Digital Performance Management
A global beverage manufacturer found itself with hundreds of mobile applications and thousands of websites across its global brands and regions.
The impact of these digital customer experiences were largely unknown as data was not being collected consistently across them.
This client needed a digital performance management program which would be owned by the Chief Digital Officer.
Search Discovery developed an enhanced set of minimum viable metrics (MVMs) to assess directional performance of the experiences.
We defined the requirements and coordinated updates to the enterprise data insights platform to make the MVMs available to the regional business owners.
We created and rolled out the operational plan globally that provides guidance for business owners for how to define and track performance of these experiences from initiation to sunset.
Within 3 months, we reduced operational cost and potential negative brand impact from under-performing, unmonitored customer experiences.
87% reduction in under-performing apps
60% of websites improved mobile site speed
17% average increase in mobile site speed