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Fintech
3x increase in loans processed
25% reduction in processing time
50% reduction in costs
Solution
A mobile customer acquisition solution that helps sales executives put together a complete offer for a customer in a matter of minutes and close the deal in a single visit to the dealership.
Approach
1. Voice of Customer research to understand the customer experience at dealerships, identify unmet needs and define opportunities for empowering field sales executives.
2. Engaged a v-team of architects, sales, product managers, and field executives in co-creation workshops to generate a vision, architecture and MVP for the integrated customer journey.
3. Collaborate with development teams to launch the MVP in market and measure impact on key usage and business metrics.
Manufacturing
A storage batteries manufacturer reimagines end-customer engagement to enrich first-party customer data and increase revenue from value-added services.
30% increase in up/cross-sell of value-added services
70% growth in first-party customer data
Solution
A customer engagement platform offering industrial customers and system-integration partners greater transparency, reliability and satisfaction and a connected experience across sales, service, product, operations, service and support.
Approach
1. Interviewed strategic customers and system integration partners to support and strengthen the case for change and the strategy to increase direct customer engagement.
2. Facilitated alignment workshops with leaders of 7 Business Units to secure buy-in and define tangible opportunities to develop solutions.
3. Engaged 50+ v-team members in co-creation workshops to generate a vision, architecture and roadmap that would form the basis of a new End-Customer Engagement Platform.
4. Collaborated with development teams to launch the platform in market and measure impact on key usage and target metrics.
Fintech
A consumer credit provider removes barriers to credit and enhances trust in rural markets to achieve a 30x increase in disbursement capacity.
30x increase in loan handling capacity at dealerships
40% acquisitions diverted to the self-service channel
Solution
A self-service experience to design a personalised vehicle finance offer by making it super simple and self-explanatory for customers to understand the choices they had to make and the consequences of those choices.
Approach
1. Voice of Customer and field research to understand financial and digital behaviors of rural customers - along with challenges in serving them in rural dealerships.
2. Co-creation workshops with business and technology teams to create a vision and experience for a self service application.
3. MVP development and pilot to test hypotheses and build organisational confidence to support scaled deployment.
Automotive/Manufacturing
An automotive giant digitally engages with teenagers - critical influencers in a car purchase decision - to drive mindshare and sales in urban markets.
25% increase in online bookings
30% increase in test drives
Solution
Personalised content experiences and marketing journeys that drives traffic through the sales funnel to the dealerships to increase bookings, test drives and sales.
Approach
1. Ethnographic research to understand the digital mindset of teenagers, their perspective on mobility and cars, and their digital preferences and behaviors.
2. Strategy workshops to build an executive case for change and investment into this strategic transformation.
3. Led a v-team to drive visioning and execution of the content experience and marketing journeys and launch the first campaign with their marketing agency to validate impact.
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