Date of Project:
2018
Location:
Lehi, Utah
Project Focus Areas
- Crisis communication
- External communication strategies
- Internal communication strategies
- Organization culture and strategic planning
- Team project
My Role within the Team:
Research Lead
Meet My Client
SalesRabbit was founded in 2013 to provide a sales enablement service and mobile customer relationship management platform in app form. The app is designed specifically for door-to-door and field sales teams, and contains solutions for lead tracking, lead management, and all other sales needs.
Project Overview
As a regular feature to releasing new products, SalesRabbit continually risks product outages. SalesRabbit needed a crisis communication plan to focus on how to handle future product outages. The primary purpose of the crisis communication plan is to provide a framework for how product outages are communicated to customers.
Collecting Usable Data
As a team, we conducted research in industry best practices and analyzed record data from SalesRabbit describing the recent outage and the impact it had on its customers. The information gathered steered the focus of the crisis management plan.
Data-driven Results
We produced a detailed product outage communication plan for SalesRabbit. The data-driven plan included strategies and procedures for SalesRabbit to follow for each stage of a product outage crisis: before, during, and after. These steps ensure professionalism and confidence in SalesRabbit as they navigate future product roll outs.
Credits: Brooke Hathaway, editor; Naomi Worden, project manager and client liaison.
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