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Transforming the end-to-end journey for Enterprise customers

Proximus

Proximus is a leading telecommunications & ICT company operating in the Belgian and international markets with revenues of €5.9bn, providing services to the residential, enterprise and public markets.

Proximus set new industry standards for customer experience with CloudSense

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    Proximus is a leading telecommunications & ICT company operating in the Belgian and international markets with revenues of €5.9bn, providing services to the residential, enterprise and public markets.

    Proximus’ ambition is to become a digital service provider, connecting everyone and everything so people live better and work smarter. As part of this quest, Proximus conceived the Excite transformation project to deliver a superior digital customer experience for Enterprise customers.

    Excite aims to transform the end-to-end journey for Enterprise customers, ensuring Proximus can offer, quote, implement, sell, invoice and manage professional solutions seamlessly.

    To achieve this Proximus is undergoing a full green field implementation, replacing all legacy applications with cloud based solutions. The Excite transformation is simplifying and digitizing processes, streamlining Proximus’ product offering and increasing efficiencies through a faster time to market and reduced IT costs.

    Proximus selected CloudSense, alongside Salesforce’s CRM, to deliver an essential part of the Excite project. Proximus is transforming their selling and ordering experience for Enterprise customers with CloudSense’s Salesforce-native CPQ, Order Management and eCommerce functionality.

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    Barriers to delivering an exceptional customer experience

    We spoke to Jeroen Degraeuwe, the Business & IT Lead for the Salesforce and CloudSense implementation at Proximus, about the Excite transformation project and CloudSense’s pivotal role within the project.

    First we discussed the barriers that had previously prevented Proximus from delivering the customer experience their business customers expected; Jeroen Degraeuwe shared some of these challenges with us.

    A slow, out of date CRM

    Before selecting CloudSense and Salesforce, Proximus used a legacy CRM system that quickly became a burden. Degraeuwe explained, “It took five years to upgrade the CRM to the next version, and that immediately became very outdated. The time it took to make changes as well as the system’s inability to digitize processes meant we had to find a new CRM.”

    Disjointed and inaccurate quoting

    Proximus also suffered from a disjointed landscape of multiple complex, excel-based quoting tools. This led to a limited view of customers across channels and prevented the provision of a joined-up customer experience.

    In Jeroen Degraeuwe’s words, “Pre-sales created their own excel quoting system for each solution, these were not integrated with feasibility checks or downstream systems and involved a lot of manual processes which led to errors. Keeping them up to date was also a very labour intensive, time heavy job.”

    Limited digital experience

    The disjointed nature of Proximus’ quoting tools meant that any possibility of exposing functionality to enable online self-service for customers was out of the question.

    High maintenance costs

    Eventually the maintenance costs, reliance on manual processes and the sheer time it took to complete upgrades meant that Proximus had to find a new CRM and quoting application

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    Creating a truly customer-first transformation

    To ensure their solution would be customer-centric, Proximus began the Excite program with their ‘voice of the customer’ program. This entailed selecting more than 50 customers to take part in multiple workshops that would define the scope and priorities of the program.

    The workshops revealed that customers’ main pain points were the difficulty of completing interactions online, a lack of clarity on the statuses of proposals and orders, and the incomplete view of their contracts with Proximus.

    Having initially defined their customers’ main pain points, as well as pressing internal challenges, Proximus addressed these problems with the Excite program. The voice of the customer program was also used during the implementation of Excite to ensure the program remained in line with customer expectations.

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    Providing a contract-centric end to end journey for Enterprise customers

    Proximus selected CloudSense to provide the contract-centric principles that guide the entire Excite program. Jeroen Degraeuwe explained the process, “Quotes and proposals, based on CloudSense’s product catalog, are shared digitally with customers to review and sign. The resulting contracts are used to determine orders, provisioning and invoicing, as well as to deliver the 360-degree view of a customer’s entire purchasing history that ensures they are always given the right service and support.”

    Alongside contract management, CloudSense’s single product catalog and eCommerce functionality increases Proximus’s agility and provides their sales team, field sales, customer service agents and partners enhanced cross and upselling capabilities, while making it easier to bundle, sell and deliver to their Enterprise customers.

    The CloudSense Platform informs the full commercial lifecycle, including the guided selling of products, prices and promotions. By exposing CloudSense’s eCommerce functionality, Proximus enables existing customers to easily change and renew their existing services and manage orders online.

    With CloudSense, Proximus brings together the sale and delivery of all their Enterprise products and services –from fixed and mobile voice and data, to ICT on premise and in the cloud, Proximus now deliver across every sales channel to provide the joined-up customer experience their business customers desire.

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    “Surpassing customer expectations with a fully digitized customer experience”

    Excite is completely revolutionizing Proximus’ customer experience, as well as the way the company works. The project’s transformative impact is clear once you see the tangible benefits CloudSense and Excite will deliver for Proximus:

    • The average lead time for quotes will reduce from 13 days to 1 day.

    • The automation of processes will substantially lower the costs as well as reducing manual errors and delivering a more accurate service.

    • The introduction of self service will transform the customer experience, with the Excite program aiming to increase the percentage of that can be done via self-servicing portal from 1% to 90%.

    With a raft of other improvements to come following the fruition of the project, Jeroen Degraeuwe summarized the importance of the CloudSense solution:

    “CloudSense gives us the ability to fully map and optimize customer touch points in the ‘find and buy’ area, this lets us surpass customer expectations with a fully digitized customer experience and flexible approach.”

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“CloudSense gives us the ability to fully map and optimize customer touch points in the ‘find and buy’ area, this lets us surpass customer expectations with a fully digitized customer experience and flexible approach.”

Jeroen Degraeuwe, Business & IT Lead for the Salesforce and CloudSense implementation at Proximus