The Client: A subsidiary of a large multinational delivery services company with 40,000 couriers.
The Challenge: Facing obsolescence of its scanning device technology, the company wanted to leverage a planned technology buy to reimagine delivery service and reduce costs.
Key Opportunities: Improve efficiency of business, Improve effectiveness with customers
Our Approach/Findings:
We structured a Customer Experience (CX) design and agile development program to transform business, operational and engineering capabilities:
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Re-designed and executed approach to driver experience, device functionality and technology usage
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Prioritized and executed on opportunities based on scope, delivery functionality and value to adjacent process areas
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Created solution within the confines of technology capabilities
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Service definition and scoping in 8 weeks.
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Prototyping and initial development in 14 weeks
Achievements:
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Revamped driver experience and functionality on device, including in-field training
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25% CapEx savings via reduced ownership and loss of devices and partial use of smartphones
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20% OpEx savings via reduced need for support and maintenance due to elastic infrastructure
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Significant improvement of CSAT score