Expertise
Customer experience.
A customer does not see your departments, your branch, your call centre or your app: they see a single company, and they expect it to recognise them everywhere. We build that unified relationship, from sales to service, on Salesforce integrated with SAP, and we measure it on what matters: customer satisfaction and adoption by your teams.
The problem
Every channel knows a customer. Nobody knows the right one.
The same customer exists in three versions: one in the core business system, one in the sales rep's file, one in the branch's memory. The call centre cannot see the order in progress. The adviser does not know that the customer wrote on WhatsApp the day before. Marketing campaigns go out to addresses nobody has checked. Complaints get lost between two inboxes. Meanwhile, the customer compares, and switches supplier without warning. The issue is not the CRM tool. It is the chain of the relationship, from first contact to after-sales service, and its link with the core business system.
The scope
Four grounds of the customer relationship.
We enter through the customer journey, not the module: each has its decisions, its indicators and its Salesforce building blocks.
Sell on a shared pipeline
Leads, opportunities, quotes, contracts and renewals tracked by sales management, branches, partners and the field sales force, on Salesforce Sales Cloud. The approved order goes to SAP without re-keying.
Serve on every channel
Requests, complaints and incidents handled in the branch, at the call centre, on WhatsApp, by email and in the app, with a single history, tracked deadlines and a shared knowledge base, on Salesforce Service Cloud.
Speak to the right customer
Segmentation on reliable data, targeted campaigns, automated journeys, response measurement and respect for consent, on Salesforce Marketing Cloud.
Let the customer do it
Customer portal, subscriber area, order or case tracking, appointment booking: the self-service that relieves the teams and that the customer prefers, on Salesforce Experience Cloud, connected to business data.
Our approach
From the customer journey to adoption by the teams.
Frame
Mapping of customer journeys by segment and by channel: where the customer waits, where they repeat themselves, where they give up. Definition of the indicators that will count, satisfaction first, before choosing a single screen.
Unify
Building the single customer master and its integration with SAP: accounts, contracts, orders, invoices and outstanding balances visible from the CRM, with MuleSoft or SAP BTP, without uncontrolled duplication.
Equip
Deployment of Salesforce by journey, in short cycles: sales, service, marketing, portal. Each cycle delivers a complete use, tested with real users, rather than one more module.
Adopt
Training of advisers, sales reps and managers, measurement of usage and satisfaction, adjustments over time: a CRM is only worth what the teams do with it every day.
The technology
Salesforce integrated with SAP.
We assemble the Salesforce building blocks into a coherent relationship, and we connect them to the SAP core business system: the customer, their order and their invoice are the same in both systems.
The channels specific to the market are taken into account from the design stage: WhatsApp, mobile money, physical branches and call centres remain, for many customers, the first point of contact.
The result
A customer relationship that can be measured.
- A single customer
Sales, service, marketing and the core business system work on the same customer record: the adviser sees the order, the sales rep sees the complaint, management sees the whole picture.
- Omnichannel
The customer gets the same answer in the branch, on the phone, on WhatsApp and in the app, without repeating their story, and their request is tracked until it is closed.
- Speed
The quote goes out the same day, the complaint finds an owner within the hour, the campaign launches without an extract. Response time becomes a managed indicator.
- Satisfaction
Satisfaction is measured after every interaction, displayed by channel and by team, and corrected at source: every signal becomes an action, not a year-end statistic.
- Adoption
Teams use the CRM because it saves them time: less re-keying, less searching, fewer internal calls. Usage is measured, and it grows.
- Leadership
Sales management and general management have a pipeline, a service level and a satisfaction score that are readable at the executive committee: the customer relationship stops being an intuition and becomes a managed asset.
One customer, one relationship
Let's talk about your customers.
A first conversation with an AGILICIS Salesforce consultant to situate your maturity: journeys, channels, integration with the core business system. And the first workstream that will change the game.
Let's talk →