sugarcon 2013: leveraging customer loyalty programs to drive a great customer experience
DESCRIPTION
Dag Unhjem& Christopher Østby, Tollpost Globe AS Tollpost Globe deliver world-class logistic services and offer future-oriented solutions that create competitive benefits for their customers. For Tollpost Globe it is all about partnership to increase their customers competitive edge. This session will discuss the implementation of a loyalty program providing substantial value and how SugarCRM has been a vital part to leverage the possibilities in the program. It is all about providing a 360 degree view of the customer empowering all employees in the company. Furthermore the session will discuss the business benefit of Tollpost Globe’s SugarCRM implementation and plans for further development creating the platform to enable an exceptional growth rate in the future.TRANSCRIPT
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Leveraging Customer Loyalty Programs to Drive a Great
Customer ExperienceDag Unhjem, CTO, Tollpost Globe AS
Christopher Østby Andersen, Ass. Director Sales, Tollpost Globe AS
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AGENDA
• Tollpost Globe in brief• Building a platform for growth• Results• Future plans
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Tollpost Globe in brief
Competitive edge
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• Leading logistics provider
• Yearly revenue €550 000 000
• 1600 employees incl 400 drivers
• Subsidary of PostNord- Swedish and Danish Post- 5,5 billion in yearly revenue
• 500 SUGARCRM users
TOLLPOST GLOBE IN BRIEF
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COMPETITIVE EGDE
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COMPETITIVE EGDE
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OUR JOURNEY
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CUSTOMERS
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Building a platform for growthBuilding a platform for growth
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A PLATFORM FOR GROWTH
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SUGARCRM – “The obvious choice”• From Siebel to Sugar
• TCO
• Flexible
• Professional partner..
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INCREASED SERVICE• E-services• Requests
– Including statistics
– Fully integrated with Sugar
• SLA• Internal
communications– Handled in
Sugar
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ONE VIEW OF THE CUSTOMER
• For all
• Activities
• Documents
• Requests
• Revenue
• SLA
• Loyalty program
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CONTINUOUSLY DEVELOP
• Relevance
• Continuously development
• Ownership
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Results – so far
Some measures of success!
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FOGGY NAVIGATION
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SOME MEASURES OF SUCCESS
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Future visions and plans
Creating unique business opportunities
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SOCIAL BUSINESS
• Social business
– A part of our loyalty program
– Secure and document internal processes
– IBM connection
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PROACTIVE BEHAVIOR
• Enable proactive behavior
• Automatic handling
• Marketing automation
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Thank You