Developing the digital customer experience

The Client

A UK FTSE 250 world leading provider of mobile power solutions with a staff of 6000 who deliver solutions to clients in over 100 countries.

Odesma was engaged to provide expert support and deliver savings, enhance skills and deploy technologies that would accelerate the organisations procurement excellence programme, a key component of a company-wide global transformation programme.

Within weeks of being appointed, Odesma had undertaken significant analysis of the procurement operation and third party spend data. This identified a number of areas where significant savings could be made.

Developing their digital customer experience – web site, digital and social media – would play a pivotal role in the organisation’s transformation programme and help support, enhance and  ensure a consistency of the brand messaging and marketing activities across each of the organisations units on a global, multi-lingual basis.

The Objective

To source suppliers of a CMS system to develop their digital customer experience

Odesma Impact

Pulling together a cross-functional team from Marketing, IT and Business Operations, Odesma harnessed the organisations requirement, market understanding and the existing supplier capability.

With so many moving parts and interdependencies within the project, scoping was always going to play a significant role and require a thorough understanding of many distinct functions – content development, design, translations, development, implementation, hosting, maintenance, search engine optimisation (SEO), tracking etc.

It was decided that the project should be split into 2 aspects – 1) the core CMS software system itself and 2) a Systems Integrator (SI) who would help minimise the implementation risks to the business.

The new CMS had to make it easy to update and enhance the content; to translate automatically into nine languages; to easily enable the content to flow into different digital and social output channels; to enable content storing, searching and retrieving at will; to align with the SEO strategy; to align with the third party monitoring of calls, emails and conversion rates/ digital channel.

A Request for a Proposal (RFP) was created and sent to a pre-selected list of already engaged software providers, all of who had teamed up with their own SI to bid for the project.


The Results

After an evaluation of the RFP’s and subsequent negotiations, a software provider and SI were selected to deliver the new CMS.

Working together with the translation company, who’s connector sits on the core system’s servers; with the SEO company looking at each of the organisations markets, blocks and linkages; with the web site, creative agency and developers and on a new hosting platform, the business’ new web site is due to go live January 2017.