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​​Smart home​

Optimizing the CX through organizational transformation

Our client, a smart home provider, faced numerous customer complaints two years after their market launch. The primary issue was a lack of flexible processes, which hindered the quick integration of new partners into the ecosystem, resulting in organizational inconsistencies. With valantic, the company embarked on an agile transformation journey that included root cause analysis, the development of a clear target vision, and the establishment of regular activities aimed at continuously improving the sustainable transformation process.

A granddaughter and grandmother are using an EAA-compliant platform or an accessible online shop on a smartphone.

Challenge

Two years after their market launch, a smart home provider faced rising customer complaints. The core issue was inflexible development processes, which delayed the integration of a growing number of partners into the ecosystem.

Consulting approach

valantic conducted comprehensive analyses and stakeholder interviews to identify the root causes of these inconsistencies and visualized them in a heat map. A clear target vision was developed for long-term optimization, alongside “quick wins” for immediate issue resolution, enhancing the customer experience.

Client benefits and solution

The project fostered a shared understanding of the problem and achieved notable successes within just ten weeks. It laid the groundwork for continuous improvement and a sustainable agile transformation across the entire organization.

woman activating smart home security system

The Challenge in Detail:

Two years after our client’s market launch, the number of customer complaints increased rapidly. The reason: The development process and process model were not flexible enough to integrate the growing number of partners into the ecosystem quickly enough. The fragmented organization led to a number of ambiguities and inconsistencies in terms of responsibilities and competencies.

two professionals engaged in a business meeting

Solution & Results in Detail:

To enhance the user experience, the first step was to conduct a comprehensive analysis covering people, processes, and outcomes. This analysis helped identify the root causes of inconsistencies. Additionally, in-depth data analysis and 53 standardized stakeholder interviews provided deeper insights into the underlying issues. The findings were then visualized in a heat map.

Based on these results, we developed a comprehensive target vision that encompassed key areas such as leadership, strategy, employees, partnerships, resources, processes, and offerings.

To achieve immediate improvements in customer experience, we proposed prioritized implementation measures as “quick wins”.

contemplative woman operating thermostat on wall

Solution and Client Benefits:

The project successfully fostered a shared awareness of the problem among all stakeholders, leading to a collective recognition of the need for organizational transformation to sustainably improve customer satisfaction.

Your Contact

David B. Hofmann, valantic

David B. Hofmann

Partner & Managing Director

valantic Division Digital Strategy & Analytics