Building an adaptive and self-learning e-commerce organization
DTG transformed from a traditional print company to an online services company, centered around improving the findability of small and medium enterprises. They understood that a new way of interacting with customers would be part of this transformation as interactions changed from once-per-year to continuous and ad-hoc.
SparkOptimus supported DTG by designing a new client interaction model and way of working, to optimize customer value. The team translated top management’s vision of what needed to change into a pragmatic model, but also went into the nitty-gritty operational details to help implement and accelerate the required changes.
This resulted in a blueprint model for new and existing services, and a roadmap with a prioritized list of improvement points within and between departments so that DTG could independently continue to track, extend, and improve upon its services.
“SparkOptimus touched upon the essence of what we needed to implement operationally, organizationally, and culturally, from top to bottom of the organization.”
Erik HoekstraCEO DTG