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Putting the Customer at the Center with Cobham SYNC
The technology giant Cobham SATCOM is a leader in satellite communications equipment on land, at sea and in the air. With the customer portal Cobham SYNC, the digital experience now follows suit. The global company Cobham SATCOM has grown significantly in recent years - both organically and through a number of mergers and acquisitions, including the Danish group Thrane & Thrane. After the many mergers, however, one of the classic challenges that arise when you take over existing digital systems and IT platforms as well. The lack of a unified digital platform led to a number of internal and external challenges. For example, the customer had to log in one place to find product information, another to find marketing material and a whole third to access the support function. At the same time, it was expensive and ineffective for Cobham SATCOM itself to maintain the many different systems. Cobham SATCOM, therefore, wanted a new solution based on the customer. In this context, it was a must, that all data and functionality had to be gathered on one single-point-of-entry platform. On a more general level, it should make the customer feel that the company's digital services are experienced with the same high quality as their products. In order to put the customer at the center, the starting point for the project was first and foremost to understand and structure the many different user types and their widely different needs. This knowledge formed the basis for a personalized platform where the user is only presented with the information they want or need to see. The new customer platform, Cobham SYNC, serves as everything from the extranet and marketing portal to product database and support center for customers and partners. The integration of the functionalities from the various platforms was the first part of a larger roadmap for the SYNC platform. An expansion with a spare part web-shop. It has quickly turned out that it pays to focus on the customers. Customers experience saving time because it has simply become easier to find what they need. At the same time, this has led to internal efficiency, because it has now become possible to automate and simplify a wide range of processes and tasks. http://www.creuna.com
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