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Case Study Schwan's Home Delivery

Schwan’s Home Delivery Transforms Customer Experience with Help from Avtex

The Problem

As a pioneer in frozen food delivery for almost 70 years, Schwan’s Home Delivery is committed to delivering the highest level of quality frozen foods to its customers while aligning the organization around the common goals of excellence in routing and operations, and Customer and Employee Experience. Due to changing customer expectations and the ongoing evolution of the organization, Schwan’s Home Delivery faced challenges in meeting these goals.

Schwan's Home Delivery

The Solution

Avtex worked closely with the team at Schwan’s Home Delivery to develop a working knowledge of the current state of their Customer Experience and create an actionable plan for transformation. The CX consulting experts at Avtex helped the team at Schwan’s Home Delivery conduct several exercises to gather and review objective insight, including a current state assessment, journey mapping, persona development and more. Avtex also led Schwan's Home Delivery through a Design Thinking Workshop and future state enablement planning to help them develop a detailed plan for transforming their CX.

Avtex has helped us develop a north star to strive for while understanding our customers and front-line employees better than ever,” Lowe said. “We will continue to do everything we can to amaze our customers and support our employees.
Ellen Lowe, Director Consumer Insights & Analytics

Since working with Avtex, Schwan’s Home Delivery has become 100 percent customer first, and excitement for the future is high. The organization has plans to continue to drive transformation. With support from Avtex, Schwan’s Home Delivery will continue to explore new ways to leverage its technology ecosystem to further improve CX delivery and enable its future state experience.

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