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Co-construction of the OmniSupply Journey target

Delivery experience across Europe, including the Marketplace

Sector of activity

French home furnishings and decoration retailer

Project background

In an omnichannel context, with 23% of sales made on the Web, customer delivery is a major challenge for increasing sales. Today's customers are not satisfied with the delivery and service experience offered by the retailer.

The Delivery Experience, steered by the Supply Chain, in collaboration with the Business, defines the various delivery methods and their implementation, which is either not adapted or poorly adapted to customer expectations. Against this backdrop, the company wishes to redefine its BtoC Delivery Experience target path (Europe perimeter including Marketplace) by repositioning it from a Customer Centric point of view.

Levers used : 

  • Study of customer expectations in the Furniture & Decoration market
  • Development of a European competitive benchmark Delivery Experience
  • Analysis and diagnosis of existing delivery experience
  • Organization of interviews and workshops with business departments
  • Recommendations and co-construction of the Omnichannel Journey target
Approach / Results

The aim of the project is to co-construct the target for the Omnichannel B2C Delivery Experience Journey, and to prioritize the projects to be implemented for its deployment using a Business Case approach.

To answer these questions, we have :

  • Develop a study to position the brand's Delivery Experience in relation to customer expectations and the competition.
  • Determine the service experience to be implemented in the B2C Omnichannel Journey to meet customer expectations
  • Co-construct the target and draw up the trajectory and associated roadmap by building Business Cases to prioritize projects
  •  Development of a study on the brand's Delivery Experience positioning in terms of customer expectations and analysis of the competition.
  • Referencing the projects to be addressed for the Omnichannel B2C Delivery Experience in a strategic roadmap
  • Co-construction of the target Omnichannel B2C Delivery Experience Journey with associated Business Case and recommendations on the change to be made from a Process/Organization/Tools point of view.