Approach & Solution
Within this context, the need arose to support the company's relational processes with the use of CRM software integrated within the company's main application systems in order to maximise efficiency, obtain a 360° customer view and ensure a high-quality customer experience.
Then the technological architecture was outlined, with Salesforce at the centre as the CRM solution (Service Cloud for Customer Care, Sales Cloud for the Sales area, Marketing Cloud for the Marketing processes). Our Consulting Team supported the client and the implementation team from start-up to end-user training. In this way, the team ensured that the technical solution proposed was consistent with customer expectations in terms of functionality, user experience, KPIs, and budget.
New architecture of the CRM software
Definition of a short term and medium-term CRM strategy
Omnichannel approach to manage all touchpoints of the customer journey
Engineering proprietary products & other technologies
CRM CX Consulting Services