Faced with intensifying competition and evolving customer demands, Sartorius aimed to redefine its business approach, transitioning from a sales-led to an experience-led model. Recognizing that achieving genuine success hinged on strategic design leadership, they partnered with us to provide an external perspective capable of revitalizing Sartorius' established methodologies.
VIP access to the next-level biopharma solutions
Adopting a human-centered design approach, we embarked on a meticulous exploration of their customer landscape. This involved conducting in-depth customer interviews and quantitative market surveys, uncovering comprehensive insights. Stakeholders actively engaged in analyzing these insights, fostering diverse perspectives in interpreting data, and effectively connecting insights with actionable strategies. This foundational effort laid the groundwork for the Sartorius Insider program, linking VIP members with cutting-edge biopharma solutions available on the market.
With the program implemented, a dedicated customer experience team was established within Sartorius to ensure ongoing success. This adept team is entrusted with identifying engagement opportunities and translating them into tangible offerings through innovative technologies and immersive experiences. They seamlessly connect customer touchpoints to facilitate meaningful interactions. Since the launch of Sartorius Insider, overall revenue and CX scores have surged with double-digit growth, a testament to the triumph of this transformative endeavor.
