Qu'est-ce qu'il y a dedans ?
- Establishment of a Salesforce Center of Excellence (CoE) to align technical feasibility with business objectives via an Agile methodology.
- Deployment of a comprehensive multi-cloud ecosystem featuring Sales, Service, and Experience Clouds, fully integrated with Zuora and Hubspot.
- Redesign of the customer portal to provide tailored digital journeys for both individual consumers and collective projects.
Contexte
Our client is a prominent enterprise that provides charging solutions for electric vehicles, serving both individual consumers and corporate markets. With a strong presence in France and an expanding international footprint, the organization manages a network of over 10,000 charging stations. They offer a comprehensive subscription model that includes equipment maintenance and renewable energy supply.
Défis
Driven by rapid international expansion, the organization urgently needed to upgrade its IT infrastructure and operational processes to maintain a high-quality customer experience. The primary challenge was aligning their technical capabilities with ambitious business goals. The company required a shift away from fragmented, spreadsheet-based workflows toward a unified digital ecosystem capable of delivering maximum value to end-users.
La Solution
To meet these scale and performance demands, a robust Salesforce multi-cloud architecture was deployed. The new environment leverages Sales Cloud, Service Cloud, and Experience Cloud to manage the entire B2B2C lifecycle. Furthermore, the architecture features seamless integrations with essential third-party systems, specifically Zuora for billing management and Hubspot for marketing automation.
Notre contribution
Spoon Consulting partnered with the client to establish a dedicated Center of Excellence (CoE), utilizing an Agile methodology and a Design Authority framework to guarantee quality and flexibility. Our team designed and built the multi-cloud platform, deploying it to support the client’s international operations while simultaneously enhancing their existing setup in France. We managed the complex integrations between Salesforce and third-party systems, and we continue to ensure long-term platform stability through comprehensive third-party application maintenance (TMA).
Avantages
The deployment of this unified platform delivered substantial operational improvements:
- Enhanced overall productivity by centralizing business processes within Salesforce, effectively eliminating outdated Excel-based workflows.
- Increased transparency and visibility for the sales teams across every stage of the customer relationship lifecycle.
- Improved customer satisfaction through a redesigned Experience Cloud portal that offers distinct, personalized journeys tailored to different user personas.
- Accelerated resolution times for customer inquiries driven by a modernized and highly efficient complaint management system.
Chiffres clés et dates
- Project duration: 2023 – 2024
- Workload: 680 man-days
- Impact: > 250 users
