Examples of achievements

Our offering

  • Marketing strategy and customer relationship

    Define your marketing and customer experience ambition, structure your marketing plans (positioning, growth opportunities), and develop action plans.

  • Offer and service design

    Design innovative offers and services using a design thinking approach, prototype them, and support experimentation and go-to-market deployment.

  • Marketing efficiency

    Develop customer insights and implement relationship programs (acquisition, loyalty) to optimize marketing processes and tools.

  • Customer relationship efficiency

    Simplify customer journeys (contact management, key touchpoints) and optimize processes and tools with a multichannel approach.

     

  • Customer listening

    Manage the customer experience (key KPIs), listen to and share the voice of the customer across the entire company (verbatim analysis, pain point resolution initiatives, etc.).

     

  • Customer culture

    Develop employees’ customer orientation and the concrete embodiment of service-oriented behaviors through awareness programs, training, and serious games.

Case studies

The Group is facing an increase in customer cancellations due to intense competitive pressure in the B2B market and a shift toward a senior-focused segment in B2C.

Solution

Implementation of a comprehensive “anti-churn” system: identifying customers with the highest likelihood of leaving (scoring). Launch of targeted actions such as care calls, cancellation rescue campaigns, and sharing of best practices.

Result

Assessment of gains and ROI generated:

  • A reduction in customer cancellation rates.
  • A first use case involving artificial intelligence.

The Group aims to make customer experience a key driver of loyalty and a way to stand out from the competition.

Solution

Onepoint teams mapped customer journeys and led an improvement initiative based on the design thinking methodology, placing the customer and their usage at the heart of the approach.

Result

  • Strong engagement from internal teams and customers.
  • Over 20 improvement actions identified and implemented.

The Group’s Development Department aims to accelerate the B2B and B2C digital transformation of its business.

Solution

  • Analysis of the Group’s digital ecosystem and definition of the Digital division’s 3-year objectives.
  • Execution of inspiring benchmarks and identification of key areas to improve the B2B and B2C digital strategy.

Result

  • A roadmap built around 6 major strategic pillars.
  • Over 20 priority initiatives identified, detailed, and scheduled over a 3-year period.

Contacts