Business Summary
Villeroy & Boch stands for high-quality ceramic products in the »Bathroom and Wellness« and »Dining and Lifestyle« segments. The Group's goal was to create a unified CRM platform for both main brands, thereby laying the foundation for a seamless, data-driven customer experience.
With support from dotSource, two established Salesforce instances were consolidated into a shared CRM. Based on a clear target architecture, a structured org merge approach and extensive testing, a harmonised and scalable CRM system was created, supporting international sales and service processes.
Client | Villeroy & Boch AG |
Industry | |
Technology | Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Consumer Goods Cloud |
Focus | CRM, Platform Integration |
How Villeroy & Boch Benefits from CRM Consolidation
with rapid delivery of initial work packages
of two complex Salesforce instances into a unified, scalable CRM system
for continuously improving data quality
in sales and service processes through standardised workflows and optimised automations
without interrupting ongoing sales and service processes
Project Overview
About Villeroy & Boch
The Villeroy & Boch Group is one of the world's leading premium brands in the »Bathroom and Wellness« and »Dining and Lifestyle« segments. Founded in 1748 and headquartered in Mettlach, Germany, the company stands for innovation, design and excellent quality.
With its strong brand portfolio and its two main brands Villeroy & Boch and Ideal Standard, the Group is represented by over 12,000 employees in more than 140 countries worldwide.
Initial Situation
With the integration of Ideal Standard, Villeroy & Boch became one of Europe's largest manufacturers of bathroom products. Both companies had independent, long-established CRM systems based on Salesforce, with different data models and process logics.
Following the acquisition, the goal was to establish a shared, future-ready CRM platform without disrupting the work of the sales and service teams – all while creating the basis for a consistent, cross-channel customer experience.
Challenges
The existing Salesforce instances of Villeroy & Boch and Ideal Standard were each complex and heavily tailored to specific requirements.
A key challenge was to consolidate these systems under significant time pressure, harmonise the heterogeneous data structures and automations and keep day-to-day operations running smoothly. Moreover, proven processes and features from both instances were to be brought together in a shared target architecture.
Smart Planning for a Unified Salesforce Instance
Vision and Analysis
Villeroy & Boch and dotSource worked together to define a vision for the Salesforce merge and analysed set-ups, data and processes of both CRM instances as the basis for the new group-wide structure.
Target System Definition
Villeroy & Boch's existing Salesforce environment was selected as the target system. It provided an advanced, scalable CRM architecture into which the relevant elements of the Ideal Standard instance were to be migrated.
»Move & Improve« Approach
Following the »Move & Improve« Approach, Ideal Standard's objects, processes and data were migrated to the target instance, with proven features, for example from Salesforce Consumer Goods Cloud, incorporated into the shared system.
Migration and Adaptation
Data, automations and rules were adapted and integrated as part of the migration. New workflows, record types and validation rules in Salesforce made the shared instance fit for purpose for both brands.
Tests and Launch
User acceptance tests with sales and service teams ensured both functionality and data quality. A coordinated strategy with a clean cut-over ensured a smooth launch of the new CRM system.
Harmonised Salesforce CRM as the Basis for Future Growth
With the consolidation of the two Salesforce instances, the Villeroy & Boch Group now has a unified, high-performance CRM system that can be deployed internationally and enables a 360-degree view of customer data.
The new platform reduces system complexity and maintenance effort, strengthens synergies between the Villeroy & Boch and Ideal Standard brands and provides the foundation for the continuous improvement of data quality and processes.
Take the Next Step and Benefit from a Powerful CRM System
- Consistent support for international sales and service processes
- Harmonised data structures for a 360-degree view of customers
- Reliable scalability for future requirements and business growth
- Clearly defined workflows that ease the burden on teams and simplify day-to-day work
Free CRM Consulting Session
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