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SugarCon 2013: Leveraging Customer Loyalty Programs to Drive a Great Customer Experience

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Dag Unhjem& Christopher Østby, Tollpost Globe AS Tollpost Globe deliver world-class logistic services and offer future-oriented solutions that create competitive benefits for their customers. For Tollpost Globe it is all about partnership to increase their customers competitive edge. This session will discuss the implementation of a loyalty program providing substantial value and how SugarCRM has been a vital part to leverage the possibilities in the program. It is all about providing a 360 degree view of the customer empowering all employees in the company. Furthermore the session will discuss the business benefit of Tollpost Globe’s SugarCRM implementation and plans for further development creating the platform to enable an exceptional growth rate in the future.

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Leveraging Customer Loyalty Programs to Drive a Great Customer Experience Dag Unhjem, CTO, Tollpost Globe AS Christopher Østby Andersen, Ass. Director Sales, Tollpost Globe AS
AGENDA • Tollpost Globe in brief • Building a platform for growth • Results • Future plans
Tollpost Globe in brief Competitive edge
TOLLPOST GLOBE IN BRIEF • Leading logistics provider • Yearly revenue €550 000 000 • 1600 employees incl 400 drivers • Subsidary of PostNord - Swedish and Danish Post - 5,5 billion in yearly revenue • 500 SUGARCRM users
COMPETITIVE EGDE
COMPETITIVE EGDE
OUR JOURNEY
CUSTOMERS
Building a platform for growth Building a platform for growth
A PLATFORM FOR GROWTH
SUGARCRM – “The obvious choice” • From Siebel to Sugar • TCO • Flexible • Professional partner..
INCREASED SERVICE • E-services • Requests – Including statistics – Fully integrated with Sugar • SLA • Internal communications – Handled in Sugar
ONE VIEW OF THE CUSTOMER • For all • Activities • Documents • Requests • Revenue • SLA • Loyalty program
CONTINUOUSLY DEVELOP • Relevance • Continuously development • Ownership
Results – so far Some measures of success!
FOGGY NAVIGATION
SOME MEASURES OF SUCCESS
Future visions and plans Creating unique business opportunities
SOCIAL BUSINESS • Social business – A part of our loyalty program – Secure and document internal processes – IBM connection
PROACTIVE BEHAVIOR • Enable proactive behavior • Automatic handling • Marketing automation
Thank You

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SugarCon 2013: Leveraging Customer Loyalty Programs to Drive a Great Customer Experience

Editor's Notes

  1. Geeta’s update: I changed the color of the font for CRM in SUGARCRM in the title.
  2. Geeta’s updates: On all slides, I just made the font size of titles of the slides to 40.And I removed the Subtitle from this slide as there was not any.