Sales Force & Customer Service Transformation

background

When JD2M was taken over by Stéfano and Victor, the sales organization was not ready to support growth:

• Lack of CRM adapted to the profession
• No segmentation between prospecting, acquisition and customer support
• Unstandardized processes, loss of time and lack of visibility on performance
• Difficulty absorbing peaks of activity without degrading the quality of service

Solutions provided

• Structuring sales teams :
  Creation of specialized divisions (Standard, Acquisition, Customer Success)

• Implementation of an in-house CRM (HubDesk) :
  Centralization of leads, automation of reminders, prioritization and follow-up of deals

• Customer Support Outsourcing (Intelcia) :
  Creation of a playbook, team training, gradual ramp-up

• Performance management :
  Implementation of new KPIs (TTCB, CSAT...), migration to Metabase and anchoring objectives with variable

• Capitalization & standardization :
  Creation of a Sales Playbook, shared support (FAQ, Kahoot, training materials), continuous documentation

Results

• Teams that are aligned, empowered and better equipped
• Strengthened customer acquisition capacity
• A more fluid and proactive customer experience
• Solid foundations for scaling with a CRM and an integrated product roadmap

Solutions Apportées

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Résultats

La transformation a permis d’aligner et de mieux équiper les équipes, avec une segmentation claire des rôles et des process standardisés. Le déploiement de HubDesk et l’automatisation du reporting via Metabase ont amélioré le pilotage de la performance. L’externalisation du support avec Intelcia a été structurée et montée en charge progressivement, contribuant à une expérience client plus fluide et proactive. JD2M dispose désormais de bases plus solides pour scaler, avec une roadmap produit intégrée (HubDesk FY26).

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