Vopak Improves Customer Relationships with Global Account Solution

| Client story

Capgemini implements Oracle CRM On Demand so that Vopak’s international customers get consistent services and information.

I believe that the cooperation between Capgemini and Oracle, which is an excellent one, provided us with speed and efficiency to roll out this project within eight to nine months. Looking at our future IT landscape we have a roadmap that we have developed in terms of what we believe our IT architecture should be in the years to come. ”Chris Badenhorst, Director Commercial Excellence & Strategic Projects, Vopak

The Situation

Royal Vopak N.V. had grown through acquisitions into a global provider of conditioned storage facilities for bulk liquids. Its customers - oil companies, oil traders, and chemical manufacturers - were dealing with world-wide environmental, regulatory and port requirements and required of Vopak consistent and global support. While an ERP system had been introduced in 2000 followed by key account management, Vopak wanted to globally standardize its business processes and have a single customer-facing approach, regardless of the 80 terminals in 32 countries that was providing the service.

The Solution

In May 2008 Capgemini was chosen to implement Oracle CRM On Demand - an innovative Customer Relationship Management (CRM) solution based on Software-as-a-Service (SaaS). The main advantage of this solution is that it can be provided over the Internet and there is low initial hardware and software investment costs to organizations, which was important to Vopak. A Capgemini team based in Europe divided the project into three separate development streams: Change Management, Global Process Design, and Configuring Oracle CRM On Demand. Oracle was involved at an account management level, providing regular technical operation, maintenance and software support.

The Result

The Oracle CRM On Demand solution was successfully implemented in April to 850 users on time and on budget. A single customer account page and data sharing has generated substantial cooperation within the organization, bringing sales and customer service together. An early review has shown that more customer issues are being tracked and their resolution is occurring faster than before. The solution met Vopak’s ambitious timelines as the business transformation was aided by immediately available software, with more attention paid to change management than to software configuration. Sixty percent of resources were focused on consulting and change management with the remaining 40 percent on system configuration. With this approach, and the collaboration between Vopak, Capgemini and Oracle, the project was delivered efficiently within one year.

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