SONAE - Scaling up change
The challenge
To bring an innovative approach that is scalable for the group’s 361 shops and 25,000 employees. SONAE MC wanted to transform its culture and customer relations, with the aim of increasing sales, improving employee and customer satisfaction.
How we did it
SONAE MC, after observing in situ the results obtained with our project in Vegalsa, decided to launch a project with 1,500 people and 9 shops involved, strategically selected for their different performance, location and specific characteristics.
The process was developed in several key phases: involving all participants through face-to-face and online sessions, defining and implementing actions to increase sales and customer experience in the shops, aligning central functions with shops and generating a higher level of self-management in the different sections and shops.
We developed initiatives by involving all 1,500 employees in the process and in a way that was very close to the reality of each shop. Change happened in a practical way: people took ownership of the process, making it sustainable.
The impact
The method was approved because it generated a significant increase in sales and customer and employee satisfaction in all project shops: average increases in customer satisfaction from 79% to 91%. All this in less than six months.
The success of the project has created the necessary conditions for its expansion to all the group’s shops, consolidating a competitive advantage based on collaboration and commitment at all levels of the organisation.
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In just six months, customer satisfaction in the pilot shops (300 employees) went from 68% to 83%. These metrics led to the project being scaled up to 28,000 employees.
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