Creating a 360 view of the customer with Salesforce Sales Cloud and Community Cloud

About company

Rydoo is not your typical customer story. It’s not one person’s dream or idea but the shared vision of 3 companies – Sodexo, iAlbatros and Xpenditure. Together, they aim to eliminate painful and frustrating processes for companies worldwide.

Rydoo reinvents and simplifies business travel and expense management for high-growth companies. With its one single app, it is covering the entire business travel journey: from booking a trip to submitting or approving expense claims on the go. Rydoo operates in more
than 60 countries and has over 10.000 customers.

Business challenge

Rydoo wants one futureproof system where users get a 360 view of the customer, from a first point of contact to a sales opportunity, all the way through to a customer request.

Rydoo specified the following objectives:

  • Increase efficiency of the sales and services teams.
  • Improve visibility and reporting.
  • Have one centralized location for account data (unified view of the customers across data sources).
  • Understand the needs and data of our customers to increase revenue.
  • Have a platform that will be able to adapt and innovate with us as we continue to grow and change as a business

Approach & Services

BRIGHTFOX delivered an end-to-end system built on the Salesforce Sales Cloud and Community Cloud. A solution containing two integrations with HubSpot and Outreach, combined with a brand new community environment in order to generate leads was set-up. All activities and historic data were migrated. A complete sales track: lead generation, opportunity management and forecasting, contract
management and Concord contract generation was required, to support Sales in all their activities.

Depending on the product sold, an aftersales (CSM) onboarding journey needed to be set-up, where CSM agents could follow best practices, and give a status overview of each onboarding – contributing to a global resource planning. Finally, BRIGHTFOX provided train the trainer & admin training to Rydoo’s super users.

Now Rydoo has one system with a 360 view of the customer. From a first Point of Contact, over a sales opportunity see above service support request using different sources such as Hubspot and Outreach with a custom API, and a Partner Community for Referral Partners - leads are generated, assigned according to size and region and nurtured into Opportunities. A close follow up of the different lead sources, as well as the campaigns they were part of, was created for reporting.

Product solutions

  • Sales Cloud
  • Community Cloud
  • Integrations with:
    • Hubspot
    • Outreach
    • Concord

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