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CONSUMER GOODS

A Digital-First Approach to Customer Service Is Born from a Single App

The Challenge

Sometimes a simple problem can launch a transformational journey. This happened after one of the world’s largest food and beverage companies decided to move its cumbersome customer onboarding process to the Apple iPad. The company had previously used a manual and disjointed paper-based process for enrolling new customers and for servicing existing customers in the field. After meeting with us about the initial goal, the company realized the opportunity for a comprehensive and digital-first approach to customer service.

Our Approach

We first worked with the company to completely digitize the customer onboarding process, beginning with moving the actual sales pitch tools entirely to the iPad. We helped standardize sales tools and optimize them for the tablet, including a mobile product catalog. And to speed orders, a digital contract was developed to be signed by customers in-store using a stylus.

The new system empowers the sales staff by embedding existing analytics information into their tools and providing one-touch access to performance metrics like product volume, product mix and performance trends. In addition, a mobile planogram (a diagram that indicates the placement of retail products on shelves) provides field personnel a touchscreen design of product displays while in-store. This capability enables product performance data to influence optimum placement for each specific market.

When Data Drives Placement, Products Move

The resulting project completely digitized and mobilized the company’s sales process, from onboarding new customers to servicing product displays in-store. The new applications and processes have reduced hours spent on administrative tasks, improved intelligence to drive strategic product placement and simplified new customer pitches, enrollment and customer service.

6,000

customers have adopted the mobile planogram solution

33%

reduction in field sales time spent on administration

20%

growth in channel revenue

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