CUSTOMER CASES
Improved Customer Experience and Satisfaction
Target: Rank the 20 Renault Group main countries in the Top 3 for customer satisfaction
Challenge: Getting Country Boards from 31 countries to define, deploy and control the execution of Customer satisfaction action plans
Innovation: implement in 31 countries a digital mobile application to control action plans execution
Result: Renault is the world leader in customer satisfaction
Improved Sales Performance
Target : Reduce the risk of the Company's turnover being heavily dependent on large distributors (which generate low margins) and Increase the share of installers (to generate better margins)
Challenge: get the teams to accept the new organization of key accounts
Innovation : Creation of a team dedicated to non addressed market : middle size installers
Result: Significant commercial performance of the new Division starting from the first implementation year, siginificant growth of key accounts results
Increase Company Profitability
Target: Increase company profitability in crisis period (high value of petrol barils)
Challenge: Increase prices without losing Customers and reduce customer cost by tuning the commercial organization based on customer revenue and not customer "name"
Innovation: Launch a 360° price study including market price evaluation, customer profil "sensitivity & elasticity" on pricing, personalized the price increase based on customer profil
Result: Morocco finished with the best business robustness in the EEMEA region
International sales development
Target : Establishment of subsidiaries in Southern Europe and development of international sales
Challenge: Competitors weight 10 times more in turnover and are referenced by the major manufacturers of computer servers
Innovation: Implementation of a new "pay as you growth" product
Result: development of strategic sales partnerships in Asia Pacific and establishment of subsidiaries in Spain, Italy, BeNelux and Singapore
Startup development
Target : Development of the startup sales in Telecoms from scratch
Challenge : The technological expertise of the competitors is very important and their sales network is very present on the French territory
Innovation: use startup technological advance on international calls: our marketing strategy were therefore targeting foreigners living in France
Result: Setting company basics: sales structure - sales policy and marketing development, achieving a very good turnover from the 1st year, award from competition in SIRCOM event for the most innovative in the market
Restructuring of Moroccan Subsidiary
Target : Position the country in the Top 3 for customer satisfaction
Challenge: Creation of a new Customer department: including expanded scope with new call center services, CRM, digitalization tools, implementation of a new call center (internalized with externalized resources),
Innovation: ISO 9001 certification of the new Customer Department
Result: The Moroccan NSC is the leader in customer satisfaction in its market and the best subsidiary of Renault Group
New growth levers in Transport and Supply chain
Target: Develop the company on other axes than transport by plane
Challenge: Implementation of new products involving the road and the supply chain business
Innovation: Implementation of a road product in groupage, an "air - road" product, a supply chain solution involving full service import - stock management - door to door distribution
Result: high filling rate of the road platform and significant weight of the 2 air-road and supply-chain products in the company's turnover
Digital Transformation: Best Practices Sharing
Target : Achieve better and quicker company performance by exploiting existing best practices between countries
Challenge: Manage countries presentation towards a kit "on how to implement the best practice"
Innovation: worldwide best practice sharing instance between countries using webinar format with a digital platform allowing files / videos sharings
Result: several best practices implementation's between countries
Digital Transformation : e-reputation
Target: manage the company's brand image and reduce the risk of impact on volumes and market share.
Challenge: have points of sale managers' support to integrate the e-reputation in their daily life
Innovation: Allow the dealer in a single platform to respond to customer feedbacks from Google, facebook and others
Result: e-reputation tool Deployment in several countries and improvement of Customer satisfaction
New Growth levers and Business transformation in crisis time
Target: Find new growth levers to face the textile crisis (which has a great weight in the company's turnover) due to the sourcing of principals in China
Challenge: convince the company to find a profile of different customers
Innovation: Implementation of a product adapted to aeronautics including full service
Result: signature of a very large client in aeronautic sector who has become the company's best client
Digital Transformation: Sales Tablet under SalesForce
Target: increase the sales teams productivity and efficiency and follow simply the business Sales funnel
Challenge: change management for salespeople: moving them to a centralized digital tool
Innovation: have a Sales tablet available to the sales executive centralizing all the tools he is in need of during his face to face negotiation with the customer
Result: Deployment of the Salesforce tool integrated in a sales tablet proposing different information : such as the stock level, a live "video" demo of the product, real-time financing quotation
Bring the Renault Academy training center to increase the added value of training and to be a profit center
Target: Improve the skills and behavior of operational teams, dealers and affiliate management
Challenge: convince the top management and leaders of the network to deploy sales, technical and behavioral trainings for all teams
Innovation: Deployment of a Coaching Customer Mindset training for dealers impacting all teams including managers of points of sale: scope definition , professional coaches selection, Decision making with the country management committees,
Result: The skill level of the teams has greatly increased, positively impacting the level of customer satisfaction