Support for the deployment of a webapp to digitalize the customer experience in auto and home assistance
Context
In a rapidly changing assistance sector, our customer has launched a transformation program for its Auto and Home businesses, with the aim of improving customer experience (NPS) and efficiency across Europe.
Objective
VERTONE was chosen to manage the Customer Experience component of the program, with two main objectives:
- Accelerate the deployment and adoption of digital channels.
- Help ensure that the target operating model guarantees an integrated, consistent customer experience across all channels.
VERTONE contribution
- Benchmarks of digital services and pathways in car and home assistance to identify best practices (functionalities, pathways, UX) and strategies for creating flows on digital channels.
- Definition of the target digital experience (based on benchmarks, customer studies and design thinking workshops) along 3 dimensions: target customer journeys, opening of channels at each stage, digital functionalities planned in the transformation roadmap.
- Help define and prioritize user stories to launch web app design.
- Suggest and implement improvements to existing digital paths to increase adoption rates and customer satisfaction.
To find out more, contact our team
