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Bolstering Volvo Group’s data capabilities to provide customers with intelligent new offerings

Harnessing Data for Leaner and Greener Future of Mobility

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Volvo and frog put customers first

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Looking ahead, Volvo Group knew it had to find new ways to support its customers as they navigate the changing automotive and transportation landscape. Volvo Group set its sights on routing customer data into useful mobility solutions for their customers and serving them through a differentiated customer experience. Realizing the need for an intelligent products and services ecosystem, Volvo Group teamed up with frog, Capgemini and Microsoft to establish a world-leading data and analytics service.

Connecting Data and Customer

Challenge

The multinational team set out to uplift Volvo Group’s data and analytics capabilities to obtain actionable insights to help Volvo customers unlock added value out of their mobility solutions. Enabled by its new data platform and capabilities, Volvo Group was able to create a new business model that would shift their customer relationships from ad-hoc problem-solving support to long-term business optimization partnerships. With the advisory model, Volvo customers gain access to an evolving ecosystem intended to provide them with enhanced support and recommendations aimed at improving their operations and user experience.

From Manufacturer to Advisor

Solution

Transforming from ad-hoc problem-solving support to long-term partnership and connected solutions provides Volvo Group's customer with value and peace of mind in their business optimization journeys. The beneficial customer outcomes include: • Savings through efficiency improvements in daily operations, e.g., fleet management, logistics and e-truck charging optimization • Reduction of CO2 emissions • Improvements in driver satisfaction At the same time, it advances Volvo’s servitization goals, helping them stay ahead of the curve by bringing a complete service offering to the market.

Value. Ease. Peace of mind.

Outcomes

Project highlights

Creating a data-driven customer experience 

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As a result of the initial pilots, Volvo has seen a + 40 pts increase in data reports take rate—from 35% to 75%.

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A Better Customer Experience

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Build intelligent offerings, ecosystems and transformational solutions with frog.

Discover the New Connected World Offering

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Transforming Pet Care with AI

Decarbonizing Trucking with Hydrogen

Transforming the web experience for one of the modern wonders of the travel world

Arriving at Stress-free and Sustainable Rail Journeys

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Traveling to elevated UX

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The LeShuttle website needed to support customers by explaining the on-the-day experience, terminal process and trip preparation. Additionally, Eurotunnel’s rebrand to LeShuttle had to be brought to life on the site.

Bringing life to the tunnel

We identified user needs and key user journeys throughout the site, tested concepts and collaborated with stakeholders to redesign the booking and checkout flow. We also helped define a new visual and editorial language for the brand, optimized for digital.

Getting into the flow

Within a week of the website launch, LeShuttle saw an improvement in booking conversions and improved customer satisfaction (CSAT) scores. Customers, both new and returning, left positive feedback, referencing the simplicity of navigating the website and ease of booking. 

Positive transformations

Outcome

Going the distance

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The team defined an updated color palette and a web-friendly font to be used in a digital environments. We worked closely with LeShuttle’s brand partners, Landor, to explore and define the digital expression of the refreshed brand. 

Branding for digital

Our collaboration was extensive, including developing a new digital brand language and, designing key screens that enable rich immersive and editorial content to coexist with informational and action-oriented aspects. Our audit and reduction of existing content on LeShuttle, combined with a new site architecture that simplified the navigation, ensured that customers discovered content that was more personal, simple, timely and supportive. We rewrote the core website content and created a content strategy for future content. 

Navigating new pathways

LeShuttle wanted to provide inspirational content for travelling in Europe. Our research showed that travelers both wanted to feel excited about their trip but also feel inspired about future trips and the potential offered by taking your vehicle to Europe. We therefore included a focused inspiration section on the website. 

Inspired journeys

At the heart of our collaboration was redesigning the booking and checkout flow. While the previous checkout process prioritized the operational and logistical requirements of fitting different sized vehicles with various trailers, bike racks and other accessories on their trains, we took a customer-first approach. The outcome is a streamlined flow that guides people through the journey with clear explanations of the information needed and why.

Managing the process

It was crucial that the website was future-proofed so LeShuttle could make updates and maintain a consistent brand experience. We worked with front-end build partners, Crafted, to create a new design system and ensured modules we created would be flexible and reusable and to introduce templates. 

A future-proofed system

Finally, testing concepts out with both new and existing customers was key throughout the process to ensure our designs and journeys met their needs. This helped us to see what people were interested in, found useful and wanted from LeShuttle. 

Always testing

A deeper look at how we delivered elevated experiences for LeShuttle customers

Tunneling into the process

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Following our collaboration, LeShuttle has experienced boosted conversion rates, increased revenue and improved customer satisfaction.

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Stress-free and sustainable

Pioneering Mobility Solutions with Data Transformation

The most successful Outback launch in Subaru's history

Strengthening Customer Trust

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Subaru's emotional drive

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Subaru needed to reposition the Outback as a reliable choice amidst safety-related recalls and the uncertainties brought by the COVID-19 pandemic.

Rebuilding trust

The campaign focused on the deep emotional bond Subaru owners have with their cars, emphasizing the Outback's legacy of reliability and safety to inspire trust and nostalgia.

Showcasing legacy

By evoking optimism, pride, and adventure, Subaru successfully positioned the Outback as a comforting and joyful companion, using an integrated campaign across various media platforms to resonate widely.

Positive perception shift

Outback's new journey

10 influencers generating 249,218 impressions and a 3% engagement rate

	Global		EN
	France		FR
	China		CN

	Global		EN
	France		FR
	China		CN