Client Drives Productivity and Customer Experience with Akkodis Salesforce Consulting Services


Business Challenges

 

To support its digitalization journey, our client wanted to develop a unified customer repository to create a 360-degree view of its customer base. The tool would gather, synthesize, and provide customer data across different departments within the client’s organization. By creating a repository with a 360-degree customer view, the solution allows the client to expand its services on the Internet of Things (IoT) market, achieve a seamless customer experience and enrich its Customer Relationship Management (CRM) program.

The client required the solution to be easily deployable across its operations in over 40 countries and across its five brands. The solution was expected to help the client rapidly grow within its industry and reduce new products’ time-to-market. It required the integration of different website technologies. These requirements were paramount in the client’s strategy to become a key accelerator and lead the industry sector transformation.


Our Solution


Akkodis Consulting professionals scoped the solution following the client’s technical requirements. Our team provided detailed information about the project’s viable options. The client chose our proposed design based on Salesforce Identity and Salesforce Service Cloud.

To direct the client through this project, we used the Proof-of-Concept (POC) approach utilizing agile and iteration methodologies. Different phases of the project required different approaches. We conducted the project’s full life cycle: from the design, through development, and configuration of the Salesforce solution.

After the solution was deployed within the client's network, there was a new challenge related to the integration within the websites and applications used for employees’ account access. Akkodis professionals established processes allowing easy integration of the client’s touchpoints throughout all countries and brands.

The Akkodis team and the client’s system architects’ teams have been working together throughout all phases of the project including the integration.

Industry: Manufacturing & Logistics

Technologies used:

  • Salesforce Customer 360 Platform
  • Salesforce Service Cloud
  • Salesforce Identity

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Client Drives Productivity and Customer Experience

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