Bisnode Germany GmbH

Implementation of Salesforce for CRM and Service

Leading European provider of digital business information, based in Stockholm. Since 2013, the subsidiaries Dun & Bradstreet and Hoppenstedt have been managed under the Bisnode umbrella brand. Represented in 19 European countries with more than 90 subsidiaries

The initial situation

  • As part of an IT harmonization, Bisnode was looking for a unified solution for an IT landscape that had grown through mergers
  • The SAP system “Business-by-design” was chosen as the ERP solution and as the CRM solution.
  • In addition, customer service should also be integrated into the CRM solution

The solution

  • Introduction of a central CRM tool based on Salesforce to map all sales-relevant processes
  • Connection of the CRM tool to the internal ERP system (SAP) and databases for optimal process support
  • Implementation of the Salesforce Service Cloud to map customer service processes

The success

  • Significant increase in sales performance with simultaneous increase in sales-relevant transparency
  • Increased productivity and conversion rates through direct integration of websites into the Salesforce system
  • Significantly faster response and resolution times for customer service requests

Realignment of our existing IT infrastructure helped us to increase our sales transparency and supported us to never lose track of our customers. Entero´s expertise for processes and IT helped us to use the full potential of Salesforce. [Christian Schöpfel, Director Strategy Development, Bisnode Deutschland GmbH]