Edouard Coquerel

Leading the diagnosis and definition of customer relationship strategy.

• Exploring AI opportunities: identifying and prioritizing high-impact use cases to optimize customer experience and operational performance.

• Assisting a client in selecting a unified CRM tool.

• Design and creation of pre-sales and after-sales customer service.

• Definition and validation of customer experience strategy, organizational steps, internal and inter-departmental workflows, processes (Salesforce), KPIs and SLAs, with a ramp-up plan for HR and customer service budget for pre-sales, sales, and after-sales, as well as workflows with external charging and assistance partners.

• Management of the customer service provider (Comdata) followed by internalization.

• Member of the Executive Committee in charge of the services P&L: after-sales, technical training, design office, sales administration, spare parts and consumables, logistics, hotline.

• Audit of activities, distribution, and competitive environment, definition of the progress plan, as well as axes and means for revenue development.

• Recommendation plan to senior management regarding customer relationship organization and evolution.