CONECT ACCELERATES THE DIGITALIZATION OF CUSTOMER RELATIONS

“After working with various companies for a year, in early 2022 we’re starting the gradual rollout of the project across the Group,” adds Johann Rivat, ConeCT project manager at Safran.

Safran employees who are connected to the new CRM tool will enjoy a number of functions: prospect management, tracking of sales opportunities and all types of customer requests (technical, logistics, on-site services, etc.), monitoring actions and managing performance, measuring customer satisfaction, etc. All of this information will be stored in the cloud, in a reliable and secure structure that establishes firewalls between Group companies, accessible anywhere in the world, including while traveling, via PC, smartphone or tablet.

Once connected to the Microsoft toolbox and other information systems, ConeCT will become a customer data concentrator, offering an accurate and dynamic 360° vision to sales and support staff.

Karine Douarne, CRM Service Manager at Safran’s corporate IT department, explains the background: “Teams from corporate and company IT departments worked closely together to support this ambitious project and get it off the ground. Their cross-functional teamwork led to the first deployment of ConeCT at Safran Electrical & Power in January 2022, then at Safran Helicopter Engines and Safran Aero Boosters in February. Now we’re going to focus on providing close support for users, along with flexible management of change requests for the system. Going forward, we want to develop and lead a CRM community and support all users on a daily basis.”

Safran Electrical & Power is the project pilot, having deployed the Sales module at the end of January. Julie Carduner, the company’s project manager, shares her experience: “The sales and marketing managers from our five divisions now have a complete overview of our clientele, including operational history and scheduling, key contacts, current status of sales opportunities and actions under way. All of this means we will be much more efficient in managing business with our customers.”

Safran Landing Systems is currently rolling out CASIMIR (Customer And Services Incoming Messages Intelligent Router), which should be finalized during the first half of the year. “The aim of this solution is to use artificial intelligence to classify customer queries received by email and to automate processing as much as possible, mainly for price quotes, orders and tracking,” explains Aude Valentin, Supply Chain & Logistics officer, who’s in charge of the project. “We’ll be able to automatically process 2,500 queries a week! By using CASIMIR, our customer relationship managers can shift their attention to higher value-added actions for our customers. And once CASIMIR is integrated in ConeCT, these managers will be able to track progress on request processing in the CRM.”

Additional modules are being introduced at Safran Nacelles. “We’re already deploying a Ticketing module to manage customer support requests, and a customer portal should be available in 2022,” said Kevin Touellou, CRM project manager at Safran Nacelles. “During Q2, the Ticketing module will improve our teamwork, centralize customer data, manage their requests, etc., even before the portal goes live. The portal will be an even bigger step forward for both staff and customers, since it will have a single point of entry. In short, our objective is to improve how we work together so we can enhance customer satisfaction and tracking.” The customer portal module is already under study at Safran Nacelles and Safran Cabin, which would make them pioneers in this area.

At Safran Helicopter Engines, the first 360 module, called FLY, was launched in mid-February. Using the CRM’s personalized parameters, FLY will incorporate customer fleet data to manage sales forecasts for the short, medium and long term, while also managing the entity’s contracts. FLY is an innovative solution for Safran Helicopter Engines’ employees and customers alike. It will replace certain existing tools and also accelerate the digitalization of customer support at the company.