bpost is the main postal company in Belgium and a growing partner for parcel and omni-commerce logistics in Europe, North America and Asia. Its 36,000 employees in Belgium and worldwide connect consumers, companies and governments by delivering mail and parcels to their doors and providing e-commerce logistics services. bpost came to Harmony with a few concrete questions that resulted in a Business Next Step programme. Together with Helena Campens, Digital Strategy & Transformation Manager at bpost, we look back on this programme.
Customer experience
As Digital Strategy & Transformation Manager, Helena works in the department that forms the bridge between digital technology and the business. One of bpost's big ambitions is to be an omnichannel organisation in which the right channel choices lead to an optimal customer experience. It was with this in mind that bpost contacted us.
"In a large organisation like bpost, it is important that all departments work together efficiently and strengthen each other. A bpost customer can get in touch with us in many different ways and through various channels. Precisely because of those many touchpoints, collaboration between departments and an omnichannel approach are very important to achieve a good customer experience," says Helena.
For Sébastien Scarmure, lead Digital & Agile Transformation, omnichannel and digitalisation also go hand in hand. "The omnichannel strategy must lead to the right mix of customer experience and cost efficiency," says Sébastien Scarmure.
Guiding principles and omnichannel roadmap
Harmony was asked to deliver two results: a clear set of guiding principles and a product/channel matrix, which bpost can then use to make concrete choices and which should help them shape the omnichannel roadmap. Harmony proposed carrying out a 'Business Next Step programme'.
"A Business Next Step programme means that, in a limited number of workshops, we deliver a quality result for the client, with pragmatic insights and clear recommendations for the next steps, which the client can then implement on their own or with Harmony's support. Our aim is to create value for our client very quickly with a focused approach," says Christophe Vanhorenbeeck, partner at Harmony Group business consultancy.
"As an external party, Harmony had a neutral position, which meant they could also challenge us. Harmony treated every business unit in the same way and saw each one as an important link in the organisation. The knowledge of omnichannel that Harmony brings is a great added value," says Helena.
Conclusion
"We were aware that our questions were big ones to deal with in two workshops, but Harmony still managed to respect bpost's request and work towards an achievable outcome. I also felt that Harmony's consultants were really motivated to reach a successful result together with us," Helena concludes.
Would you also like to discover how a Business Next Step programme can help your company? Then get in touch with us, with no obligation!
With Business Next Step, we help organisations take a concrete next step towards a more digital organisation. In a few short but powerful workshops, we set out tactical actions for the short term and make strategic plans for the long term. Don't keep going round in circles: take a real step forward!
