Virtrium

Business Value from IT

Business Value from IT

Digital and Omnichannel

IT Strategy

Future State Technology

Digital and Omnichannel

Service Improvement

Sourcing

Efficiency

Operating Model

Change and Transformation

Delivering a consistent, engaging customer experience across multiple digital and physical touch points is now an expectation an organisation must fulfill, rather than a differentiator. It must be able to integrate all data and channels to do business and communicate with its customers. A connected experience that makes the customer journey seamless and simple to navigate will drive purchase and create loyalty – while any disconnect risks damaging the brand.

Why you might need our help

Delivering an effective omnichannel experience requires a reliable, flexible and scalable IT ecosystem that connects the steps and interaction points in the customer journey.

This must be built on an architecture that supports robust and efficient business processes, and which properly integrates all systems and solutions: back office, sales and marketing, e-commerce and store/POS.

Alongside getting all channels to work together, this ecosystem should have the capability to capture and pull together data from disparate sources to deliver a ‘single source of truth’ on a customer’s behaviour, preferences and brand perception. This can be fed back into the omnichannel strategy to optimise and personalise the customer experience, drive more profitable interactions and inform decisions about IT.

What Virtrium can offer

Our service to help clients to offer suitable Customer Experience/Omnichannel/Digital solutions comprises:

Strategy:

  • Developing the client’s CEx/Omnichannel/Digital strategy and aligning it with the IT strategy, the governance strategy and the overall business strategy.
  • Key aspects of the strategy include:
    • Understanding relevant trends in customer buying criteria, patterns and learning preferences
    • Understanding trends in technologies that may affect customer preferences or supplier capabilities
    • Deciding which channels will be used to serve customers

Architecture:

  • Designing the IT architecture needed for the strategy, including:
    • Customer journey mapping and design
    • Options development, analysis and selection
    • Building in flexibility to accommodate future changes in customer preferences and channel capabilities
  • Designing the most suitable target operating model, including:
  • Ensuring consistent customer experience within and between channels
  • Interfaces and dependencies with non-IT aspects such as legal compliance requirements and essential people interaction
  • Designing the right governance model

Transformation:

  • Building and approving the business case
  • Planning and implementing the changes to technology, processes and people
  • Identifying, tracking and realizing benefits

How do we deliver

The starting points for client engagements can vary greatly. It is therefore impossible to prescribe one approach. We would always suggest that a careful upfront analysis will be needed to determine the best approach.  A successful approach is likely to include a combination of the following:

  • Customer journey mapping.
  • Lean Thinking.
  • A clear  design criterion
  • Avoid copying what someone else is doing without good reason
  • Extensive application of the Change Framework
  • Integration of systems so that customer journeys can be seamless and friction-less.