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Michelin

Year:
2020-2022
Category:
IXO Digital
Client:
Michelin

OPEN: Reinventing the End-to-End Customer & Employee Experience

Michelin launched the OPEN transformation program to deliver a customer experience matching the quality of its products, while making the company easier to do business with and easier to work for.

The program redesigned the entire Order-to-Cash journey, connecting Sales, Marketing, Finance, Supply Chain, Logistics, and Customer Operations. Its ambition was to simplify every customer interaction, from onboarding and ordering to delivery, payment, account management, and issue resolution.

At the heart of the transformation was a unified CRM ecosystem, providing a 360° customer view, real-time inventory visibility, and omnichannel order management. Michelin also modernized its technology landscape through cloud platforms, including Salesforce and Oracle Order Management Cloud.

The program was structured around 12 major building blocks delivered over five years, bringing together business owners, product managers, architects, change management specialists, and technology teams within an integrated delivery model supported by multiple agile squads.

The approach focused on speed, simplicity, standardization, and measurable value creation. Key priorities included increasing zero-touch orders, improving fill rates, reducing invoice disputes, and simplifying employee interactions. Change management and user adoption were embedded throughout the transformation.

OPEN was more than an IT modernization program. It was a business-led transformation designed to simplify core operations, enhance customer and employee experiences, and establish a foundation for Michelin’s future digital services and profitable growth.

Value delivered together

The OPEN transformation program focused on three dimensions of measurable value creation, combining employee engagement, operational performance, and delivery excellence.

1. People Value — Employee Satisfaction & Adoption

  • Employee satisfaction and adoption index above 80%.
  • Simplified employee interactions through streamlined processes and digital tools.
  • Change management and user adoption embedded throughout the transformation journey.

2. Business Value — Operational Excellence & Customer Experience

  • Achievement of agreed business and operational KPIs, including fill rates, invoice dispute rates, and zero-touch order rates.
  • Improved customer and employee journeys, measured through key experience indicators such as the number of clicks and fields required to complete tasks.
  • Greater operational efficiency through process simplification, standardization, and automation.

3. Delivery Value — Execution Excellence & Certainty

  • On-time and on-budget go-lives, supported by integrated program governance.
  • Accelerated deployment through agile delivery and coordinated business and technology teams.
  • Application portfolio simplification through the decommissioning of legacy systems.
  • Delivery certainty through clear accountability, performance monitoring, and disciplined execution.