Case studies

Mutual logistics

+ 350 employees/users

Industries

Services

JOB NEED

Mutual Logistics, an independent family group created in 2007, operates in all areas of logistics services (shared and contract logistics) for the industrial, consumer goods, mass distribution, retail and e-commerce sectors.

To support its ambitious growth objectives, Mutual Logistics decided to implement a customer relationship management (CRM) solution to improve customer satisfaction, foster loyalty, and more effectively manage its operations. The logistics provider chose to equip its customer service processes, both for agents and customers, with Salesforce. Hardis Group was selected to support this transformation project.

“ Hardis Group was able to advise us throughout the project and honor its commitments on the ambitious deployment deadlines, thanks to its methodological know-how and its knowledge of the Salesforce solution ” – Naim Denis, Sales and Marketing Director, Mutual Logistics.

PROJECT OBJECTIVE

Equip the customer service department, both on the agent and customer sides, with an efficient and user-friendly customer area.
Equipping the sales force and thus centralizing customer data
Establish key performance indicators (KPIs) to monitor business activity and inform corporate strategy.

MISSIONS COMPLETED

Following a phase of iterative design workshops facilitated by Hardis Group consultants:
Implementation and configuration of Service Cloud & Experience Cloud solutions, in line with the needs raised and the group’s processes: qualification of complaints, routing of requests, processing workflow, collaboration between teams.
Study of sales processes and deployment of the Sales Cloud solution with the sales team.
Training and skills transfer to the Mutual Logistics project team.

DEPLOYED SOLUTIONS

REVIEW & RESULTS

A solution designed to foster customer satisfaction and loyalty, co-created and rapidly deployed.
360° knowledge of customers and prospects
Information sharing and collaboration between teams
Managing pre- and post-sales processes within a unified solution
An evolving tool that will eventually be extended to BI and the exploitation of TMS and WMS data