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Pilot study for concept development and procurement

A sales and marketing department commissioned Prové as project manager for a pilot study into future concepts for the company’s customer centres. The pilot study involved mapping insights, partly looking at the needs and requirements of customers and employees, and partly through broader surveillance of trends and the market. The results were compiled in the Business Model Canvas (BMC), where the current situation and desired situation could be visualised and compared.

The results of the pilot study laid the foundation for subsequent procurement of a company to operate customer centres. The results also provided basic data for drawing up a common strategy for developing customer relations and forms for customer greeting and treating for all employees who come into contact with customers.