The most recent initiative created with low-code is SUEZ’ e-commerce platform. Prior to that platform, according to Goujon, cost of waste management customer acquisition was too high. “We used to literally send people door to door to sell.”
“E-commerce itself is a fairly simple product,” Goujon says. “What’s behind it is what’s complex.” He indicates that off-the-shelf, CPQ (configure, price, quote) products aren’t designed to support map-based pricing, which is why SUEZ developed the pricing tool internally. “We are a logistics business, and the price and the cost can change for us, postcode by postcode.”
The pricing tool dramatically simplifies the process for customers to sign on for services. Now, they can enter a postcode, choose the frequency of waste pick up, size of container, materials (general waste, mixed recycling, glass recycling, food waste), and instantly get a quote for purchase. Goujon indicates that the customer portal has not only helped them entice existing customers to stay, but they’ve also acquired new customers because of the ease of use.
The short turnaround to create the pricing product was key. Low-code development allowed for that speedy turnaround. “We delivered a fully functional, highly integrated customer portal within three months,” Rogers says. “It was a fantastic example of quick delivery.”
The short turnaround to create the pricing product was key. Low-code development allowed for that speedy turnaround.
Also, in the first few months of the launch, SUEZ brought in a half million pounds of new revenue and are looking to double that figure in 2019. “That’s pure growth,” Goujon says. “We’ve also measured our cost of acquisition. Without giving the exact figure of how much it costs us to acquire a customer, I can say we’ve divided by five. So that’s a radical transformation of the process.”
Part of the value of the e-commerce portal, Rogers adds, is that they get quicker engagement with their customers and a more consistent experience for them. “It’s also been one of our most popular sales channels…by comparison to more traditional methods.”
SUEZ has also developed a subcontractor portal to manage their supply chain more productively. According to Goujon, SUEZ works with 200 different suppliers, and they spend more than 10 million pounds per year – some of which are very small transactions. “It’s a lot of admin work, it’s a lot of prices to collect, it’s a lot of transactions to exchange,” Goujon says. With the portal, SUEZ can now transact electronically with their subcontractors and can create small online auctions, allowing for a far more efficient procurement process.