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Crown

Engaging with global distribution operations to inform a service strategy

This work was carried out by Essential Design, part of PA Consulting

Crown, the industry leading materials handling organisation, wanted to better understand its customers so it could improve its services. We provided research expertise including global site visits, stakeholder interviews, and co-creation sessions to identify innovative opportunities for the business.

Key successes

  • Identified important dependencies between workflow, organisational strategy and software compliance
  • Highlighted opportunities for system design, onboarding of user groups, and change management methods 
  • Presented opportunities to enrich customer relationships 

A global leader in materials handling systems and logistics, Crown constantly seeks new ways to make distribution operations safer and more efficient. To better understand customer goals and next-generation opportunities for Crown, we provided research expertise including global site visits, stakeholder interviews, and co-creation sessions.

This research identified important dependencies between workflow, organisational strategy, and software compliance. And it pointed to opportunities for system design, onboarding of user groups, and change management methods to achieve better outcomes more quickly.

In a follow-up program, we helped Crown clearly understand fleet maintenance practices. Empirical evidence from sites produced a visualisation of current task flows and illustrated the magnitude of maintenance responsibilities and the financial implications of equipment downtime and service costs, as well as the opportunity cost of lost productivity. This consolidated view enabled Crown to focus its innovation agenda on the most meaningful variables.

Study outcomes also showed opportunities for Crown to enrich its customer relationships, through partnerships and turnkey services.

This client story was originally published on Essential’s website, our Boston-based innovation research, strategy and product design business.

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Crown: Engaging with global distribution operations to inform a service strategy

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Scott Stropkay

Essential Design product design and innovation expert

Richard Watson

Essential Design product design and innovation expert

Frazer Bennett

PA innovation expert

Jim Morgan

PA innovation expert
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