Sanef on the customer information highway

Sanef is best known as the franchise owner and operator of the motorway network.
Back in 1989, Sanef caused a stir by introducing the first electronic motorway toll collection system. In 2000, a new system dubbed Liber-t was installed, opening the doors to the total French motorway network.

The Group was equipped with an in-house developed billing tool. As needs developed, 'home-grown' customer management functionalities were tacked onto it. But this solution was a long way from offering the full breadth of a real CRM system. So Sanef launched a procedure to select a CRM solution that would have to coexist with the installed billing tool.

Sanef started by setting up a project team whose task was to carry out a feasibility study and write the specs. Then a call for bids was launched according to public procurement procedures. Of the eight candidates reviewed, four made it to the short list. At the end of the day, the Selligent solution offered by Bull Services came out winner.

The best general-purpose solution supported by a highly professional integrator
Françoise Riou, manager of Sanef's Customer Relations department, explains: "we opted for the Selligent/Bull Services partnership for several reasons. First, the Bull Services project manager convinced us of his ability to steer the project efficiently, respecting both costs and deadlines. He demonstrated excellent understanding of the tool and a completely open mind towards the needs we expressed. Second, the solution presented was easy to use, ergonomic and flexible enough to adapt to our corporate culture and mode of operation." Besides the fact that the integrator made a good impression, Selligent was the solution that best covered all the functional needs identified by Sanef.

The choice of Selligent was also justified by its ability to integrate the Sanef information system and its multiplicity of business applications. Real-time information interchange was made possible by implementing the Selligent XML connector, Selligent XML Connect&Go. Today, this technology allows subscribers to be integrated right away, remotely or via the agencies of the Sanef distribution network.

A thoroughly customer-centric enterprise
Implementation started in January 2005, and the project, code-named VICTOR, went live in October the same year. "The involvement and the availability of the Sanef team, working in close co-operation with the integrator, was a key component of the project's success," Riou underscores.

In parallel to the VICTOR roll-out, Sanef set up an in-house customer relations centre, called 'Sanef direct.' It handles all in-bound requests, whatever the communications channel used by the client (phone, e-mail, fax or mail). Thanks to VICTOR, the 40-odd CRC agents have the full client background at their fingertips. Client information is shared among all departments concerned, giving Sanef total visibility over its client base.

Step by step
Riou points out that Sanef still only uses part of the tool's potential. "We have given ourselves a year to make use of the total solution. Over time, our goal is to have only one tool. Then we'll be able to implement loyalty programmes and offer our customers consulting services that match their usage trends."

Sanef is also planning campaigns targeting specific segments as well as e-marketing programmes based on electronic questionnaires. Next steps include document management, which will be added to VICTOR in 2006, and CTI integration, which is in the pipeline for 2007.
 

Hintergrundinformationen

Selligent Unternehmensprofil
Selligent ist ein internationales Unternehmen, das hochleistungsfähige Lösungen für den Vertrieb, Marketing und Kundenservice bietet.
Der besondere Erfolg der Lösungen von Selligent bei den mehr als Anwendern ist das Ergebnis der intensiven Unterstützung durch Coaching und Training während der Implementierung sowie der flexiblen Konfigurationsmöglichkeiten der fortschrittlichen Web-basierten Technologie. Diese zwei Komponenten garantieren einen schnellen Return-on-Investment (ROI), eine hohe Anwenderakzeptanz und niedrige Total Cost of Ownership (TCO).
Selligent konnte, aufgrund dieser Vorteile, eine für die CRM-Branche außerordentlich hohe Kundenbindungsrate erzielen.

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