It was without a doubt an original event: Elision and Flexso invited eight guests to De Laet & Van Haver’s ‘Butcher’s Cave’ for a particularly interesting meeting, with customer experience as the central theme.
Luc De Laet and Peggy Van Haver are two innovative entrepreneurs. They started out with a traditional butchery in Hove. Today, they run a much more diverse business, including two stores, a wholesale business, a restaurant and even their own brand of gin. In a saturated and difficult market – just think of the scandals that troubled the meat industry over the years – Luc and Peggy prove it is possible to be successful despite those hurdles as long as a company focuses on innovation and customer experience.
The exclusive event at the Butcher’s Cave was set up by Elision and Flexso, two SAP partners. Elision, competence center of Xplore Group, specializes in commerce and marketing automation, close to the customer side of the business. Flexso’s field of expertise is located in the back-end, closer to a company’s own employees. In his presentation, strategic consultant Gunter Blanckaert dismissed the artificial distinction between B2B and B2C – and between colleague and customer. “In the end, we always work for people”, he said. “You can never deny the importance of the customer experience, regardless of who’s in the target audience – customer or colleague.”
The customer testimonials that followed proved Blanckaert’s point. Atlas Copco, manufacturer of compressors and a Flexso customer, explained how the company is taking action to offer its customers more self-service. The company manages a wide range of internal information that can be valuable to those customers, such as data about the availability of spare parts. Atlas Copco has plans to disclose that information through a customer portal. Shimano, manufacturer of bicycle spare parts and an Elision customer, already runs that type of application. However, the company is looking for a solution to offer better support to its dealer network.
Interestingly enough, Atlas Copco and Shimano told complementary stories. One company lacks the application the other already has for quite some time – and the other way around. It is what made the testimonials so well received by the event’s audience. Both presentations caused a lot of interaction. As a matter of fact, several of Elision’s and
Flexso’s customers made arrangements to visit each other’s company sites. We are already looking forward to the next event, where we will bring together customers who can learn something from each other’s experience.