The London Kitchen Company produces high-end bespoke kitchens for homes in areas such as Chelsea and Belgravia in London.
Prior to COVID-19 we worked with the company to create a standardised view of their business (from customer acquisition through to post installation checks). This enabled everyone in the team to better understand their roles and how they contributed to the overall success of the company.
Their business model had heavily relied on ‘face-to-face’ interactions with their clients. Creating the perfect kitchen involved speaking time at the customer’s home to analyse both the space and understanding their needs so they could create the precise kitchen and enhancement to their lifestyle.
COVID-19 and the lockdown meant this approach was no longer possible. Because of the nature of their clients, the owner was keen to move their business processes online while protecting the customer experience.
We extensively analysis the ‘face-t0-face’ customer journey to understand how we could help them transition the business online whilst ensuring the customer service levels remained high.
We then conducted research on both the company’s and client’s needs to ensure we could deliver an online solution that wouldn’t compromise customer service.
We worked ‘hand-in-hand’ with the company to identify the best systems for their business, rather than the client simply buying an ‘off-the-shelf’ IT solution which would then need changing to fit their needs. This resulted in our client being able to choose an IT solution which really met their needs and enabled them to keep their ‘promise of value’ to all of their clients.