Enabling JLL get closer to their customers with a ‘glocalised’ solution

Nov 01, 2022
  • operations
  • sales, marketing and service
  • professional services
  • Microsoft

Discover how Delaware and Microsoft Dynamics delivered a consistent, scalable solution across multiple international locations.

The commercial property sector has recognised the benefits of fully embracing digitalisation. JLL, a market leader in this space, sought to generate even more value for their customers, committing to a truly scalable digital transformation.

As various European JLL subsidiaries were also undertaking projects to modernise their customer databases at the same time, to ensure consistency across the board, our recommendation was Microsoft Dynamics CRM.

"Customer data is key to the digital transformation process. Our end goal is to get to know and serve our customers better. To do this, we needed a new CRM system that would provide all our departments with a 360-degree view of every customer." 

Jean-Philip Vroninks, CEO, JLL Belux

Our CRM system promotes greater transparency within the company. Each department is aware of interactions between other departments and a specific customer - allowing us to develop a more personalised relationship.
Jean-Philip Vroninks

The ‘glocal’ challenge

One of the major challenges of this project was striking the right balance between a consistent solution across several international locations, ensuring it also spoke to specific local business needs.

"Every location has its own way of working. Some countries’ customer relations management (CRM) was more advanced than others (some still only worked in Excel). The main challenge for Delaware and our project team was to design a solution that would meet local expectations and represent true progress - whilst also maintaining consistency internationally."

Valina Sempot, Head of Marketing, Communication, Research and Information Management, JLL Belux

The main challenge for Delaware and our project team was to design a solution that would meet local expectations and represent true progress - whilst also maintaining consistency internationally.
Valina Sempot

Integrating global and local demand often comes with an element of risk but JLL were delighted with the outcome, we even managed to simplify the solution, without detracting from its functional depth.

 

Future proof

Microsoft Dynamics offers a scalable solution, supporting integration of new self-service analytics tools such as Power BI. It also enables proactive customer service, such as customised information regarding customer preferences.

 

Added value

Our project team were commended for our long-term vision, stability, perseverance and dedication. We also brought an impactful mix of interpersonal, functional and technical skills. Our in-depth knowledge of the dynamics landscape, enabling solutions to be shared between various subsidiaries. 

Contact our experts to discover how we can help you get closer to your customers.