For example, using a new responsive website in Poland, ŠKODA AUTO decreased their bounce rate substantially, and the number of page views significantly jumped. The automaker is also reaping productivity efficiencies from their new processes, common data model and digital tools. Simpler and smarter business operations have helped reduce costs.
The changes began with a customer-oriented strategy and service design, combining the best of Accenture’s and Fjord’s capabilities. Explorative consumer research and testing put the customer at the heart of the business. The new strategy was bolstered with innovative technology solutions that support current and future business models.
Setting up a bold, yet realistic vision
Together, we defined a digital customer and customer experience strategy that established new processes and a connected ecosystem of tools. By identifying ŠKODA AUTO’s target customers and their needs, we aimed to drive the customer experience to the highest levels while boosting ŠKODA‘s transformation.
The team created a list of innovative solutions and customer-oriented value propositions and services. Some of the solutions and services were piloted in a “Living Business” environment that is more fluid, responsive, and predictive to ever-changing consumer demands and expectations. These included innovation accelerators hosted by Fjord in Berlin and the Accenture Customer Innovation Network Center (ACIN) in Milan. At these sessions ŠKODA AUTO received hands-on recommendations on how to reinforce their strengths and overcome weaknesses with regards to customer needs.