bpost is the most important postal company in Belgium and a growing partner for parcel and omni-commerce logistics in Europe, North America and Asia. Their 36,000 employees in Belgium and worldwide connect consumers, companies and governments by delivering mail and parcels to their homes and providing logistic e-commerce services. bpost came to Harmony with some concrete questions that resulted in a Business Next Step process. Together with Helena Campens, Digital Strategy & Transformation Manager at bpost, we look back on this process.

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Customer experience

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As Digital Strategy & Transformation Manager, Helena is connected to the department that forms the bridge between digital technology and business. One of bpost's big ambitions is to be an omnichannel organization where the right channel choices lead to optimal customer experience. With this approach, bpost contacted us.

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“In a large organization like bpost, it is important that all departments work together efficiently and reinforce each other. A bpost customer can come into contact with us in many different ways and through various channels. Precisely because of these many touchpoints, an interdepartmental collaboration and omnichannel approach are very important to achieve a good customer experience,” says Helena.

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For Sébastien Scarmure, lead Digital & Agile Transformation, omnichannel and digitization also go hand in hand. “The omnichannel strategy must lead to the right mix of customer experience and cost efficiency,” says Sébastien Scarmuse.

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Guiding principles and omnichannel roadmap

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Harmony was asked to provide two results. A clear set guiding principles and a product/channel matrix, which bpost can then use to make concrete choices and should help them to make the omnichannel roadmap to shape. Harmony proposed carrying out a “Business Next Step process”.

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“A Business Next Step process means that we deliver a qualitative result for the customer in a limited number of workshops, with pragmatic insights and clear recommendations for the next steps, which a customer can then implement themselves or with the support of Harmony. Our intention is to create value for our customer very quickly with a focused approach,” says Christophe Vanhorenbeeck, partner at Harmony Group business consultancy.

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“As an external party, Harmony had a neutral position, so they were also able to challenge us. Each business unit was treated in the same way by Harmony and seen as an important link in the organization. The omnichannel knowledge that Harmony brings is a great added value,” says Helena.

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Conclusion

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“We were aware that our questions were big to deal with in two workshops, but Harmony managed to respect bpost's request and work towards a achievable outcome. I also felt that Harmony's consultants were really motivated to work with us to achieve a successful result,” Helena concludes.

Do you also want to discover how a Business Next Step trajectory can help your company? Then take informal contact join us!

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With Business Next Step, we help organizations take a concrete next step towards a more digital organization. During a few short but powerful workshops, we set out tactical actions in the short term and make strategic plans for the long term. Don't keep going in circles, take a real step forward!

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