Suez

SUEZ, a global leader in water management and waste services, manages complex relationships with municipalities, industrial clients, and public institutions. To modernize customer relationship management and improve operational efficiency, SUEZ initiated a CRM transformation program.

360Asklogix supported the implementation of a Salesforce platform (Sales Cloud and Service Cloud) to centralize customer data, streamline contract management, and improve customer service processes.

SUEZ faced several operational challenges linked to the complexity of its services and customer base. Key challenges included:

• Customer and contract data fragmented across multiple operational systems, limiting visibility for commercial and support teams.
• Complex, long-term service contracts with municipalities and industrial clients requiring better tracking of agreements, service levels, and renewals.
• Customer requests related to billing, service delivery, or operational incidents handled through disconnected tools, reducing response efficiency.

The Goal: A centralized CRM platform to consolidate customer and contract data, improve case management, and support collaboration between sales and operational teams.

360Asklogix implemented a Salesforce CRM architecture designed to support SUEZ's commercial and service operations, enabling:

• Consolidated customer and contract records through Sales Cloud.
• Tracking of commercial opportunities and contract renewals, with improved reporting for regional teams.
• Case management and automated workflows for customer requests through Service Cloud.
• Shared visibility into customer service history across commercial, service, and operational teams.

Following the Salesforce rollout, SUEZ achieved the following outcomes: