REVOLUTIONISING CUSTOMER EXPERIENCE: THE IMPACT OF COLLABORATIVE PROCESS MAPPING ON A RARE WATCH COMPANY’S DIGITAL TRANSFORMATION PROJECT
case study
REVOLUTIONISING CUSTOMER EXPERIENCE: THE IMPACT OF COLLABORATIVE PROCESS MAPPING ON A RARE WATCH COMPANY’S DIGITAL TRANSFORMATION PROJECT
case study

Introduction
A London-based company specialising in rare watch buying and selling embarked on a digital transformation journey to implement a Customer Relationship Management (CRM) solution. Their primary goal was to centralise client information, facilitate seamless team collaboration, and provide an unmatched personalised client experience. This case study highlights the powerful impact of human-centred digital transformation achieved through dynamic, live process mapping workshops.

Background
The company faced several challenges, including managing sales conversations, tracking customer information, and linking watches to client wish lists. They needed a CRM solution that could address these pain points and integrate smoothly with existing systems like Xero and Airtable. Seeking expert guidance, they partnered with Creative Analysis, an authorised Zoho partner, to implement the CRM and ensure it was seamlessly integrated into their business operations.

COLLABORATIVE PROCESS MAPPING WORKSHOPS

Objectives
The workshops aimed to gain a comprehensive understanding of current business challenges, objectives, and desired outcomes; map out the buyer and seller journeys; identify gaps and inefficiencies in existing processes; and develop a detailed, actionable plan for CRM implementation. Empathy mapping formed part of the early activities, allowing the team to understand deeply and capture the emotions, thoughts, and needs of their clients.

Participants
The internal team included the CEO & Founder, Head of Sales, Operations Manager, and Business Development Manager. Facilitators comprised seasoned consultants from Creative Analysis.

Workshop Structure
The structure of the workshops included a kick-off and leadership session to introduce objectives and expected outcomes, detailed pipeline journey workshops to map buyer and seller processes, a products & watches matching journey session, and a retro session for review and actionable recommendations.

KEY THEMES AND OBJECTIVES

The process mapping workshops focused on several pivotal themes:

  1. System Integration and Optimisation: Implementing a sophisticated CRM system to streamline processes, improve data management, and optimise existing operations through meticulous process mapping and innovative system design.

  2. Client-Centric Approach: Elevating the client experience by developing empathy maps and personas, leading to a deeper understanding of client behaviours and needs.

  3. Enhanced Data Utilisation: Significantly improving data accessibility and usability by consolidating information and leveraging analytics to gain profound insights into client preferences and market trends.

  4. Collaboration and Engagement: Fostering closer collaboration among different teams and ensuring robust stakeholder engagement throughout the transformation process.

PROPOSED OUTCOMES

The dynamic, live process mapping workshops are expected to lead to several transformative outcomes:

  1. Operational Excellence: Achieving unprecedented efficiency and accuracy in operations through advanced digital tools, reducing redundancies, and streamlining client interaction processes.

  2. Client Satisfaction and Retention: Enhancing the client experience through highly tailored services and personalised interactions, resulting in increased client retention and satisfaction via proactive service delivery.

  3. Innovative Service Delivery: Introducing cutting-edge service delivery models using digital tools and developing new service offerings that harness the power of digital transformation.

  4. Strategic Impact Measurement: Implementing precise measurement tools and KPIs to assess the impact of digital transformation, using data-driven insights to refine strategies and improve service offerings continually.

IMPLEMENTATION OUTCOMES

The implementation process could be confidently defined and designed due to the thorough process mapping, using the AS-IS Maps to guide prototyping and iteration before moving to the system build. The structured implementation ensured a smooth and effective transition:

  • Phase 1 focused on CRM customisation to manage customer interactions and data, consolidating data points into a single, actionable dashboard, integrating emails within the CRM system, early integration of the phone system with the CRM, and managing contracts electronically through Zoho Sign.

  • Phase 2 facilitated direct data collection and integration into the CRM via web forms, enhanced engagement with website visitors using Sales IQ, improved aftercare and support management with Zoho Desk, and enhanced outreach and communication with customers through SMS and WhatsApp integration.

CONCLUSION

The collaborative process mapping workshops have proven to be a game-changer for the London-based company in their digital transformation journey. By focusing on a human-centred approach, they have effectively addressed their pain points, streamlined operations, and significantly enhanced the overall client experience.

The dynamic, live process mapping enabled early stakeholder engagement, which is crucial for a successful rollout and comprehensive training. The phased implementation of the CRM solution ensures a seamless transition and establishes a robust foundation for future growth and innovation. This approach not only prepares the company for current challenges but also equips them for long-term success in a rapidly evolving market.

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Source Detail
Incubator Group
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