Aligning strategic Business and IT initiatives to positively impact dealer and consumer experiences

Drawing on insurance and retail industry experience, BSG helped a leading global oil and gas provider to streamline its franchisee and retail customer experiences by aligning the strategic Business and IT initiatives of its South African business and ensure they are on track to meet their global revenue growth targets.

overview of the clients needs
  • Align IT strategy to Business needs
  • Optimise the downstream retail journey
  • Address Business’s pain points with regards to technology and technical services
  • Understand the key business capabilities required to achieve 5-year revenue and growth targets
  • Create an IT strategy aligned to the Global Retail and IT Strategic themes, strategy must define and prioritise practical actions to address Business pain points as well as franchisee and end-customer needs
  • Understand the needs of franchisees (fuel station owners) and end-customers (fuel station users) and design a seamless retail experience
  • Create a roadmap for practical implementation of strategic initiatives
  • Enable achievement of 5-year revenue and growth targets by defining business functions and capabilities required for success
  • A customer-centric business, able to meet dynamic market needs through a coordinated digital and human approach to service delivery
  • Clear alignment between Business and IT on what is required to meet the medium-term regional business objectives
  • Actionable, priority initiatives, supporting achievement of 5-year revenue and growth targets

Using analysis, BSG investigated selected customer, filling station dealer and business needs, resulting in translation, alignment and initiative prioritisation

Do you want to align your IT and Business strategies to streamline your CX?

Let our customer and strategy specialist consultants help you align your Business and IT strategies, creating a more seamless customer experience at all points of the customer journey.

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