CRH Canada and Clockwork: Leveraging Digital Tools for ... AC Slide Decks... · CRH Canada is a...
Transcript of CRH Canada and Clockwork: Leveraging Digital Tools for ... AC Slide Decks... · CRH Canada is a...
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May 7 – 9, 2019
CRH Canada and Clockwork: Leveraging Digital Tools for Better Customer Centricity
Mejasoa Razafimihary, Communications Manager, CRH CanadaMike Roach, User Experiences, Clockwork
Session ID #83739
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About the SpeakersMejasoa Razafimihary• Communications Director,
CRH Canada
Mike Roach• User Experiences,
Clockwork
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Key Outcomes/Objectives
1. Learn how a leading company in a “conservative” industry transformed their customer engagement through innovation
2. Share how we drastically simplified our CX (Customer Experience)
3. How we greatly streamlined processes through design thinking exercises.
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Agenda
• About CRH and our Industry • Our Mission – To Create value through customer
“Centricity” • Our Project and Solution
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CRH Canada is a member of CRH plc, a global building materials company with almost 50 years of performance and growth
CRH is a leading global building materials group, employing over 85,000 people at approximately 3,600 locations in 32 different countries. CRH plc is one of the top-two building material players globally.
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CRH’s products cover the full breadth of construction
Building the urban environment Products for Construction Solutions Fit-Out and Building Renewal
Materials Products Distribution
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CRH Canada Group Inc. is one of Canada’s largest vertically integrated building materials and construction companies.
Vertically Integrated
Cement and/or Construction
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The Way CRH Does Business
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Improving B2B CustomerExperience is about striking the right balance between digital and human interaction in B2B’s more complex customer relationships.
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Our Project Mission
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What We Created Together
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How Did We Go from Here to There ?
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Where we were
Dated Technology
Non-Responsive
• SAP Portal-based solution• Browser compatibility issues• Uncertain future support
• Designed for one resolution• Browser-only• Branding collision
Low Engagement
• Low participation• Customers prefer other channels• Low internal engagement / support
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Project Preparation and Kick-Off
ANOTHER IT PROJECT ?
CUSTOMER CENTRIC PROJECT BASED
ON IT SOLUTIONS
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The ProjectJan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Go Live
Project Preparation & Kickoffs
Design Workshops
Development Sprint I with Review
Development Sprint II with Review
Development Sprint III with Review
SME Functional Testing
QA Test Cycle I (CRH)
QA Test Cycle II (Customers)
Phased Go Live
Post-Go Live EnhancementsLegend: Duration Milestone
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The Evolution of Design
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The Solution
CLOCKWORK FOUNDATIONS CLOCKWORK FOUNDATIONS
4120 Yonge Street, Suite 307 4120 Yonge Street, Suite 307
Toronto Toronto
Fee 1
Fee 1
Fee 2
Fee 3
Fee 2
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Business Benefits
Our New Platforms
Functional Equivalency
Consistent customer platform and user
experience
User-friendly
Responsive and performance improvement
Maintainable and supported
Relevant, up to date and easy to navigate
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A Winning Project
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“The new CRH portal is really easy to use. It allows us to receive and verify our billing documents quickly. I consult it on a regular base. Even when we forget our password, it is possible to reset it very quickly. Congratulations on this great initiative.”
CRH Canada Customer Feedback
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Access the slides from 2019 ASUG Annual Conference here: http://info.asug.com/2019-ac-slides
Presentation Materials
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Q&AFor questions after this session, contact us at
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