Koninklijke Vopak Standardizes Customer Management to Better Understand and Serve Its Customers

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Executive Summary

Koninklijke Vopak wanted to create a standardized customer experience for companies using Vopak services across multiple sites and subsidiaries and allow Vopak to appear as a single entity to third parties, rather than as a loose conglomeration of separate and quasi-autonomous divisions and sites. The challenge was to refine and define uniform business processes and standards for 750 users across the organization and find a solution that would work well at every Vopak site around the world, even where bandwidth is limited. Koninklijke Vopak worked with Oracle Partner Capgemini to implement Oracle CRM On Demand to establish a standardized customer management system across the multiple sites and subsidiaries.

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