01 Background
TotalEnergies' mobility and new energy services for professionals were running on a legacy Oracle CRM, with country-by-country processes and manual journeys. The business needed one commercial backbone across Europe and digital paths that worked the same way in every market.
02 The brief
Migrate the entire commercial CRM stack to Salesforce and Dynamics across five European countries, on a tight schedule, and design fourteen B2B and B2B2C digital journeys for client acquisition and subscription — addressing the need for market expansion throughout the region.
03 The solution
An end-to-end migration program shipped over multiple years, covering business process scoping and design, change management, multi-country rollout, project communication, user training and post-launch support — with QA running on every release.
The sales floor
One platform, fourteen journeys.
Sales, service and operations work from one platform across Europe — the same record, the same rules, the same view, wherever the team sits.
The pillars
Three goals, one migration.
/01
Tight deadlines.
Address the strategic and financial challenges of a CRM migration within tight deadlines, without freezing the business in between.
/02
Team efficiency.
Enhance the efficiency of commercial and back-office teams with tailored tools and processes that fit the way they actually work.
/03
Customer journeys.
Optimize customer journeys to boost conversion rates and achieve business goals across the five European markets.
Scope of work