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Customer experience in the energy sector

2024

BAYWA re

We analyze the current Customer Journey of BayWa re Mexico Installers to detect opportunities for innovation and improve the experience.

Customer Journey Mapping // Customer Experience

Challenge:

BayWa re is one of the leading companies in the distribution of solar products in Mexico. They sought us out with the aim of improving the relationship with their panel installer clients, identifying and analyzing the customer journey current to identify innovation initiatives that incrementally improve the stages of the experience.

what do we achieve?

Identify the vision of each of the areas involved in the customer experience, in order to have a clear understanding of the necessary interactions and how we can take into account current pain points to improve the journey through initiatives that resolve these needs.

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How did we do it?

The journey that the Installer experiences when offering their services was mapped, as well as how BayWa intervenes in this process, with the main objective of detecting: pain points and areas of opportunity. 

With this we were able to identify the initiatives that will help BayWa re solve the different needs of the current experience.

Immersion

We begin by immersing ourselves in the company, where we focus on understanding its operating and commercial model and technology team with the aim of understanding the different business rules and its technological capacity.

Exploration

We conducted an exploration with different customer segments, to understand their current experience with BayWa with the aim of identifying innovation opportunities, seeking to detect initiatives that meet the needs identified in the current journey.

Ideation

Definition

Construction

Immersion

Exploration

We begin by immersing ourselves in the company, where we focus on understanding its operating and commercial model and technology team with the aim of understanding the different business rules and its technological capacity.

Ideation

We conducted an exploration with different customer segments, to understand their current experience with BayWa with the aim of identifying innovation opportunities, seeking to detect initiatives that meet the needs identified in the current journey.

Definition

Construction

TAGS

INDUSTRIES

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Let's talk about what we can

build together

CONTACT US
APTO EDUCATION

Let's talk about it
that we can

build
together

CONTACT US
APTO EDUCATION

APTO Innovación S.A.P.I de C.V.

Ostia 2750 Int. 3,Providencia 2nd Secc, 44630 Guadalajara, Jal. Mexico

+52 (33) 1814-5528

info@apto.mx

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