Customer reference
ASENDIA MANAGEMENT
Asendia is a global leader in e-commerce and mail solutions, delivering to over 200 destinations worldwide. Backed by La Poste and Swiss Post, Asendia supports e-tailers with services such as webshop software, logistics, and its e-PAQ range for international deliveries. Employing over 1,500 people across Europe, the UK, Asia Pacific, and the USA, Asendia combines local expertise with global reach. Committed to sustainability, it is fully carbon neutral, offsetting emissions from transport, operations, and parcel returns. Asendia also provides reliable solutions for business mail, marketing mail, and publications.
The context
Harmonising CRM across 15 international subsidiaries
ASENDIA MANAGEMENT is a global provider of e-commerce and mail solutions, supporting international deliveries and postal services for businesses and consumers worldwide.
Before the project, each of Asendia’s international subsidiaries managed customer relationships and commercial activities with its own practices and tools, leading to fragmented processes, limited visibility across countries, and difficulties in tracking customer interactions and support tickets at a global level.
The objective was to achieve consistent and efficient customer relationship management worldwide, ensure coherent business processes across all subsidiaries, and provide reliable, consolidated information to the 330 users who manage sales, marketing, and customer service every day.
Their needs
A single CRM to align global sales and customer service
Asendia wanted an integrated CRM capable of centralising commercial management, standardising business processes, and improving the tracking of customers and tickets across all of its international subsidiaries.
- Centralise commercial and customer data in a single CRM solution.
- Improve and structure customer and ticket tracking for a global organisation.
- Harmonise business processes and the CRM information system across 15 international subsidiaries.
- Provide shared, reliable information to the 330 users involved in sales and marketing activities.
The proposed solution
A centralised SugarCRM platform for global customer management
Captivea France implemented SugarCRM for Asendia as a centralised CRM platform, designed to harmonise business processes and the CRM information system of the 15 international subsidiaries. The new solution centralises commercial management as well as customer and ticket tracking, giving 330 users a shared, up-to-date view of customer relationships and supporting a more structured, efficient way of working across the entire organisation.
The first step of this project is to carry out a complete analysis of the client's Odoo environment.
Analysis objectives
- To gain confidence in the feasibility
- To demonstrate that we understood their business
- To confirm a budget
- To define and confirm how we will execute the project
- To establish the timeline
Analysis processes
- Business discovery
- Workshops by theme / group of people / domains
- Create the deliverable documents
- To present the plan
- Handle feedback
"Since implementing Odoo with Captivea, we now have a solution that fully supports our business. I can check our revenue at any time, see exactly when it was generated across all my restaurants — everything is possible. If I want to, I can simply take out my phone, open the Odoo app, access any of my restaurants, sit right here, and place an order directly."
The results
Benefits & returns on investment
What the client gained, day after day, once the solution went live.
Time saving
- Centralised organisation of financial documents
- Generate quotes in a few clicks
- Quick sharing of documents
- Simplified supply management
- Automation of intervention schedules
Productivity gain
- Centralised management of leads and customers, increasing sales team efficiency
- Smoother order processing with real-time stock tracking
- Clear visualisation of performance and key indicators
- Quick access to employee information
Increase in sales
- Improved client satisfaction through faster project delivery
- Improved time management to help allocate resources to your most profitable projects
- Identify additional requirements through detailed ticket analysis
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