Denis Dehier

Client: Suez Eau France (Environment)

Mission: Steering and coordination of the implementation of the new Customer Relationship Management system

Activities: Implementation of the Salesforce Service Cloud solution as part of the "Customer Relationship of Tomorrow" program

Inetum, a Salesforce partner, is the integrator of the solution

Design and implementation of CRM solutions meeting the new customer management requirements defined by Suez Eau France and enabling 360° customer management

Implementation of omnichannel and multichannel management (email, phone call, web portal, etc.) of customer relationships (AirCall, Odigo, Salesforce Experience Cloud, Salesforce Service Cloud) for Water and Sanitation activities. Synchronization of data between the CRM application and the Oracle Customer Care and Billing (CCB) software package.

Mission: Organization and supervision of project execution in Sales, Marketing, and Customer Experience domains.

Activities:

- Redesign of customer-facing functions (CRM/Salesforce) and connected services management (Telematics) as part of the Customer Experience program and digital transformation of Nissan Europe. Omnichannel and distributed customer relationship management. Salesforce was the chosen solution for 360° customer management (subsidiary, Call Center, dealer network, etc.).

- Implementation of a multichannel marketing campaign management solution (Adobe Campaign).

- Contribution to the digitalization of business processes for ordering, sales, and after-sales (e-Commerce).

- Ensuring application compliance with the European directive on personal data protection.

- Participation in the migration of the Sales and Marketing application portfolio to a PaaS platform (Private Cloud).

Organizational Management:

- Participation in Vendor Relationship and contractual terms management.

- Optimization of resource allocation (Capacity Planning and skills mapping).

- Project execution according to Agile (Scrum) methodology principles and implementation of DevOps practices.

- Collaboration in the setup of Nissan's offshore Service Center (India).

Resource Management:

- Supervision and coordination of project teams including offshore development centers (offshore centers in India: 66 people).

- Management and evaluation of internal employees (multicultural context).

- Professional repositioning to meet the new operational model (skills assessment, positioning for new roles, adequate training plan, support, etc.).

Operational Management:

- Coordination and validation of various activity phases (compliance, milestones, deadlines, workloads).

- Budgetary monitoring (€4.8 million) and financial monitoring (forecast, costs, provisions, depreciation, etc.).

- Leading steering committees and participating in management committees.

Application Environment:

- SaaS mode solution (Salesforce Service Cloud).

- Distributed n-tier architecture and PaaS platform (Java platform; Siebel).

- Centralized architecture (MVS System).

Mission: Optimization and reliability of maintenance activities. Establishment of the validation department within the Information Systems Department.

Activities:

- Maintaining operational status of business applications.

- Improving production quality and ensuring the reliability of the technical infrastructure.

- Defining the quality process for testing activities, strategy, and test conditions.

- Contributing to the project for redesigning customer management processes (Salesforce) and contract subscriptions (digitalization).

- Leading the implementation project for the new accounting and financial system.

Organizational Management:

- Managing vendor relationships and contractual terms.

- Implementing activity management and monitoring processes, continuous improvement.

Resource Management:

- Managing and evaluating internal employees.

- Personalized support (professional development, skills enhancement, training plan, etc.).

- Capitalizing on skills, knowledge, and best practices (Knowledge management).

Operational Management:

- Prioritizing activities in accordance with business expectations.

- Leading and coordinating the Heritage and Validation teams (41 people).

- Monitoring and validating various activity phases (compliance, milestones, deadlines, workloads).

- Budgetary monitoring (€4.2 million) and financial monitoring (forecast, costs, provisions, depreciation, etc.).

- Leading steering committees and participating in management committees.

Application Environment:

- SaaS mode solutions (Anaplan; Sage; Salesforce Service Cloud; Tagetik).

- Distributed n-tier architecture (Java platform; Business Object).

- Centralized architecture (AS400 System).