Define and monitor adoption strategy for digital file opening channels
Context
In a rapidly changing assistance sector, our customer has launched a program to transform its Auto and Home businesses, with the aim of improving the customer experience. In particular, this program aims to digitalize all its activities, both internally, for the customer, and for service providers.
Objective
Our customer asked VERTONE to deploy and reinforce the use of digital by end customers, in a B2B2C scheme.
VERTONE contribution
- Benchmark digital services and pathways in the auto assistance sector, to identify the main access channels and best practices in terms of digital promotion.
- Framing and leading a workshop with LPOs (local Product Owners) to identify new levers for digital adoption.
- Definition of an action plan with the LPOs, based on a "Test and Learn" approach: deployment of certain initiatives in different countries in order to capitalize on best practices.
- Regular monitoring of adoption rates using pre-defined KPIs.
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