Winning customer experience
Wolters Kluwer is a leading company in the information services and publishing sector, actively committed to improving the customer experience for its clients through a strategically structured corporate program. The company turned to Idib Group to increase subscription contract renewal rates by focusing on the crucial activation and onboarding phase for the One system.
A customer-centric approach
Idib Group embarked on an in-depth customer research journey with Wolters Kluwer, conducting individual interviews to thoroughly understand the challenges and issues encountered during activation and onboarding to the One system. This customer research process provided valuable insights for identifying areas of improvement and the most suitable solutions.
Co-design for an optimized experience
Subsequently, Idib Group facilitated a collaborative workshop with a team of 25 people from Wolters Kluwer. Through a co-design approach, the team devised new and original solutions to address the issues reported by customers, ensuring that their needs were at the heart of the decision-making process.
Tangible and long-lasting results
At the project's conclusion, Wolters Kluwer was able to significantly enhance user experience during the One system's initial activation and onboarding phases. This led to tangible benefits in terms of system access and, consequently, an increase in subscription renewal rates, demonstrating the positive impact of an optimized user experience on long-term customer loyalty.
Idib Group provided Wolters Kluwer with a comprehensive range of services, including customer experience design, customer research, workshop facilitation, and project management, adopting a holistic approach to evaluate the system as a whole and ensure project success and meet client objectives.
