In this case study, explore how NOVA Chemicals partnered with SkillNet Solutions to elevate their customer experience through a phased, strategic digital transformation journey. Beginning with foundational enhancements and evolving toward advanced personalization and automation, NOVA redefined how they serve customers across touchpoints using their SAP Commerce Cloud–based portal.
Key Takeaways:
- Phased Approach: Learn how NOVA structured their transformation in “Crawl, Walk, Run” phases – building foundational capabilities before layering in advanced personalization and automation.
- Customer Journey Mapping: Discover how NOVA used journey mapping and customer feedback to guide improvements and prioritize initiatives.
- Operational Efficiency: See how automation, real-time data access, and document self-service reduced manual workloads and improved turnaround times.
- Role of Empowerment: Understand how giving customers tools like reordering, shipment tracking, and PO uploads enhanced satisfaction without replacing personal relationships.
- Organizational Alignment: Hear how NOVA secured executive support and cross-functional buy-in to ensure success at scale.
Watch the full video to see how a customer-centric strategy powered by SkillNet’s consulting expertise delivered measurable CX results.
Check out SkillNet’s SAP Commerce Cloud Capabilities.
Digital Commerce
Omnichannel and Stores
Digital Engineering
Technology Consulting
