This case study tells the story of Sodexo (Pluxee), a leader in quality-of-life services and the benefits and rewards industry. With a strong history of strengthening enterprise relationships and fostering business loyalty, Sodexo faced the challenge of managing diverse and extensive data while maintaining high customer service standards.

See how, thanks to Salesforce solutions, Sodexo managed to transform the sales processes and improve lead management. Learn more about how the strategic implementation of Salesforce Sales Cloud and Marketing Cloud transformed business operations, the project scope, the challenges and solutions, and the extraordinary business results.

Who is our client?

Sodexo is a global leader in quality-of-life services and the benefits and rewards sector. Sodexo has supported enterprises in creating lasting bonds with employees and achieving business loyalty for over two decades.

Sodexo , Pluxee
What was the challenge?

Sodexo BRS (Benefits and Rewards Services) faced the challenge of managing large and diverse data while maintaining high customer service standards. The company aims to increase customer engagement, improve the delivery of rewards and benefits, and maintain a competitive advantage in a dynamic marketplace. Operating complex compensation systems and ensuring customer satisfaction in different cultural and regulatory contexts is a significant challenge.

Project scope:

  • The digitalisation of the product offer: building a user-friendly and scalable bidding process, for example, a virtual card or e-vouchers, as well as solutions improving internal processes, such as a CRM or a marketing automation tool which required a thorough change.
  • Focusing on a customer is understood as the provision of top-notch customer service.
  • Sales effectiveness – optimising sales representatives’ working time to improve customer satisfaction and employees’ productivity.
Business goals
  • Sales support

    SMB Sales Growth

    skilful assessment of the business’s potential

  • leads

    More marketing leads

    ensuring the flow of information between marketing and sales

  • Process compliance

    Process compliance with the Group

    consistent KPI reporting of the sales process throughout the Sodexo group

  • work comfort

    Providing sales representatives with greater work comfort

    better CRM adoption, increasing productivity with mobile app, online access.

Implemented solution - how it relates to the challenges

To achieve the assumed business goals, it was proposed to implement Sales Cloud and Marketing Cloud.

The project was implemented in the T&M model. The project team estimated each sprint, and the estimate was included in the order. Then, as part of the sprint, the work was accepted by the PO on an ongoing basis, and after each sprint, a timesheet with the team’s hours was accepted.

Better CRM adoption, increasing productivity with mobile app, online access

Thanks to the project, the following processes are currently supported:

  • B2B leads:
    • increased number of MQL and SQL Leads
    • new mailing paths, landing pages
    • B2B sales leads are managed in HubSpot, and after appropriate nurturing, they are sent to the Sales Cloud
    • Craftware used a standard connector between HubSpot and Salesforce, but we added custom logic to collect marketing consent and complete information about product categories.
  • Customer segmentation
  • Integration with Bisnode to obtain financial data
  • Integration with AML (Anti Money Laundering) to cover the process of preventing money laundering
  • Offering carried out using CPQ
  • Implementation of an engine for calculating the offer margin
  • Tenders: a dedicated sales process carried out on Opportunity
Salesforce Technology used
Achieved benefits

Thanks to the project digitisation and CRM strategies, the assumed goals were achieved and strengthened Sodexo’s position.

  • New quality in the sales process – it is fast, iterative, and transparent.
  • Accelerating the offer creation and acceptance process.
  • Optimising work with contractors.
  • Secured contracts by validating them with a CPQ tool.
  • Minimising the need to interact with the back-office department.
  • Transparent and consistent lead management process.
  • CRM

    better CRM adoption

  • increase in sales

    increase in sales

  • Lead Generation

    organising the B2B lead acquisition process

  • mobile app

    mobile application and online access

  • control

    better control over offers and contracts

  • compliance

    all sales and marketing processes in line with group guidelines

  • HubSpot

    HubSpot integration

  • ERP integration

    ERP integration

  • Sodexo, our client, is satisfied with the cooperation with Craftware and with the results achieved thanks to the implementation of Salesforce solutions and has decided on another joint project to implement Service Cloud.

This case study has demonstrated how the targeted application of Sales Cloud and Marketing Cloud solutions can profoundly transform a global enterprise’s operational efficiency and customer engagement strategies. For Sodexo, the implementation journey was not just about technology adoption; it was a strategic move towards digitalisation, enhanced sales effectiveness, and process optimisation.

The successful collaboration with Craftware has met Sodexo’s expectations, yielding a new quality in sales processes, streamlined offer management, and robust lead management. Integrating Salesforce solutions has facilitated a faster, more transparent, and customer-centric approach, aligning with Sodexo’s goals.

The satisfaction and continued partnership with Craftware for further projects, including implementing Service Cloud, underscore this initiative’s substantial benefits and positive impact on Sodexo’s business trajectory.

Interested in achieving similar results for your business?

 

Jakub Poznański

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