As part of our mission to be the world’s most digitally advanced Testing, Inspection and Certification (TIC) company, we have committed to digitalizing 30% of our customer journeys by 2023. We recently launched a state-of-the-art Digital Hub based on the most modern organizational and set-up approaches to make that happen.
The Digital Hub enhances the interactions between SGS and our customers across the entire journey – from discovering our services to the delivery of test or inspection results.
The Digital Hub consists of several squads – hybrid multidisciplinary teams, whose members come from across the whole organization, including IT, business and digital innovation. Each squad identifies one customer journey and collaborates with customers to determine friction points. The squad then delivers digital tools to reduce those frictions, improve the experience and generate significant value for our clients. Once all friction points have been addressed, the squad moves onto a different customer journey.
Drawing on Extensive Multidisciplinary Expertise
Within the squads, business experts and service designers involve relevant business stakeholders internally and externally, such as customers and service users, to provide essential business insights. Data scientists gather and make sense of the various data points. Digital innovation experts analyze those inputs, imagine how to improve the design of the service and validate their findings with the business stakeholders. Finally, our squads use extensive Digital and IT expertise to enhance existing systems and tools, and develop new systems and processes.
Placing Our Customer at the Heart of the Design
Guillaume Pahud, Global Head of SGS Digital Hub, said: “Our Digital Hub is working on digitalizing customer journeys at scale, together with our customers, to improve their satisfaction, secure existing relationships and gain new contracts. A digital customer journey is also more flexible and provides more relevant data to enable us to evolve our services faster.
“Our autonomous and multidisciplinary Digital Hub squads include designers, user experience specialists, developers, data specialists and business experts – all working together with our customers to transform the SGS customer journey.”