Innovations to make customers' lives easier
Case Study
Our Digital Acceleration Programme (DAP) was created to benchmark a brand against its competitors and the best of the breed within the retail space and offer advice on what initiatives to focus on in their online offering. The DAP is an extensive and deep-dive report highlighting where a business is winning or losing and finding the best opportunities for improving customer experience and, ultimately, revenue.
In 2021, Brakes, a leading wholesale foodservice supplier in the UK, completed the DAP process for a second time with our KPS Consultancy team. Having already made strides to improve its offering in phase one, Brakes commented that the second iteration of the DAP had “further consolidated and reinforced the previous work done.”
A valuable tool to engage with a wide range of business stakeholders, the DAP has been vital in assisting this traditionally B2B supplier in developing a customer experience that echoes the very best features of B2C e-commerce websites.
Brakes have two key requirements for any project or initiative to move forward: will it improve customer experience, and will it be commercially viable? Using the DAP as a guide, the last 18 months has seen Brakes launch three headline initiatives that have reshaped the customer journey at crucial touchpoints:
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Our Work
Our mission is to help you realise the full capabilities of an omnichannel SAP CX suite. With our industry-leading know-how and passion for successful transformations, we develop e-commerce solutions that increase sales, boost conversion rates and deliver excellent customer experiences.
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