This document summarizes Salesforce implementation at Van Gansewinkel (VGG). VGG uses Salesforce for marketing, sales, service and waste processes across desktop, mobile and a customer portal. IT focuses on business needs and uses a transparent change process involving key users. A change board meets regularly to prioritize projects. VGG also uses over 30 AppExchange apps and some custom apps. Key learnings include being transparent, letting business prioritize and decide, training key users, and using a mix of Salesforce and apps for flexible processes.

1. Classic software Salesforce
External development Hybrid development
Dependent on supplier Free to go
Old technology New technology
Integration via ESB Easy integration new/other
applications
Slow development Rapid development
High costs Low costs
…… ……
Living in two worlds

2. 2
Salesforce @ Van Gansewinkel
• Implementation started in 2009
• 750 Sales Cloud, 20 Service Cloud users in 4 business units
and 3 countries
• Recently started with Marketing Cloud.
• Supporting Marketing, Sales, Service and Waste
specific processes
• Used on desktop and mobile (iPads/Surface/Phone)
• +30 AppExchange apps
• MyVanGansewinkel web portal connected to Salesforce

3. How IT works at VGG
Connection
o Our main focus is our Business
o IT is budget holder for all IT related projects
o Internal consultants have business background
o Connect at all levels of the business
o Regular BIM’s
o Frequent Change Advisory Board.
Change process
o Proactive attitude towards business
o Transparent Change process with business
o Let business decide and prioritize
o External orientation to stay up-to-date
o Install and train Key-users

4. CRM Change Advisory Board
• Change Advise Board
o 4 Belgium key-users
o 2 Dutch- key-users
o 2 Marketing key-users
o 1 Business Process Consultant
• Meeting every 3 weeks
• Goals
o Update projects
o Prioritize changes
o Discuss change details
Platform Board

5. • 35+ App exchange applications (Free and Paid)
o Docusign
o Drawloop
o Dupecatcher
o Account inline hierarchy
o Business View (Cendris / Post NL)
o SF Agile accelerator.
o Field trip
o Map anything?
o ……..
• 7 Self build applications non CRM related
o MS-DOS (Digital Order block)
o HR Force
o Legal Force
o IT asset management
o Ecosmart (Employee planning/registration)
o Employee tip
o Vlarema (temporary app)

6. Key learnings
• Be transparent and proactive
• Let business discuss, prioritise and decide
• Install, equip and train Key-users (Train the Trainer)
• Mix of Salesforce and AppExchange tools lead to flexible and efficient (CRM)
processes
• High user adoption (full integration)
• Apps improve

7. 12
Changing is difficult!
Not changing is fatal!