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South African Retailer
Reimagining the human experience

Curly woman with shopping basket reaching for boxed water.

Team
Tangity
NTT DATA
Services
Transformation Strategy
Business Model Innovation
User Research
Duration
 - 

Challenge

During the COVID-19 pandemic, our major retail client faced a surge in calls and inquiries to their service center. The pandemic made it clear they needed to upgrade their tools and technology urgently. They also had to make crucial decisions about their business models. Outdated tech, resistance to change, resource issues, and intense competition made things even tougher.

Package and groceries placed infront of apartment door.

Approach

Our approach involved an initial deep dive into the client's current setup. We looked at strategic positioning, customer and employee journeys, organizational design, culture, and technology. By comparing global best practices, we helped them to evaluate their existing experience to move toward better industry standards. We then created a best-in-class customer experience strategy to transform their service center and boost customer satisfaction overall.

Person shopping online for groceries while laying on the floor with their dog

Solution

Our work resulted in a comprehensive strategy and a practical 1-5 year roadmap. This plan outlined what was needed to improve the customer, business, and agent experience across technology, processes, organizational design, and culture. We also helped the client create a technology Request for Proposal (RFP).

By the end of our engagement, the retailer was ready to start their transformation with a practical, aligned, vetted, validated, and prioritized plan.