Optimizing the B2B Marketplace with Significant Sales Contribution by Harvesting a Two-digit Mio EUR Salesforce Platform Investment for a Global Automation Company

Global Automation Company

Optimizing the B2B Marketplace with Significant Sales Contribution by Harvesting a Two-digit Mio EUR Salesforce Platform Investment for a Global Automation Company

Global Automation Company for Robot Systems, Production Machines, and Production Systems

The Challenge

The Digital Customer Strategy and capabilities are largely missing or too immature and to drive Customer experience and not aligned with the business functions (Marketing, Sales, e-Commerce, Customer Service). There is almost no ROI on Salesforce Marketing- and Sales-Cloud investments and the IT-Organization is not ready to integrate Salesforce Solution into their IT-Operating model. In addition, the Business and IT organization is following agile working methods only to a very limited extent and fundamental Program capabilities and roles are not defined.

Delivering an agile Program set-up and structure to steer a 3-year Digital Collaboration program

The Approach

In order to lay the foundation, we started with setting-up a program structure including Change Management and a Sprint Planning method.

A stakeholder assessment enabled us to identify key players to secure critical senior management buy-in.

Customer journeys were created by aligning heterogeneous business functions. These journey ultimately delivered Customer centric business value to the B2B Marketplace.

Shaping the Marketplace vision & strategy and implementation of Digital governance (i.e. Customer Experience Circle) to execute Digital Customer Strategy.

Invention of a rolling planning approach to speed up the business value generation

A B2B-Marketplace with company-wide Business case was created and yielded a significant sales contribution.

The Result

The Organization was digitized including a Operating Model. The Digital Touchpoints in Marketing, Sales, e-Commerce, Support, Field Service with Customers were increased. A B2B-Marketplace with company-wide Business case was created and yielded a significant sales contribution. The Digital Customer Interface and Value Chain were integrated integration.

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