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Salesforce expertise
A customer relationship that keeps its promises, from prospecting to service.
A CRM project is not a tool rollout. It is a customer vision shared between sales, marketing and service, disciplined sales processes, teams that genuinely adopt the platform, and an integration with the core business system that gives everyone a single truth about the customer. Salesforce is the support for it. The result is measured in your sales, your response times and the loyalty of your customers.
The problem
The customer is known to everyone, and to no one.
Sales reps keep their opportunities in spreadsheets. Customer service reopens every case from scratch. Marketing sends campaigns to databases it does not control. Management discovers the month's figures at closing, not before. Each team knows part of the customer, nobody has the full view. In banking, insurance, telecoms or retail, this fragmentation costs money at every contact. A well-run CRM answers it, provided you start from the customer journey, not from the licence catalogue.
The platform
The Salesforce clouds we put to work.
We deploy them in the order your customer journey dictates, rarely all at once. Each building block is implemented with the teams who will use it.
Salesforce Sales Cloud
Accounts, contacts, opportunities, forecasts and pipeline. Sales driven by stages, with forecasts management can read every week, on mobile as well as at the office.
Salesforce Service Cloud
Requests, complaints and incidents handled in a single thread, whatever the channel: branch, call centre, email, social media, messaging. Tracked response commitments, a shared knowledge base.
Salesforce Marketing Cloud
Automated customer journeys, segmentation, campaigns by email, SMS and notifications, results measurement. Marketing that speaks to the right customer, at the right time, with their consent.
Salesforce Experience Cloud
Customer, partner or distributor portals connected to the CRM: case tracking, self-service, request submission, agent or broker area. The customer acts on their own, the team focuses on what matters.
Salesforce Financial Services Cloud
For banks, insurers and financial institutions: a 360-degree view of the customer and their contracts, relationship management, onboarding and subscription journeys, in line with the sector's compliance requirements.
MuleSoft & Tableau
MuleSoft to connect Salesforce to SAP, the core banking system, billing or telecoms platforms through governed APIs. Tableau to analyse customer data and share it with the teams.
By sector
The business cases we know.
A CRM is judged in a customer journey, never in a feature catalogue. For each sector, the cases we know how to frame, build and get adopted.
- Banking & financial institutions
Onboarding and know-your-customer, credit request and complaint handling, portfolio tracking by relationship manager, corporate and retail relationships in a single tool. Banking & insurance →
- Insurance
Subscription journeys, claims and policy management, agent and broker network engagement through a portal, automated reminders and renewals.
- Telecoms & digital services
Business and key account sales, high-volume omnichannel customer service, incident and technical request management, retention and targeted campaigns. Telecoms →
- Retail & consumer goods
Field sales force, point-of-sale and distributor management, mobile order taking, promotions and trade marketing, after-sales service. Distribution & logistics →
- Public sector & institutions
Citizen relationship management, single desk and request tracking, service portals, measurement of the quality of service delivered. Public sector →
SAP · Salesforce integration
Two platforms, one team.
The CRM does not live alone. Customers, products, prices, orders and invoices live in the ERP. Three ways to connect Salesforce to SAP, which we examine on your existing landscape. The same AGILICIS team knows both sides of the flow.
MuleSoft as the backbone
Reusable APIs between Salesforce, SAP and the other systems, monitored and documented. Verdict: the most durable choice when several systems must exchange data and the IT landscape will keep evolving.
Targeted integration by flow
A few essential flows (customers, orders, invoices) built with the standard APIs of Salesforce and SAP, or with SAP Integration Suite. Verdict: faster and cheaper at the outset, provided the number of flows is kept under control.
Shared master data
A designated master per data object (the customer in Salesforce, the product and the price in SAP), explicit synchronisation rules. Verdict: essential in every case. Without this discipline, the two systems diverge within months.
Our approach
In iterations, with the teams who sell.
Salesforce lends itself to an agile method. We deliver in short iterations, showing the platform to users from the first weeks, rather than revealing everything on the last day.
Frame
Mapping of the customer journey and of the sales, service and marketing processes. Scope prioritised by value, target organisation, customer data model.
Build in iterations
Short cycles, each delivering a usable piece of the platform, reviewed with users. The Salesforce standard first, custom development only when it is justified.
Integrate
Connection with SAP and the other systems according to the chosen architecture, takeover of cleaned and deduplicated customer data, master data kept in order.
Drive adoption
Training by role, support in the field and in branches, relay users, management dashboards. A CRM the teams do not use measures nothing.
Keep it alive
Support, enhancements at the pace of Salesforce's three annual releases, continuous improvement of the customer journey. Support & application management →
Customer data
Trust is also earned in the CRM.
A CRM concentrates personal data. In Senegal, its processing falls under Law No. 2008-12 and the oversight of the Commission de protection des données personnelles (CDP). We design the CRM with this requirement from the framing phase: documented purposes, consent collected and tracked for marketing, access limited to the needs of each role, defined retention periods, declarations prepared for the CDP. For a group present in several UEMOA countries, we take each national framework into account. IT security & risk →
The technology
The building blocks we put to work.
Your customer relationship
Who really knows your customers?
A short diagnosis with a Salesforce consultant (customer journey, current tools, integration with your core business system) to set the trajectory and the first useful scope.
Let's talk →