What’s Inside?
- Integration of a 100% online sales process with electronic signature capabilities.
- Centralized 360-degree view of all client interactions, including history and claims.
- Enhanced collaboration via a dedicated client community for real-time fleet monitoring.
Context
The client is a major European player in the rental of industrial, utility, and commercial vehicles, providing turnkey solutions for fleet management. Seeking to modernize its operations, the group selected Salesforce to establish a comprehensive platform for fleet oversight, maintenance management, and customer claim processing.
Challenges
The organization faced significant hurdles with its legacy CRM, including a fragmented sales funnel and heterogeneous lead management across different channels. There was a distinct rupture in the chain between prospects and customers, coupled with a lack of user adoption and high complexity in data analysis.
The Solution
A multi-cloud Salesforce architecture was deployed to centralize all services:
- Sales Cloud for lead and opportunity management.
- Service Cloud to handle maintenance and claims.
- Experience Cloud to create a collaborative customer community.
- Talend for daily data flows involving contacts and invoicing.
- Integration via web services with the Infor ERP system.
Our Contribution
Our team was responsible for the end-to-end implementation and ongoing evolution of the platform:
- Design and configuration of the global solution using an Agile methodology.
- Development of specific features, including a 100% online sales process.
- Integration with external systems for appointment booking, document management (GED), and ERP.
- Creation of the client community allowing users to track mileage and intervention history.
- Provision of full documentation and support during the UAT and launch phases.
Benefits
The project delivered a unified ecosystem for sales, after-sales, and personalized services:
- 360° Visibility: A centralized view of client details, orders, and requests.
- Sales Acceleration: Digitalization and electronic signatures reduced sales cycle times.
- Optimized Maintenance: Improved handling of curative and preventive vehicle interventions.
- Strategic Insight: Management gained superior visibility and piloting capabilities for commercial activities.
Key Figures & Dates
- Project duration: 07/2018 – Ongoing
- Workload: 2,400 days of charge to date
- Impact: 720 users
