Mark Trevorrow, Chief Information and Digital Officer of Highbourne Group, City Plumbing, discusses how the plumbing and heating merchant is harnessing the power of technology to transform customer experience, service and advice.
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The construction industry was ripe for disruption, with limited differentiation in the speed and quality of customer support. Highbourne is changing all that by seeking to create a digital-first enterprise. From easy-to-manage trade apps and online accounts, to innovative fault and spares finders, boosting digital engagement has allowed them to interact more closely with customers and generate the data needed to gain an intuitive understanding of their individual needs and preferences.
Unlocking the value of customer data is critically important, and it’s central to Highbourne’s success, according to Gaurav Choudhary, Technology and Digital Value Creation Partner at PwC UK: “To build a customer-centric experience, businesses must leverage customer insights and data to shape their products, services and buying journey.” Highbourne’s digital-first approach enables customers to choose what they want, when they want it and how it should be delivered, while strengthening their long-term partnership with the group’s portfolio of brands.
Just as striking is the pragmatic and cost-efficient way that Highbourne has moved forward on digital transformation, which is clearly high on the agenda of most CIOs/CTOs. Many might assume that the development of its advanced digital capabilities would have required a wholesale overhaul of systems and talent. Far from it. Through pinpointing investment where it can deliver maximum value, Highbourne’s digital push has taken giant strides. “By adopting an agile approach to systems and service innovation, harnessing existing resources and fostering a digital mindset across your business, targeted investments can maximise value in relatively little time and at relatively little cost.” says Grainne Marry, Cloud & Digital Value Creation Partner at PwC UK.
A key part of achieving a successful transformation is taking the workforce on the same journey. From data-driven decision-making to the move to partnership delivery models, digital transformation can be as much a cultural as technological leap. According to Andrew Broad, Value Creation Partner at PwC UK, “To maximise the value of investments in technology, leaders need to create cultural change and empower employees across the entire business to explore how it could improve their productivity and efficiency.”
If you would like to know more about how to create and deliver the full value for your business and technology investments, please get in touch.
Partner, Technology and Digital Value Creation, PwC United Kingdom
Tel: +44 (0)7730 146575
Partner, Value Creation and Technology in Deals, PwC United Kingdom
Tel: +44 (0)7775 811365