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An invitation too good to pass up

by Madeleine Coutanceau
October 12, 2015
Customer relationship management

My name is Madeleine Coutanceau (aka: Mads). I am the Group Process Administrator at simPRO Software, which means that I document, audit, and implement current and new operations processes. This role was offered to me over a year ago as a result of the company growing at such a rapid rate. simPRO understood the need to have a defined set of operational processes that ensure our service to our customers is uniform across the world.

Over the last couple of months I have been tasked with a project to help choose and implement new internal systems into our business. simPRO is growing, and that growth means that we need more seamlessly integrated, robust systems with a customer service driven purpose. So, together with an internal systems committee, I have been looking at possible systems to move to. Salesforce was at the top of our list, and we decided to explore the options that this customer-focused system could offer us. We had lots of questions and, as our clients know, it’s a bit of a process to try and find something that will deliver all of our needs.

At the very beginning of the evaluation process, our Chief Operating Officer Alan and I were invited to attend Dreamforce, Salesforce’s annual conference in San Francisco. This is the biggest software conference in the world, and boy was it huge! A staggering 170K registrations, 1600+ sessions, 400+ partners, and 10M online viewers. They also had the likes of Stevie Wonder, The Foo Fighters, and The Killers playing, which was amazing. I had never experienced anything quite like it! I was inspired by how big and influential a software company can become and could imagine simPRO doing something similar in years to come.

Customer relationship management

We attended many sessions and keynotes, and talked to many of their integration partners and clients over the four insanely busy days. We slowly began to unravel the puzzle that was Salesforce and started to understand how we could use this product.

Learning about the product, attending the keynotes, talking to clients, and going to the incredible Dreamfest concert were the main highlights for me, all within the beautiful Melbourne-like city that San Francisco is.

The one thing that I took away from the conference personally was the excitement of being able to better serve our customers. We as a company have talked about this topic constantly for the last couple years; we have been putting on more staff to ensure we continually reach new heights. But only when I saw that this was the product’s main purpose and heard the way that the key founders of Salesforce talk about making your customers love you, did I see how it can truly impact your business.

As Chairman and CEO of Salesforce Marc Benioff said: 'There is no such thing as pre sales or post sales, there is only customer service'.

We are only at the start of our journey and I am confident that we will successfully implement the right tools for the business over time. Process improvement excites me, and this new project will move us forward in leaps and bounds.

So, as I say to myself: sit tight - this should be a fun ride!

Lover of fantasy books, computer games and good hair. Improving business processes for simPRO Software as the Group Process Administrator.

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