Revamping Vandemoortele's CRM approach across borders

Challenge

Managing meaningful relationships with customers is not an easy task, especially if you take into account Vandemoortele’s presence in a multitude of European countries. Some teams already made use of SAP’s CRM solution, but not to its full potential. Others used a different CRM system, and some had never used one before at all.

Solution

While looking for ways to improve their overall CRM experience, the Vandemoortele team quickly understood that a complete re-thinking was the best option. After a thorough, 8-month selection procedure, they joined forces with TheValueChain’s CX experts to help implement the SAP Sales Cloud environment.

This revamp exercise started in early 2021, and a first go-live was already achieved ten weeks (!) later. Vandemoortele’s teams in France, Italy, Germany and Austria were the first to gain access to the new CRM environment and many more were to follow soon. Country after country saw their CRM systems harmonised over the summer and autumn in carefully planned roll-out waves.

“We were especially happy with the way they handled the time pressure on the first part of the project.”

Result

By the end of November 2021, we handed over the reins to Vandemoortele and the remaining roll-outs and legacy migrations will be managed internally and independently. Canguru will of course stand by to help and our Service Desk will be at their disposal in case questions or issues arise, or in case a second opinion is needed.

“We were especially happy with the way they handled the time pressure on the first part of the project, with a tight deadline for the first go-live. The solution was well built and the project was managed in such a way that we felt in control at all times.

Rudy Goudeseune, Commercial Business Process Owner at Vandemoortele

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