PROJECT OUTLINE

• In a context where customers are more and more autonomous, informed and demanding, the Customer Experience is becoming even more essential in the purchasing factors and processes.
• The challenge is to reduce the dependence of commercial performance on the product alone, which is a real breakthrough for this industrial player.

PROJECT APPROACH

• Evaluation of the current customer experience and identification of the main pain points, globally and by country, by brand and by major customer family (Individuals, Pros, Used cars, etc.).
• Overhaul of the Customer Experience starting from the identified expectations and forgetting the constraints and internal silos via the creation of levers for improving the Customer Experience, in direct support of the different departments concerned (Network, CRM, Digital, Call Center, etc.) and of the support departments, in particular IT, with a view to deploying them to the final network level.
• Organization and management of the deployment of these levers in the group’s subsidiaries, in a deliberately customized approach, according to the specificities of each country.
• Monitoring of the performance of the actions deployed and corrective actions.

RESULTS

• Construction of a “target” customer journey and experience in line with the brand’s identity.
• Supported the creation of an omnichannel toolbox of Customer Experience improvement levers.
• Support in building a global action plan and specific action plans for each subsidiary.
• Coordination with all ongoing projects, especially IT.
• Initiation of projects aimed at integrating a “customer” culture at the heart of the company.