Cloudity, a top European Salesforce integrator, is helping MVG, a world leader in the visualization of electromagnetic waves, to deploy various Salesforce modules to help the company manage its customers’ entire lifecycle and harmonize its practices everywhere it operates, in Europe, the USA and Asia.
Centralize customer information in a single tool
Microwave Vision Group (MVG) is a world leader in the visualization of electromagnetic waves for the accurate and fast testing of antenna and wireless connectivity. The company designs, manufactures, markets, sets up and maintains test systems for antenna characterization, radar signature evaluation and electromagnetic measurements. It employs nearly 500 people at 12 sites worldwide and generates sales in excess of 100 million euros.
MVG has enjoyed continuous growth, both organically and through acquisitions, for over 25 years. To support its development, in 2020, the manufacturer decided to replace its CRM in order to centralize all commercial information and interactions on an international scale. At the same time, it wanted a solution to enable its customer service center to manage end-to-end after-sales service: contract and warranty management, maintenance interventions, ticketing and support-oriented self-service.
"We chose Salesforce because it's the benchmark in customer relations. What's more, its more intuitive interface made it easier for users to get on board," Eric Beaumont, MVG's Marketing Director, explains.
Implementation of a unified suite of Salesforce modules, integrated with SAP
MVG chose Cloudity to deploy the various Salesforce modules, both because of its experience in migrating legacy CRM systems to Sales Cloud, and because of its teams’ multi-cloud skills.
"Cloudity had worked with us to implement our old CRM. The relationship of trust built up over the years, the stability of the teams and their good knowledge of our business also won us over" the Marketing Director continues.
Kicked-off in the spring of 2020, the project involved implementing Sales Cloud, for tracking sales relations, Service Cloud, for managing customer service processes, Experience Cloud, for the customer portal, a fully customized module around the Full Calendar solution for the very specific management of on-site maintenance and interventions, and the integration in real time with SAP (accounts, contacts, products, orders, etc.).
A major data unification project was also carried out with MVG’s teams, especially to centralize all information concerning the installed base and related maintenance contracts.
"This data was previously scattered in Excel files or local databases," Thierry Blin, MVG's Director of Operations, explains.
A single, group-wide, customer-oriented platform
Following the deployment of the solution, many benefits have become quickly apparent. Used by around 200 employees (Sales, After-sales, Project Management, Production, Finance) in Europe, the USA and Asia, the platform provides them with centralized, reliable and complete information on the entire customer lifecycle.
"The solution has won the support of all users, especially sales staff, which was a major challenge," the Marketing Director notes.
Practices (sales, services, interventions, etc.) have been harmonized in all countries where MVG operates. Salesforce has also allowed us to make order forecasting more reliable. Finally, the tools implemented for after-sales service have helped to professionalize the company’s image.
"The number of support requests via the portal is growing strongly", explains Thierry Blin.
In the coming months, the platform will continue to evolve. In 2023, Salesforce CPQ (Configure, Price, Quote) will be deployed, to help sales reps draw up their quotations, and Salesforce CRM Analytics, for sales activity management dashboards.
Cloudity est un pure player leader en France et en Europe sur le marché de l’implémentation des solutions Salesforce (CRM, Tableau, Mulesoft ou Slack) et Workplace from Meta. Ses 350 collaborateurs accompagnent les entreprises dans leur transformation digitale, en vue d’améliorer la relation client, développer leurs ventes et favoriser le travail collaboratif, du conseil métier à l’intégration des solutions.
Filiale d’Hardis Group (siège social à Grenoble), Cloudity est implantée en France (Paris, Bordeaux, Lyon, Nantes, Grenoble et Lille), en Pologne (Varsovie), dans la région DACH (Berlin) et les pays scandinaves (Stockholm).