Natixis mutualise its give customers grce to the CRM

Opinion D `expert – at the end of 2003, Natixis Have Management, subsidiary of Natixis, dcide of dployer a business package of the client relationship. This project CRM implies the swing D `a culture paper towards a logic of division of give customers.

at the end of 2003, the subsidiary company of Natixis ddie management D `active, Natixis Have Management, initiates a dmarche D `amlioration of the client relationship. The project rests in particular on the installation D `one whose commercial ones will be the first users.
# Main aim of the tool: to allow to store and grer give them relating to the customers, and thus to constitute a rfrentiel customers. Among offers CRM then been worth appear those of PeopleSoft, Siebel and Pivotal. C `is finally which is retained, judge less « club-footed black » that concurrent solutions.

intervenes in the project in qualit D `intgrator. The dveloppements for the first batch dbutent in March 2004, for a delivery in July. The fonctionnalits of management of the contacts, the opportunits, and appointment management are thus implmentes. In September, C `is the shutter vnementiel which is finalis (cration of demonstrations in the tool, invitations of prospective customer, gifts of fine D `Anne…).
# « At the end of 2004, we have moreover dcid to pass in third party maintenance »
# « Batches of size more rduite then came to enrich the application by CRM, in order to allow us for example D `to subscribe our customers of the publications, but also of raliser of the sendings relating to the realizable values and the reporting. At the end of 2004, we have moreover dcid to pass in third party maintenance » , explains Jolle Gouraud, responsible CRM of Natixis Have Management.

D `other changes on the tool will intervene four years later through the migration towards version 5. 9 of Pivotal and the new intgration workflows. With this occasion, Logica replaces Capgemini in so much qu `intgrator. The bearing workflow on the rclamations of the customers galement is galement re-examined so D `to imply several services of the company.

Lastly, Natixis Have Management amliore the qualit of the intgration between its CRM and its lectronic transport, while giving up with the profit of. « Lotus posed problmes of synchronization which obliged in particular the commercial ones to seize again their go. Only once is enough dsormais. They also can, with simplicit, to import or export emails » prcise Jolle Gouraud.

« For commercial quipes, change N `TAIT not minor with the dpart »

technique N `is not however the only aspect of the project of CRM which today includes aujourd `a little less than 150 users. By its impact on the activit daily of the salaris, the implmentation of the tool S `east accompanies D `a dmarche in control by the change.

« The lment central one, C `is the adhsion of the users. That S `does not obtain a day at the following day. It S `acts neither more nor less than to pass D `a culture paper a logic of division of information. For commercial quipes, change N `TAIT not minor with the dpart » , it responsible CRM of Natixis insists Have Management.

« We have envisag to make us help by a cabinet spcialis. Any S `is finally led in-house grce of the simple actions: workshops associating the users cls when designing batch, actualits on the Intranet before launching, journes of formation …