Customer excellence vanuit_klantwaarde_effectief_en_efficient_opereren
Customer perspective: Van Gansewinkel groep
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Classic software Salesforce External development Hybrid development Dependent on supplier Free to go Old technology New technology Integration via ESB Easy integration new/other applications Slow development Rapid development High costs Low costs …… …… Living in two worlds
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Transcript of Customer perspective: Van Gansewinkel groep
Classic software Salesforce
External development Hybrid development
Dependent on supplier Free to go
Old technology New technology
Integration via ESB Easy integration new/other applications
Slow development Rapid development
High costs Low costs
…… ……
Living in two worlds
2
Salesforce @ Van Gansewinkel • Implementation started in 2009
• 750 Sales Cloud, 20 Service Cloud users in 4 business units and 3 countries
• Recently started with Marketing Cloud.
• Supporting Marketing, Sales, Service and Waste specific processes
• Used on desktop and mobile (iPads/Surface/Phone)
• +30 AppExchange apps
• MyVanGansewinkel web portal connected to Salesforce
How IT works at VGG Connection
o Our main focus is our Business
o IT is budget holder for all IT related projects
o Internal consultants have business background
o Connect at all levels of the business
o Regular BIM’s
o Frequent Change Advisory Board.
Change process
o Proactive attitude towards business
o Transparent Change process with business
o Let business decide and prioritize
o External orientation to stay up-to-date o Install and train Key-users
CRM Change Advisory Board • Change Advise Board
o 4 Belgium key-users
o 2 Dutch- key-users
o 2 Marketing key-users
o 1 Business Process Consultant
• Meeting every 3 weeks
• Goals o Update projects
o Prioritize changes
o Discuss change details
Platform Board
• 35+ App exchange applications (Free and Paid)
o Docusign
o Drawloop o Dupecatcher
o Account inline hierarchy
o Business View (Cendris / Post NL)
o SF Agile accelerator.
o Field trip
o Map anything? o ……..
• 7 Self build applications non CRM related
o MS-DOS (Digital Order block)
o HR Force
o Legal Force
o IT asset management
o Ecosmart (Employee planning/registration)
o Employee tip o Vlarema (temporary app)
Key learnings • Be transparent and proactive • Let business discuss, prioritise and decide
• Install, equip and train Key-users (Train the Trainer)
• Mix of Salesforce and AppExchange tools lead to flexible and efficient (CRM) processes
• High user adoption (full integration)
• Apps improve
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Changing is difficult! Not changing is fatal!
