References

Customer Journey | Design and global deployment of new Customer Experience “Basics”

PROJECT OUTLINE

  • For a car manufacturer, redefinition of the key basics that dealerships around the world must respect in order to offer an optimal customer experience in accordance with the brand’s standards.

PROJECT APPROACH

  • Construction and animation of a transverse taskforce as well as management of the global PMO of the project with all the departments concerned (marketing, communication, networks, customer experience…).
  • Analysis and rationalization of the basics to land on a simplified and prioritized target.
  • For the technical service provider producing the instructional videos explaining the basics: drafting of specifications, management of the call for tenders, follow-up, and management of the production phase (synopsis, scenario, storyboard, pre-editing, final editing).
  • Production of a deployment kit for the new basics and associated videos.
  • Preparation and management of the deployment in 31 countries (subsidiaries).

RESULTS

  • Rationalization of the basics of the company’s customer experience: reduction from 40 to 12 basics | reduction from 71 to 36 associated checkpoints.
  • Production of 12 videos clearly detailing the expectations in the dealership for the respect of the new basics.
  • Deployment of the new basics and associated videos to all the client’s branches.

Pagamon is a strategy and transformation consulting firm founded in 2013. We support major players in the industry, services and life sciences sectors in their search for balance. Helping them structure their strategic vision, transform their operational and/or digital model, and drive change. To support profitable, sustainable and responsible growth. As a committed player, Pagamon leads the Observatory of the Balanced Organization™, articulated around a "think tank" and an annual survey. In order to provide an innovative, sometimes offbeat, perspective on the strategic and operational implementation of transformations to support the growth of companies.