This is the full presentation of Reinout Denys (Senior Consultant bluecrux) & Kurt Schilders (Director Supply Chain Telenet), presented at Supply Chain Innovations 2019 (Thursday 21 March, 2019). Learn how Telenet & bluecrux set up an ideal omni-channel environment to ensure a consistent Telenet customer experience.

1. www.bluecrux.com
www.linkedin.com/company/bluecrux/

2. HOW COMPANIES
LIKE AMAZON AND
BOL.COM PUSH
ORGANIZATIONS
TOWARDS
STRONGER HOME
DELIVERY
CAPABILITIES
SUPPLY CHAIN INNOVATIONS
21/03/2019

3. SPEAKERS
Kurt Schilders
Director Supply Chain,
Facility, Property & Fleet
Telenet
Reinout Denys
Senior Consultant
Bluecrux

4. ABOUT
Your business
transformation partner
in supply chain &
operations
Leading provider of
media and
telecommunications
services in Belgium

5. THE TELENET LANDSCAPE
Strategic focus on services
Multichannel Supply chain maturity
Demand
forecasting
& planning
Reverse
logistics
Harmonization Consolidation

6. COMPLEX MIX
Internal organization
Customer Premise Equipment
Rental model
Technical activation
Self-install & Billing
SWAP process
Hardware
Sales model
Vouchers/discounts
Depreciation tables
Type of devices
Different sales &
marketing departments
Different customer types
Complex IT landscape

7. WHY
(NOW)?

8. CHANGING CUSTOMER
EXPECTATIONS

9. DIGITAL FIRST

10. SHIFTING TO AN
OMNICHANNEL MODEL

11. HOW?

12. CUSTOMER FIRST
IDENTIFY YOUR
CUSTOMER PERSONAS

13. CUSTOMER FIRST
MAP CUSTOMER JOURNEYS

14. CUSTOMER FIRST
OPTIMIZE TOUCHPOINTS
MAP CUSTOMER JOURNEYS

15. CUSTOMER FIRST
ONE TELENET EXPERIENCE
OPTIMIZE TOUCHPOINTS
MAP CUSTOMER JOURNEYS

16. CUSTOMER FIRST
CROSS-FUNCIONAL
COLLABORATION
ONE TELENET EXPERIENCE
OPTIMIZE TOUCHPOINTS
MAP CUSTOMER JOURNEYS

17. CREATE THE HOME DELIVERY CHANNEL
Supply
Chain
Supply Chain
Planning
Stock visibility
across
channels
IT
End Customer
Portal
Performance
and Analytics
System
integration
Distribution
Direct
Distribution
Warehouse
Last Mile
Transportation
Commercial
Sales and
Marketing
Support
organization
Finance &
Invoicing

18. WHAT?

19. DEALING WITH COMPLEXITY

20. DEALING WITH COMPLEXITY

21. DEALING WITH COMPLEXITY
• Customer/product segmentation
• New/virtual touchpoints
• Boxes & branding

22. DEALING WITH COMPLEXITY
• Channel mix
• Reinforced capabilities
• Inform & support

23. DEALING WITH COMPLEXITY
• Integration in existing set-up
• Funnel communication flows
• ‘Customer first’ mindset

24. DEALING WITH COMPLEXITY
• Customer perception of partners
• Value-adding partnerships
• Real-time feedback & monitoring

25. DEALING WITH COMPLEXITY
• Internal ownership
• Align different projects
• Prioritization between channels during S&OP
process

26. WORTH IT?

27. FACTS & FIGURES
+65k deliveries
Best Web shop Award Belgium ‘18-’19
in category ‘Telecom providers’
98,8% of orders have a first
delivery attempt within 24h
100% of orders received before 18h,
processed and sent on the same day
NPS
56
89,5% of orders have a
successful first delivery attempt

28. NEXT STEPS
Home Delivery
agile team
Digital transformation
program

29. KEY TAKE-AWAYS
OPTIMIZE
CAPABILITIES
CUSTOMER
FIRST
CHANGE
ORGANIZATION-WIDE

30. WHY BLUECRUX
Implementation –
hands on & pragmatic
Change Management
Tailored Project Management
Customer and Distribution
Experience
Smile, persistent & fun

32. See you
at booth 16!
www.bluecrux.com
www.linkedin.com/company/bluecrux/