We began by conducting a comprehensive analysis of mySchneider and the selected competitors' portal performance, focusing on the most relevant customer use case journeys, such as product configuration & selection and customer support & training. For this, we used our B2B benchmark grid, which includes diverse criteria for accurately classifying portal performance, considering performance elements such as speed, stability, data accuracy, content, functionalities, and UX. Combined with multiple customer interviews and interviews with subject matter experts, this resulted in an in-depth assessment of the portal.
Recognizing that customer expectations are driven cross-industries, we established best-practices and looked beyond direct competitors to show a trajectory for creating a best-in-class B2B portal for long term success. We concluded, informed by customer types & needs, by prioritizing key actions to drive improvement for SE and gave our recommendations on the required shifts in SE’s operating model to be able to realize its full ambition.