Project Overview
The client sought to drive innovation but lacked a clearstarting point. Through a process of Design Thinking, the project team engagedwith various departments of the company to kickstart the innovation process.
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Challenges Faced
The project "Puertas Globales" was initiated to address the challenge of a leading company in Latin America facing a lack of transparency in the customer journey. The client desired to innovate but was uncertain about where to begin. The absence of clear visibility into the customer journey hindered their ability to enhance customer satisfaction, improve delivery times, and provide accurate dispatch information. Additionally, the commercial department struggled with inefficiencies, spending up to 4 hours on proposal preparation, involving multiple internal communications to identify materials, transportation, and pricing.
Our Solutions
The project team implemented a solution that addressed both the customer satisfaction challenge and the inefficiencies in the commercial department. They created a quoting platform that impacted the commercial and operations departments positively. The platform streamlined the proposal process, reducing the time to send a proposal from 4 hours to just 4 minutes. Moreover, it provided more accurate information to customers about dispatch, improving the overall customer experience. To achieve this, the team leveraged the existing data by connecting the platform to the client's SAP system using the Low Code Mendix platform, enabling successful co-innovation and leveraging existing processes effectively.
Results Achieved
The results of the "Puertas Globales" project were highly successful. The testimonial from the client showcased how the new quote platform significantly improved the efficiency of the commercial department, allowing them to send proposals much faster. The client expressed satisfaction with the improved customer satisfaction due to faster delivery times and more accurate dispatch information.
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