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 like 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 their own practices and tools, leading to fragmented processes, limited visibility across countries, and difficulties tracking customer interactions and support tickets at a global level.
The stakes were to gain 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 and 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 perform a complete analysis of the client's Odoo environment.
Analysis objectives
- To be reassured on the feasibility
- Show that we understood their business
- To confirm a budget
- To know and confirm how we will do it
- Know the timeline
Analysis processes
- Business discovery
- Workshops by theme / group of people / domains
- Create the deliverable documents
- Present it
- Handle feedback
“The implementation of a new CRM solution made it possible to harmonise the business processes and the CRM IS of the 15 international subsidiaries. Today 330 people use SugarCRM at Asendia, our customer relationship management has really evolved.”
The results
Benefits & returns on investment
What the client gained, day after day, once the solution went live.
Time saving
- Centralized organization of financial documents
- Generate quotes in a few clicks
- Quick sharing of documents
- Simplified supply management
- Automation of intervention schedules
Productivity gain
- Centralized management of leads and customers, increasing sales team efficiency
- Smoother order processing with real-time stock tracking
- Clear visualization of performance and key indicators
- Quick access to employee information
Increase in sales
- Improved client satisfaction through faster project delivery
- Better time management that helps allocate resources to the most profitable projects
- Identification of additional needs through ticket analysis
Does your project look like this one?
Let's discuss your challenges with an expert in your industry.