Case studies

Analis

"This process of simplification has already improved client qualification by around 20%"

Analis is one of Belgium’s leaders in the market for scientific laboratory instruments, with nearly 80 years serving its clients. It provides a wide range of instruments – from the basic to the sophisticated – and represents over 100 leading international manufacturers. Its broad palette of offerings enables Analis to respond to the most stringent demands of its lab clients, whatever their speciality. But Analis’ prime strength is in the service it offers its clients, counselling them on the best choice of equipment, training them, feeding them regular information with targeted publications, and providing fast, efficient technical service which caters for different levels of urgency. Just a few years ago, its sales force had no particular tool for managing its activity; the lack of visibility on client information hampered sales effectiveness and was damaging for the quality of their client relations. But that is all in the past now.

Groupe Mornay

"Our clients now have the feeling they are taken care of immediately and in a professional way by agents who have fast access to information."

Since 1947, Groupe Mornay has staked its claim as a major player in the French social protection sector. Its business areas cover supplementary pensions, providence and social action. Since its beginnings, the Group has been committed to offering its members tailored social protection and solutions in line with prevailing needs. In 2005, with this commitment in mind, the Group defined a customer relationship strategy aimed at improving customer service by making it easier for customers to access and understand information, raising service quality and improving performance.

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CTP

"From 2004 to 2008, we increased orders more than 30% across the business. The CTP has firmly established a growth momentum thanks to a coherent organisation and strategy, which includes our CRM."

It’s hard to imagine all the technical expertise that goes into making a sheet of paper. The Centre Technique du Papier (CTP - Paper Technology Centre) was created in 1957 as a research body to promote the development of technologies for paper, pulp, cardboard and associated industries. Most of its activity is centred on industrial research and development aimed at transferring its knowledge and results to the industry, thereby creating added value for the sector. To underpin its customer-centric strategy, the CTP turned to CRM. The challenge was taken up by Selligent, in whom the CTP has placed its trust for the past 10 years.

Delta Dore

"Over the years, the Selligent solution has shown itself to be extremely agile and adapts easily to new technologies."

Delta Dore specialises in manufacturing residential electronic equipment, including heating and energy solutions, security systems and automation. These three businesses are embraced by the term ‘Home Automation’ or ‘Domotics,’ and enable a home to be managed intelligently, customised to suit its owners’ needs, habits and desire for comfort.

Grande Armée Conseil

"Selligent committed to a very tight schedule. On our side, everyone was absolutely convinced of the project’s benefits and has worked effectively on its success."

Grande Armée Conseil, a business consultancy, was founded in 2002. Its mission is to offer enterprises a range of services that will optimise their fiscal burden and social contributions. It is structured according to five main business lines – local taxes, social contributions, occupational accidents and sickness, tax credit research, and financial engineering. The company employs around 120 people and has enjoyed 50% growth over the past three years. To sustain the momentum, Grande Armée Conseil decided to implement Selligent to replace their homegrown tool. Selligent showed great agility in adapting smoothly to the company’s constraints.

Groupe Heppner

"Heppner stands out in a very competitive market thanks to a personalised customer relationship and a tailored approach. Installing Selligent should improve customer loyalty even more."

In the world of logistics and transport, Heppner is content to see itself as ‘a David among Goliaths’. It was founded in 1925 and now has a workforce of 3,700 people. 2006 turnover was €550 million. The July 2004 acquisition of XP France gave Heppner a new national and international dimension. The company now boasts a multibusiness offering covering national and international delivery service, national and international freight transport, logistics and sea and airfreight forwarding. The group’s rapid expansion demanded not only a new organisation, but an upgraded information system.

Hansen Transmissions

"With Selligent, we are much more efficient and we can focus more on our customers. When all's said and done, that's the objective of a project like ours."

Hansen Transmissions is one of the world’s leading manufacturers of gears and drives. For the past few years, the company has also played a key role in wind turbine equipment. It is supported by a worldwide network of subsidiaries and sales and service centres. In view of the growing globalisation of its business, Hansen Transmissions realised it needed to be able to create a very precise blueprint of its international customer base so as to work in a more structured, efficient way.

Reunica

"Having access to the background on contacts allows us to personalise our relationship with clients and improve the quality and efficiency of the service provided."

Réunica is a major player in the social protection sector and one of France’s leading supplementary pension funds. Réunica provides a full range of offerings according to five business lines: pension, providence/ healthcare, savings, social action and vacations. Its mission is to support and advise its customers in all aspects of social protection through a network of specialists throughout France. In 2001, Réunica selected Selligent to consolidate and share information so as to provide its sales force with a complete overview of its customer base. They repeated their trust in Selligent in 2006 when the need to steer their customer service organization arose. Today, Selligent facilitates the day-to-day work of over 300 people in the group.

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Mut'est

"Setting up our call centre has been a great success that can be measured in terms of improved service quality, member satisfaction and employee motivation."

For 60 years, mut’est has asserted itself as a key player in the Alsace mutual fund landscape in eastern France. It is above all a supplementary healthcare insurance fund that also manages the primary healthcare coverage for the professions, local civil servants and hospital staff. But its positioning is primarily that of a supplementary healthcare insurance fund, offering individuals and groups healthcare coverage that supplements the standard primary healthcare insurance mechanisms. In recent years, competition has intensified in this sector, especially among mutual funds, provident societies and insurance companies. As General Manager Jean-Marc Schmidt points out, “our geographic reach is limited, so our growth depends largely on member loyalty. That is crucial if we are to maintain our position.”

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Alliance Hospitality

“Our sales force has a better visibility over its customers and a better understanding of the market”

Alliance Hospitality, the multi-brand, multi trademark hotel operator, is in charge of the management of over 40 hotels, mainly with the Holiday Inn brand name. The company is present in France,Belgium and Italy and is currently part of a major international investment group. In order to increase its sales efficiency and measure the value and potential of the group and its hotels, Alliance Hospitality has worked with Selligent for many years.

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3 Suisses Entreprises

“Right from the start, Selligent gave us the impression of being a very agile solution. And it kept its promises. Marketing operations are now a real pleasure”

3 Suisses Entreprises offers its clients tailored solutions with unlimited possibilities. They range from simple gift tokens to complete loyalty campaigns and include the creation of gift catalogues completely customized to the client’s brand image. To ensure its growth on an increasingly mature and competitive market, 3 Suisses Entreprises focused on stimulating the sales force, animate the distribution network and strengthen customer loyalty. Quite a challeng and one they overcame brilliantly with the aid of Selligent.

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Akerys

"By facilitating the call centre agents' work, Selligent has significantly reduced the average call duration."

The AKERYS group is one of the leaders of France’s real estate sector. It offers its 100,000 clients a full palette of products and services. Above and beyond real estate promotion, it is involved in home sales, real estate services, plus insurance, loans and financial product brokerage. AKERYS Services Immobiliers, the real estate services division of the AKERYS group, set up its Milan project and selected Selligent to co-ordinate the resources between its contact centre, the field sales force and the agencies responsible for the rental or sale of the real estate assets in its portfolio.

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Solly Azar

"When we presented the new web version of Selligent to the users, they were immediately delighted. Today, they have completely adopted the solution. We can truthfully claim that the migration has given added impetus to our project."

For over 30 years, the Solly Azar group, France’s No. 2 wholesale insurance broker, has been developing tailored, competitive and innovative insurance products to complement the traditional offering of the insurance companies. The range covers insurance for cars/motorbikes, rent income guarantees, holiday rental, personal liability, supplementary healthcare insurance, loan insurance, etc. They are leaders in the high-risk car/motorbike insurance market. The group distributes its contracts exclusively via a domestic network of 8,000 independent insurance intermediaries, or correspondents, who are managed by Solly Azar sales people, the “field development agents”, with whom they enjoy a bond of trust. Since 2001, the Solly Azar group has entrusted Selligent with the management of its network of intermediaries. It was one of the first companies to make the move to the new web version of Selligent in 2006. The successful migration gave a real boost to the sales and marketing department.

Press Index

"Introducing Selligent has enabled us to increase our efficiency in terms of marketing campaign production and sales process management."

French company set up in 1997, Press Index soon asserted itself on the media tracking and press review market – at that time still relatively undeveloped. It achieved this through an innovative offering based on digitising articles, colour photocopying and despatching via electronic messaging. Always keeping pace with technology advances, it was the first to offer Internet tracking services and instant play (with a single click) of audiovisual content, making the physical dispatch of cassettes a thing of the past and in the process saving valuable time for its clients. It adopted Selligent in 2000 to organise its sales and marketing approach. After successfully carrying out its system migration, Press Index is ready to conquer Europe.

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Viamédia

"In a competitive and constantly evolving market, you have to be able to manage the business with much more precision, analyse the reasons for a backslide and have reliable indicators at your fingertips so as to respond appropriately when the company is going through a difficult patch. With Selligent, we are better equipped to extend our company’s growth."

Viamédia sells advertising space for some 20 Web and press organs. It is also publisher or joint-publisher of specials such as the Route du Rhum programme. Viamédia started out as an integrated department of the Télégramme regional daily, but in 2001 became a distinct company serving not only the Télégramme and the group’s other publications but also outside publishers seeking a presence in Western France. This development led to an expansion of the number of publications served, a wide variety of production cycles and the need to integrate new teams of people. That is when the agency started to think about CRM.

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Vilmorin

"Thanks to a better targeting of our customers, we have substantially reduced the costs of printing and mailing our promotional literature."

For over 260 years, Vilmorin has played an important role in botanical and agronomical research. Today the company is specialised in the selection, production and distribution of vegetable and tree seeds to the profession. Vilmorin was already using Selligent to manage its sales force activity in France and has just implemented a new project for its international representatives.

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