Selected Work Examples

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Purchasing workflow and subscription management.

Processes
  • Agile/Scrum
Team Leadership
  • Senior Producer
    Sean Eddings

Success meant they needed new automation for their process.

Unable to keep up with manually processing a high volume of new and existing B2B customer requests, DEEP Information Sciences (DeepIS) asked Last Call Media to build an online self-service subscription management service on top of their Drupal 7 site.

The service needed to enable customers to create an account, provide necessary marketing metadata for DeepIS’ marketing team, and guide customers through the sales process from subscription estimation to subscription purchase, renewal, and upgrade. Customers also needed to access content related to their service, DeepSQL, online in real time. 

How we did it

Leveraging AngularJS, LCM built a seamless custom subscription purchasing workflow app to guide the user through the dynamic purchasing workflow by feeding and pulling data as necessary to and from HubSpot, their marketing automation tool; SalesForce, their CRM; and Zuora, their subscription management service.

The custom subscription calculator in the AngularJS app pulled in data in real time from Zuora, using Zuora’s APIs, so users were presented with the most up-to-date pricing. Once the purchasing workflow was complete, the user’s card was charged and they received an email with their receipt and license key moments later, all without needing to speak to a DeepIS representative.

This implementation solved the problem where a prospective customer had to email or call DeepIS to purchase a subscription and manage their account. The new online workflow slashed the conversion time by eliminating the need to call DeepIS to purchase a subscription, increased customer satisfaction, and significantly increased revenue for DeepIS. With the biggest barrier to conversion eliminated, users were now clicks away from purchasing a subscription.

Further, with event-triggered email campaigns using HubSpot, DeepIS was able to strategically nurture customers on the trial or free plan to upgrade to a paid plan. Data from SalesForce, Drupal, and Zuora was fed to HubSpot email campaigns, increasing the likelihood of a user purchasing a paid subscription. The emails had a unique URL generated by SalesForce, and the user could provide their credit card information and upgrade their subscription with a few clicks.

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Building the new WPI.edu.

Processes
  • Agile/Scrum
  • XP
Team Leadership
  • Senior Producer
    Sean Eddings
  • Senior Architect
    Jeff Landfried
  • Senior Development
    Jeff Landfried

Clinically speaking, our recent work with Worcester Polytechnic Institute is a testimony to Last Call Media’s approach to the initial project phases of Discovery, Strategy, and Information Architecture. That said, the most important part of this story is how our flexible and adaptable work process embraced by both the WPI and Last Call Media teams resulted in a process and a final outcome that meets WPI’s stakeholder needs. Strong partnership-building was the goal from the outset, and it paid off in strong relationships and expectations satisfied.

Project Goals Last year, WPI embarked on a Discovery and Strategy phase with Last Call Media in order to:

  • Improve performance
  • Increase engagement
  • Reduce technical debt and operating costs

Thanks to WPI’s commitment to collaboration, the redesign of wpi.edu represents one of Last Call Media’s most comprehensive involvements from start to finish of any project to date. We acted as more than designers and developers, but instead as all-encompassing strategic management consultants, working with WPI to organize multiple stakeholders toward the realization of stated and unstated goals.

How we did it

The project had humble beginnings. WPI had a lot of ideas, which they’d translated into a giant content model spreadsheet. We meticulously ensured that we understood it all, guiding a wireframe process in which we were able to make significant contribution to the decision-making that yielded a highly intuitive structure. We took each step iteratively, building piece-by-piece, soliciting feedback, and then building the next iteration. We facilitated a dialogue between administrators, college communications, their design department, their IT department, and Acquia to map the landscape of business requirements, organizational needs, and their desired design aesthetic.  

On the technical side, we reviewed their existing RedDot site, and built a ‘scraper’ to scrape select content out of it and import the data into its new structure in Drupal. We open-sourced the scraper, too. Next, we built a flexible layout system of building blocks that enabled them to build pages however they needed. We dubbed them “widgets,” and WPI called them “elements,” but they were central to satisfying their desire for incredible flexibility that allowed them to build unique layouts on any given page.

As part of the creative partnership, Last Call Media’s creative team worked closely with WPI to improve the look and utility of the Events Pages, the Calendar, and a database of accolades they maintain. The outcome was a set of tools that present information in simple and digestible ways. WPI’s communications team helped LCM fully understand their brand, which enabled us to showcase their identity as we applied it to the work product.

Every step of the way as we constructed functionality, WPI developers, content authors, and staff gave feedback on the project as fidelity increased from a rough, unthemed Drupal site, to a polished release candidate. At the same time, Last Call Media was enabling WPI Developers to be self-sufficient in Drupal so they could help build new functionality. Last Call Media also built a custom ‘faculty importer’ that synced data from their Ellucian Banner system into Drupal, greatly simplifying the construction and accuracy of faculty pages.

Because we were in constant contact, there were never any ‘big reveals’ for WPI leadership to react to that represented hours of work they had to wrestle with approving or sending us back to the drawing board - they’d been part of the process at two week intervals and on board with each decision as it was made.

Today, the ability of the various administrative and academic departments at WPI to use the site is unparalleled in Last Call Media’s experience. The partnership enabled WPI’s content developers, in-house communications staff, designers, and developers to fully leverage the new wpi.edu. As a result, we’re seeing profound stakeholder use of the tools we collectively built. WPI embraces our approach and recognizes the value in the systems our working partnership designed. Such engagement is the dream of every project, and we’re proud it’s being realized at Worcester Polytechnic Institute.

We continue an ongoing relationship with WPI providing support and strategic counsel as necessary. What can Last Call Media do for you?

Get in touch!

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