Background
TotalEnergies' mobility and new energy services for professionals were running on a legacy Oracle CRM, with country-by-country processes and manual journeys. The business needed one commercial backbone across Europe and digital paths that worked the same way in every market.
The brief
Migrate the entire commercial CRM stack to Salesforce and Dynamics across five European countries, on a tight schedule, and design fourteen B2B and B2B2C digital journeys for client acquisition and subscription — addressing the need for market expansion throughout the region.
The solution
An end-to-end migration program shipped over multiple years, covering business process scoping and design, change management, multi-country rollout, project communication, user training and post-launch support — with QA running on every release.
Milestone
5
Countries
covered
+600
Users
impacted
+400K
Clients
managed
9M
Invoices
processed
The goals
Three goals, one migration.
/01
Tight deadlines.
Address the strategic and financial challenges of a CRM migration within tight deadlines, without freezing the business in between.
/02
Team efficiency.
Enhance the efficiency of commercial and back-office teams with tailored tools and processes that fit the way they actually work.
/03
Customer journeys.
Optimize customer journeys to boost conversion rates and achieve business goals across the five European markets.
Key results
Numbers from the field.
Sales efficiency.
Commercial teams handling more accounts in less time, on tooling tailored to their workflow rather than a generic platform.
Conversion rate.
B2B and B2B2C digital journeys redesigned end to end — friction removed, identity and pricing logic moved upstream.
Faster lead processing.
Reduction in lead processing time, with automated routing and back-office handoffs aligned across the five countries.
User adoption.
Adoption rate across +600 users impacted, sustained through multi-country support, training and post-launch governance.
The model
A 360 degree view of the customer.
The new commercial stack is built around a single customer vision — five dimensions that the front line, back office and executives all read from the same dashboard.
01
Optimized workflows.
02
Customer experience.
03
Advanced analytics.
04
Service excellence.
05
Real-time dashboards.
Scope of work
Shipped, country by country.
Change management.
Business process scoping and design.
Project management.
QA testing.
Multi-country support and user training.
Project communication and post-launch support.
All work
Back to selected work.Two engines
Strategy meets execution.
Make the call with us.
Tell us the decision you're trying to make. Strategy, transformation, performance or AI.
Start a brief