Legrand: The Story of a Multi-Step Transformation

“Our journey began in 2012, when we aimed to unify our partner management programs that no longer supported our expanded scope of activities,” explains Zoltán Kummer, Head of Customer Service and Training at Legrand Zrt., on their decision to implement Salesforce CRM with the help of Attention CRM Consulting.

The results were so successful that Attention now develops solutions not only for the Hungarian subsidiary but also for 13 additional countries in Legrand Group’s Central-Eastern European zone.

Challenges Before Salesforce

According to György Mikus, Legrand’s Commercial Director, their previous CRM system was inadequate.

• Data input was possible, but extracting meaningful insights wasn’t.
• Reporting required double work, leading to inefficiencies.
• Manually managing data through spreadsheets was time-consuming and prone to errors.

Mikus recalls, “It was cumbersome and inefficient. Everything had to be tracked and organized in Excel.” These pain points prompted discussions with Attention to identify solutions that met their specific needs.

Key Requirements for the New CRM

Legrand’s wish list for Salesforce included:

1. Partner Management: A unified platform to track partners, inventory, and POS tools while simplifying inventory management.
2. Advanced Reporting Tools: A modern, dynamic format to replace outdated templates.
3. Opportunity and Quotation Management: The ability to create and approve quotes directly within Salesforce, ensuring accuracy and reducing manual errors.
4. Approval Categories: Built-in workflows for managerial oversight to eliminate unrealistic discounts.

Implementation Milestones

Kummer highlights several critical achievements:

• Activity Management: A centralized dashboard displays daily tasks, meetings, and overdue activities upon login.
• Integrated Email System: Seamlessly connects Salesforce with internal systems, ensuring all departments have visibility into scheduled events.
• GDPR-Compliant Partner Database: Consolidated information on customers, including visit history and participation in training sessions, enabling effective follow-ups and targeted outreach.
• Opportunity Tracking: Projects are monitored from inception to completion, providing visibility into their status, chances of success, and potential outcomes.

Beyond Basics: Advanced Functionality

1. Forecasting for Production: With win probability estimates, Legrand provides its manufacturing teams with actionable insights, ensuring stock availability aligns with project timelines.
2. Centralized Product Database: A shared resource across 14 countries includes all essential product details, streamlining quotation processes.
3. Chatter for Real-Time Updates: A collaborative tool that acts as an internal social feed for project updates, insights, and feedback.
4. Streamlined Complaint Handling: Automating workflows for returns and complaints has reduced processing times from a month to just four days.

The Salesforce Evolution: A Partnership Success Story

Kummer describes the 7-year collaboration with Attention CRM Consulting as a continuous evolution. Notable highlights include rapid problem resolution—often within 24 hours—and proactive adaptation to Legrand’s growing needs.

As they continue refining their CRM, Legrand is working on predictive manufacturing tools to align production schedules with project deadlines, ensuring efficiency from quotation to delivery.

Kummer concludes, “We’ve learned the importance of keeping our databases accurate and up-to-date. No matter how advanced the system, bad data leads to bad decisions.”

Key Takeaways for Future CRM Implementations:

• Data Quality is Critical: Always audit and maintain data integrity.
• Custom Solutions Drive Success: Tailor CRM tools to meet unique business needs.
• Collaboration is Key: Work closely with experts to adapt to new challenges.

By transforming its operations, Legrand demonstrates the power of combining the right technology with expert guidance.