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Background
Our client is a large public sector company, offering a range of services to businesses and individuals through its various business lines. The market for professionals and very small businesses represents a strong growth challenge and opportunity to enrich and diversify their product portfolio and services aimed at this customer segment.
Challenge
In this context, the client wanted to develop the engagement of its professional customers via a portfolio of new non-commercial services, giving the right to exclusive services including a loyalty programme. This programme aims to improve the experience of professionals at different stages of the life cycle and across all physical and digital touch points.
Approach
Accompanying the programme and its projects through all stages: • Setting up and leading the governance • Marketing framing and functional design of projects • Monitoring the progress of projects and coordinating stakeholders • Setting up and monitoring pilots • Strategy and launch plan (communication and change management) • Support for programme management and the achievement of strategic and operational milestones
Key results
Benefits
The commitment of the Keyrus Management and client teams allowed the company to gain support of all its stakeholders. Thanks to a marketing concept centred on customer value, a cross-functional technical architecture and consideration of its employees' needs, the client was able to keep all areas of the programme under control (including functional scope and schedule).
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