Case study
B2C Business Diversification and Digital Customer Acquisition
- B2B → B2Cbusiness-model expansion
- Appconsumer service access
- Automationemail + SMS
Industry
Facility management | Home services | Consumer services
Market context
Established B2B services business expanding into a consumer-facing market.
The business challenge
An established facility-management business wanted to diversify from B2B services into B2C home cleaning and home-management services. The new proposition required a consumer-facing experience and digital infrastructure.
Strategic response
- Connected the diversification objective with the digital experience and customer-acquisition requirements of the new B2C proposition.
- Included a service-management platform and mobile application.
- Aligned online marketing and analytics with the consumer-facing service model.
- Incorporated email and SMS autoresponders and marketing automation into customer communications.
Business impact
The initiative connected the new B2C service proposition with a consumer-facing platform, mobile access, digital marketing and automated customer communications.
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