Eden Springs is a B2B player in the highly fragmented water and coffee industry. With the competitive nature of the market, Eden needed to innovate its business to deliver more customer value and sustain future growth.
We crowdsourced collective intelligence from consumers, company and employees to obtain a new understanding of Eden’s drivers and barriers of satisfaction across five markets. We uncovered insights about Eden’s perception in the market, which led to several recommendations along the lines of product and service.
We provided Eden with actionable 360 diagnostic on Eden services, customer delivery, call centres, internal systems and processes, online presence, invoicing, with recommendations across each element. This led to improvement and innovation of Eden’s product offering based on identified needs.