Schneider Electric increases company-wide adoption of digital analytics tools

The company

Schneider Electric is a global industrial technology leader, bringing world-leading expertise in electrification, automation, and digitization to smart industries, resilient infrastructure, future-proof data centers, intelligent buildings, and intuitive homes. Its purpose is to create impact by empowering all to make the most of our energy and resources, bridging progress and sustainability. 

The company’s world-leading sustainability track record extends beyond its software and services to the digital experiences it delivers. Key to Schneider Electric’s digital success is its websites, where customers and partners can access product catalogs, training materials, and automation platforms.

Key metrics

The challenge

With websites as comprehensive as Schneider Electric’s, complexity can quickly become a barrier to a seamless digital experience. Abhijeet Shegokar, Schneider Electric's Digital Analytics Leader, is the first to acknowledge this: his team found that many customers began their journey on their websites, but struggled to find product information.

The site’s complexity was triggering a ripple effect across the business:

1. Rising support tickets: confused site users were turning to customer service for help in locating products, clogging up support channels with easily avoidable inquiries

2. Blind spots in the journey: the digital team lacked the visibility to understand where users were getting stuck or why they were leaving

This highlighted an opportunity to improve cross-platform navigation and support conversions. Abhijeet and his team turned to Contentsquare’s Experience Intelligence platform to address the growing friction, surface behavioral insights, and fine-tune their digital journey.

Thanks to Contentsquare, we’ve been able to find valuable insights on our websites—be it our B2B, ecommerce, or Locked-in Experience website. Also, the relationship has been very important thanks to the customer success managers and the team at Contentsquare, who’ve been there for us every time we need them.

Abhijeet Shegokar

Digital Analytics Leader

The solution

Contentsquare helps to accelerate Schneider Electric’s robust strategy for unifying data and enhancing the customer experience. The platform fills a key gap in their digital analytics stack, offering behavioral insights that complement the quantitative data and experimentation tools within their existing tech stack.

This integrated setup gives Schneider Electric a 360-degree view of the user experience (UX), helping Abhijeet’s team pinpoint where users encounter frustration so they can turn those insights into smarter, more targeted decisions. 

Here’s how Contentsquare is helping Schneider Electric.

1. Removing frustration and improving the customer journey

When Abhijeet’s team set out to improve their website experience, they uncovered that many were coming to the website and then quickly dropping off. 

How did they find out? They used Contentsquare’s journey analysis, heatmaps, and session replay in tandem—with each step building on the last:

• Journey Analysis helped the team discover users were dropping off from certain pages after struggling with 3 crucial elements: the header, footer, and the mega menu.

• They then analyzed those pages using zoning analysis in Heatmaps, which mapped color-coded data onto a site’s layout, showing how users were interacting with each element in question.

• The team then turned to Session Replay to see firsthand where users clicked, scrolled, or moved their mouse. At this point, they realized many were copying product reference numbers, leaving, and then pasting the details and completing their purchases on distributor websites.

Insights from the team’s progressive analysis of user behavior informed the thoughtful redesign of the mega menu. By placing crucial information where users expected to find it, the team encouraged users to stay on-site and complete their journey.

Without Contentsquare, we wouldn’t have been able to pinpoint exactly where the issues were coming from. But with the platform, we were able to find the problem and then rectify it.

Abhijeet Shegokar

Digital Analytics Leader

2. Filling data gaps and driving efficiency with Data Connect

Contentsquare fits seamlessly into Schneider’s existing tech stack—a key advantage for Abhijeet’s team. 

Using Contentsquare’s Data Connect capability, they can automatically and retroactively export unaggregated behavioral data into their data warehouse, Google BigQuery. This means faster insights and the flexibility to analyze user interactions, identify high-friction areas, and build a data-informed plan to improve their customer experience. 

Before Data Connect, gathering data and processing it was complex, often requiring the tech team to develop custom solutions. Now, tech teams have a direct connection to raw data within Contentsquare. Arthur Dallemagne, Technical Project Manager, says this drives efficiency for the tech team, while helping product and marketing teams make data-driven decisions to improve their customer journeys. 

The capability also plays a key role in Schneider’s new Measurement Framework project, which aims to improve its NPS monitoring and provide a complete view of the user experience. 

Data Connect has allowed Schneider to move away from a purely qualitative approach (based only on customer feedback) to a hybrid approach—combining both qualitative and quantitative data, like Contentsquare’s frustration score, with their NSS. This enhances how they understand, measure, and report on the digital customer experience to leadership. 

Data Connect drives efficiency by requiring less custom development. Most importantly, it provides us with access to frustration data. By having a full view of what’s happening on our website, we can enrich our customer feedback data and better understand our customers.

Arthur Dallemagne

Technical Project Manager

The results

With Contentsquare’s speed to insights and integration with Schneider's robust tech stack, Abhijeet and his team have seen significant results:

• Optimized customer journey, reducing the number of support calls related to product information and improving Net Sentiment Score (NSS) 

• Unified data across tech, product, and marketing teams leading to more efficient, data-driven decision making

• Increase in adoption of digital analytics tools with a dedicated team of community managers sharing knowledge, use cases, and best practices.