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:
-
Re-designed and executed approach to driver experience, device functionality and technology usage
-
Prioritized and executed on opportunities based on scope, delivery functionality and value to adjacent process areas
-
Created solution within the confines of technology capabilities
-
Service definition and scoping in 8 weeks.
-
Prototyping and initial development in 14 weeks
Achievements:
-
Revamped driver experience and functionality on device, including in-field training
-
25% CapEx savings via reduced ownership and loss of devices and partial use of smartphones
-
20% OpEx savings via reduced need for support and maintenance due to elastic infrastructure
-
Significant improvement of CSAT score
