Replacing paper and phone calls with a self-service journey

The initial process

Before the solution, a booking generally involved:

• collecting information on paper;
• verification and re-entry by an employee;
• a call or exchange with the delivery service;
• separate follow-up of the request;
• little central visibility across stores.

Every transfer of information added time and a risk of error.

The new customer journey

We developed a simple interface installed on tablets available in the stores.

Customers could complete the journey on their own:

• enter the required information;
• indicate the details related to their delivery;
• review their request;
• confirm the booking.

The booking was then transmitted automatically to the existing delivery system. Teams no longer needed to copy each request or pass it on manually by phone.

Central management for teams

Alongside the customer journey, we created a back office that lets staff:

• view bookings;
• track their processing;
• retrieve information from a central place;
• supervise activity across stores;
• step in when a booking needed a correction.

The system was deployed across all IHPO stores in Brussels.

The impact

This automation made it possible to:

• remove a large share of manual encoding;
• reduce customer waiting time;
• send bookings directly into the existing system;
• give teams better central visibility;
• harmonize the journey across stores.

What this project demonstrates

IHPO shows how an internal process can become a self-service customer journey without replacing the entire existing infrastructure.

We created the missing layer between the store, the customer, and the delivery system, then deployed the same workflow across several points of sale.