Taking a European industry leader to the next digital level
To support the growth of EXHAUSTO there was aprofound need to implement a new scalable commercial digital platform supportinglead generation, sales and online support of clients across Europe.
The Story
Pivotal to its corporate growth strategy EXHAUSTO was shifting from being a well-known indoor climate solution provider to also become known as a highly capable technical advisor for its clients, HVAC consultants and developers. This required redesigning customer journeys and competitive experiences at all touchpoints based on a new scalable commercial digital platform catering for sales growth in multiple markets.
Over the past decade, our market and customer expectations have evolved, creating agrowing need for in-depth technical guidance—particularly on navigating ESG requirements and making it easy to compete within new climate change agendas”.
How we helped
We started with answering the most important question:What do customers expect from EXHAUSTO and how do we turn this into savvycustomer journeys and experiences at all digital and human touch points? Drivenby this highly customer-centric approach we developed a road map for successfor the following 24 months captured in three pillars.
- Listening to customers and stakeholders and defining segments aligned to EXHAUSTOs offerings was pivotal for the growth strategy and its implementation. Much data was collected and revealed new perspectives for the growth trajectory.
- Establishing a cross functional project team anchored in top management. Co-creating a scalable digital platform incorporating PIM, integrations and APIs, multilingual websites, and apps—while also supporting internal functions at EXHAUSTO, particularly marketing, sales, sales support, and product management.
- Incremental implementation allowing for solid anchoring at local business units while introducing a novel series of indoor climate EXHAUSTO solutions. Tracking of performance regarding conversions throughout pipeline management.
- Maintaining close collaboration with the customer to provide hands-on support and execute a range of project-related tasks—such as defining USPs for new products, migrating data to new markets, and delivering marketing content for social media channels.
Feedback
Lone Lindberg Carstensen
Webmaster
Changing an entire digital platform has been quitevaluable for the business but also hard work for us in the marketing team aseverything was new to us. I appreciate the incremental roll out and believethis is a great way of building new working routines
Results—and what’s next
KPI reached
60%
CX is not Implemented
120%
CX is Implemented
Working with the client for more than two years we now are at the point where the project has gone from project to operations. Now we are planning to take the next logic step incorporating AI and novel solutions to further support sales and marketing.
About the client
EXHAUSTO is part of the French Aldes Group – a family-owned group founded in 1925. Aldes Group is a design and manufacturing company specialized in indoor climate solutions. The solutions are targeted at homes, offices, hotels, schools and businesses. With the acquisition of EXHAUSTO in 2016, the Group is one of the largest European companies specializing in innovative ventilation solutions.
Follow our Case Studies
MC Donalds CX Case Study
BlackRock Full
Nokia CX Implementation
IBM CX Consult
Andressen Horrowitz CX Podcast