Launch of an international customer experience improvement program
Sector of activity
Leader professional distribution of products and services for the energy world.
Project background
By 2020, 20% of sales worldwide will be recorded via a digital channel (Web, App, EDI). The Group is observing the changing habits of its customers and investing in its digital transformation. This transformation involves improving the customer experience and reorganizing certain functions.
Against this backdrop, the Group aims to streamline the customer experience across multiple channels, while rationalizing certain key back-office processes.
Levers used
- Analysis, diagnosis and recommendations
- Semi-structured interviews and co-construction workshops
- Formalizing customer paths and back-office impacts
- Subsidiary maturity assessment grid by use case
- Identification and formalization of best practices for each use case
- Deployment and governance
- Support and recommendations for project scoping and deployment
- Setting up program governance and associated bodies
- Identification, collection and analysis of key performance indicators
Our approach
The aim of the program is to facilitate the deployment of new customer experiences by promoting consistent information sharing across all channels and optimizing the back office execution of critical tasks.
For this, we have:
- Conducted cross-functional audits with operational staff from various functions
- Produce a diagnosis and identify customer pain points
- Co-construct a coherent target vision with the 8 European subsidiaries
- Set up cross-functional governance and monitor progress
- Supported subsidiaries in change management
Our results
- 70 use cases deployed
- Identify and share best practices based on subsidiaries' maturity
- Sustainable governance to monitor subsidiaries' progress and ROI
- Program management for 2 years, followed by skills transfer to in-house staff
- Raising awareness of customer experience issues among operational staff and c-levels