P&C Global Practices: AI, Data, & Cognitive Sciences, Digital Transformation, Strategy & Innovation
A Strategic Evolution Begins with Digital Excellence
To stay ahead in a rapidly evolving market where rising expectations, digital sophistication, and operational excellence converge, a premier European appliance manufacturer made a strategic decision to lead by reimagining how technology, design, and customer experience could define the next chapter of luxury living. The company partnered with P&C Global to accelerate its vision for the future: a fully connected, customer-centric business powered by intelligent products, digital services, and enterprise agility.
This was not a reactive transformation, but a proactive reinvention—one that aligned with the client’s long-standing values of quality, precision, and innovation. Together, the two organizations architected a multi-track program that modernized core infrastructure, advanced product development, and brought to life new digital experiences across the brand’s global portfolio.
The transformation integrated product engineering, software development, analytics, and change management into a seamless delivery model. P&C Global’s experts worked shoulder-to-shoulder with the client to introduce award-winning innovations, strengthen market position, enhance operational resilience, and deepen customer loyalty. By embedding digital intelligence into every layer of the business, the company fortified its leadership in the premium appliance space and set a strong foundation for continued growth in a connected, experience-driven world.
Reimagining Premium in a Smart, Connected Era
For over a century, the brand has exemplified Swiss engineering excellence—delivering products that fuse design sophistication with mechanical precision. As home living evolved, a new opportunity emerged: smart technologies were rapidly reshaping what premium consumers expected from their appliances. A growing segment of tech-forward, ultra-high-net-worth (UHNW) individuals—central to the client’s customer base—began demanding intelligent, seamlessly connected products that matched the personalization, convenience, and control they experienced in their mobile ecosystems. Meanwhile, global competitors were racing to meet this demand, introducing IoT-enabled features, automation, and companion apps that redefined the competitive bar in the premium segment. The client recognized that to maintain leadership, it needed to extend its luxury identity into the digital realm—without compromising the values that made it iconic.
The client’s leadership saw this as a pivotal moment: not a disruption, but a strategic inflection point. It was a chance to enhance their proud heritage with new digital dimensions, reimagining product experiences, modernizing infrastructure, and setting a new benchmark for premium in the smart-home era. The ambition was clear: to lead, not follow, and to deliver elevated experiences that blended timeless craftsmanship with future-ready technology.
To lead its transformation, the client selected P&C Global—trusted for our rare combination of luxury consumer insight, digital innovation, and executional depth. They recognized our unmatched understanding of ultra-high-net-worth buyers, leveraging our Consumer Insights team to inform tailored experiences like mobile concierge services and guided cooking apps. Moreover, our firm brought a proven record in premium consumer durables, with expertise spanning smart appliance innovation, IoT integration, and embedded software. Equally vital was P&C Global’s end-to-end delivery model. Veteran ERP architects could modernize the client’s IT backbone with minimal disruption, while supply chain experts could future-proof operations against global volatility. But what sealed the partnership was cultural alignment. We would embed consultants on-site, collaborating directly with R&D and IT to build internal capability and lasting momentum.
The client sought more than strategy—it needed transformation that honored its heritage while redefining its future. P&C Global delivered both.
Strategic Architecture: Orchestrating a Multi-Track Transformation
Delivering a transformation of this scale without compromising brand integrity or executional precision required a deliberately architected strategy. Together, the client and P&C Global designed a multi-track transformation program, structured around three focus areas: product innovation, digital ecosystem development, and enterprise IT modernization.
Rather than approaching these priorities sequentially, the program was executed in parallel, recognizing that breakthrough consumer experiences could only be delivered if every layer of the business evolved in tandem. The complexity was formidable: integrating IoT and AI meant embedding sensors, firmware, and cloud services into products without disrupting the brand’s exacting standards; developing a smart home platform required robust backend infrastructure and a premium-grade user experience; and modernizing the enterprise core demanded a reengineering of business processes and data flows across the organization.
This integrated architecture enabled P&C Global to activate its full transformation framework. Specialized teams spanning product development, digital strategy, engineering, UX, supply chain, and enterprise technology were deployed in concert, each contributing domain-specific expertise while aligning to a shared strategic vision. Cross-functional collaboration was embedded from the outset, ensuring that design, delivery, and operations moved in lockstep.
Accelerating Smart Product Innovation
As part of the broader transformation strategy, one workstream focused on redefining product innovation through a precision-engineered, insight-led lens.
Two-in-One Laundry Innovation
Within the product innovation track, P&C Global and the client identified a high-impact opportunity in the laundry category: the need for a premium solution that could address the long-standing consumer challenge of drying delicate or hanging garments effectively, without relying on separate appliances or compromising textile care. This innovation offered the brand a unique selling proposition in a crowded laundry market: at the time of launch, no mainstream competitor offered a dryer that could both tumble-dry and ambient-dry garments using a single machine.
This advanced system was designed to operate in two distinct modes: as a high-efficiency tumble dryer or as an ambient room dehumidifier. With a single mode switch, users could gently dry garments such as wool or silk directly on a line, accelerating the process without applying mechanical stress or heat.
P&C Global’s product development and innovation experts collaborated with the client’s R&D function to guide the feature from conceptual design to testing. The solution embodied the transformation’s ethos: intuitive, elegant, and differentiated design, rooted in real-world utility and aligned with the expectations of ultra-premium consumers.
Dishwashing Innovations
P&C Global partnered with the client to reimagine one of the most established categories in the home: dish care. The objective was to elevate both functional performance and user experience through meaningful innovation, integrating intuitive mechanics, smart automation, and premium aesthetics into a single flagship appliance.
The result was the development of a next-generation dishwasher platform featuring two standout advancements: a new ergonomic lift system and an AI-enhanced sensing architecture. At the heart of the design was the lift mechanism, a refined engineering solution that allowed the lower rack to glide effortlessly upward to waist level, dramatically reducing back strain when loading or unloading heavy dishes. Quiet, smooth, and seamlessly integrated into the appliance’s overall aesthetic, the mechanism exemplified user-first thinking without sacrificing design sophistication.
P&C Global’s teams collaborated on the integration of embedded intelligence. The appliance’s architecture supported advanced sensor arrays and prototype visual recognition algorithms, allowing the system to identify load patterns or glass types and automatically optimize washing cycles. This cutting-edge feature, one of the earliest of its kind in dish care, was aimed at leapfrogging competitors by adding true smart automation to the cleaning process. The intent was not merely to catch up with competitors offering connectivity, but to set a new benchmark for what intuitive performance in luxury dish care should look like.
These dual advancements were designed to position the product as a category standout, addressing two enduring consumer pain points: physical strain and cycle inefficiency, while introducing elevated convenience in a form factor aligned with ultra-premium expectations. And critically, it reflected the client’s evolving product philosophy: elegant design for UHNW customers powered by intelligence and grounded in real consumer behavior.
Laying the Groundwork for Lifecycle Value
Running in parallel with the hardware innovations was a digital platform transformation that fundamentally redefined how the client engaged with its customers post-purchase. Guided by P&C Global’s digital consulting experts, the client launched a cohesive smart home ecosystem anchored by a new mobile app and embedded Wi-Fi connectivity across its premium appliance portfolio.
For a company long rooted in mechanical excellence, this move represented a strategic leap into the Internet of Things (IoT). The goal was not merely to digitize appliances, but to elevate them into intelligent service platforms, blending remote control, real-time notifications, and novel capabilities such as streamlined cooking experiences that align with the expectations of modern, tech-forward, ultra-high-net-worth consumers.
The resulting mobile application allowed users to monitor and control appliances from anywhere—start a wash cycle, preheat an oven, or receive real-time notifications on cycle completion. But the experience went further. One signature feature transformed the client’s steam ovens into digital sous-chefs: customers could select a gourmet recipe in the app and have cooking steps and optimal settings sent directly to the appliance, creating a concierge-like experience at home.
To meet the needs of affluent clientele in key global markets, P&C Global advised the development of region-specific service models, including a WeChat-based digital concierge in Asia. This localized strategy positioned the brand as one of the few Western luxury manufacturers offering high-touch, culturally attuned digital services—a clear differentiator in competitive international segments.
Behind the consumer-facing interface was a robust, scalable backend infrastructure engineered for long-term evolution. With user permission, appliances could now transmit real-time diagnostic data—supporting predictive maintenance, remote troubleshooting, and performance optimization. This laid the foundation for an ambitious objective: achieving over 90% remote service coverage, where most technical issues could be identified, addressed, and often resolved without dispatching a technician—reducing downtime, lowering service costs, and delivering a more seamless ownership experience.
P&C Global’s Digital Transformation experts played a central role in shaping the vision and execution of this platform, from architectural design to user experience, security protocols and global rollout strategy. By fusing luxury consumer experience, IoT technology, and app development, the firm helped the client transition confidently into the connected era without compromising the high standards that define its brand.
Powering Continuous Innovation from the Core
While customer-facing innovation would garner public attention, the long-term sustainability of the transformation hinged upon a less visible, but no less critical initiative: enterprise infrastructure. Recognizing that meaningful innovation requires a unified and responsive operational backbone, the client partnered with P&C Global to replace its legacy systems with a modern, integrated SAP ERP platform.
The implementation was sweeping in scope. Nearly every function—from finance and procurement to manufacturing and logistics—would be unified under a single intelligent system. The objective was to create a cohesive digital infrastructure capable of supporting new products, services, and customer experiences. More than a back-office upgrade, the SAP implementation represented a strategic redesign of how the organization operated, collaborated, and scaled innovation across functions.
P&C Global led the complete reengineering of core business processes to align infrastructure with long-term enterprise strategy. The firm expertly managed complex data migration and executed customized training programs across departments, ensuring that new capabilities were embraced and embedded organization-wide.
To future-proof the business and enhance enterprise efficiency, P&C Global also introduced a selective outsourcing model for non-core IT activities—guided by proprietary benchmarks and best practices from top-performing global enterprises. This approach enabled the client to concentrate internal resources on innovation and value creation, while preserving cost discipline and delivery agility.
Executed with precision, the ERP launch was choreographed to minimize disruption. P&C Global embedded transformation teams on-site to ensure continuity, fine-tune system performance, and address transition challenges in real time.
Outcomes: Sustaining Leadership Through Intelligent Growth
Laundry Innovation: First-to-Market Fabric Care Differentiation
The launch of a world’s first dual-mode drying system, designed to offer both tumble and ambient drying in a single premium appliance, drove immediate market impact. Customers praised the feature for its elegant solution to a common challenge: how to dry delicate garments without heat damage or shrinkage. The innovation resonated with quality-conscious and eco-conscious consumers, who appreciated its gentle fabric care and energy efficiency.
Industry recognition soon followed. The product earned the prestigious Plus X Award for Product Innovation, signaling industry recognition of its pioneering design. The new product not only differentiated the brand’s laundry lineup from high-end rivals but also reinforced the brand’s position as an innovation leader.
Dish Care Innovation: Smart Ergonomics Meets Embedded Intelligence
In the kitchen domain, the new dish care innovation was met with critical acclaim. It was honored as a Best Product of the Year by the Plus X awards, as it “clearly stands out from its competitors,” combining modern aesthetics with total convenience. In awarding this prize, the expert jury gave the brand seals of approval across six categories: High Quality, Design, Ease of Use, Functionality, Ergonomics, and Ecology. Industry observers highlighted features such as the new lift mechanism as elegantly solving user needs, and lauded brand’s design philosophy of optimally blending form and function.
The product was also praised for “racing ahead of the rest” with record-low energy and water consumption and record-fast programs such as an ultra-quick wash cycle. Program innovations for spotless glassware and the new heat-pump drying technology became arguably the most advanced in their class for both efficiency and performance. Commercially, this translated into robust sales and customer preference in core markets. Despite a crowded premium segment, the brand held and even grew its market share in Switzerland, fending off heavyweight rivals with its enhanced value proposition. The P&C Global teams behind product innovation and AI integration received internal kudos for their role in this success, helping the brand define and secure a new benchmark in luxury dish care.
Digital Platform: From Manufacturer to Connected Lifestyle Brand
The digital platform transformation fundamentally redefined the client’s post-purchase engagement model, positioning the brand not just as a manufacturer of premium appliances, but as a connected lifestyle partner. While competitors were investing in IoT capabilities, P&C Global helped the client differentiate with a richer and more curated experience, integrating features such as exclusive gourmet recipes, concierge-style chat support, and an intuitive program optimization wizard—all through a streamlined mobile app.
Customer response was swift and positive. Users praised the platform’s simplicity, real-time responsiveness, and convenience-enhancing functions like remote appliance control and status alerts. This strong user adoption helped validate the brand’s digital leap forward. Behind the scenes, the app’s diagnostic capabilities unlocked measurable improvements in service operations. With user consent, connected appliances began transmitting performance data, enabling predictive maintenance and faster resolution through remote support. Early results showed a substantial improvement in service productivity thanks to the new toolsets.
This transformation proved especially vital during the pandemic, when remote diagnostics preserved business continuity and customer satisfaction at a time when competitors struggled to maintain service. In parallel, the platform introduced new monetization opportunities, such as premium subscription content, while reinforcing brand loyalty by staying closely connected to customers’ daily routines. Orchestrated by P&C Global’s Digital Transformation practice, the initiative positioned the client as a service-driven, data-enabled innovator, future-proofing the portfolio while strengthening its luxury credentials.
Sustaining Leadership Through Intelligent Growth
The results of this integrated transformation were both immediate and enduring. From groundbreaking innovations to operational resilience, the engagement delivered clear, quantifiable gains—reinforcing the client’s leadership position and establishing a robust foundation for continued evolution in a rapidly shifting market.
Breakthrough Product Innovation
The client launched world-first appliance features that directly addressed unmet customer needs, beating larger competitors to market. The dual-function drying solution and ergonomic dish care system delivered premium performance while earning top honors and establishing clear competitive advantages that rivals couldn’t easily replicate.
Industry Recognition
The transformation earned multiple Plus X Awards, including Best Brand of the Year and Best Product of the Year, with jurors citing the brand’s commitment to innovative technology, exceptional design, and smart operating concepts. Further accolades, including a prestigious iF Design Award, reinforced the brand’s reputation for pairing aesthetics with functionality. The client was also ranked among Europe’s most trusted appliance brands.
Elevated Customer Experience
Innovations such as delicate garment drying and back-saving dish loading elegantly resolved long-standing frustrations. Customers praised these upgrades in reviews and forums, while the connected digital ecosystem, with remote access, cooking support, and personalization, fostered deeper engagement. These high-touch features led to increased customer satisfaction and net promoter scores. One reviewer highlighted that the brand “thought of everything, even drying my hand-washables gently in the air.”
Strengthened Market Position
The client maintained its leadership in its home market’s premium segment and gained share in key categories despite intense competition. The innovations, combined with the brand’s longstanding quality reputation, allowed the company to command strong pricing and loyalty. The work with P&C Global equipped the brand to compete not just on its heritage craftsmanship, but also on innovation and customer experience, an important pivot as the industry evolves.
Operational Agility and Efficiency
The company became a more agile and efficient enterprise. The SAP ERP and related process improvements led to productivity gains across departments. Inventory management improved, freeing up working capital. Service operations, empowered by digital tools, achieved higher first-time fix rates and faster response times. During global disruptions, the company sustained deliveries and responsiveness, preserving revenue and customer trust where others faltered.
Cultural and Capability Transformation
Beyond systems and products, the engagement instilled a culture of agility and digital fluency. Teams adopted data-driven decision-making, embraced cross-functional innovation, and accelerated product cycles. As one executive noted, “P&C Global helped us see what was possible and then helped us achieve it – they became true partners and catalysts for our transformation.” The client emerged with new internal capabilities and a customer-focused mindset ready to support continued evolution.
A Blueprint for Digitally Enabled Luxury
This transformation stands as a model for heritage manufacturers navigating the future of premium appliances. The client didn’t just digitize its operations or add smart features—it redefined how its brand could deliver value in a connected, customer-centered world.
Through deep collaboration, strategic foresight, and executional excellence, P&C Global helped this client unlock sustainable growth, product leadership, and consumer engagement without sacrificing the timeless quality that made its name.
About P&C Global
P&C Global partners with the most iconic manufacturers of high-performance and high-design luxury—from ultra-premium home appliances and bespoke vehicles to precision-engineered personal technology and furnishings. With clients including Miele, V-ZUG, Bentley Motor Cars, Rolls-Royce Motor Cars, Ferrari, and BMW, our work spans brand strategy, go-to-market transformation, service model reengineering, and end-to-end customer journey redesign. We deliver enduring growth by aligning world-class operational systems with the uncompromising expectations of the global UHNW consumer—where speed, elegance, precision, and emotional resonance are not options, but mandates.
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