We benchmarked what local and international peer companies do, including other industries. We decided to conduct 14 customer interviews and analyse earlier customer data to understand customer behaviour better. Based on the findings, the customers were segmented for digital channels. We went through 130 touchpoints to create a customer journey map and sales channel blueprints for Vapo’s business areas.
Based on the new insights and strategy, we created a vision for Vapo's digital business, with a recommendation for the technical architecture, a business case study, and example visual designs. Vapo immediately started digital service and ecommerce programs to drive towards the goal of 100M€ revenue from digital channels. The programs will also improve NPS for both large and small customers in both district heating and biofuel business areas.
Columbia Road will continue supporting Vapo during the implementation phase of the digital sales channels and services.