We collaborated with a large, global manufacturing company to create the blueprint for a customer-centred sales experience in only three weeks.
The Brief
A large, global manufacturer of Industrial Safety Products needed to quickly identify opportunities to respond to digital threats and changing customer behaviours in an evolving marketplace.
After establishing new internal teams and responsibilities, their focus shifted to improving their siloed B2B sales and service experience. They needed a roadmap to align their resources around a future vision of success from initial customer contact through to product delivery and support.
How We Helped
To understand their business strategy and value-chain, Odell Keller performed a series of one-on-one interviews with key leaders across a variety of business functions in their Canadian head office.
With these insights guiding our next steps, we worked collaboratively with their team to organize a large, offsite workshop that included front-line staff and client-facing sales representatives.
Throughout the workshop, we facilitated conversations and ideation exercises that included a variety of design thinking, journey mapping and prioritization activities. This provided us with a holistic understanding of the organization’s current challenges and potential opportunities.
To provide the team with tangible next steps, we leveraged the outputs from this offsite session to design an Experience Blueprint for the future. This tool outlined key improvements to unify their sales process, identified opportunities for digital resources and set clear targets for customer experience measurement.
The Results
Through this project, our client furthered their organizational evolution towards customer-centred thinking. Our collaboration helped ignite their team to take action towards several tangible innovation opportunities, which will increase their customer retention rates and experience satisfaction metrics.
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