Context​
After multiple acquisitions and a strategic transformation to provide IoT services at a large scale in addition to hardware solutions, a global IoT player decided to accelerate and unify the online experience provided to customers.
The objectives were threefold: 1) to provide a unified and modern online customer experience (low touch, self-serve, end-to-end support, try & buy, dashboard); 2) Integrate the internal process and multiple systems to reduce costs to serve; and 3) improve NPS and customer service.
​Accomplishment​
Penon Partners drove the CX Program, designed the future operating model and the architecture with the business leaders (sales enablement, operations, marketing, customer service, technical support, RMA, IT, R&D), and managed the RFP to select the integrator.
The approach taken to capture the overall vision, align all stakeholders, and translate it into a realistic plan was:
- Set the vision and formalize the expectations per core process and online service (with business leaders at all stages)
- Design the global User Experience (UX) and main architecture principles
- Design the future online experience, systems, and flows per core process
- Architecture CRM, Sales Force, Core Business App, ERP, Mulesoft requirements
- Implement quick wins with business leaders
- Manage the RFP from requirements to proposal analysis, oral organization, and final reports
- Select vendor for long term transformation, and define main milestones, plan and budget
​Outcome​
In 5 months, the future core model and process flows were designed and validated with and by all the business leaders. Some quick wins were already implemented to improve the current experience w/o changing systems. The RFP was sent to vendors.
3 months later, the RFP and selection process was complete, ready for final decision by the VP CX / COO.
Written by Jean-Christophe Laurent, jclaurent@penonpartners.com, CEO at Penon Partners
Thank you for your active reading – Discover our services and why Penon!