New Salesforce platform enables faster, more efficient customer interactions

To make our Retail colleagues’ working lives simpler and more efficient, in 2023 we introduced a new platform for customer management in Italy. The innovative Salesforce platform gives colleagues higher data speed and usability, and a more intuitive front-end user experience.

Now, through a single tool, colleagues can access a new customer card – which gathers all useful information in a single screen for managing the sales relationship – and a new Campaign Manager, which helps our consultants focus their efforts on the right customers.

Salesforce replaces the OpenDesk platform, which has been discontinued. Colleagues have commented on the speed at which customer data can be loaded and displayed, the ease of viewing all information on a single screen, and the benefits of managing customer relationships through a single tool.

The implementation of Salesforce was made possible thanks to the efforts of a working team consisting of colleagues from the Commercial Network and the Executive Board. Network colleagues played a key role in defining the best solutions to be adopted in order to simplify and speed up their daily work. 

Our sales teams can complete a dedicated Salesforce training programme to hone their skills, while additional online modules have been made available for all Retail colleagues.