Remember to include a description of the pre- and post-launch activities you helped coordinate. Additionally, include any metrics you tracked that clearly demonstrate the success of the launch.

"I worked with an operations team that managed network bookings that allowed customers to transmit media resources. My client employed a team of schedulers and operators that worked in a fast-paced environment that required them to handle new requests and simultaneously oversee the success of bookings that were in flight. The work was highly technical and mission-critical. Customer service issues meant a significant loss of revenue and sometimes the loss of a client when things went poorly. I was asked to develop a strategy to reduce the chaos the staff experienced.

I developed a plan to build out self-service booking functionality. My clients agreed that allowing some customers to book their own services would significantly cut down on the amount of multi-tasking their staff was required to do. I studied their operations and projected that booking automation could reduce multi-tasking by sixty percent on busy days. We quickly gained approval to move forward, and I worked with one of our in-house development teams to design and build the solution based on the results of several customer focus group sessions I facilitated.

We decided to house the new functionality within a site our customers were already using. This helped them to feel like the new service we were offering was integrated with our overall brand. I worked with one of our top customers to test the new features. I offered them a price reduction during the beta trial period. They provided a lot of helpful feedback, and I coordinated a series of changes on their behalf with the development team. They felt strongly that the price reduction would be an important feature to offer going forward, so I worked with my clients to test the feasibility of a change in the rate structure.

Prior to launch, I coordinated a marketing campaign with my client's marketing and sales teams. We used a number of channels including email, pop-ups, and direct communication. We offered easy-to-understand instructions for the new service as well as an explanation of the discount we were offering as an incentive to use the new service. I also helped coordinate the training of our internal staff to handle the new workflow accordingly.

We launched the product and I worked alongside my clients for the first two weeks of the launch to ensure that I was available to help resolve any issues. I triaged technical problems and sent them to the development team as necessary. I also reached out directly to several of the customers who used the service in the first few weeks to thank them and ask for feedback.

I tracked metrics on the number of bookings that our customers were able to schedule. It started slow, but eighty percent of our customers transitioned to booking online within a year. Additionally, we saw a seventeen percent reduction in scheduler and operator errors within the first two months of our launch period. My clients typically had to offer free future bookings when errors occurred, and they reduced the amount of money wasted on free bookings by 212k in the first six months.

My clients were thrilled about the savings and their staff raved about how much less stressed they felt with the reduced time spent on the phone scheduling bookings. The sales staff repeatedly brought back positive customer feedback. They stated that our customers appreciated how easy the service was to use and that it saved them time and money as well. The solution was relatively cheap to build and support, so it was a win for everyone."