Improve customer experience and service through enhanced data capturing
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 touched upon the essence of what we needed to implement operationally, organizationally, and culturally, from top to bottom of the organization.”
Erik HoekstraCEO DTG
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.