Deliverect – Designing, validating and enhancing key customer journeys
Deliverect is a fast-growing scale-up that offers restaurants worldwide a comprehensive digital food ordering platform. Their solution empowers restaurant owners to manage operations seamlessly and drive revenue — making online ordering truly effortless.
Deliverect
Case
Deliverect partnered with CX Unraveled to gain a deep, actionable understanding of the customer journeys for their most important customers. The project combined journey mapping workshops with in-depth qualitative research to validate insights and identify opportunities for enhancement. The focus was on Deliverect’s MidMarket and Enterprise customers—restaurant chains operating with a big number of restaurants.
Approach
Journey Mapping Workshops
A mixed team of Deliverect professionals collaborated to create and discuss the customer journey. Focusing on key customer phases, they identified actions, needs, experiences, and opportunities for improvement.
Validation through In-Depth Interviews
Forty one-hour interviews were conducted with key customers across multiple regions. These sessions covered a broad range of topics, including a phase-by-phase validation of the mapped journey and gaps in relation to the desired customer experience.
Comprehensive Analysis
The gathered insights and customer quotes were compiled into a detailed report, culminating in a validated customer journey that highlights relevant findings and potential areas for enhancement.
Deliverect
Results
The combined workshops and qualitative research produced comprehensive, validated customer journey maps. These insights showed the strengths and opportunities within Deliverect’s digital ordering process. With a clear understanding of both internal perspectives and real customer experiences, Deliverect is now equipped to improve its platform—enhancing customer satisfaction and driving further revenue growth. Initiatives have been set up to further optimize every touchpoint of Deliverect’s ustomer journey.
Working with CX Unraveled has been a mind opening experience. We have been supported and guided in the most professional way, and the research projects always resulted in solid reports which triggered company-wide attention.
— Christian Osmundsen – Global Head of Customer Experience
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