“Through using cloud-based services, it is helping us achieve our goals to get even closer to our customers.” Georges Sawaya, CIO Chronopost

About Chronopost
Founded in 1985, Chronopost is France’s leading player active in the express delivery of parcels weighing up to 30 kg to both businesses and consumers, worldwide.Chronopost employs 3,500 people, handles 250,000 parcels each day and had a turnover of 637 million euros in 2008. In France Chronopost has a network of 76 operational sites including 6 hubs. Chronopost serves more than 230 countries in Europe and worldwide.

The challenge
The express delivery industry is extremely competitive. To stay ahead of their rivals, Chronopost had to increase their market share and improve customer loyalty. But this required complete visibility of customers’ changing needs. And the ability to get sales, marketing and support working together to meet them. This meant measuring business performance and profitability to make sure they moved in line with changing market conditions.

Our answer
For Chronopost it was essential to keep their customers close. By knowing their customers better they would have greater insight into exactly what they wanted. Meeting their expectations would prevent customers taking their business to the competition. With that in mind, we merged all the customer management processes into one central, cloud-based system. This could be shared easily between marketing, sales and support.

Working together, we are establishing the best way to set up the Sales Cloud and the Service Cloud applications from salesforce.com. And then how best to migrate to the new system and roll it out across the company. Leveraging the ability of the Force.com platform means the cloud-based application is customised to precisely fit customer requirements.

A success story
A cloud-based service gives our client some critical and powerful benefits. Getting this service ready-to-use is much faster.

This project is the first step in delivering Chronopost’s IS transformation. We are continuing to collaborate with them to define a global strategy. One that will result in a truly agile information system. So that they will be able to support increased growth by providing their customers with quick, innovative and cost-effective services. On the cloud and off.