Case studies

MVG

+ 350 employees/users

Industries

Services

JOB NEED

Centralize all international trade interactions
Establish a customer service center encompassing everything from ticket creation to contract management and maintenance interventions .

PROJECT OBJECTIVE

Having relevant and comprehensive information at all levels of the company on the entire customer lifecycle (from lead to invoicing (SAP integration) )

MISSIONS COMPLETED

Implementation of Salesforce (Sales Cloud) to replace SugarCRM for tracking customer relationships.
Real-time SAP integration with Salesforce (accounts, product catalog, opportunities via API/ Web Services ) .
Implementation of customer service processes and tools (Cloud Service), management of the installed base and field interventions (Specific solution developed and indexed on Full Calendar )
Development of a support-oriented customer portal ( Experience Cloud )

DEPLOYED SOLUTIONS

PROJECT DURATION

Project start date: Spring 2020
CPQ deployment underway in 2023 and CRM Analytics by the end of 2023

Technology

+200

Overall

FINANCIAL STATEMENT & RESULTS

Significant work has been carried out to unify company data with teams who have reliable customer information at all levels.

CHALLENGES

Centralize information (from multiple sources) in a single tool .
Gaining the support of all users – while respecting strict confidentiality constraints

ROI

Information is now centralized on a single platform (Salesforce ).
Practices (trade, services, interventions, etc.) have been harmonized at the global level.

Cloudity had helped us implement our old CRM. The relationship of trust that has been built over the years, the stability of the teams, and their good understanding of our business also influenced our decision.

Eric Beaumont

MVG Marketing Director