An easy-to-use and well-designed coach qualifying form that had CX front of mind
Identifying the problem
A vital portion of The Icehouse website is dependent on connecting people to guarantee mutual long-term success - from client to customer. With no streamlined journey for prospective clients to connect with a coach, Icehouse realised there was a gap in offering a seamless CX. Customers were having to speak with Icehouse directly to uncover a solution for them rather than having information and booking opportunities readily available. Icehouse was requiring a custom-developed tool that was both a lead generator and a channel for their customers to find a coach suited for their business needs.
Generated Revenue (4 months)
Avg. Revenue per Form Submission
Increase in Retention Rate
The integration of a CX-centric tool has been a success for The Icehouse - both for customers and back-end users.
Helping deliver an intuitive UX, the tool not only simplified discovering a suitable Coach but did so in a way that drove customers to the perfect solution - doing so raised customer retention rate by 31%.
The application of HubDB reduced data management and design headaches for Icehouse. Though, the result that highlighted the true efficacy of the solution was revenue generated from the tool. Within 4 months, The Icehouse drew in $112k in revenue with the average for a single form submission being $1,815.
"We’re on to project number 2. Things have gone really well and really smooth. Geordie, Trav and the rest of the team are all talking the same language. Communication has been really easy and everything has been managed really well, including the outcome."
Developing an innovative lead generation tool that assisted The Icehouse's back-end users while delivering a long-term, accurate solution for their clients was as rewarding for them, as it was for us. A positive relationship that has continued into other projects, Neighbourhood and The Icehouse continue to work on innovative projects to further develop their CX.