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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.