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Improving Customer Experience & GDPR Compliance for Unilever
Case Study

Improving Customer Experience & GDPR Compliance for Unilever

Client

Unilever is a British-Dutch transnational consumer goods company co-headquartered in London, England, and Rotterdam, Netherlands. Its products include food, energy drink, ice cream and beverages, cleaning agents, beauty products, and personal care products. Unilever is the largest producer of soap in the world. Unilever is one of the oldest multinational companies; its products are available in around 190 countries.


Industry

Retail


Region

United Kingdom

Challenges

Unilever was keen to evaluate if the systems and processes implemented for servicing the GDPR rights of its consumers were effective & efficient. It also wanted to understand and improve the customer experience in this area by mapping the consumer journey and giving the consumers a more personalized experience.

Currently, Unilever's operations were run in a distributed manner across several Customer Experience Centers across multiple EU countries and they were unclear on how to achieve the objective of improving customer experience for Unilever's end consumers

Solution

Datamatics consultants engaged with Unilever and conceptualized a feasible approach using Consumer Journey Framework and leveraging Mystery Audit Methodology.

This approach addressed both objectives of measuring process effectiveness while simultaneously decoding the Customer Experience.

Datamatics not just advised on the approach, but also at the Unilever's request, executed the audit across 4 EU countries leveraging its network of local auditors.

Impacts

10% Reduction in Failure Rate

<10% Reduction

In failure rate by rectifying break points in process handoffs

Mitigated Risks

Mitigated Risks

By improving processes and operations

10-15% Reduction in Staff Efforts

10-15%

Reduction in staff efforts due to standardized and improved processes

Improvement in Customer Experience

Improvement

In customer experience, adding to the brand value

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