The client:

an FMCG multinational that is completely transforming its business, replacing cigarettes with smoke-free alternatives. The company invested over three billion USD in almost 10 years to develop a smoke-free device already chosen by 5 million users worldwide

The task:

develop a multilingual digital platform for non combustible products, scalable in every world country, able to segment customers – as in luxury industry – and giving them the best possible omnichannel customer experience, regardless of the touch point (store coach, call center, online store etc).

The execution:

we build a massive and scalable platform with an innovative and flexible cloud architecture, that brings together 700 professionals spread all over the world, with the common goal of delivering a digital transformation that is also a changing paradigm of how engage the customer and how distribute the product in an omnichannel way.

The value:

in the 2021 first quarter, the manufacturer posted net revenues of $7.5bn, up 6% on the same period a year ago, with smoke-free products accounting for 28% of total net revenue. Global shipment of heated tobacco units was up by 29.9% at 21.7bn units. In Europe, the tobacco manufacturer shipped 6.4bn units of cigarette alternatives, up from 4.6bn in the same period of 2019. According to the company, Germany and Italy are behind the good numbers, but Eastern Europe (up 29.1%), and East Asia and Australia (up 28.3%) also performed very well.