MAPPING CUSTOMER JOURNEYS AND METHOD FOR IMPLEMENTATION
Leading Housing Association
Situation
One of the biggest and most forward-thinking housing associations had as its mission putting the tenant first. Digitisation plays an important role in the efforts to serve customers both more quickly and more smoothly. Key aspects of this include the customer experience, the customer journey and data support. Vasco was asked to describe the desired customer journeys and to draw up a plan of action for their implementation.
Approach
- Interviews were held with employees of different departments. This generated a set of general findings that were incorporated into the desired customer journeys. In addition, relevant documentation was studied and relevant data analysed.
- The various customer journeys were mapped out in collaboration with the housing association’s customer journey experts.
- A catalogue of the desired KPIs and dashboards was drawn up.
Results
- A blueprint that consisted of the detailed customer journeys was delivered - including episodes, contact points, motivators and KPIs - at both a tactical and operational level and coordinated with the business processes.
- A specific, detailed implementation plan was delivered.
- Training was provided for the areas of risk management, value management and stakeholder management.
