Vandersanden

It was crucial to transfer the functionalities of the old system to the new platform. Due to the complex information needs of the different PMCs, Brightfox had to create a matrix that allowed each user to access the right information based on their profile and PMC.
A second challenge was the structure of the parties involved. A building project is a complex matter due to the many people and parties involved. To ensure that all these parties are linked together correctly, Brightfox devised a solution to do this easily and flexibly, so that architects, contractors and other involved companies can be linked to a project or to each other.

The first stage of the project, which began in April 2022, was carried out with a waterfall approach. This allowed for a compact but complete foundation. All subsequent phases were completed in 2-week sprints. During the project, Brightfox worked closely the company Havik, who is also a member of the Spire group, to integrate Marketing Cloud Account Engagement with the new CRM platform.

By December 2022, Vandersanden successfully implemented a robust CRM system, which was in fact a comprehensive suite of functionalities. The 360-customer platform offered features such as account and contact information. The opportunity feature was transformed into a dynamic project tool, efficiently capturing all pertinent details related to their construction projects. In addition, a dedicated solution for visit reports was developed to record information gathered during customer visits.

End users experienced new capabilities through a seamless integration with the ERP system, it made retrieving information on quotes and orders much easier. The incorporation of Service Cloud Console and email-to-case functionality streamlined the process of addressing customer questions and complaints.

On top of that, Outlook integration made sure that users could link emails and calendars with Salesforce, ensuring a cohesive and synchronized workflow. The integration with the ERP system extended accessibility to the product database, providing a holistic and efficient solution for Vandersanden’s CRM needs.

Even though a lot of work has been done to build a 360-customer platform, there is still work ahead. Further fine-tuning of the product database and a new quotation solution will enable sales staff to create better and faster quotes. The introduction of a digital signature will make it possible to save paper and sign contracts and quotes. Brightfox will also work with Vandersanden to improve customer segmentation to create better customer journeys in the marketing cloud.

Several key products were used in building this solution, each contributing to the overall functionality and efficiency of the platform. Salesforce played a pivotal role, which included Sales Cloud providing robust capabilities for sales-related processes and Service Cloud enhancing customer service functionalities. Marketing Cloud Account Engagement extended the reach into marketing endeavours, ensuring a comprehensive approach to customer engagement.

The foundation framework of the system was supported by the Salesforce Platform, offering a versatile and scalable environment for seamless operations. Also, Microsoft Azure was used for integrations, enhancing the interoperability and connectivity of the CRM system. This strategic combination of Salesforce and Microsoft Azure resulted in a well-rounded and integrated solution, meeting the diverse needs of Vandersanden’s CRM requirements.