Leveraging Customer Loyalty Programs to Drive a Great

Customer ExperienceDag Unhjem, CTO, Tollpost Globe AS

Christopher Østby Andersen, Ass. Director Sales, Tollpost Globe AS

AGENDA

• Tollpost Globe in brief• Building a platform for growth• Results• Future plans

Tollpost Globe in brief

Competitive edge

• Leading logistics provider

• Yearly revenue €550 000 000

• 1600 employees incl 400 drivers

• Subsidary of PostNord- Swedish and Danish Post- 5,5 billion in yearly revenue

• 500 SUGARCRM users

TOLLPOST GLOBE IN BRIEF

COMPETITIVE EGDE

COMPETITIVE EGDE

OUR JOURNEY

CUSTOMERS

Building a platform for growthBuilding a platform for growth

A PLATFORM FOR GROWTH

SUGARCRM – “The obvious choice”• From Siebel to Sugar

• TCO

• Flexible

• Professional partner..

INCREASED SERVICE• E-services• Requests

– Including statistics

– Fully integrated with Sugar

• SLA• Internal

communications– Handled in

Sugar

ONE VIEW OF THE CUSTOMER

• For all

• Activities

• Documents

• Requests

• Revenue

• SLA

• Loyalty program

CONTINUOUSLY DEVELOP

• Relevance

• Continuously development

• Ownership

Results – so far

Some measures of success!

FOGGY NAVIGATION

SOME MEASURES OF SUCCESS

Future visions and plans

Creating unique business opportunities

SOCIAL BUSINESS

• Social business

– A part of our loyalty program

– Secure and document internal processes

– IBM connection

PROACTIVE BEHAVIOR

• Enable proactive behavior

• Automatic handling

• Marketing automation

Thank You