About the Client
A public organization tasked with promoting foreign trade and attracting foreign investments. The agency supports global and local stakeholders through various programs and initiatives, fostering economic growth in the region.
Customer Challenge
The agency faced the challenge of onboarding 350 global users onto Salesforce within a year while simultaneously managing other digital transformation projects, such as implementing Microsoft 365 and developing new websites. With a commitment to continuous improvement, the organization focused on enhancing ownership in change management, building IT capacity for knowledge sharing, and advancing agile practices to ensure smoother workflows.
Solution Provided
We implemented a new CRM system to centralize accounts, contacts, and files, breaking down departmental silos and enabling better collaboration. Clear governance and permissions allowed employees to efficiently request updates on records. Key features included a custom filtering module, a member portal for managing internships and client files, and robust preference and consent management. The portal enabled users to propose internships, access CVs, and communicate about grants, with integration to SharePoint, Ordiges, and Agence du Numérique. Historical data was successfully migrated to Salesforce, and EXPLORT workflows were automated. Marketing Cloud was leveraged for newsletters, profiles, email templates, and customer journeys. Our team managed requirements, design, scrum organization, change management, testing, documentation, and support.
