Vanchura. 향상된 경험과 효율성을 위한 맞춤형 고객 여정 설계
Vanchura를 위해 주거 및 상업 구매, 임대, 중개인 관리 등 주요 세그먼트를 포괄하는 6가지 맞춤형 고객 여정을 개발했습니다. 이 여정은 5단계에 걸쳐 프로세스를 간소화하며, 600개 이상의 내부 태스크를 매핑하여 원활한 고객 상호작용과 효율성 향상을 보장합니다.
01 —The Impact
The results, up front.
Customized Journeys : Six detailed customer journeys tailored to Vanchura’s specific business needs and customer segments. Enhanced Customer Experience : A structured approach to ensure all touchpoints and interactions are customer-centric and efficient. Streamlined Processes : Clear and actionable steps for each stage of the customer journey, ensuring a seamless experience from start to finish.
02 — The Challenge
Where they started.
The customer journeys were structured to cover all critical stages, ensuring a seamless and customer-centric experience. Each journey included the following elements: · Stages: At which journey stage are we. · Intent: What is the intent at said stage. · Steps: What are the steps taken under said intent. · Actions: What actions are taken under said steps. · Touchpoints: Which touchpoints are used under actions (SMS, email, etc.). · Technology: What kind of technology was used at this stage (software, API, Odoo, etc.). · Internal Tasks: What needs to be done to succeed in these steps and ensure seamlessness.
03 —What We Did
The work.
The six future customer journeys were meticulously desig…
The six future customer journeys were meticulously designed, incorporating deep research and stakeholder input to ensure a tailored and practical approach for Vanchura’s operations. The groundwork involved:
Stakeholder Interviews
Conducted discussions with Vanchura’s leadership team and key department heads to understand their operational challenges and objectives.
Market Research
Analyzed industry standards, customer behavior trends, and competitor strategies to frame the journeys in line with market demands.
Technology Integration
Reviewed Vanchura’s current tech stack to ensure the journey elements could be integrated without major disruptions, ensuring a balance between advanced features and smooth implementation.
Internal Process Mapping
Defined and documented the internal tasks and workflows required to make each stage of the customer journey function effectively, ensuring clarity and operational readiness.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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