Over the years, BeeSwedge has supported more than 15 clients from various sectors through about 30 missions, leveraging our diverse expertise and know-how.
Discover some of our key references below.
Transformation of the claims processing chain and digital journeys.
Sector :
Insurance
We were engaged in an ambitious Property and Casualty (P&C) transformation program focused on modernizing the Home Insurance (Multirisks Habitation) process, where the integration of employee and customer experience is paramount. The goal was to implement an omnichannel claims process that is both optimized and automated, utilizing artificial intelligence and innovative tools to support claims teams.
Role of BeeSwedge
We contributed at different levels:
1. Program Management
We provided overall management of the P&C insurance transformation program by implementing classic PMO (Project Management Office) services. Our responsibilities included:
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Trajectory Monitoring: Ensuring the program remained on track with set timelines, budgets, and goals.
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Risk Alerts: Proactively identifying and reporting risks and potential issues to enable swift responses.
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Management Indicators: Developing and tracking key performance indicators to measure progress and the effectiveness of the undertaken actions.
2. Project management
We executed innovative market solutions for claims estimation, including:
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AI and Data Science Algorithms: Leveraging AI and data science algorithms to automate document processing, detect fraud, and enhance decision-making processes.
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Employee and Customer Experience: Developing solutions aimed at improving operational efficiency and customer satisfaction by designing modernized, streamlined processes and pathways for faster, more controlled claims management.
3. Transformation management
We also led the transformation efforts with a focus on the human and organizational aspects:
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Impact Assessment: Analyzing the effects of the transformation on affected populations, especially claims managers. We evaluated the changes required for roles, skills, and processes.
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Change Management: Developing and implementing strategies to ensure the adoption of new practices and technologies, ensuring a smooth transition while minimizing resistance to change.
Payroll management process audit
Secteur :
Retail & Distribution
We supported the implementation of a decision-making HRIS project with the key objective of harmonizing HR and financial processes and tools to improve and ensure reliable payroll management across the group (headquarters in Paris + 12 entities spread over 10 European countries).
The audit mission specifically involved:
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Ensuring the reconciliation of execution data from budgetary and accounting flows
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Analyzing and harmonizing payroll management processes across all entities
BeeSwedge's Role:
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Conducting a series of bilateral interviews with all HR and accounting stakeholders from each European entity to map existing processes and understand specific accounting practices
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Identifying and quantifying all sources of discrepancies between accounting and budgetary flows, whether due to accounting practices, processes, or tools
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Adjusting the data to resolve discrepancies and formalizing a series of recommendations aimed at partially standardizing and industrializing the entry and control processes.
Customer Strategy and Experience Assistant
Secteur :
Retail & Distribution
Decathlon aims to transition from a retailer position to that of a unique and experiential brand by highlighting its ability to design products with sports enthusiasts, thereby enhancing customer advice and support. The objective is to define a three-year omnichannel vision and customer journey, shared by all teams, based on customer expectations and usage. The multiplicity of projects and channels (stores, website, apps, etc.) necessitates reinforcing the coherence and synergy of the customer experience.
This work will rely on an audit of the current state to identify pain points, strengths, and new expectations, facilitating a transformation towards greater personalization based on three criteria (personas, promoters/detractors, frequency of visits).
For example, differentiated journeys will be offered based on customer profiles and shopping habits, with tailored advice and offers. The ultimate goal is to define customized journeys and a revamped loyalty program that values long-term customer relationships.
This transformation aligns fully with Decathlon's mission of making sports accessible to as many people as possible. Becoming an experiential brand involves rethinking every touchpoint to provide memorable experiences consistent with the company's values of sharing, vitality, and responsibility.
The challenge also lies in supporting teams through this cultural and operational evolution by uniting them around a shared purpose and common indicators that serve the brand promise. The success of this transformation will be measured through key indicators such as NPS (Net Promoter Score), repurchase rate, average basket size, and customer engagement rate.
BeeSwedge's Role:
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Lead Decathlon's transformation into an experiential brand by establishing a three-year omnichannel vision with key business units (CX, Voice of the Customer, etc.).
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Audit the current state through ecosystem maps, journey maps, and touchpoint maps, then design the target experience during a creative bootcamp.
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Formalize the roadmap for customer journeys and the loyalty plan by defining common and ambitious KPIs.
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Unite stakeholders around a customer-centric culture (CX) to enhance operational excellence and embody the brand promise in daily interactions.