Covestro. Perfectly personalized customer journey
With Merkle and a digital customer experience, the materials producer becomes a pioneer in the B2B sector.
At a glance
- 01The challengeRedesigning digital touchpoints
- 02Our approachFrom Insights to Action
- 03The resultPreference-based product and experience platform
Sector
- Industry
Disciplines
- Strategy & consulting
- Conception
- User Experience & Design
- SEO & Analytics consulting
- Technical implementation
Year
- 2017-2019
Tech Stack
- SAP Commerce
- Sitecore
Services
- Fullservice
- Experience Platforms
- Data & Insights
- Digital Strategy
From Insights to Action
The strategy is based on our From Insights to Action approach: Merkle first determines how close the company is to its customers: How well does it know their needs and pays? Internal interviews are held for this purpose. The experts also interview various external, international target groups of the B2B company. With the help of the interviews we can identify and understand the clients in their individual job roles. Based on these findings, Merkle develops a detailed roadmap for Covestro for the initiated Digital Customer Journey Program.
Our approach.
From Insights to Action.
Numerous interviews worldwide provide insights into the needs of Covestro's customers.
Solution Center.
A central product and experience platform replaces the fragmented systems.
Technology.
AP Customer Experience is the basis of the complex PIM and product content management. Sitecore serves for future international marketing activities.
Customer Experience Factory.
Covestro's customers and employees work together on the continuous development of the website.
As diverse as the customers: Covestro in the digital world. Watch the video now!
Covestro Solution Center.
Whether designer, buyer or engineer: Each group of experts has its own needs. For some special fields the texture of the material counts, for others the price is most important. At Covestro, every customer now receives exactly the information he or she needs. The product pages are tailored to the knowledge and needs of the users. Invitations to special events are also based on their preferences. In addition, all Covestro products can be viewed and ordered centrally in the new Solution Center. A significant improvement over the previous fragmented product platforms. If required, customers can now also contact Covestro directly via video chat. This is how personal service works in the digital age.
Customer Experience Factory.
The Customer Experience Factory makes it possible to involve customers with their wishes and ideas into the further development of the website: Both Covestro employees and customers from various target groups take part. The international committee constantly raises new requirements, prioritises them and obtains feedback on the progress of the B2B platform. This makes the development of the multi-channel platform much more agile and flexible.
of interview material
50.0hoursparticipating experts from Merkle
80.0+German, English, Chinese
3.0languages
