PROJECT OUTLINE

• Pagamon is helping the spare parts and accessories department (worldwide) of a car manufacturer to completely overhaul its B2B | in-house customer experience, as well as to improve the operational performance of its logistics service.
• New players (Amazon, specialized wholesalers) are disrupting the logistics service environment and creating new customer requirements: availability, immediacy, traceability.
• Internal customers are generally dissatisfied with logistics services (source: Carlisle multi-constructor survey).
• The creation of a Customer Department dedicated to improving customer relations and the logistics service provided, aims to put the customer back at the center and to increase the volume of business for spare parts and accessories.

PROJECT APPROACH

• Complete diagnosis: evaluation of the customer experience through qualitative and quantitative studies, identification and prioritization of pain points, identification and evaluation of root causes.
• Redesign of the customer experience based on the customer’s needs and emotions, independently of internal constraints and silos.
• Implementation of a pragmatic action plan, combining quick wins and deep breaks.
• Steering the deployment of actions, their operational applications, and monitoring their impacts.
• Animation of the customer community and establishment of a partnership relationship instead of a customer-supplier relationship.

RESULTS

• Implementation of a robust and sustainable customer knowledge system (qualitative and quantitative).
• Modeling of a current and target customer journey, in line with expectations.
• Construction of an action plan targeting the main customer priorities.
• Implementation of a new innovation method through Design Sprint workshops.
• Initiation of projects aiming to integrate a customer culture within the spare parts and accessories department.