Since 2012 we guide SOS Kinderdorf Austria's digital transformation processes in various roles and functions.
In cooperation with the Carl Hanser publishing team we're redesigning their smart data process with a strong focus on user needs.
To build the concept of a new Charles Vögele Online Shop and the launch of first omni-channel features from the ground up, we co-developed a suitable omni-channel strategy with the whole organisation.
Schweizer Bundesbahnen (SBB) have been analysing their customers' mobility behaviour for years. We've developed the MobiJournal (app) and its integrated diary function to enable passengers to easily and intuitively report how they use transportation.
goood is the social mobile service provider in Germany - and we are their partner. 10% of the monthly fee are donated to charity organizations or projects, chosen by the customers themselves. We designed and developed all digital assets for goood - in close cooperation with the goood team and several partners, such as Betterplace.
In cooperation with our partner CX Agentur we support win2day in their analysis of current customer experiences.
Development of a tailored concept for the implementation of customer feedback processes, including technical implementation of our CFM modules.
In accordance with their digital marketing strategy, Wacker Chemie are redesigning the technical-functional foundation of how their complex product data is displayed. As part of this process we're responsible i.a. for the design of the functional PIM concept, of course in consideration of (internal and external) user needs.
At the end of 2012 SOS Kinderdorf Austria initiated their digital transformation process with the development of their digital strategy and the development of a design concept for their relaunch. The new portal has been online since 2014, and now emphasizes a strong focus on SOS Children's Villages' educational work.
In the course of our survey, new customers documented all their experiences with the brand Vodafone as well as with Vodafone's services, processes, and products. With the use of our tailored research setting we were able to achieve all project goals. E.g. identification of customer experiences with NPS-impact (moments of impact) or the collection of concrete optimisation approaches.
For years we've had the pleasure to consult on digital agendas for SOS Kinderdorf Österreich. Since 2016 we're also involved in operative campaign planning and monitoring.
We identified pain points and delights along the customer journey for Allianz Elementar Versicherungs-AG, and developed appropriate segment specific drivers for optimal customer experiences.
While Charles Vögele were looking for the perfect candidate for their vacant Head of eCommerce position, we took on this role on an interim basis for 1,5 years.
TYROLIT is one of the leading manufacturers of bonded grinding, cut-off, sawing, drilling and dressing tools and a supplier of tool and machine systems for the construction industry. TYROLIT asked us to guide them on their first steps in the B2C sector.
Raiffeisenlandesbank Niederösterreich / Wien had to migrate to a scaleable, stable online research infrastructure. We were responsible for the technical redesign as well as the migration concept as a whole.
We've been in a close strategic partnership with Swiss panel provider and market research institute intervista since 2010. We cooperate primarily in the areas customer experience management, panel management, and customer insights & analytics.
Charles Vögele Switzerland asked us to visualise some of their new customer and advisory processes (i.a. for multi-channel commerce) with how-to videos, and to develop a styleguide for video production.
We had the privilege to support the global leader in surveying technology with their digital brand communication strategy. Because of organisational changes the project had to be paused.
The Ideation- and Co-Creation Community s Lab is an essential part of the ERSTE Bank customer experience strategy. We supported the conceptual phase and the development of the platform in different roles and responsibilities:
Kubo is the expert for high quality products when it comes to gaskets, springs, and moulded rubber parts. In cooperation with IT service provider edicos we are charged with the development of their digital transformation strategy.
We had the pleasure to be part of the development of Allianz Elementar Versicherungs-AG`s insurance calculator application, delivering interaction concepts and evaluating them with users.
We designed and implemented a modular customer experience analysis to further harmonise and optimise INTERSPAR eCommerce processes. For this, all dimensions and steps of the customer purchase journey were analysed in detail: From entering a search term, product details/descriptions, checkout process, to delivery and the first use of the product, and where needed complaint and return delivery processes.
The litigation funding company Miete Runter GmbH has commissioned us to optimize their website and conversion performance. As a result of our substantial technical, functional and communicative optimizations, both traffic and conversions strongly improved.
Raiffeisenlandesbank Niederösterreich / Wien`s leadership barometer had to be migrated to a new technological platform (see also Case Study CX/Research Infrastruktur). Additionally the survey had to be functionally extended, e.g. self-adminitration of the leadership barometer survey.
The Austrian Latin America Institute had the aim to get more online registrations for their language courses. Using goal-oriented and customized online marketing activities, online bookings tripled during the campaign period.
With a process analysis at all relevant customer touchpoints, we were able to show processes with optimization potential and new potentials. Observations were made in the customer center, interviews with internal stakeholders were conducted, and vending machines, website and apps were tested. Finally we provided impulses and recommendations for CRM and the "customer center of the future".