The Belgium based B2B wholesale leader Cebeo developed, with Digitaberatung and the Sonepar Customer Competence Center in Amsterdam, a wide-ranging customer centricity program. We took ownership of all steps of the process :
The Gutmann Bank wants to deploy, in the next few years, their very successful customer centric process to the digital channels - with the same quality. We therefore developed coarse-grained concepts and user stories with the project team on the basis of a Customer Journey Analysis. In the next steps we defined a project roadmap and a decision paper for the management.
VORWERK strives to offer their customers the highest quality in the Customer Service area. To sustain this ambitious goal, we developed for VORWERK an international service strategy, the "Customer Love Strategy". It comprises of all capabilities to make sure the ominchannel oriented service is of high standards.
A1 develops, for their B2B customers, a digital platform acting as the central point of entry for products and services. Supported by the Agile methodology, we have been supporting A1 since the beginning with complex challenges
MVG is the public company responsible for managing local and inter-local public transport system. Because of digitalization, they now go beyond traditional mobility options offering car sharing and electric bicycles, for example. Digitalization is changing the way customer touchpoints need to be managed, therefore we developed for MVG on the basis of analysis and customer insights the digital strategy encompassing Communication, Sales and Service. We are now working on the implementation phase of this concept with MVG that should be included in all projects and activities. We worked on:
Drei Hutchinson's goal was to market and sell accessories online in order to strengthen their position in the market. We took charge of the design, the project management and the technical implementation of this new onlineshop. It was then integrated into the operations of Drei (back-office and fulfillment).
Since 2017 we advise the French Sonepar group, the worldwise distributor of electrical products, solutions and related services with revenues in excess of 25 billion Euros, in the field of Customer Experience Management. We managed with the Sonepar teams in Amsterdam to set up the Customer Competence Center for all OpCo's and we are since then responsible for all the strategic and operational Customer Experience projects worldwide
Austrian Standards is the service company responsible for the development of norms and standards. As part of the Customer Experience activities we developed, together with Austrian Standards, the basis for the strategic Experience Design and developed the following tools and goals:
SCOTT Sports significantly develops the eCommerce channel for its consumer brands. We helped SCOTT set up their Google Analytics capabilities. We created implementation guides, defined the parameters and performed tests
The A1 Telekom Austria Group (the historical telco operator in Austria) tasked us with the conception and implementation of Customer Experience Training in 3 modules and in English. Additionally:
As part of the Cebeo CX-program next to the customer view, we also took into account internal customer centricity in the Cebeo organisation, analysed it and integrated our findings into the CX-roadmap. As part of the measurement of the so-called Customer Centricity Score we managed the following aspects:
As part of the communication and and brand strategy we developed with the DREI Hutchinson Austria team an initial "Impact Driven Content marketing" campaign. The execution in the Video Content Portal #dasanders focused on the current topics and discussions around Connected Life. We were a key contributor of the process from design to implementation and were amongst others responsible for
Vodafone Germany competes successfully in a highly disputed market with voice and internet products that reach new taget groups. Together with Vodafone we designed a new communication concept covering the needs of those target groups, simplifying but also making more transparent the sales message. The process was supported by a robust methodology
The family-owned VORWERK stands for high-quality household appliances. To be able to keep their quality promise, development and production of all products like Thermomix and Kobold remain in-house. As part of the design and implementation of the global Customer Service Strategy we coordinate the so-called VORWERK Global Customer Service Center of Excellence comprised of the largest operating companies of the group. This Center of Excellence is accountable for the Customer Service strategy implementation and coordinates new activities
Sonepar's subsidairies in Australia and New Zealand - Auslec L/H, Pacific Datacom, Electrical Distributors of WA und Corys - conducted in 2018 customer as well as emplyee surveys. We took ownership of the design, implementation and result analysis to help the local teams to be more customer centric. To that effect not only the identification of painpoints but also the sharpening of the internal communication and the subsequent measures played a role. Surveys were designed for maximum depth, allow to track KPI's over time and benchmark the companies.
In cooperation with the Carl Hanser publishing team we're redesigning their smart data process with a strong focus on user needs.
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:
The successful A1 Smart Home product was designed in 2018 with the customer at the center of it. Within an Agile framework to design the product, we, together with selected employees, contributed in the design sprints taking on several roles and responsibilities
Since 2012 we guide SOS Kinderdorf Austria's digital transformation processes in various roles and functions.
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.
Development of a tailored concept for the implementation of customer feedback processes, including technical implementation of our CFM modules.
In cooperation with our partner CX Agentur we support win2day in their analysis of current customer experiences.
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.
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.
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.
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.
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.
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.
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.
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".
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.
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.
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.
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.
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 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.
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.
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.
Digitalberatung support Sonepar APAC's marketing and communication experts with dedicated communication services around the topic of segmentation
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.
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.
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.
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.