Event Highlights | Engage Paris 2024 

# 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.



 

 Speakers 

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 ![Benoit Watrigant of Legrand, Headshot Yellow Background](/sites/default/files/styles/speaker/public/media/image/2024-08/Benoit-Watrigant-Headshot-Yellow-Background.png?h=fbf7a813&itok=S9i49CQc)

 

 

 

Benoit Watrigant

 

 Partnerships & Open Innovation 

 Legrand 

 



 

 

 

 Resources 

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 ![black monitor icon](/sites/default/files/styles/large/public/media/image/2023-11/ATV%20Website%20Icon.png?itok=tNST2s1h)

 

 

 

 [ The Acquia Engage Tour ](https://www.acquia.com/engage) 

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