In spring of 2019 – about one year before the beginning of the pandemic – Mr. Alisse and team deployed its CRM platform on Salesforce Sales Cloud, giving them the ability to capture recent service purchases, business information, news, and history about a given client in a profile-like record. The team also included Pardot, giving them the ability to integrate webinar lead generation and nurture activity. The result: a 360-degree view of each customer and/or prospective customer, which Business France uses to better understand and personalise interactions with the business community. So when COVID-19 hit, “we were prepared to address our clients’ needs at scale. Obviously we wouldn’t wish for this pandemic to have happened at all, but at least we had a system in place to rebondir et retourner au travail – to rebound and get back into action,” said Mr. Alisse.
The French government announced “France Relance,” its COVID-19 recovery plan that includes financial assistance for export goods, which translated into a voucher program: French SMEs with an international project can apply for vouchers to be used to buy services from several organisations, including Business France. To manage this, Mr. Alisse and team turned to their CRM platform, adding Experience Cloud which gives business owners a portal where they can log in, apply for a voucher, see status updates as their application is reviewed for eligibility, and collect it upon approval. “It is a rather sophisticated system that had to be put in place, and we only had a few weeks to implement it, answer technical questions, determine workflow rules, etc.,” said Mr. Alisse. “It has been live for a week now, and we have already processed close to 200 vouchers.”
In its deployment, Business France also included:
Salesforce Platform: Low-code application development tools that enable Business France to configure fields and customise workflows, especially critical in crisis management scenarios that often call on teams like Mr. Alisse’s to respond to new information, support new programs, and match the market in terms of agility.
Salesforce Shield: Platform encryption, event monitoring, and compliance audit capabilities offer an extra layer of security for a mission that manages company records, financial data, and sensitive information.
Einstein Analytics: Business intelligence tools give Business France interactive, web-style reports and dashboards that the team is using to surface trends, pinpoint catalysts, and develop the kind of data-driven insights organisations need when being asked to make quick, unprecedented decisions. The team has used these intelligence tools to build dashboards that display user adoption data in particular, giving Business France visibility to the number of employees maximizing the cloud investment.
CPQ: most recently, Business France purchased CPQ, giving Business France a set of tools that calculate quotes, make adjustments for specific pricing rules (think: package discounts, additional eligibilities, etc.), auto-populate form fields, and more.
Mr. Alisse and team worked with several cloud ecosystem partners to bring this to life, including eSignature partners for document management, AppExchange partners for surveys, and even “integrated third-party systems, like start-ups from the ‘French Tech’ community,” said Mr. Alisse. “We’re offering comprehensive services and strengthening our relationships with the business community, at a time when we need each other most.”