LINKS
As part of the “Become a digital company” strategic project, Thomas Chejfec, Xavier Deshors and Philippe Gault are working on setting up CRM: the Salesforce software will centralize all the data relative to our customers and the relationship we have with them. This new tool is accessible everywhere, easy to use and interactive, and it will simplify the daily lives of our subsidiaries’ sales, services and customer operation teams to become an ecosystem benefiting our performance.
The beginnings of the project
“We do not currently have a tool enabling us to record all the information relative to our customers (contacts, information about the company, Sales, Services, etc.). In future, all of this information will be recorded in SalesForce, our future CRM solution (CRM for Customer Relationship Management)” explains Thomas Chejfec.
This tool will enable us to exchange all the key information about our customers in real time, provide a 360° vision of our activities with them, and ultimately improve our responsiveness, ensure a maximum level of satisfaction and also better sell our products or services. “We will simply need to log into Salesforce to obtain the history and all the sales & service activity of our customers. All our employees with links to them will use the same channel and will share the same information, thus improving collaboration between all our employees,” states Xavier Deshors.
Creating links…
The name LINKS was the logical choice for this new tool. It is true that this 360° platform links together all the customer information, our internal resources and employees.
The final S echoes the CRM values. It evokes Sales, customer Service, customer and team Satisfaction. It is also a nod to its multi-collaborative Social function. “We want to provide a tool that is easy to use and which makes day-to-day life easier,” the three protagonists remind us.
Deployment in the second half of 2022
The LINKS project is currently in the launch phase. It is based on the Salesforce technical solution, the leading solution on the market which is also the most comprehensive and the most scalable. A great deal of integration work has already been completed in order to adapt Salesforce to our tools and our internal processes.
“LINKS is designed for almost all the subsidiaries’ teams: customers operations, sales and services. We will be starting the configuration phase at the beginning of the summer,” says Philippe Gault.
This stage will take place through workshops with the operational teams to adapt the tool to the various business lines. Key Users in each subsidiary will go into the field to train employees in their language.
Deployment will initially be effective in seven subsidiaries up until the start of 2023: Germany, Italy, France, Spain, United States, China and Australia. It will then be extended to all the subsidiaries up until 2024.
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