Case Study · Real Estate Customer Experience & Digital Transformation

SODIC. Cartographie du parcours client (CX) dans l'immobilier

Développement de six parcours clients détaillés pour SODIC, dont trois parcours « as-is » et trois parcours « futurs ». Définition de plus de 5 étapes et de plus de 26 sous-étapes, avec plus de 400 tâches internes documentées. Identification des points de friction et des opportunités d'amélioration de l'expérience client grâce à une recherche méticuleuse et des améliorations stratégiques.

Journey MappingCustomer ExperienceCX Transformation

Client

SODIC

Industry

Real Estate Customer Experience & Digital Transformation

Date

2024-11-05

Timeline

—

01 —The Impact

The results, up front.

Stages Defined

Per 36 customer journeys

Steps Defined

26+

Per 36 customer journeys

Internal Tasks Defined

400+

Across 36 customer journeys

Detailed As-Is Journeys: Developed three detailed as-is customer journeys for Club S, Commercial, and Residential, highlighting current pain points and areas for improvement through intensive audits, interviews, and research. Innovative Future Journeys: Created three future customer journeys with significant improvements and opportunities identified to enhance the customer experience, based on thorough research and extensive expertise. Understanding: Achieved a thorough understanding of the customer journey, from initial awareness to post-purchase or exit stages, ensuring a seamless and customer-centric experience.

02 — The Challenge

Where they started.

Stages: The journey stage. Intent: The purpose at each stage. Steps: Actions taken under each intent. Actions: Specific actions under each step. Touchpoints: Communication channels used (SMS, email, etc.). Pain Points (As-is Journeys): Identified friction points under each action. Improvements (Future Journeys): Enhancements made compared to as-is journeys. Opportunities (Future Journeys): Positive opportunities identified under each action.

03 —What We Did