Brussels, June 18, 2015 Pascale Hertogen Pascal Borremans Business Transformation Director Partner 4C Consulting Agenda › About Partena Professional › Drivers for this project › Project approach › Project results › Looking back The Changes in our Market Paradigm Change Administratie Partena Klant Entreprendre avec les Entrepeneur Ondernemen met Ondernemers Starter Growing your business Consider to start Hiring employees Optimizing your business Managing employees 13 Project Objectives Support (enabler) all Customer supporting Professionals at Partena moving from Internal Administrative task focus towards Customer Relationship & Request driven focus, resulting in: √ higher customer satisfaction, √ leading into higher sales and √ increased retention  Increase customer acquisition through effective and coordinated marketing and sales initiatives  Enhance customer experience when doing business with Partena BtB  Increase the efficiency/ productivity of the organisation  by improved closed loop customer request process  by improved efficiency at individual employee level  Provide the organisation with customer related information to support decisions and future development of individual clients  Providing the organization crucial management information to support strategic direction & decisions taking Maison Cobra Customer Experience Service Req & Complaint Compass Lead & Fidelisation Sales Marketing 2016 15/12 26/10 Lead Mgt Sus & Pros Account Mgt i-Offer Mgt Service Pay’n People KPI’s & Reporting Service Smartp@ss 11/3 Campaign Management Event Mgt Insight (x-sell) 19/1 Customer Data Party Context Data Quality Sources EXPERT VENTOURIS GPA OPASYS TECC ADMIN PBS KID ID GRAYDON A phased approach : How to define a right phasing ? › User-centric : Department after department ? › Customer-centric : Segment after Segment ? › Process-centric : End-to-end ? › IT-centric : Replace tool after tool ? › Data-centric : source after source ? › Highest impact on performance KPI’s ? › Quickest success ? Easiest change ? 16 Project Approach › Iterative, scrum-like approach › Kickoff › Salesforce ‘bath’ › Iterative Workshops ―Workshop (information gathering) w/ Stakeholders ―Prototype & discuss the solution + next items ―Leads to high involvement, knowledge & “see what you expressed/wanted” › Acceptance with training › Train-the-trainer approach › Hypercare after go-live Co-design with Power Users Power users/ department Role: › Active in project phase, as well as operationel phase (after go life) › Provide End User Training › On site Support during ‘Go life’ › Support in Communication/ Ambassadors › Co- owner process design › User Acceptance Testing, Support during data migrations › Follow Up of the user requirements, future releases Collaboration via Chatter & Ideas Operation Support: 19 Sales Dashboard : Actuals vs Target Visit Management 21 Account : 360° view 22 Digital Marketing Salesforce Campaign Target Group Selection Email Pardot clickthrough scoring 23 corporate website Digital Marketing Salesforce Campaign Target Group Selection 16/12 18/12 20/01 Email Pardot 09/03 clickthrough scoring 24 visit visit visit unknown visitor (cookie) corporate website click identified prospect Digital Marketing Salesforce Campaign Target Group Selection Email Pardot clickthrough scoring enriched Contact profile 25 in Salesforce.com corporate website Lessons Learned  Data Quality remains a challenge  Data Integrity & Privacy, introduces extra complexity  Pardot’s permission based marketing policy ( buying lists)  Implementation at high speed, but transforming the organisation takes time  In-depth analysis AS IS vs iterative approach to ensure business side to take ownership on further improvements  After the first success, we need to temper too high expectations of other departments/businesses  Partena & 4C acted as one team ! Significant knowledge transfer 26  Implementation within time & budget  ANY QUESTION ? 27 [...]... decisions taking Maison Cobra Customer Experience Service Req & Complaint Compass Lead & Fidelisation Sales Marketing 2 016 15 /12 26 /10 Lead Mgt Sus & Pros Account Mgt i-Offer Mgt Service Pay’n People KPI’s & Reporting Service Smartp@ss 11 /3 Campaign Management Event Mgt Insight (x-sell) 19 /1 Customer Data Party Context Data Quality Sources EXPERT VENTOURIS GPA OPASYS TECC ADMIN PBS KID ID GRAYDON A phased... future releases Collaboration via Chatter & Ideas Operation Support: 19 Sales Dashboard : Actuals vs Target Visit Management 21 Account : 360° view 22 Digital Marketing Salesforce Campaign Target Group Selection Email Pardot clickthrough scoring 23 corporate website Digital Marketing Salesforce Campaign Target Group Selection 16 /12 18 /12 20/ 01 Email Pardot 09/03 clickthrough scoring 24 visit visit visit... Entreprendre avec les Entrepeneur Ondernemen met Ondernemers Starter Growing your business Consider to start Hiring employees Optimizing your business Managing employees 13 Project Objectives Support (enabler) all Customer supporting Professionals at Partena moving from Internal Administrative task focus towards Customer Relationship & Request driven focus, resulting in: √ higher customer satisfaction, √ leading... AS IS vs iterative approach to ensure business side to take ownership on further improvements  After the first success, we need to temper too high expectations of other departments/businesses  Partena & 4C acted as one team ! Significant knowledge transfer 26  Implementation within time & budget  ANY QUESTION ? 27 ... leading into higher sales and √ increased retention  Increase customer acquisition through effective and coordinated marketing and sales initiatives  Enhance customer experience when doing business with Partena BtB  Increase the efficiency/ productivity of the organisation  by improved closed loop customer request process  by improved efficiency at individual employee level  Provide the organisation... Segment ? › Process-centric : End-to-end ? › IT-centric : Replace tool after tool ? › Data-centric : source after source ? › Highest impact on performance KPI’s ? › Quickest success ? Easiest change ? 16 Project Approach › Iterative, scrum-like approach › Kickoff › Salesforce ‘bath’ › Iterative Workshops ―Workshop (information gathering) w/ Stakeholders ―Prototype & discuss the solution + next items ...Agenda › About Partena Professional › Drivers for this project › Project approach › Project results › Looking back The Changes in our Market Paradigm Change Administratie Partena Klant Creating... the first success, we need to temper too high expectations of other departments/businesses  Partena & 4C acted as one team ! Significant knowledge transfer 26  Implementation within time & budget... coordinated marketing and sales initiatives  Enhance customer experience when doing business with Partena BtB  Increase the efficiency/ productivity of the organisation  by improved closed loop