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Unified Customer Experience Platform for Online Ordering Enhancement

clockwork.com

Manufacturing

Customer Experience Challenges in Online Ordering

Customers encounter inconsistencies and difficulties during online ordering due to fragmented business unit operations. Internal misalignment hinders effective research participation and implementation of targeted solutions, resulting in suboptimal customer satisfaction and operational inefficiencies.

About the Client

A leading manufacturing company producing a diverse range of industrial products with multiple business units operating independently.

Project Objectives for Customer Experience Enhancement

Reduce internal operational complexity across business units
Streamline customer communication channels
Define clear roles and responsibilities for customer experience teams
Improve customer satisfaction scores by 25% within 12 months
Establish a unified digital ordering framework

Core System Functionalities

Customer journey mapping with pain point identification
Real-time feedback collection and analysis
Cross-functional stakeholder collaboration portal
Service blueprint visualization tools
Unified analytics dashboard for CX metrics

Technology Stack Preferences

Experience analytics platforms (e.g., Hotjar, Qualtrics)

Journey mapping software (e.g., Miro, UXPressia)

Enterprise CRM integration (e.g., Salesforce)

Cloud-based collaboration tools (e.g., Microsoft Teams)

Business intelligence dashboards (e.g., Tableau)

System Integration Requirements

Existing ERP systems
Customer relationship management (CRM) platforms
E-commerce payment gateways
Internal communication tools
Data warehouse for analytics

Non-Functional Requirements

Enterprise-grade security with ISO 27001 compliance
99.9% system uptime SLA
Scalable architecture for 10M+ monthly users
Multi-region data residency support
WCAG 2.1 accessibility compliance

Expected Business Impact

Implementation will reduce operational costs by 15% through process standardization, increase customer retention by 20% via improved digital experiences, and accelerate time-to-resolution for customer issues by 30%. The platform will create a single source of truth for customer insights, enabling data-driven decision-making across all business units.