Description
This initiative aims to complete the complete the real-time data solution that provides immediate access to our order history. This will enable development of new sustainability services for customers, higher internal efficiency, higher customer satisfaction and support a more systematic approach to customer analysis and engagement.
Two concrete use cases include
• New service offerings: By identifying customers who have purchased specific products, we can offer them relevant new services that support their sustainability and health & safety goals. For example, we can provide annual inspections of fall protection harnesses and calibration of tools.
• Increased efficiency: providing direct access to order history for our service center in Norway will eliminate manual data copying.
Possible other consumers of complete order history data could be
• Market automation: Leveraging order history data to automate marketing campaigns and customer outreach, including personalized promotions, efficient campaign management, and enhanced customer engagement.
• Customer-driven product improvements: Identify which products are frequently returned or have recurring complaints and use this insight for fast actions.
Is this part of the business plan 2025/2026?
This initiative will affect
Sweden, Norway, Finland, Denmark, Nordics
Definition of Done to be added:
Urgency Matrix
Opportunities and Benefits
Threats and Risks
Short Term
• More targeted offers as sales teams can easily identify customers who have purchased specific products and promptly offer new services.
• Immediate time savings for the Norwegian service center by eliminating manual data transfer, thereby improving efficiency.
• Fewer errors due to automated workflows and less manual involvement.
'• Missed sales opportunities if we cannot quickly identify and offer relevant services to existing customers.
• Inefficiencies in the service desk if we continue relying on manual copying, leading to errors and delays.
Long Term
• Stronger customer relationships over time by personalizing offers based on historical purchase information.
• Competitive edge with a robust, scalable data architecture that supports continuous growth and innovation.
• Happier customers due to faster service levels.
'• Employee and customer dissatisfaction if slow, manual processes persist.
• Technical debt and higher long-term costs if we do not establish a well-structured data platform (Kafka), hindering future scalability and development.
• Competitive disadvantage if other players offer more data-driven services and faster response times.
Discovery activities: (to be added as Epics)
Identify the the #1 goal for your change initiative:
Retrive orderdata history
Identify the measures (KPIs) you suggest to use to measure the success of the initiative and how to track them
'SALES
NPS
Personal cost (norway)
Time per handled service issue (norway)
Epics (0)
No epics linked to this initiative.