Essentials BLX breakout 4c partena v1 1

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



Creating a Positive Customer Experience


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