With a presence in 8 countries, the leading private concierge service provider has upgraded its information system to continue to offer excellent, personalised service to all its customers.
The French leader in private concierge services since 2008, John Paul has become an expert in Premium customer relations by offering its white label service to companies. With more than 300 employees worldwide, including 200 in France, John Paul is constantly seeking to exceed every expectation of its members, through knowledge of the customer and anticipation of their needs.
With more than 15 nationalities of concierges and a global network of privileged partners, John Paul is able to ensure the same quality of service everywhere in the world, through its 8 subsidiaries, present in 8 countries.
In addition to the expertise of its employees, John Paul's know-how is also based on technological tools, designed specifically to meet the requirements of the business. A total of 15 employees are dedicated to the information system and innovative tools to enable John Paul to create a personalised and close relationship with its members.
Issue
With a growth of more than 100 % over the last three years, John Paul's technological tools were no longer adapted to meet the needs of the company and its customers, in terms of service quality and follow-up. John Paul's positioning is closely linked to technology and its ability to offer excellent and personalised service, especially in an international business.
Solution / Implementation
In the first quarter of 2014, in order to support the internationalisation and development of John Paul, two main projects emerged: - the implementation of a Dynamics NAV ERP, via Cloud Azure, a powerful solution designed for international use and - the implementation of Office 365, for optimised information sharing and better collaboration.
After a call for tenders in the summer of 2014, John Paul chose the integrator Jalix. From the beginning of the 2014 school year, Jalix set up a precise timetable for the successful integration of the two Microsoft solutions.
Configured in SaaS mode, Dynamics NAV ERP has enabled John Paul to link its CRM tool to Microsoft's tool to give it complete visibility in real time of its sales, accounting and financial situation.
Advantages and benefits
In production since the last quarter of 2014, these tools allow John Paul to both have an agile information system and to combine its know-how with technological performance, with the aim of offering the best possible customer relations service, everywhere in the world.
Dynamics NAV provides John Paul with visibility into analytical details that enable him to work on controlling, including summary tools and the ability to easily implement complementary Excel files.
" Thanks to Microsoft ERP, we have all the elements we need, more easily and quickly accessible than before. Jalix's expertise in the solution allowed us to save time so that we could quickly get to grips with it. "explains Fabien Dawidowicz, Finance and HR Director of John Paul. " However, as the possibilities of the tool are numerous, we are not yet totally autonomous and the assistance and quality of Jalix's daily follow-up are precious to us ".
Dynamics NAV, coupled with John Paul's CRM, enables the automatic centralisation of invoicing data and thus facilitates the management of several hundred monthly flows linked to the concierge activity. The medium-term objective is to connect all of the group's entities (currently eight on four continents) on the same platform, and thus to collect, integrate and centralise all member information in real time in order to offer its clients the most efficient tailor-made concierge service and financial management.
" Deployed throughout the group, our CRM allows us to manage our marketing campaigns, to carry out affinity and behavioural profiling and to analyse the results of our privileges programme in order to create, maintain and optimise the relationship with our members. Dynamics Nav will allow us to extend this chain of services to the payment process by integrating perfectly with our tools and processes in all our entities. "complete David Amsellem, Chairman of John Paul.
Used by all employees, Office 365 provides the best collaboration tools in terms of messaging and collaborative portal.
" This tool enables collaborative customer management, allows employees to access their email from anywhere, while providing them with the ability to securely share their files. Office 365 is truly the tool that has allowed us to maintain our agility in a phase of sustained growth and development "explains David Amsellem, Chairman of John Paul.
Thanks to Jalix's expertise, the leader in private concierge services has benefited from a global support package that takes into account the hosting of applications and the integration of business tools.
In 2015, John Paul plans to continue strengthening its technological tools with the deployment of Lync instant messaging and the OneDrive cloud storage solution. In late 2015, early 2016, the leading private concierge company also aims to link its banking network to Microsoft Dynamics NAV and the dematerialisation of its purchasing.
About Jalix (@JalixServices)
Founded in 2006, Jalix is an integrator and consultant specialising in the fields of infrastructure, ERP, CRM, BI and project management. It addresses the needs of SMEs in terms of audit/diagnosis, strategic consulting, development, implementation, training, migration and management, as well as complete or partial outsourcing of the information system. This comprehensive offer, reinforced by various partnerships, enables Jalix to be the preferred partner for SMEs in the management of their IS: virtualisation, storage, IS relocation, global security policy, backup plan and implementation of DRP.