Develop digital milestones in the jewelry industry: Create a personalized customer experience with a digital B2B platform.
Challenges & Opportunities
What is a product vision?
A unique customer experience
To develop a personalized B2B platform, not only the product vision was created, but also a prototype for validation and a gameplan for implementation.
Develop a product vision
The product vision was defined on the basis of Swarovski’s strategic objectives, stakeholder interests and target group needs. The result is the vision of a customer experience not yet available in the competition. The product vision is implemented in the form of a customer-centric B2B platform which is to be the basis for all customer activities. The focus of the first MVP is primarily transactional features.
Implementing design prototypes
Using various UX concepts, the core aspects of the product vision were visualized early on as a design prototype. This makes it possible not only to develop the product vision conceptually, but also to make it tangible. This has played a particularly important role in stakeholder management.
Define the gameplan
The gameplan defines the framework and processes that are critical to the development and implementation of the B2B platform. In this project step, the establishment of a Digital Tech Hub away from the headquarters was also announced, which was opened in May 2019. In addition, Etribes supported the recruiting of top tech profiles and was able to refer Dr. Florian Krause from the Etribes partner network. He is now Director E-Commerce and BI at Swarovski.
DURATION OF PROJECT
PROJECT TEAM MEMBERS
What are the contexts, experiences and opportunities of the project?
At this year’s Top 100 Dinner in Cologne, Roland Harste (CMO Swarovski), Stefan Tobel (Senior Partner Etribes) and Alexander Graf (Founder Kassenzone) will give exciting insights into the project structure and procedure of Swarovski’s digital B2B platform.
Setting new digital standards in the market
With the development of the tech-product vision, Etribes and Swarovski have laid the foundation for developing a B2B e-commerce platform which can become the global leader in the crystal industry. The first version focuses on transactional functionalities, while medium and long-term aspects such as customer inspiration and collaboration are expected to play an even more significant role. With a digital e-commerce platform, Swarovski lays the foundation for defending its market leadership and meeting future digital challenges.