Upon starting at PSAV I noticed that they lacked the key component that any big company with multiple locations has: a store locator on the website and local listings on Google Maps.
So when customers directly told leadership “I just want to know what hotels you’re in” and “I have a multi-city event. I want to use you but you’re not making it easy”, we had all the feedback we needed.
The CRM should have a nice, tidy, updated list of all open venue locations for me to work with, right? Along with accurate contact information? Oh, Miles, sweet, sweet Miles. On top of this, other departments were already working on their own version of a master data source. Most were in various stages of development, and there was no guarantee they would be completed in a timely fashion (if ever), nor if they would contain what I needed. To this end, my team’s efforts were met with a lot of sneers and dead ends.
I spent the first 2-3 months foraging for the best and mostly correct data sets to clean up and join together. When I didn’t have 3 monitors full of spreadsheets and coordinates, I worked with our design team to start wireframing how this tool could come together and what the best customer experience would be.
We quickly realized that with so many locations, so much constant flux, it had to be a CMS that could be easily and readily maintained — by the field teams at the venues themselves, not an admin or web editor.
Location Finder v1.0 launched successfully and on schedule, March 28, 2018. Since then, it has become one of the most highly trafficked and utilized features of PSAV.com, internally and externally. Version 2.0 (released May 2018) introduced a new, trackable lead generation channel by connecting customers directly with the venues.