Challenges

When the COVID-19 pandemic hit the world, our client, a traditional business house with a strong focus on in-person meetings and offline sales, felt the need to shift to digital and online presence. This was a major shift, but the client's resilience and adaptability were truly inspiring. They revamped their website to stay competitive, improve online visibility, and generate leads, effectively embracing the digital era.

SMARTnCODE: Helping our clients stay ahead in the forefront of change

The SnC SMART APPROACH

During the COVID-19 pandemic, every system faced challenges. To address pandemic-specific issues, we consulted industry veterans and developed a blueprint to help our clients achieve their goals.

1) Competing with Customer Expectations: We understood that any competition extends beyond direct competitors to include the last best experience our clients customers had. This insight guided us to focus on delivering exceptional, personalized experiences through the website

2) Rising Consumer Expectations: Recognizing that consumer expectations have been increasing, especially after COVID-19, we prioritized hyper-personalization and seamless digital experiences to meet these heightened demands.

3) Leveraging Personal Data: By utilizing existing personal data from their old site, we aimed to provide anticipatory and personalized experiences throughout the customer journey, ensuring our interactions were relevant and timely.

Key Strategies for Customer Experience

• Real-time Analytics: We made brand scores a key KPI for our customer-facing teams, using real-time analytics to continuously improve our services.

• Data and Technology Foundation: We built a robust data and technology infrastructure to support critical use cases across the customer journey.

• Alignment Across Functions: We aligned goals across marketing, sales, and customer service to ensure a seamless experience for our customers, eliminating any disconnects between functional silos.