Digital customer-centric experience from research to quotation

Situation

Faced with heightened competition in their service sector and encountering market losses in certain regions, the client sought Avanti's expertise for assistance. Their objective was to analyze the existing customer experience and pinpoint areas where improvements could be made in comparison to competitors.

Solution

The client's top competitors were identified and utilized as benchmarks, supplemented by the inclusion of a non-competitive website for a broader perspective. Websites underwent analysis through a custom-designed evaluation matrix focused on dimensions influencing a positive customer experience. A comprehensive gap analysis revealed both qualitative and quantitative disparities compared to benchmark companies. This process involved persona creation and customer journey mapping, leading to the identification of a compelling case for change.

Result

The client now possesses a heightened awareness of strengths and weaknesses relative to competitors. The identified gaps and recommended focus areas have shaped the desired state, resulting in the creation of a case for change to guide the client's decisions in enhancing their customer experience.