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Towards stronger home delivery capabilities: a Telenet case study

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This is the full presentation of Reinout Denys (Senior Consultant bluecrux) & Kurt Schilders (Director Supply Chain Telenet), presented at Supply Chain Innovations 2019 (Thursday 21 March, 2019). Learn how Telenet & bluecrux set up an ideal omni-channel environment to ensure a consistent Telenet customer experience.

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Towards stronger home delivery capabilities: a Telenet case study

  1. 1. www.bluecrux.com www.linkedin.com/company/bluecrux/
  2. 2. HOW COMPANIES LIKE AMAZON AND BOL.COM PUSH ORGANIZATIONS TOWARDS STRONGER HOME DELIVERY CAPABILITIES SUPPLY CHAIN INNOVATIONS 21/03/2019
  3. 3. SPEAKERS Kurt Schilders Director Supply Chain, Facility, Property & Fleet Telenet Reinout Denys Senior Consultant Bluecrux
  4. 4. ABOUT Your business transformation partner in supply chain & operations Leading provider of media and telecommunications services in Belgium
  5. 5. THE TELENET LANDSCAPE Strategic focus on services Multichannel Supply chain maturity Demand forecasting & planning Reverse logistics Harmonization Consolidation
  6. 6. COMPLEX MIX Internal organization Customer Premise Equipment Rental model Technical activation Self-install & Billing SWAP process Hardware Sales model Vouchers/discounts Depreciation tables Type of devices Different sales & marketing departments Different customer types Complex IT landscape
  7. 7. WHY (NOW)?
  8. 8. CHANGING CUSTOMER EXPECTATIONS
  9. 9. DIGITAL FIRST
  10. 10. SHIFTING TO AN OMNICHANNEL MODEL
  11. 11. HOW?
  12. 12. CUSTOMER FIRST IDENTIFY YOUR CUSTOMER PERSONAS
  13. 13. CUSTOMER FIRST MAP CUSTOMER JOURNEYS
  14. 14. CUSTOMER FIRST OPTIMIZE TOUCHPOINTS MAP CUSTOMER JOURNEYS
  15. 15. CUSTOMER FIRST ONE TELENET EXPERIENCE OPTIMIZE TOUCHPOINTS MAP CUSTOMER JOURNEYS
  16. 16. CUSTOMER FIRST CROSS-FUNCIONAL COLLABORATION ONE TELENET EXPERIENCE OPTIMIZE TOUCHPOINTS MAP CUSTOMER JOURNEYS
  17. 17. CREATE THE HOME DELIVERY CHANNEL Supply Chain Supply Chain Planning Stock visibility across channels IT End Customer Portal Performance and Analytics System integration Distribution Direct Distribution Warehouse Last Mile Transportation Commercial Sales and Marketing Support organization Finance & Invoicing
  18. 18. WHAT?
  19. 19. DEALING WITH COMPLEXITY
  20. 20. DEALING WITH COMPLEXITY
  21. 21. DEALING WITH COMPLEXITY • Customer/product segmentation • New/virtual touchpoints • Boxes & branding
  22. 22. DEALING WITH COMPLEXITY • Channel mix • Reinforced capabilities • Inform & support
  23. 23. DEALING WITH COMPLEXITY • Integration in existing set-up • Funnel communication flows • ‘Customer first’ mindset
  24. 24. DEALING WITH COMPLEXITY • Customer perception of partners • Value-adding partnerships • Real-time feedback & monitoring
  25. 25. DEALING WITH COMPLEXITY • Internal ownership • Align different projects • Prioritization between channels during S&OP process
  26. 26. WORTH IT?
  27. 27. FACTS & FIGURES +65k deliveries Best Web shop Award Belgium ‘18-’19 in category ‘Telecom providers’ 98,8% of orders have a first delivery attempt within 24h 100% of orders received before 18h, processed and sent on the same day NPS 56 89,5% of orders have a successful first delivery attempt
  28. 28. NEXT STEPS Home Delivery agile team Digital transformation program
  29. 29. KEY TAKE-AWAYS OPTIMIZE CAPABILITIES CUSTOMER FIRST CHANGE ORGANIZATION-WIDE
  30. 30. WHY BLUECRUX Implementation – hands on & pragmatic Change Management Tailored Project Management Customer and Distribution Experience Smile, persistent & fun
  31. 31. See you at booth 16! www.bluecrux.com www.linkedin.com/company/bluecrux/

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