Standard vs Customizing die Strategie zur passenden Omnichannellösung

Summary

The speaker discusses the implementation of omnichannel projects, emphasizing the journey from understanding to deploying a centralized omnichannel solution. Key points include the importance of listening and understanding customer needs, selecting the right solution, and agile implementation. A case study of a housing management company is highlighted, showcasing the successful reduction of customer contacts by 70% and the integration of various communication channels into a single platform.

Takeaways

• 😀 The speaker is the CEO of conaneo, a company that focuses on connecting brands and customers across various stages including marketing, sales, and service.
• 🌐 conaneo is part of a larger group called assist digital, which operates in the service sector and is involved in software solutions and channel solutions across Europe.
• 🔍 The company is pragmatic and technologically focused, with a history of diverse projects and an emphasis on understanding customer needs and goals.
• 📈 The speaker discusses the process of reaching an omnichannel solution, which involves understanding the customer's objectives, analyzing requirements, and considering the company's existing infrastructure.
• 🛠️ The importance of selecting a solution that is a 'best fit' for the customer's needs is highlighted, rather than forcing a standard solution onto the project.
• 📝 The script mentions the significance of documentation and planning in the project, including the creation of a 'big picture' to visualize the end goal of the omnichannel platform.
• 🚀 The implementation of the omnichannel solution is described as an agile process, starting with a proof of concept (POC) or minimum viable product (MVP) to test the solution in a real scenario.
• 🔄 The speaker emphasizes the continuous improvement and optimization of the omnichannel platform, including the integration of new technologies and the potential for automation.
• 🤖 The potential for using bots and voice bots to reduce human interaction and free up employees for more meaningful tasks is mentioned as a benefit of an effective omnichannel platform.
• 🏢 The case study of vonovia, a housing management company, is presented as an example of a successful omnichannel project, highlighting the reduction in customer contact and the improvement in service delivery.
• 📈 The project with vonovia achieved a 70% reduction in contact, demonstrating the effectiveness of the implemented omnichannel solution.

Q & A

What is the main topic of the discussion in the transcript?

The main topic of the discussion is Omni-Channel projects, specifically focusing on the comparison between standard solutions and customizing in the context of implementing an Omni-Channel solution.

What does the speaker introduce about their company, conaneo?

The speaker introduces conaneo as a company that has been in operation for eight years, focusing on connecting brands and customers across various stages including marketing, sales, and service. They are part of a larger group called assist digital, which operates throughout Europe and is specialized in providing software solutions for customer service.

What is the first step in approaching an Omni-Channel solution according to the speaker?

The first step is to understand what the customer wants, which involves listening and comprehending the goals and requirements of the project through various steps such as analysis, requirement management, and stakeholder analysis.

What is the significance of the 'big picture' in the context of the Omni-Channel solution?

The 'big picture' is a collaboratively developed target image with the customer that describes the systemic view of the solution, including processes, systems, infrastructure, and external components. It helps in maintaining a clear vision of the project goals and can be updated as the project evolves.

How does the speaker describe the approach to selecting a solution for the Omni-Channel project?

The speaker emphasizes being agnostic and not starting with a preconceived solution. Instead, the focus is on understanding the customer's needs and then selecting a solution that best fits those requirements, which may involve considering standard solutions that can accommodate high standardization or more flexible solutions for future-proofing.

What is a POC (Proof of Concept) in the context of the Omni-Channel project?

A POC is a minimal configuration of a product that is used to test whether the solution performs as expected. It helps in building a proof of concept within the project to validate the chosen solution before full-scale implementation.

What is the importance of MVP (Minimum Viable Product) in the project implementation?

MVP is about configuring the minimal expression of a product to start a project and build a test. It allows for a practical approach to see if the solution does what is expected, and it is a cost-effective way to start a project with a small budget.

How does the speaker describe the importance of change management in the project?

Change management is crucial as it involves bringing everyone involved in the project on board. It helps in identifying promoters within the company who support and participate in the project, thus facilitating its successful implementation.

What is the role of the 'big picture' in maintaining the project's direction and goals?

The 'big picture' serves as a constant reminder of the project's goals and direction. It is important to revisit and update it as the project progresses to ensure that the implementation aligns with the initial objectives and can adapt to new requirements.

Can you provide an example of a successful Omni-Channel project implementation mentioned in the transcript?

The speaker mentions a project with vonovia, a housing management company in Germany. The project aimed to reduce contact with tenants by 70% and improve service delivery through an integrated Omni-Channel solution, which was successfully implemented within a tight timeline and without service interruption.