Brussels, June 18, 2015
Pascale Hertogen Pascal BorremansBusiness Transformation Director Partner 4C Consulting
Agenda
› About Partena Professional
› Drivers for this project
› Project approach
› Project results
› Looking back
Paradigm Change
Klant
Partena
Administratie
The Changes in our Market
Creating a Positive Customer Experience
Sales Service
Entreprendre avec les EntrepeneurOndernemen met Ondernemers
13
Entre-preneur
Consider to start
Starter
Growing your business
Hiring employeesOptimizing
your businessManaging employees
360° View
Products & Services
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
Project Objectives
Party Context
Data Quality
EXPERT
Service
Sales
Marketing
CustomerData
VENTOURIS GPA OPASYSTECC
ADMINPBS KID IDSources
CampaignManagement
EventMgt
Insight(x-sell)
Lead MgtSus & Pros
Account Mgti-Offer Mgt
19/1
11/3
Smartp@ss
Service Req & Complaint
Compass
Lead & Fidelisation
ServicePay’n People
26/10 15/12 2016
Customer Experience
KPI’s
& R
epor
ting
Maison Cobra
GRAYDON
A phased approach :
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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 ?
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
2 to 3
wks
Co-design with Power Users
Power users/ departmentRole:
› 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
Operation Support:
19
Collaboration via Chatter & Ideas
Sales Dashboard : Actuals vs Target
Visit Management
21
Account : 360° view
22
Digital Marketing
23
SalesforceCampaign
Target GroupSelection
EmailPardot
corporate website
scoring
clickthrough
Digital Marketing
24
Target GroupSelection
SalesforceCampaign
EmailPardot
clickthrough
corporate website
scoring
visit
18/12
visit
16/12
visit
20/01 09/03
clickunknown visitor (cookie) identified prospect
Digital Marketing
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Target GroupSelection
SalesforceCampaign
EmailPardot
clickthrough
corporate website
scoring
enriched Contact profilein Salesforce.com
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
Implementation within time & budget
Lessons Learned
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ANY QUESTION ?
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