WillBe Group built an original approach that aims at putting clients at the heart of all strategy, organization and company culture.

Putting the client at the center of the company and combining operational excellence with relational excellence

Putting the client at the center of the company is critical for all companies seeking value and differentiation.

More and more projects and tools have been developed to improve customer relationship management. However, a company’s ability to seduce new customers and make them loyal remains an arduous challenge.

The fundamental purpose of our interventions is to help companies achieve operational and relational excellence simultaneously, by making their customers the active contributors of their value creation.

Our approach consists in using complementary levers, depending on the needs and ambitions of our clients: strategy, marketing and communication, organization and process engineering, leadership and company culture…

Contexts of intervention

  • Differentiation strategy through a customer centric approach
  • Formulation and implementation of customer value proposition (customer paths, launch of new offers…)
  • Redesign of product-centric organization and customer-centric company
  • Managerial practices and repositery of customer-centric assets
  • Development of a customer-centric culture

What sets us apart

  • Our pragmatic approach: we aim at clear directions and consistent actions. We want to do away with multiple inconsistent and incoherent initiatives.
  • Our ability to develop a systemic approach: we formulate a distinctive customer vision, elaborate innovative offers, redesign customer paths, revise processes and operations, listen to clients, create barometers and processes to assess customer satisfaction more accurately, develop customer-centric cultures, enrich managerial practices…

Quelques exemples de missions

  • Putting the client at the core of the group’s strategy to ensure sustainable growth
    Putting the client at the core of the group’s strategy to ensure sustainable growth
    Putting the client at the core of the group’s strategy to ensure sustainable growth

    A major social protection corporation on a mature market wants a bigger market share with a value strategy. Its objective is to reposition itself on the market by combining operational and relational excellence. Its challenge is to transform the mutualist structure into a powerful instrument of differentiation that supports a customer-centric approach.

    WillBe Group’s teams are mobilised to engage a strategic program review that puts the customer at the core of the company’s strategy. We design and implement a company project that will inspire the Group’s mid-term strategic plan:

    To help define an ambitious strategic course

    To help adapt that course to each key moment in the customer journey

    To encourage the development of a strong customer-centric culture that mirrors both internal mobilisation and customer satisfaction so the company can grow and expand its operations

  • Defining and deploying a corporate Global Quality project
    Defining and deploying a corporate Global Quality project
    Defining and deploying a corporate Global Quality project

    A large banking group specialized in credit launches a company-wide global quality project that involves its employees, managers and directors.

    The project is part of the company’s strategic development plan. Its customer-centric approach is to be extended to all of the company’s support teams.

    It requires a 360-degree vision of the drivers of process performance. It gathers all the initiatives already launched: ISO 9001 certification, cost control, risk control, IT redesign…

    The WillBe Group team works hand in hand with the new leading team tasked with the project. Our team follows the leaders every step of the way until the project is scaled up to the whole organization.

    From the start, our team participates in designing the processes and launching all the different transformation projects:

    “Process” dashboard for the executive committee; Design of customer satisfaction and ‘moments of truth’ barometers;

    Implementation of process piloting (departments, IT, HR); ISO 9001 certification Training of directors, managers and employees;

    Improvement of sales and switchboard operations;

    Improvement of claims processing.

  • Supporting the creation of a Quality Direction unit
    Supporting the creation of a Quality Direction unit
    Supporting the creation of a Quality Direction unit

    In 2008, the head office of a first rate banking company decides to create a “Quality Direction” unit. Its main objective is to drive a customer-driven approach to improve the bank’s performance.

    The new Quality Direction unit asks WillBe Group to help them implement the most critical global performance projects: Our team helps spread the customers’ words at every level of the organization. It implements the right processes to collect relevant customer data (‘moments of truth’, barometers…)

  • Consolidating the organization around the customer and preparing for growth
    Consolidating the organization around the customer and preparing for growth
    Consolidating the organization around the customer and preparing for growth

    A mid-sized French bank specialized in corporate finance, private wealth management and the management of financial relations between France and the countries of Southern Europe and South America is considering a strategic break. Under the leadership of a new head office, it is expanding its business portfolio by acquiring highly specialized establishments. This development must be accompanied by a profound transformation of the bank.

    WillBe Group is asked to pilot one of the three pillars of that transformation, the organizational transformation. The overhaul of the Bank’s 300 business processes is done in a short time thanks to

    WillBe Group’s process repository and an adapted and participative approach that enables the effective contribution of operational teams.

    A new customer-oriented and innovative organization is thus defined. It refocuses commercial activities on their core business and highlights the need for a business support entity. A skilful division of “Middle Office” and “Back Office” activities allows this entity to be a cross-functional support for all commercial entities, taking into account the specificities of each for a high-value customer relationship.

    RESULT: WillBe Group ends up supporting change management at all levels of the company to make this new organization a success. It supports the bank’s new strategy.

  • Supporting the creation and the launch of innovative offers
    Supporting the creation and the launch of innovative offers
    Supporting the creation and the launch of innovative offers

    A major European media player wants to successfully launch new products and services to meet its strategic directions.

    The actors involved are fighting a ruthless battle over digital content and technological innovation.

    The WillBe Group team is in charge of leading projects with a strong marketing and technology component and is asked to steer the launch and industrialization phase of the project. Our deep knowledge of the context and experience of new technologies give us the legitimacy and credibility to ensure the success of the project.

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