamless, enriched and smooth as possible.” Currently Lance is working on implementing a new digital infrastructure for handling customer lead data; a project that the company has decided to roll out worldwide!/nall the way to when we enter price agreements with our customers into our ERP systems. This includes a heavy focus over SAP customer master data and understanding deployment & integration requirements. With that, I’ll also be responsible for leading integrations between Dynamics CRM & various technology solutions, that can provide impact for the company. By utilizing tools such as Salesforce Marketing Cloud, we can better equip the business with insight of the journey our customers take, as they interact with Owens Corning. My role gives me the platform to touch multiple IS systems, which in return provides a broader range of IS experiences & skills.
Transcript
So when I talk about the customer journey. I'm talking about all the interactions and that path that your customers take from being a lead. So just to give you an example, when you go to Finish Line and you fill out you know a VIP rewards to get all the cool shoes. At that point you're a potential buyer, you're a lead, you go onto the website, you're looking at shoes, you're looking at different sizes, you're looking at all these different things about this product before you buy it. And that data of that journey is so valuable because if you can understand the customer journey better, you can support your customers better and also your employees. So the main project that I have been on working on since the beginning of this year. Would be the re-designing of our onboarding process for our prospective customers into SAP. So currently today, this process is somewhat cumbersome, it all takes place through email, it lacks a lot of visibility. And what I was able to do was to pretty much define what that current process is today, figure out what the pain points are from all of our different stakeholders. So our sales guys, the folks in our treasury department, our customer service folks. So everyone who plays a role in that onboarding process really define, what are your pain points. And then once I am able to define what those pain points are. I go back to the drawing board and then I create a process that alleviates those pain points that's seamless and pretty much puts us in a lot better position. So a busy week for me, is definitely a lot of early morning calls with my offshore team in India. They are the ones doing all of my technical work and SAP. They're the ones helping me lead these integrations and they're the ones getting their hands dirty. So a lot of times I'm definitely running around with them. Sometimes they might need access to certain systems so I'm trying to fight many fires so that way I can take all the road blocks out of the way so that they can be great. I'm also leading a few POC's which are Proof of Concepts. So whenever we have different technologies or softwares that we wanna use. We do POC's to prove that they work and that they're worth the initial investment. So throughout the week I might be sitting in maybe one or two POC meetings with vendors trying to sell us on their tool and why we need it.
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