Sage CRM success story - Veolia

Sage CRM Customer Success

Sage CRM helps Veolia strengthen its local and international business

Customer Veolia Water Solutions & Technologies Industry Water Treatment Solutions Location France Solution Sage CRM

‘The configuration ability of the Sage CRM solution enables us to adapt to the specificities of each country, and specifically to their local client relation and working methods.’

Shaun Summers, Global Sales Tools Manager

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To optimize the overall customer relations approach used by its subsidiaries spread across more than 50 countries, Veolia Water Solutions & Technologies decided to centralize its management and with Sage CRM. Veolia Water Solutions & Technologies is a subsidiary company of Veolia Water, a company specialising in the production and sales of water treatment solutions. The company, which primarily works with local and regional organizations and businesses, is present in over 50 countries worldwide via approximately one hundred subsidiaries.

Challenge Veolia need to standardize and optimize its global customer relationship management tool in order to improve visibility and enable its subsidiaries to work together better.

“Up until 2009, each of our subsidiaries had its very own customer relations management tool, explains Shaun Summers, Global Sales Tools Manager at Veolia Water Solutions & Technologies. In order to access and monitor our subsidiaries’ sales operations, we had to group together all the data in spreadsheets, which was a long, tiresome process open to errors.

In order to improve our visibility and enable our subsidiaries to work better together, we needed to centralize our customer relations management”.

The company therefore began looking for a standardization solution which could be adequately configured to adapt to the specificities of the countries in which the subsidiaries were located. “We found what we needed with Sage CRM, as it provided a solution to this primary specification constraint,” says Shaun Summers.

Solution Sage CRM provided a solution for Veolia’s business needs and gave it the ability to adapt Sage CRM to the specific needs of each subsidiary.

Results Veolia now has greater visibility on the overall sales operations of each of its subsidiaries, allowing it to optimize the group’s chances to close deals. By centralizing its data, Sage CRM contributes to strengthening the business centrally and locally within each country.

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‘With the SaaS model, the deployment of Sage CRM within each subsidiary takes place much more easily.’

Shaun Summers, Global Sales Tools Manager

An intuitive and configurable solution After having deployed a CRM solution which turned out not to be very intuitive, Veolia Water Solutions & Technologies turned to Sage CRM in 2009.

“About fifteen of our subsidiaries, which were already equipped…by Sage, were already familiar with this software vendor’s philosophy,” says Shaun Summers. “On the other hand, the configuration ability of the Sage CRM solution enabled us to adapt to the specificities of each country, and specifically to their local client relation and working methods. With this solution, we also adapted, for each country, the “key accounts” function, which incorporates contact sheets, opportunities, etc…”

Support with such configuration was provided by the partner, Sage Androcom. “Androcom’s expertise has proved indispensable in order to adapt Sage CRM to comply with all countryspecific limitations and to provide training on the software,” say Shaun Summers. In addition, the Androcom service offers soon proved to also be indispensable when optimizing the Sage CRM software”.

The SaaS model for easier deployment When selecting Sage CRM, Veolia Water Solutions & Technologies opted for the SaaS model owing to the good price-quality ratio generated.

“A choice which we do not regret,” says Shaun Summers. “Often with CRM software in license mode, you have to wait three years before seeing a return on investment. SaaS eliminates the need for the initial investment, which in our case is large owing to the number of licenses which we need. SaaS also allows us to benefit from numerous service offers, such as automatic updates. Yet another advantage, with the SaaS model, is the much easier deployment of Sage CRM within each subsidiary. An advantage which is very much appreciated when you consider the number of licenses which we have to implement”.

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In 2013, the company deployed the solution to 1,000 users across the globe. Since 2010, it has already been set up for more than 500 users in France, England, South America, Australia and China.

Improved management of requests for proposals Veolia Water Solutions & Technologies now has good visibility on the overall sales operations of each of its subsidiaries. “Such visibility enables us to optimize the group’s chances to close the deal, specifies Shaun Summers. In actual fact, by centralising our data, Sage CRM contributes to strengthening our business, centrally but also locally, within each country”.

About Sage CRM Over 15,000 small and medium sized companies across the globe use Sage CRM every day to accelerate sales, drive business productivity and make every customer interaction count. It is used by enterprising, growing companies seeking new ways to interact with customers, leverage the power of social media and take advantage of the latest mobile developments to further grow their business. When combined with Sage ERP, our customers enjoy better business insight, increased efficiencies and productivity, and gain a single, customer-centric view across their entire business. So whether you’re just starting out or have already grown to several hundred employees, Sage CRM can help accelerate your business success.

Accelerate your business success with a free 30-day trial at www.sagecrm.com

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