Digital Transformation Consulting

A chemical company faced a significant misalignment between their resource allocation and evolving customer priorities, particularly in service-related attributes such as reliable delivery and 24/7 technical support. Despite these attributes rising in importance, the company continued to prioritize renewable-based products and market intelligence, which were overestimated in importance. As a result, they experienced a widening gap between customer expectations and their offerings, risking missed growth opportunities and revenue potential.

In response, the company implemented a tailored digital transformation strategy focused on strengthening service capabilities at an enterprise level. They invested in scalable platforms, including transport management systems and online customer portals, to enhance delivery reliability and provide seamless, around-the-clock support. By leveraging AI-driven planning and scenario modeling, the company achieved higher delivery precision and operational transparency from production facilities to end customers. The deployment of generative AI for first-level technical support and AI-powered web portals significantly improved response times and customer engagement.

The results included measurable improvements in customer satisfaction, with increased loyalty and willingness to spend more. Specifically, the company observed a notable rise in customer willingness to pay premiums of 5% or more and an increase in the number of customers willing to buy at least 10% more, driven by meeting their needs in reliability, quality support, and service excellence. This targeted focus on the fundamentals and integration of digital technologies enabled the company to realign resources, capitalize on scale efficiencies, and deliver a differentiated customer experience in the highly competitive chemical industry.