Situation

Our client, a public Swiss organization promoting export and import in Switzerland, realized that their customers, Swiss and foreign companies interested in foreign investment, were increasingly demanding new more efficient ways to receive advice on the topic. Some of their customers being quite advanced in their own digital transformation expected to use digital technologies and new digital channels to communicate with our client’s foreign investment experts.

With this idea in mind, Open Web Technology was approached by the client looking for a partner to lead them into the digitalization of their consulting business and their customer contact center.

Approach

The team at OpenWT proposed to start the discussion on the client’s approach to digital with a one-day workshop involving key stakeholders of the company. The workshop followed a proven methodology designed by OpenWT including the three pillars of a digital strategy, namely:

1. Discovery

In a first step, our team presented best practices in digital and showcased benchmarks in and outside the industry related to contact center solutions and customer interaction. Discussing these examples with the client, their possible impact and existing similar initiatives in the company, we were able to assess the digital maturity of the organization and understand their ambition in digital.

2. Ideation

Starting by utilizing a SWOT analysis and simple representation of the value chain and the customer touchpoints of the company, the workshop participants, with the support of the OpenWT team, were able to identify and define potential ideas in digital.

3. Quick-Wins & Digital Potential

Leveraging our consultant’s many years of experience in the topic and according to the ambition of the client, our team could quickly assess and prioritize the ideas identified during the workshop session, as well as mid-term priorities in digital.

Results

As a result of the workshop we identified and defined 8 initiatives, including 4 quick-wins which can be implemented in short term and provide direct value to the client. OpenWT delivered a concise recommendation for the next steps in the definition and implementation of the client digital strategy, a goal we feel confident to achieve with our client in a potential follow-up project over the course of the next three months.

1
day workshop to discuss the…
3
digital strategy pillars with…
8
digital initiatives defined

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