Multisite for a Better CX: The Challenge of Technical Standardization and Local Content Management

Legrand Digital Transformation: Strategic Overview

Benoit Watrigant outlines Legrand's core strategy for improving customer experience through a centralized digital evolution. This approach addresses the "Digital Experience Gap" by balancing global technical standards with local market needs.

The ‘Webfactory Project’

The cornerstone of Legrand's growth is the Webfactory Project, designed to provide customers with effortless online access to services and product information.

• Infrastructure: Built on a group platform prioritizing security and efficiency.
• Delivery Model: Employs a multi-site model using a single codebase.
• Scalability: Creates a repeatable process that allows for rapid global deployment.

The Digital Experience Roadmap

The transformation follows a three-stage progression supported by technologies such as PIM (Product Information Management), DAM (Digital Asset Management), and CRM (Customer Relationship Management).

1. Secure Global Integration: Securing the foundation of the group’s digital presence.
2. Seamless Omnichannel Experience: Ensuring a fluid customer journey across all digital touchpoints.
3. Data-Driven Sales Transformation: Using analytics and insights to evolve the commercial model.

Performance and Innovation

Legrand’s dedication to innovation in electrical and digital infrastructures is reflected in their 2023 performance metrics and future-focused segments.

• Customer Satisfaction: Reported a CSAT score of 78% in 2023.
• Market Expansion: Strategic focus on "Faster Expanding Segments" like Energy Efficiency and Connected Solutions.
• Strategic Partnerships: Exploration of collaborations with platforms like Acquia to further enhance multisite management.

Strategic Mission

The ultimate goal of this strategy is to enhance daily life by providing a unified digital experience. Legrand balances technical standardization with the careful management of local content, ensuring that while the platform is global, the customer experience remains relevant to specific international markets.