These days, customers are expecting a seamless offline- to online-sales experience. However, for most companies, several front-ends are used by different users and stakeholders within the sales process. There are also several different requirements and prerequisites depending on the stakeholder within the sales process. This usually means that many retailers develop their own solutions and applications, which leads to a very heterogeneous front-end and process landscape.
Recognizing this, a German automotive OEM customer came to Eraneos for help in creating a communication concept across its offline and online channels in a bid to integrate customer experience seamlessly.
We kicked off this project by defining a target picture, creating a dedicated roadmap through the results of a gap analysis, and developing a communication concept. In doing this, we gathered requirements from all stakeholders including a staged transition plan. For us, it was important to harmonize all of the customer’s business processes while modularizing its existing applications.
In the end, we managed to help this customer seamlessly integrate its customer experience, whether online or offline, through multiple workshops and the industrialization of its approaches.
We also created a communication concept alongside deliverables dedicated to identifying stakeholders, ensuring that project progress was made through reporting, stakeholder management, and extensive project management support.