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Omnichannel Strategy

How can we enable a fair and transparent ecosystem of services, looking towards a future across all channels?

Scope

As an international leader in the sales and distribution of goods, our client knows that excellent services are increasingly vital in the traditionally product-focused marketplace. Its sales team interfaces with existing and potential customers and provides opportunities to build a community and ambassadors around the brand. ​We were approached to consult on the sales forces’ digital profiles, and how they fit into a fair and transparent service ecosystem.​

Impact

​We conducted ample user research and mapped out a variety of customer journeys, including touchpoints and opportunities with the sales team. Based on these findings, we developed and user-tested an app prototype with their online profiles. ​With strategically designed profiles, our client was enabled to revitalize its sales network as an open community based on trust and transparent partnerships. In such a network, customers are empowered with information, employees are rewarded for jobs well done, and the company itself drives sales; a winning hand.

Our online profiles bring customers and sales departments closer together.

Contact us

Nancy Birkhölzer

Nancy Birkhölzer

Director, Experience Consulting, PwC Germany

Verena Augustin

Verena Augustin

Director, Experience Consulting, PwC Germany

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