Roadmap towards Effortless Experience
One of the first things the delaware team did to shed light on the customer experience was to map the customer journey by interviewing Netafim customers – both dealers and farmers – from different business units and markets around the world.
“Thanks to this exercise, we were able to achieve a validated, thorough picture of the customer experience, which served as the input for our transformation project,” Omer continues. “We collaborated closely with delaware to refine key building blocks for improved customer experience and to build a highly structured roadmap. This roadmap consists of business process improvements as well as systems and architecture that must be implemented to support the redesigned customer experience.”
“The roadmap adresses four strongly interconnected dimensions of transformation,” explains Laurence Vandelanotte, senior digital strategist at delaware digital. “The first one is adoption. Without improving adoption – on the side of dealers and farmers, but also internally at Netafim – a successful transformation process is very unlikely.”
“The second dimension concerns data collection, particularly finding new avenues to connect with end customers directly or through dealers. The third dimension focuses on the upscaling and optimization of existing touch points, while the fourth is all about experimenting new innovations. To define the right priorities and align them with customer expectations, we applied our Effortless Experience methodology, which is aimed at creating continuously frictionless customer interactions.”