TMX is Asia Pacific’s leading business transformation consultancy. The organisation has taken great strides since its inception in 2010 to today, where the enterprise now boasts a 150-strong team and a broad range of clients including a number of household names such as Coles, Australia Post, Kmart and Uniqlo.
After acquiring XAct Solutions in 2020, TM Insight became TMX and doubled in size. In a move to streamline operations and enhance customer experience, TMX has committed to rolling out Salesforce across its entire operation. To ensure the success of the project, TMX selected Mav3rik as their Salesforce implementation partner.
The Challenge
While implementing a new CRM can be challenging, TMX had the added complexity of embarking on its own integration of merging two businesses alongside a major rebrand.
When first approaching the implementation, TMX initially thought that they would not need to change the product and roll out an out-of-the-box version of Salesforce. However, after working with Mav3rik they realised the power of what Salesforce could do if they tailored it to the greater needs and objectives of the business.
“Mav3rik were able to work through that whole phase with us while we integrated into a new business and also into a new CRM platform,” Marcus said.
“Mav3rik did a lot of development work on the architecture, configuration and customisation of the tool and they actively helped us in terms of onboarding and mobilising Salesforce across the business,” Marcus said.
According to Marcus Carmont, Executive Director at TMX, from the get-go it was clear the two companies were aligned. “We felt Mav3rik was a great fit to guide us through this major project as they shared the same values that we do,” Marcus said.
Mav3rik worked closely with the TMX team and Marcus applauds Mav3rik for its professionalism and expertise. “Mav3rik are very well-informed and technically-minded. They were able to help us and guide us through what we wanted to do, but also showed us what we didn’t want to do,” Marcus said.
Mav3rik played a critical role in promoting the tool and its capabilities across the business. “We now see Salesforce as native to our way of working,” Marcus said.
“Mav3rik helped us develop a platform that is user-friendly which is why we have seen such strong adoption across the whole organisation.”
Marcus Carmont
Executive Director
TMX
After only a few months of go-live, TMX is already reaping the benefits of the new CRM and according to Marcus, much of this success is down to Mav3rik’s approach. “We now have a CRM that is really adaptable and reflective of what we wanted as an organisation,” he said.
“We still have some legacy systems in our business, so the behavioural aspect of adoption has been really important for us. Mav3rik has helped us develop a platform that is user-friendly which is why we have seen such strong adoption across the whole organisation,” Marcus said.
TMX is now utilising email marketing through Salesforce tool Pardot. As the team had never used Pardot before, Mav3rik played a key role in helping TMX understand its capabilities. TMX is now using targeted email marketing campaigns and analysing engagement to better communicate with clients and contacts. “We now see Salesforce as native to our way of working,” Marcus said.
“In terms of effectiveness in our ability to manage and report pipelines, Salesforce has significantly enhanced our processes. We have greater visibility of functions across the entire organisation –finance, HR marketing, recruitment, planning and sales.
“We were firing bullets in the dark before – now we can make better informed decisions and Salesforce has become an integral part of the way we work,” Marcus said.
Client
TMX is Asia Pacific’s leading business transformation consultancy. Boasting a team of more than 150, TMX works on some of the largest projects in e-commerce, supply chain, manufacturing and retail across the Asia Pacific region. Mav3rik has just finished a 12-week Salesforce implementation project with TMX that has provided the business with operational efficiencies across all departments alongside the ability to create meaningful and engaging interactions with its growing client-base.
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