Ocean Network Express sets sail on a journey to deliver a differentiated customer experience

In early 2020, ONE’s Digital Strategy Committee identified a number of projects to improve the customer and employee experience. Not wanting to be limited by existing technology, ONE partnered with Accenture to conduct a review of its enterprise architecture. Khoo Boo Beng, Managing Director, Technology Lead for ONE, Accenture, said “We are pleased to be part of ONE’s customer foundation transformation journey and we look forward to providing our continued support in business advisory, and to helping to build ONE’s technology capability for the future.”  

Through this initiative, ONE realised the need to replace its CRM and selected Salesforce, in part, because of its integration with Google. ONE uses Google applications extensively and wanted to leverage this integration to centralise data and simplify workflow. 

“As a global leader in CRM, Salesforce was a logical choice and the seamless integration with Google enables us to improve our overall customer management and performance, as well as to drive us towards a more solution-based methodology of handling customer service requirements,” said Sundar.

ONE engaged Salesforce Professional Services to support the implementation and to ensure the company made optimal use of the Salesforce platform. Together, they conducted workshops to define user stories and map out a solution that required as little customisation as possible. Working as a blended team with ONE employees and partners including Accenture, CI&T, and NeuraFlash, Salesforce Professional Services was able to bring specialist platform expertise to help ONE maximise value from the tools deployed. 

“There is a reason that Salesforce is a leader in the market and it was important to us from the outset to align our processes to the platform. Leveraging out-of-the-box features as much as possible also ensures return on investment and reduces time to market,” said Sundar. 

Josef Steindl, Senior Manager – ONE Force Product Owner, Global Commercial & Service Management, shared that Salesforce helped guide design and architectural decisions by providing feedback on the trade-offs and impacts of various options. “You need different perspectives to make a project work and while we had our vision of how things should be done, Salesforce helped to highlight other factors we needed to consider along the way,” said Josef.