Case Study
Improve the omnichannel customer experience of a major B2B furniture retailer
Sunpan is a leading B2B furniture vendor, servicing retailers and designers in North America and internationally. The pandemic resulted in massive growth thanks to their high quality products and strong partnerships. To scale further, the business needs to identify opportunities to make the customer experience more effective and efficient. PH1 was contracted to analyze the customer experience and conduct customer research to pinpoint critical opportunities for growth.
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Mapped ideal customer journey and provided actionable roadmap to improve customer experience
Sunpan needed to simplify and standardize its omnichannel customer journey. From brand awareness to fulfilment, and across sales, marketing, customer support, the brand needed requirements to ensure their service keeps up with their increasing customer base. How we solved this problem:
Interviewed staff across C-Suite, marketing, sales to gather internal insights on service improvements
Conducted comparative analysis of Sunpan vs industry leaders
Interviewed diverse customers to determine opportunities and pain points
Defined, prioritized, and recommended service improvements across the customer journey
Created a customer journey map and needs assessment tool
Created personas to assess needs and opportunities
PH1 was responsible for all recruitment, research, analysis, and recommendations.
Interviewed staff across C-Suite, marketing, sales to gather internal insights on service improvements
Conducted interviews across brand verticals to gather internal views on problems and opportunities
Mapped omnichannel experience, from trade shows, to marketing, opening preferred account, ordering online, and logistics
Conducted comparative analysis of Sunpan vs industry leaders
Evaluated user experience, marketing, branding, ease of purchasing
Delivered scorecard illustrating essential areas for improvements and where Sunpan has a competitive advantage
Interviewed diverse customers to determine opportunities and pain points
Learned from leads to improve conversion and retention
Spoke with customers to gather brand experiences and map out service pain points and improvements
Identified opportunities to make the customer experience more effective and efficient
Used quantitative, qualitative, and stakeholder data to provide actionable recommendations for improving customer experience across verticals
Created a customer journey map and needs assessment tool
Mapped out full omnichannel customer journey
Evaluated success of current services across touchpoints
Provided requirements for success and areas of improvement across touchpoints
Created personas to assess needs and opportunities
Created customer personas for use across sales, marketing, and product teams
Outlined pain points and opportunities to elevate CX
Delivered competitive audit including recommendation to create better differentiation
Delivered journey map with evaluation of current state touchpoints as well as requirements, pain points, and improvements to elevate CX
Delivered set of prioritized, tactical recommendations to elevate brand and improve UX across omnichannel journey
Delivered personas, outlining pain points and opportunities to prioritize improvements
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