Altria’s insights C3M is a B2B web portal for Philip Morris USA’s sales force and retail partners. The portal was the primary touch-point for sales and contract execution, product fulfillment, category analysis, revenue reporting, and product promotion.
Altria - insights C3M
Work and partner with business stakeholders, executive management, onshore and offshore engineers, and creative vendors to release critical line of business features and functionality. The new features will allow the business to consolidate systems, save licensing and maintenance costs, and provide retailers and employees with a comprehensive mobile sales platform while in the field. Manage a customer experience team responsible for user experience, customer engagement, and front-end architecture of the application.
Deploy the realigned, mobile-first portal to include new features under budget and on time to meet critical sales cycle and execution deadlines. Measurably improve the performance of the application for the 10% of the field sales force who experience poor network/cell connectivity when calling on retailers. Define and re-implement a sound digital analytics framework to accurately measure the customer experience of the application.
Manager, User Experience & Front-end Architect
Executive stakeholders, product owner, scrum master, creative vendor, on-shore & off-shore developers, release managers, quality assurance, customer engagement analyst, marketers
Altria, Philip Morris USA
Skills & Technology
Customer Experience Execution
CX execution depends on a strong, objective team falling in love with customers’ problems. Doing so creates digital solutions with a focus on solving those problems while positively affecting business outcomes.
Through becoming a trusted partner, the customer experience engagement grew from a single staff augmentation consultant to a full team delivering proven value to the client and project.
Page Load Time Decrease
Page Request Decrease
The mobile-first feature releases and re-alignment of the portal, which was on-time and under budget, saved the client over $10MM annually by eliminating legacy system license agreements and maintenance costs. The successful deployment of the technical re-architecture: eliminated technical debt; introduced DRY development principles; improved application performance; increased development velocity; enabled easily maintained deployments; and saved time and cost by eliminating manual configuration. For the top fifteen most trafficked pages of daily active users, the re-deployed platform decreased application page load time by 42%, page requests by 30%, and page size by 28% through optimizing and bundling assets resulting in fewer and smaller synchronous requests.
Deployment of the realigned Google Analytics platform gave the client a trusted platform to measure customer engagement far into the future.
Samples show the breadth of the team’s user experience work. Usability test video has not been included to adhere to the client’s privacy restrictions.
Example technical documentation of the team’s front-end architecture work. Sensitive architecture documents that could compromise the client’s network have not been included.