Fortune 500 Manufacturer

Comprehensive research to reveal a strategy for improving customer experience and satisfaction with online ordering.

A person in a blue polo shirt works on a laptop placed on a wooden counter in a warehouse. Shelves stocked with boxes are visible in the background, along with a digital scale nearby.

The challenge

Coordinate internal alignment to enhance the customer experience while maximizing customer participation in crucial research.

The Fortune 500 Manufacturer’s customers faced challenges in online ordering and inconsistency when working with different business units. The company needed to understand the full scope of what was happening online and across the business to deploy targeted solutions backed by internal support.

What we did

  • Performed discovery by auditing the customer experience process, conducting interviews to understand customer satisfaction opportunities, and analyzing customer journeys to identify the pain points
  • Provided a survey option to customers and leveraged existing client research to gain robust insights
  • Collaborated with client teams to gain alignment and buy-in from stakeholders
  • Delivered service blueprints and recommendations for a more unified customer experience across all business units
A person wearing a red sweater and rings types on a laptop. The screen displays a customer journey flowchart with blue arrows and text, under a section labeled Status. The background shows a window with soft natural light.
Customer satisfaction and journey flowchart showing ERP-Connected and E-commerce ordering processes with color-coded sections: Business-as-Usual, Pre-Order, Place Order, Prepare Order, and Deliver Order. Includes detailed steps and decision points in a horizontal layout.

Outcomes

• Reduced internal complexity

• Streamlined communications

• Empowered teams with more precise roles and responsibilities

• Improved customer experience at all touchpoints

How we did it

A laptop on a white table displays a colorful customer experience and customer satisfaction flowchart with labels and boxes. The background is blurred, showing a wall covered in multicolored sticky notes.

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