Next-Level Digital Collaboration: How Schneider Electric used Triple Fit to Become the Customer's Technology Partner
The Situation
Schneider Electric has had a Strategic Account relationship with this customer for over 25 years. The focus of was to boost business with the customer's North American operations, where senior relationships needed to be strengthened. The business potential in the region remained large, and the goal was to create value and capture market share. We needed to capitalize on good relations at many levels, up to the C-suite at their head office in Vevey, Switzerland, and replicate that global success, and transform its manufacturing operations, focusing on people retention, continuous improvement, and profitable growth. The primary goal was to establish a demonstrable, innovative, and digital presence.
The Challenge
The main challenge was that Schneider Electric, despite having a strong portfolio, wasn't creating enough differentiation compared to competitors who had a far healthier installed base. The key was moving beyond being a commodity supplier and bringing expertise and value to support the customer in maintaining a gap versus its competition. While there was foundational work done at the customer's head-office, solutions validated there were being perceived as forced upon the North American operations, which felt excluded from the development process. To succeed, a top-down approach was insufficient; it was important to win the hearts and minds of the technology users and demonstrate value on the factory floor.
The Solution
Schneider Electric applied the Triple Fit methodology to gain a deeper understanding of the customer's needs and improve our foothold. This surfaced the idea to position Schneider Electric as the technology partner of choice for the new Glendale factory and create a digital lighthouse factory. A joint meeting resulted in setting up working groups to follow specific workstreams: bringing digital collaboration to the next level , building the digital backbone for Glendale from the start, process optimisation for profitable growth, and connected worker for exceptional people. Each workstream had a sponsor, and every action had an owner from the customer for a joint roadmap.
The Benefits
The qualitative results show that the Triple Fit methodology significantly increased joint engagement and changed the perception of Schneider Electric to that of a trusted partner. The capability to meet the customer's North American team on a regular basis fostered open discussion and strategic engagement, resulting in clear action plans. The identification and access to key decision makers, including a first top-2-top meeting in North America, proved vital and impactful. New software business was secured, including solutions for advanced process control and predictive quality output. This new engagement extended the companies' positioning as a trusted global partners.