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
  • Manage the RFP from requirements to proposal analysis, oral organization, and final reports
  • Select vendor, finalize budget, create a resource plan, and define main milestones

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.

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Written by Jean-Christophe Laurent, jclaurent@penonpartners.com, CEO at Penon Partners
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