Haldex brought everyone onboard.
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Haldex provides expertise in brake and air suspension systems for heavy vehicles. Head-quartered in Landskrona, Sweden, they have offices in 19 countries and 2,300 employees.
Haldex, experts in brake and air suspension systems, have offices in 19 countries. Their challenge was that they lacked a central system that could enable more knowledge sharing. Sales staff largely kept their files on their own computers or in paper documents. Haldex wanted to bring the data together and created a project group to find a solution.
“We wanted to increase transparency, leverage the greater expertise within the organization and make sales processes more efficient,” says Ben Pricket, Aftermarket Sales Manager UK and Ireland and leader of the CRM project group.
Haldex wanted a solution that allowed importing customer data from existing systems. They chose Dynamics 365, given that they were already heavily invested in Microsoft and this would improve compatibility. To develop and implement the solution, they chose Stratiteq and Ben adds:
“We were blown away by Stratiteq’s knowledge and drive. They had unrivalled knowledge of Dynamics 365, and was willing and able to understand Haldex’s culture and needs. This was important for developing a solution suited to our business model rather than the other way around.”
Different countries within Haldex used different languages and practices. But the budget allowed for creating a single system. The project group ensured representation from several countries and sought input from employees across the organization. They discovered both adoptable advantages and appropriate compromises. In weekly project meetings and workshops, Ben obtained feedback and buy-in within the company while brainstorming and coordinating with Stratiteq specialists.
Haldex wanted to improve the sales opportunity process by mapping the exact stage in the quoting process, and automating manual processes. Stratiteq customized this in the CRM, to give transparency and efficiency in sales processes a major boost. Now, the key was to make enough users adopt this way of working.
A group of super users was created, with one champion for each country. A support team in Microsoft Teams, online tutorial videos and an FAQ blog were launched following extensive face-to-face training for all users. As a result, the number of appointments booked through the CRM increased sixfold from the launch in July 2019 to the end of the year.
Haldex is implementing the system in multiple phases, continually launching additional features and incorporating further feedback from users in close coordination with Stratiteq to drive continuing improvements.
“Stratiteq is a long-term partner for us. We continue to collaborate closely after the initial launch and continue making improvements over time. I can’t praise enough the way it all came together. Both parties involved the right people at the right time to make it happen,” says Ben in conclusion.