Fletcher Building

Objective
Fletcher Building is preparing for an integrated, customer-led transformation across its group of companies.

Approach
Fletcher Building engaged Symplicit to develop customer journey maps and personas to enable them to better understand each business units customer journey, key interactions, pain points, identify gaps, opportunities, market positioning and set the foundation for solutions which enhance their customer experience throughout the moments that matter.

Impact
The Symplicit team supported, educated and adapted to meet business stakeholders' current level of customer-led maturity to bring them on the journey as we rapidly developed a comprehensive understanding of the client’s various businesses and customer segments. Throughout our engagement stakeholders experienced light bulb moments of insight as they begin to utilise the customer journey maps and personas to develop future business cases and improvement projects.