What’s Inside?
- Harmonization of global business processes across multiple international units.
- Implementation of a tailored omnichannel service experience for logistics customers.
- Direct client empowerment via a dedicated secure community portal for real-time data access.
Context
Our client, a major subsidiary of the CMA CGM group, provides reliable, end-to-end supply chain solutions across diverse global sectors. As a leader in international logistics, they manage high-volume, complex operations that require a robust digital infrastructure to maintain service excellence and operational agility.
Challenges
The organization faced several strategic hurdles in its digital journey:
- Operational Fragmentation: Business units across different regions operated on disparate processes, hindering global visibility.
- Customer Experience Gaps: There was a need to rethink the service experience to offer more personalized and adaptive interactions.
- System Sustainability: The group required a partner capable of not only constructing but also maintaining a complex, high-scale CRM solution.
The Solution
To address these challenges, we implemented a unified Salesforce Multi-Cloud platform. The architecture integrates Sales Cloud for commercial management, Service Cloud for optimized customer support, and Experience Cloud to bridge the gap between the company and its global clientele. The solution is deeply integrated with existing customer service tools and third-party logistics systems to ensure data continuity.
Our Contribution
Spoon Consulting, in partnership with our strategic associates, led the design and construction of the CRM ecosystem. Our contribution included:
- Agile Delivery: Participating in rapid sprints to build and deploy critical features.
- Custom Engineering: Developing specific technical functionalities to align the platform with unique logistics workflows.
- Community Portal Design: Implementing a dedicated digital space for clients to interact directly with their logistics data.
- Quality Assurance: Managing rigorous pre-delivery testing and technical documentation.
Benefits
The transformation has significantly enhanced the client’s operational resilience and customer centricity:
- Unified Vision: Harmonized processes across business units allow for optimized global client management.
- Omnichannel Agility: Service teams can now deliver personalized interactions across all digital channels.
- Customer Empowerment: Direct access to a community portal has improved the user experience and reduced administrative load.
- Scalable Performance: The solution supports over 3,000 users globally with a high capacity for rapid workload scaling.
Key Figures & Dates
- Project duration: 05/2021 – Ongoing
- Workload: 1,400 man-days
- Impact: > 3,000 users
