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Bolstering Volvo Group’s data capabilities to provide customers with intelligent new offerings

Harnessing Data for Leaner and Greener Future of Mobility

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Volvo and frog put customers first

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Looking ahead, Volvo Group knew it had to find new ways to support its customers as they navigate the changing automotive and transportation landscape. Volvo Group set its sights on routing customer data into useful mobility solutions for their customers and serving them through a differentiated customer experience. Realizing the need for an intelligent products and services ecosystem, Volvo Group teamed up with frog, Capgemini and Microsoft to establish a world-leading data and analytics service.

Connecting Data and Customer

Challenge

The multinational team set out to uplift Volvo Group’s data and analytics capabilities to obtain actionable insights to help Volvo customers unlock added value out of their mobility solutions. Enabled by its new data platform and capabilities, Volvo Group was able to create a new business model that would shift their customer relationships from ad-hoc problem-solving support to long-term business optimization partnerships. With the advisory model, Volvo customers gain access to an evolving ecosystem intended to provide them with enhanced support and recommendations aimed at improving their operations and user experience.

From Manufacturer to Advisor

Solution

Transforming from ad-hoc problem-solving support to long-term partnership and connected solutions provides Volvo Group's customer with value and peace of mind in their business optimization journeys. The beneficial customer outcomes include: • Savings through efficiency improvements in daily operations, e.g., fleet management, logistics and e-truck charging optimization • Reduction of CO2 emissions • Improvements in driver satisfaction At the same time, it advances Volvo’s servitization goals, helping them stay ahead of the curve by bringing a complete service offering to the market.

Value. Ease. Peace of mind.

Outcomes

Project highlights

Creating a data-driven customer experience 

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As a result of the initial pilots, Volvo has seen a + 40 pts increase in data reports take rate—from 35% to 75%.

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A Better Customer Experience

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Build intelligent offerings, ecosystems and transformational solutions with frog.

Discover the New Connected World Offering

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Transforming Pet Care with AI

Decarbonizing Trucking with Hydrogen

Transforming the web experience for one of the modern wonders of the travel world

Arriving at Stress-free and Sustainable Rail Journeys

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Traveling to elevated UX

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The LeShuttle website needed to support customers by explaining the on-the-day experience, terminal process and trip preparation. Additionally, Eurotunnel’s rebrand to LeShuttle had to be brought to life on the site.

Bringing life to the tunnel

We identified user needs and key user journeys throughout the site, tested concepts and collaborated with stakeholders to redesign the booking and checkout flow. We also helped define a new visual and editorial language for the brand, optimized for digital.

Getting into the flow

Within a week of the website launch, LeShuttle saw an improvement in booking conversions and improved customer satisfaction (CSAT) scores. Customers, both new and returning, left positive feedback, referencing the simplicity of navigating the website and ease of booking. 

Positive transformations

Outcome

Going the distance

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The team defined an updated color palette and a web-friendly font to be used in a digital environments. We worked closely with LeShuttle’s brand partners, Landor, to explore and define the digital expression of the refreshed brand. 

Branding for digital

Our collaboration was extensive, including developing a new digital brand language and, designing key screens that enable rich immersive and editorial content to coexist with informational and action-oriented aspects. Our audit and reduction of existing content on LeShuttle, combined with a new site architecture that simplified the navigation, ensured that customers discovered content that was more personal, simple, timely and supportive. We rewrote the core website content and created a content strategy for future content. 

Navigating new pathways

LeShuttle wanted to provide inspirational content for travelling in Europe. Our research showed that travelers both wanted to feel excited about their trip but also feel inspired about future trips and the potential offered by taking your vehicle to Europe. We therefore included a focused inspiration section on the website. 

Inspired journeys

At the heart of our collaboration was redesigning the booking and checkout flow. While the previous checkout process prioritized the operational and logistical requirements of fitting different sized vehicles with various trailers, bike racks and other accessories on their trains, we took a customer-first approach. The outcome is a streamlined flow that guides people through the journey with clear explanations of the information needed and why.

Managing the process

It was crucial that the website was future-proofed so LeShuttle could make updates and maintain a consistent brand experience. We worked with front-end build partners, Crafted, to create a new design system and ensured modules we created would be flexible and reusable and to introduce templates. 

A future-proofed system

Finally, testing concepts out with both new and existing customers was key throughout the process to ensure our designs and journeys met their needs. This helped us to see what people were interested in, found useful and wanted from LeShuttle. 

Always testing

A deeper look at how we delivered elevated experiences for LeShuttle customers

Tunneling into the process

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Following our collaboration, LeShuttle has experienced boosted conversion rates, increased revenue and improved customer satisfaction.

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Stress-free and sustainable

Pioneering Mobility Solutions with Data Transformation

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Venturing on the open road with a hydrogen-fueled mobility platform 

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Sustainable transitions

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Seeking to radically reimagine road freight transport in the face of the climate crisis, Kouros devised a circular business model that that leverages key technology access to (1) produce hydrogen from biomass thermolysis with the opportunity to create a powerful carbon sink while contributing to the preservation of soil and biodiversity and (2) become industry leaders in assembling a real, first-of-its-kind hydrogen truck. They came to frog and the broader Capgemini to manifest this vision into reality as rapidly as possible—with high ambitions for market shares.

A game-changing method

Through hands-on, sleeves-up collaboration, Kouros, frog and Capgemini teams rapidly progressed Hyliko from concept to company. Crucially, a core group of strategists and designers functioned as an acceleration team, helping refine the new venture’s circular business model, investment case, go to market strategy and launch. More recently, teams from Capgemini Engineering have been contributing to the architecture of the first trucks.

Strategic incubator

The result of Kouros’ work with frog and Capgemini is a world-class heavy mobility platform that is uniquely positioned in the market. With its offering of “hydrogen & trucks as a service,” Hyliko integrates "super-green," carbon-negative hydrogen with truck leasing and maintenance, acting on a promise to completely decarbonize any fleet of trucks, while having a positive footprint on biodiversity. Within one year of its creation, Hyliko has signed its first contracts and will deliver its first trucks by the end of 2023. 

The future of trucking

High concept to high impact

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Hyliko is developing a hydrogen refueling network with the planned opening of up to 60 stations in Europe by 2030.

	Global		EN
	France		FR

	Global		EN
	France		FR