Omnichannel strategy development
Sector of activity
Leader professional distribution of products and services for the energy world.
Project background
The group aims to complete its omnichannel strategy by launching a program covering :
- reliable, binding delivery times
- easy-to-read order tracking with carrier data
- a "product returns" experience that optimizes the use of digital channels
Levers used
- Analysis and diagnosis
- Semi-structured interviews and co-construction workshops
- Formalizing customer paths and back-office impacts
- Subsidiary maturity assessment grid by use case
- Deployment and governance
- Setting up governance and associated bodies
- Support and recommendations for project scoping and deployment
- Identification and collection of key performance indicators
Our approach
The aim of this project is to facilitate the deployment of new customer experiences by promoting information sharing across all channels, while optimizing the execution of critical tasks.
For this, we have :
- Conducted cross-functional audits with operational staff from various functions (digital, procurement, logistics, sales...)
- Co-construct a coherent target vision with the 8 European subsidiaries
- Set up cross-functional governance and monitor program progress
- Leading a European community and supporting subsidiaries in change management
Our results
- Identify and share best practices based on subsidiaries' maturity
- Sustainable governance to monitor subsidiaries' progress and ROI
- After 2 years, a program in "run" mode run in-house
- Raising awareness of customer experience issues among operational staff and c-levels