Roudolph D.

The NSIA Group, present in 12 countries, aimed to improve its customer experience by identifying friction points in customer journeys and implementing a digital transformation plan to optimize front-office interactions and customer satisfaction.

🔍 Detailed diagnosis of customer journeys in 12 countries, including analysis of physical and digital interactions to identify friction points.

🛠️ Definition of a digital transformation plan, focused on improving customer experience, integrating the optimization of front-office processes and the digitalization of services.

🤝 Facilitation of collaborative workshops with local teams to co-create solutions adapted to regional and cultural specificities.

📊 Implementation of key performance indicators (KPIs) to measure customer satisfaction, such as Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT).

🔗 Coordination with IT teams to ensure the technical integration of proposed solutions into the existing system.

✍ Drafting of functional specifications to support the development or acquisition of new technological solutions.

Orange Burkina undertook a major organizational and technical transformation, including the integration of a CRM, an ERP, and the expansion of its offerings. These changes required a redesign of B2B processes to ensure their alignment with new tools and strategic objectives.

🔍 In-depth analysis of existing B2B processes to identify gaps and dysfunctions in the context of integrating an ERP and a CRM.

✍ Drafting of missing processes and optimization of workflows to ensure a smooth transition to new technological tools.

👥 Facilitation of business workshops with sales, IT, and operational teams to gather needs, align stakeholders, and co-create adapted solutions.

📋 Implementation of a methodological framework based on PRINCE2 to structure process updates and ensure rigorous monitoring.

🤝 Interdepartmental coordination to ensure consistency between the company's strategic objectives and new operating methods.

🎓 Training of Key Users on new processes and skills transfer to ensure their sustainable adoption.