Oda
Oda operates the most efficient retail logistics solution in the world to deliver groceries. Founded in Norway, with expansions to Germany, Finland and ultimately a merger with a competitor in Sweden (Mathem).
Highlights
- M & A
- B2B
- B2C
- 1pp
- improvement in GM in 4 months
- <6 weeks
- CS tooling migration (twice)
- 12 weeks
- to MVP B2B eProcurement product
Projects
B2B eProcurement
As part of the merger with Mathem, and planned migration to Oda’s platform 12 weeks after the announcement, C3 technology identified a significant gap in B2B eProcurement functionality (responsible for >40% revenue) which posed a huge risk to the migration plans.
- Architect MVP
- Own Roadmap and delivery
- Several large contracts Rescued & Won as a direct result of functionality built
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Customer Service
As part of a drive to improve efficiency and CSAT new contact management tooling and self service functionality was needed by the Oslo and Stockholm (plus off shore outsource) based Customer Service teams.
- Rollout new Customer Service tooling for handling Calls, Emails, Chat and social channels without impacting customer experience
- Build Self Service functionality into app & web shops for customers to report issues and auto approve refunds (based on previous behaviours to minimise fraud)
- Integrate tooling with key customer data and utilise AI to prioritise conversations effectively
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Growth
After a re-org a large team was left with a huge backlog but wasn’t operating cohesively to deliver impactful results. Working with the product management team, C3 structured the team, prioritised work and set the team up for success.
- AI powered product recommendations and meal building based on ingredients
- Experimentation culture to deliver 1 percentage point increase in Gross Margin within 4 months
- Restructure teams and clearly communicate goals and projects across the business
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"Having had the pleasure of working with Phil (founder of C3) as an engineering director in Oda, I can warmly recommend him to other companies and future employers. Phil combines broad strengths in a wide range of technical and engineering leadership topics, with deep domain knowledge in the growth/marketing space, including marketing tech, analytics, experimentation and product aspects. On top of all of this, Phil is genuinely friendly, fun and engaged in both his work and the people around him."
Technology stack included:
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