Deloitte provides advisory, implementation and operate services across the Microsoft business applications landscape. Our Deloitte Microsoft Technology Services Practice helps clients tap into all the capabilities of Microsoft Dynamics 365, Microsoft Power Platform, Microsoft Industry Clouds, AI and Generative AI to customize and streamline large, complex CRM and ERP applications to modernize business applications for a modern workforce. Our broad portfolio of Deloitte capabilities can transform business workflows, including marketing, sales, customer service and field service. Read the story below to know how Deloitte supported Galp with the shift in its commercial model from product to client-centric, by providing an omnichannel experience to Galp and its clients based on Galp's selected platform of Microsoft Dynamics 365 and Power Platform. Galp is a multinational energy corporation with more than 100 companies in the oil and gas industry.
SITUATION
Diverse, Challenging, Collaborative.
Galp has developed a diverse organizational structure shaped by its various geographies, energy products, and client segments. While this diversity presents opportunities, it has also led to challenges in consolidating client information across departments, hindering cohesive client engagement. To effectively utilize current generation technology for enhanced engagement, Galp sought Deloitte's expertise and collaboration.
SOLUTION
Transformative, Structured, Cooperative.
Recognizing the need for cohesive client engagement, Galp initiated CEntric Program, with Deloitte's expertise guiding the transformation. The program focused on several key actions, including:
- Setting business guidelines to steer the transformation.
- Designing comprehensive customer journeys and user stories.
- Creating a detailed roadmap for implementation.
- Establishing a governance model to ensure effective oversight.
- Conducting proof-of-concept (POC) assessments in various technologies, including the implementation of a Customer Relationship Management (CRM) system based on Galp's selected platform of Microsoft Dynamics 365 Customer Engagement and Power Platform.
IMPACT
Enhanced, Centralised, Engaged.
The successful execution of CEntric Program together with Deloitte laid the groundwork for enhanced client engagement across Sales, Service, Marketing, and eCommerce. By breaking down silos and integrating their fragmented technologies, Galp centralized client information, positioning themselves to implement a full-scale transformation. This approach is expected to improve client relationships, increase client satisfaction, and create a more cohesive engagement strategy moving forward.
Deloitte helped Galp with this shift in its commercial model from product to client-centric, by providing an omnichannel experience to Galp and its clients. With over 1000 active users, the solution continues to deliver measurable value and efficiency for service agents and account teams. Expanding its customer reach, the solution now impacts more than 50K B2B and 650K B2C customers across 4 geographies.
Transforming Client Engagement with Deloitte