Omnichannel strategy and transition plan
Our client, a world leading innovator in athletic footwear, apparel, equipment, and accessories was going through a broad digital transformation to improve its service proposition to B2B customers. SparkOptimus was asked to support them in this transformation, amongst others helping them manage the transition of the platform, define the B2B proposition and strategy, and review the way of working to support this next phase of growth as a category leader and allow them to continue to meet changing customer expectations.
I was very impressed with the work SparkOptimus delivered. They displayed the right combination of expertise, analytical firepower, and pragmatism, allowing us to take our sales ambitions to the next level.
SparkOptimus provided support through multiple projects and workstreams, covering customer proposition, technology and organization. This encompassed distilling customer needs from interviews, (digital) developments & best practices, and SparkOptimus expertise, and subsequently formulating a new proposition, supported by a prioritized list of initiatives. Based on a detailed understanding of the business needs and ‘to-be’ vision, SparkOptimus diagnosed the suitability and impact on the existing data architecture, back-end systems, and user support. Data and back-end gaps were addressed and a new support model was designed to cater for tens of thousands of users, next to a pragmatic roadmap to ensure successful implementation. In addition, SparkOptimus helped define the cross-functional and digitally-enabled account team way of working, supported by a pragmatic approach to roll-out.
Supporting our client in different phases of the digital transformation, we were able to help establish an ambitious omnichannel service proposition to support changing customer needs and drive customer growth. We provided full clarity in the data architecture, back-end system gaps, and the required support activities for the digital platform. We also designed a standardized, formalized, and contemporary way of working, including digital tools, that enables cross-functional B2B account teams to capture future growth in a changing customer environment. On all elements, the organization was enabled to start roll-out immediately.