Saint Gobain — A new global tool for order management
Designing Weasy, a new order management tool used by the Saint-Gobain sales teams for glass products in 17 countries.
17 European countries
5 IT teams using 3 different technical frameworks
32 interviews with end users
15 interviews with other internal stakeholders
10 fieldwork trips in 4 countries
The Weasy project is part of a larger initiative to improve the supply chain processes for Building Glass Europe (BGE), Saint-Gobain’s entity for the production and sale of bespoke glass solutions for buildings.
After an initial phase of field research to uncover the work processes of the BGE teams throughout Europe, attoma built a customised tool for the sales teams. The tool was then deployed in the 17 countries where BGE operates.
The main objective was to replace the multitude of paper and digital tools by a single tool that would ease decision-making processes and be less time-consuming for sales agents and facilitate collaboration between the teams located in different countries.
The project was as much about designing the platform as ensuring the adoption of it by its users. Given the diversity of cultures, work processes, and IT systems in the different teams, the challenge was to align the stakeholders and to standardise the tools.
We chose to work with a service design approach, defining industrial processes as tools as services. We defined the B2B sales processes as experiences, allowing us to investigate the underlying needs through user experience research.
The phase of user research allowed us to understand the needs and frustrations of the BGE sales teams by speaking with them, observing their gestures and movements in their workspace, and analysing the workarounds they developed to compensate for their under-performing tools. Based on these insights, we mapped the user journeys shared by the sales teams across countries.
After the redesign, the sales teams observed a significant amount of time saved in their day-to-day, thanks to a simplified order management process centralised in one single tool. The better performing CRM platform meanwhile accelerates processing times of client requests.
Through the standardisation of internal processes, communication between teams has improved, making it easier to make broad-scale decisions. The training to use the tools is simpler and therefore faster.
The tracking of orders can now be carried out seamlessly from start to finish. Further, the quality of Saint-Gobain BGE’s services is improved overall.