At thie vertically-integrated group, the customer experience was disjointed and inefficient. Each site and product area operated differently. Employees were providing great customer service, but it took a lot of work behind the scenes to deliver. Although they had started using electronic proof-of-delivery, their competitors had launched apps and digial capability. The group wanted to understand how these technologies would appeal to their customers and enhance their journey.

Tessiant were engaged to develop the customer vision and to create a plan to delivery it. We conducted interviews with customers and employees to understand the current customer journeys – including elements that worked well, not just pain points. We researched competitors’ online and telephone sales experience, to compare their customer offering.

We developed a robus customer vision and high-level requirements. We researched and shortlisted suitable technology vendors, designed an RFI, and helped the client to select a preferred vendor. 

We left the client with a pragmatic plan, a detailed cost case and a framework for financial and non-financial benefits. The client subsequently stood up a programme to deliver this roadmap as a major stream within a significant transformation portfolio.