Digital transformation enables more effective and efficient customer engagement
The Company
Our client is the leader in “Construction and Building” specifications. It provides engineers, architects, and design professionals cutting-edge tools for creating and maintaining office master specifications. Their flagship product is recognized as the industry standard and is the most widely-used specification system in the U.S.
The Challenge
Our Digital Transformation Assessment revealed high operational risks due to the following:
Sole dependency on a single, unsupported desktop application.
Inability to support an increasingly collaborative workforce via real-time online and mobile co-editing tools
Inability to marshal data online, restricting cross-channel user experience and association
Inability to support an increasing number of customers using mobile devices
Lack of smart data management to utilize captured information (e.g. reusing document styling parameters)
The Solutions
Enabled Customer Journey Stages
- Attract
- Engage
- Sell
- Serve
- Retain
- Grow
Enabled Digital Capabilities
| Multi-channel Interaction Management | ||||||||||
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| Marketing Automation | ||||||||||
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| Online Communities and P2P Virtual Collaboration | ||||||||||
| Data Management | ||||||||||
| Analytics and Reporting | ||||||||||
| Customer Feedback Management | ||||||||||
| Enterprise Resource Planning | ||||||||||
| Multi-channel Access (online, mobile) | ||||||||||
- Omni-channel integration platform for seamless user experience across all touchpoints –web and desktop
- Collaborative digital platform for users to operate on the same document concurrently
- Smart management of digital information by creating document parser that ensures reuse of styling implemented on previous documents
- Cloud-based digital platform with zero downtime enabling uninterrupted customer access 24*7
- Responsive designs for customers to have easy access through all devices including tablets, smartphones and desktop
The Result
Compunnel Digital transformed the legacy application into a cloud-based digital platform enabling users to collaboratively create, edit and manage specifications documents 24×7 and across different online and mobile devices.
Overall business productivity increased by 40-50% which includes:
- 35-40% reduction in time to create new construction projects
- 15-20% reduction in time to complete existing construction projects
- 24*7 omni-channel access to all data
- 45-55% enhancement in system availability
- 20-25% improvement in online user collaboration
- Enhanced digital business due to the ability to seamlessly switch from desktop-based system to web-based dynamic system