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Case Study

A centralized CRM platform for an international industrial group

ABSTRACT
We standardized customer relationship processes, simplifying and accelerating sales forecasts.

Where: international
Challenge
The industrial group, working in the automotive, aerospace, energy and consumer electronics markets, experienced a fast growth, that occurred also through acquisition processes and fostered a high degree of autonomy of the different branches.
Approach
The group highlighted the need to share client’s information with all the offices, especially with respect to global accounts, to redefine and generalize sales and support processes. The objective was to simplify, standardize, and accelerate the production of the business forecasts and finally to improve the management and qualifying activities of the leads by attending a number of international trade fairs.
Digital Ecosystem
Energy Resources & Sustainability
Solution
Digital Ecosystem
Energy Resources & Sustainability
Our consulting activity began by training the group’s Top Management on CRM and Marketing aspects in B2B contexts. We then carried out an assessment that allowed the group to identify the actions to carry out on the management levels (processes/human resources), to design the to-be application architecture and develop the business case. Once the investment was approved, we supported the client in the activities of governance, change management and user adoption. Today the CRM Corporate Template that we implemented is used by the group’s branches to support the activities in the sales, marketing and customer care areas.
Results

 

 

 

 

Increased new clients with lower acquisition costs

 

 

Reduced time and costs for sales forecasts

 

 

Reduced average response times vs customers.

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Markets
Ecosystems

Impacts

Composable Business Models

Project Teams
  • CRM & Digital CX Consulting Services It operates on market leader platforms and on the main Digital Marketing suites, and develops proprietary application components for accelerating implementation times and containing project costs.
Technologies

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