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CLIENT CASE – Evolving customer promise and service offering
Discover how OPM Conseil supported a construction company in redefining its customer service offering: approach, results, and key benefits
A company’s service strategy includes a well-defined customer service offering—a set of solutions designed to support clients in using its products effectively. In the construction sector, this may include services such as air conditioning installation or administrative support for accessing financial aid related to energy renovation projects. A tailored service offering encourages product purchases and fosters customer loyalty
Why rethink the customer journey?
Context and challenges of a construction manufacturer and distributor
A manufacturer-distributor in the building industry aimed to shift its market focus toward energy renovation. Its professional clients were facing administrative and regulatory challenges that hindered project execution. To address this, the company wanted to implement a seamless customer journey for professionals, in a market shaped by evolving regulations and emerging players
Project objectives: Build a comprehensive and fluid customer journey for professionals
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Improve customer support processes
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Enable a smooth experience across the company’s service offerings
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Simplify administrative tasks so professionals can focus on project execution
Our approach: Designing a high-impact customer support model
General approach
20 weeks
Key actions
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Market monitoring (competitors and regulations)
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Product data analysis and sizing
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Workshops with professional clients and field teams
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Mapping of current and future tools
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Design of seamless customer journeys aligned with decision-maker expectations
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Development of a change management program
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Presentation of economic impacts and implementation timelines
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Support in structuring the rollout
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Economic modeling and detailed progress roadmap
Results achieved
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Three targeted customer journeys designed
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Structured service offering and support across multiple brands
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Defined service specifications and coordinated multi-brand implementation
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Integrated resource planning (prioritization and scaling strategy)
Looking to improve your customer service offering?
Contact OPM Conseil
Let’s discuss how we can help you enhance your customer journey, structure your service offering, and support your clients more effectively.
We assist companies in developing customer-centric service strategies, regardless of their sector.