Since 2016, the share of industrial automation technology and digitization in our reorganization and transformation projects has increased constantly as key elements. Especially the project work with Brazilian startups then additionally sharpened the knowledge of digitalization and solidly opened the view for the B2C sector.

What was and is more and more our core assumption, our guiding principle? No consumer is or will be 100% online. And no consumer will be 100% offline anymore. We need to be where the customer explicitly wants to shop. We believe that the multi-channel market is the best focus for our customers' business model.

It is about making the hidden necessities and wishes of our client's users and customers visible with the models to be tested quickly. In short: Find inspiration - develop LowFi solution model - validate application with customers.

Business Development Coffee Shop Franchise - Part Three: Transformation of client relationship & migration to digital business models.

The original project focus when the project was placed at the beginning of 2020 was to develop a system to increase customer satisfaction and maintain it at a high level. During past years, our customer was in a crisis. Difficulties in the management of the company led to a loss of the profitability and customer satisfaction indices.

With the outbreak of the pandemic in Brazil in March 2020, the project focus expanded. In addition to the focus on customer satisfaction, the new situation was to be used to develop possible new business models using digital tools and fundamentally increase customer loyalty. The general idea could be summarized as follows: more agility through digital services.

Is it possible to design projects with open results?

That is not easy.

Especially not if the initial situation was an acute crisis in very recent times. The threatening dynamics made open- ended thinking almost impossible. So you can only move forward from success to success.

This time the project definition was more differentiated. It was not about acute crisis management, but rather about a strategy to consolidate the position, or better, a further expansion using the prevailing crisis scenarios in Brazil. It was clear, however, that no enthusiastic adventures should be undertaken and that any strategic assumption must be robustly backed by operational-tactical measures. The implementation of these tactical measures should then also define the next steps or be used to adapt the strategy.