Leveraging Home Retail Group data and customer behaviours to proactively help customers seamlessly discover and purchase relevant products
Leveraging Home Retail Group data and customer behaviours to proactively help customers seamlessly discover and purchase relevant products
The Home Retail Group embarked onto an ambitious digital innovation journey that aims to transform the customer and colleague experience to increase overall satisfaction, shopping frequency and higher average order values. At the same time the aim is to reduce customer support effort and to deliver a seamless omnichannel experience.
Goals
50% contact per order reduction through more informed customer service and customers self serving
80% of contacts through digital channels via shared information accessible through any channel
£100m p.a. incremental value through higher basket value
Business transformation
Imagining and illustrating the service from the customer, colleague and supplier perspective, supported by strategic objectives and business impacts.
The story communicates the optimal future customer shopping journey across multiple devices and channels and envisions how the organisation could support an integrated and seamless experience through digital helpers, people interactions and smart contact support at the point of need. By integrating experiences with data and insight from across the organisation, the future could enable optimised service through effective updates and better self-serve capabilities, whilst at the same time designing out unnecessary customer contacts.
The vision story illustrates how smart, seamless experiences - driven by strategic goals - can have a tangible impact on how customers buy and how HRG can deliver them.
Proactively keep brands front-of-mind at the point of need, tying into customer motivations. Creating smart, seamless payment that reduces steps to purchase and limits churn
Standard-setting convenience and support that extends customer lifetime value and loyalty
Insight across all the connected systems to improve visibility, decision making, and effectiveness
A roadmap was delivered to demonstrate how the new platform would be stratigically rolled out.