Brussels, June 18, 2015

Pascale Hertogen Pascal Borremans Business Transformation Director Partner 4C Consulting

Agenda

› About Partena Professional

› Drivers for this project

› Project approach

› Project results

› Looking back

Paradigm Change

Klant

Partena

Administratie

The Changes in our Market

Creating a Positive Customer Experience

Entreprendre avec les Entrepeneur

Ondernemen met Ondernemers

13

Consider

to start

Starter

Growing your

business

Hiring

employees Optimizing

your business Managing

employees

Support (enabler) all Customer supporting Professionals at Partena moving from Internal Administrative task focus towards

Customer Relationship & Request driven focus, resulting in:

√ higher customer satisfaction, √ leading into higher sales and

√ increased retention.

Increase customer acquisition through effective and coordinated marketing and sales initiatives Enhance customer experience when doing business with Partena BtB Increase the efficiency/ productivity of the organisation

by improved closed loop customer request process by improved efficiency at individual employee level

Provide the organisation with customer related information to support decisions and future development of individual clients Providing the organization crucial management information to support strategic direction &

decisions taking

Project Objectives

Party Context

Data Quality

EXPERT

Service

Sales

Marketing

Customer Data

VENTOURIS GPA OPASYS TECC ADMIN

PBS KID ID Sources

Campaign Management

Event Mgt

Insight (x-sell)

Lead Mgt Sus & Pros

Account Mgt i-Offer Mgt

19/1

11/3

Smartp@ss

Service Req & Complaint

Compass

Lead & Fidelisation

Service Pay’n People

26/10 15/12 2016

Customer Experience

KPI’

s & R

epor

ting

Maison Cobra

GRAYDON

A phased approach :

16

How to define a right phasing ?

› User-centric : Department after department ?

› Customer-centric : Segment after Segment ?

› Process-centric : End-to-end ?

› IT-centric : Replace tool after tool ?

› Data-centric : source after source ?

› Highest impact on performance KPI’s ?

› Quickest success ? Easiest change ?

Project Approach

› Iterative, scrum-like approach

› Kickoff

› Salesforce ‘bath’

› Iterative Workshops

―Workshop (information gathering) w/ Stakeholders

―Prototype & discuss the solution + next items

―Leads to high involvement, knowledge & “see what you expressed/wanted”

› Acceptance with training

› Train-the-trainer approach

› Hypercare after go-live

Co-design with Power Users

Power users/ department

Role: › Active in project phase, as well as

operationel phase (after go life) › Provide End User Training › On site Support during ‘Go life’

› Support in Communication/ Ambassadors

› Co- owner process design › User Acceptance Testing, Support

during data migrations

› Follow Up of the user requirements, future releases

Operation Support:

19

Collaboration via Chatter & Ideas

Sales Dashboard : Actuals vs Target

Visit Management

21

Account : 360° view

22

Digital Marketing

23

Salesforce Campaign

Target Group Selection

Email Pardot

corporate website

scoring

clickthrough

Digital Marketing

24

Target Group Selection

Salesforce Campaign

Email Pardot

clickthrough

corporate website

scoring

visit

18/12

visit

16/12

visit

20/01 09/03

click

unknown visitor (cookie) identified prospect

Digital Marketing

25

Target Group Selection

Salesforce Campaign

Email Pardot

clickthrough

corporate website

scoring

enriched Contact profile

in Salesforce.com

Data Quality remains a challenge

Data Integrity & Privacy, introduces extra complexity

Pardot’s permission based marketing policy (<> buying

lists)

Implementation at high speed, but transforming the

organisation takes time

In-depth analysis AS IS vs iterative approach to ensure

business side to take ownership on further improvements

After the first success, we need to temper too high

expectations of other departments/businesses

Partena & 4C acted as one team ! Significant knowledge

transfer

Implementation within time & budget

Lessons Learned

26

ANY QUESTION ?

27