Securex runs every business unit on one Salesforce partner

The client

Securex is a Belgian HR services group. It offers HR and payroll services, insurance and consulting to employers and the self employed, through several business units.

The challenge

Each business unit used Salesforce for sales, marketing or service. The work had been delivered by several large partners, each with its own way of building and releasing. The result was uneven quality and a platform that was hard to evolve.

The group wanted one partner that could cover projects and day to day support across the whole scope, including a service transformation for more than 1,000 users.

What we did

An external audit to start. In 2017 we audited the Salesforce setup. We then took over from the incumbent partner and became the group’s only Salesforce partner.

Sales for every business unit. We built the sales processes for all business units, with CPQ and electronic signature for quoting and contracting.

Marketing, then portals. Marketing moved from Pardot to Marketing Cloud. Partners and customers got their own Experience Cloud portals.

Service and Field Service at scale. We delivered the service transformation on Service Cloud and Field Service for more than 1,000 users.

Tailored apps and a release process. On top of the core clouds we built specific applications, such as training and event management, and integrations with other systems. We also put a new release management process in place.

A co-delivery team. Today our consultants work as one team inside the group’s IT department. The client grows its own technical team, and we fill the analysis, architecture and delivery gaps.

The result

All business units run their sales processes on Salesforce. More than 1,000 users are supported. An external Salesforce audit came back positive. The partnership moved from projects to long term capacity, and it still runs today.