Identifying customers involves adding to and utilising all the information available about them by integrating production and management applications with front-office commercial and marketing applications.
In view of the impact of this on IT systems, service companies have begun to restructure their systems with the following priorities in mind:

• Rapid implementation of e-commerce solutions by providing a specific service (consultancy, computer graphics, development, hosting) or by implementing off-the-shelf solutions available on the market,
• The gradual development of CRM front-office systems, mainly by installing standard CRM modules (Siebel, Onyx, SAP, Oracle, etc.),
• The implementation of decision-support tools for integrating the CRM marketing component (development of a data warehouse, EIS and decision-support systems).

• Improving logistics or SCM (Supply Chain Management)
• Improving the purchasing process by implementing e-Procurement solutions.

It is vital to ensure that Sopra staff are able to enjoy the benefits of e-technologies straightaway by setting up intranets and workflow systems (human resources and purchase management applications, IT resources, etc.). This also applies to its partners where extranets and portals should be set up to provide them access.

In all these activities, Sopra Group has used its expertise in the main solutions on the market and provided consultancy for developing strategies, offering help in choosing solutions and support with implementation, as well as a methodology favouring an incremental approach, implementing the system one component at a time.

The following companies have chosen to work with Sopra Group

SNCF, Air France, Mederic, La Poste, CAT, AINF, Office Internationnal de l'Eau, Retraites Unies, Manpower, RATP, EdF, Aeroport Nice Côte d'Azur, ...