Data-Driven Collection & Delivery: Redefining Customer Experience
Client
Sustainable Shared Transport Co., Ltd.
Sector
Transportation
Challenge
Management Agenda
In an increasingly competitive logistics market, fundamental improvements in collection and delivery efficiency, alongside enhanced customer satisfaction, were identified as critical priorities for achieving sustainable growth. Specifically, the organization needed to strategically leverage the vast amount of data dispersed across the company to establish a standardized, data-driven “Collection and Delivery Grand Design,” shifting away from field-led operations that relied heavily on individual expertise.
Design Insight
Improving collection and delivery efficiency through data utilization requires cross-functional collaboration and end-to-end business process optimization. However, data was fragmented across departments, making cross-organizational alignment challenging. To address this, we pursued a people-centric approach that extends beyond system development. By holistically integrating data, operations, and employee workstyles, we visualized optimal data flows and coordinated initiatives across the organization—unlocking new perspectives and deeper insights to accelerate digital transformation.
Approach
In response to complex, cross-departmental challenges, we clarified the strategic value of data utilization from a people-centric perspective and translated it into concrete solutions. By presenting complex data in an accessible and intuitive manner, we enabled cross-functional collaboration and strengthened company-wide alignment. This process revealed the gap between the ideal state of data utilization and the current organizational reality.
Building on these insights, we designed actionable plans to transform employee workstyles through data-driven collection and delivery while enhancing customer experience. Through a holistic approach integrating data, operations, and organizational practices, we supported the establishment of a foundation for mid-to-long-term digital development.
- Guiding principles for a mid-to-long-term digital strategy
- Plans balancing employee workstyle transformation and customer experience enhancement, articulated through a vision map and roadmap
- Data integration and end-to-end business process visualization to optimize business and data flows
- Shared concept frameworks to accelerate company-wide digital development
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Outcome
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Contact
