Leading international group in the ophthalmic optics / ophthalmic lens industry
Implementation of new business model for BTB/BTC customers
Development of new customer groups using new high-tech technologies and integrated onsite/offsite customer journey
Initial situation & problem definition:
Using the latest 3D scanning technologies, the aim was to attract new customer groups for complete spectacle lens offers. The planned customer journey is completely new and includes BtB (onsite) and BtC (offsite) customers. Different teams worked on different individual customer functions. The integration of these functions was not planned and their dependencies were not transparent.
Project & implementation
An overarching program was set up to manage the various teams and report to the management. The program had the task of coordinating the teams’ development work along a defined customer journey. To this end, the Scaled Agile Framework SAFe® was trained and introduced in all teams. The customer journey was implemented in various program increments and presented at a major customer event.
Role
Program Manager
Successes & added value
- The objectives of the program were achieved over a period of approximately 1.5 years.
- The customer event to present the new Customer Journey was a complete success.
- The teams have achieved significantly greater efficiency in feature implementation thanks to the introduction of SAFe® and a clear, integrated, overarching target image (customer journey)
- The success of the customer event tipped the scales in favor of implementing a new business model
Further references
SSO SOLUTION
PROJECT MANAGEMENT GUIDELINE
FOR BTB/BTC CUSTOMERS
FOR SPECTACLE LENSES
IT STRATEGY
HANDBOOK
IT STRATEGY
