COUNTRY: LEBANON   INDUSTRY: MANUFACTURING   COMPANY SIZE: 77K EMPLOYEES

ODOO CRM

CRM and marketing automation application serving in gathering leads for the duty-free market in Lebanon.

POINT OF SALE 

Supporting the purchasing activities of the newly launch iQOS product in the Lebanese market.

cUSTOMER SERVICE

Preserving the newly acquired customers by after-sales support through a helpdesk system.

E-COMMERCE

Full online integration and support for the launch of the iQOS product in the market with an online store.

ABOUT PHILIP MORRIS

Philip Morris Management Services (Middle East) Limited – Lebanon Branch - (PMMS) was established in 2006 in Beirut, Lebanon. PMMS provides marketing services to support Philip Morris International (PMI) brands including Marlboro, Bond, Merit and Chesterfield.

PMMS is an active contributor to charitable programs and supports organizations that address the needs in the communities where our employees live and work.


Odoo • Image and Text

CHALLENGES 

Despite its status as a global organization, Philip Morris’ solutions have not been widely available in markets all across the globe. Locally, there has been a lack of connection to the homegrown purchasing force and customer experiences that tend to reinforce sales. The need to launch a brand-new product in a new market served to highlight the aforementioned gap, as well as the seemingly insurmountable challenges and a deficit of solutions for Philip Morris Lebanon’s operations. Moreover, the client team was not furnished with sufficient on-site resources for the project, which put further strain on the viability of their goals within the designated time frame.


SOLUTION & ADDED VALUE 

A dedicated team allocated by Every Business Solutions proceeded to develop a custom and tailored platform on top of Odoo applications, with a process comprising two main verticals: The first of these was a CRM and marketing automation solution that was launched exclusively for the duty-free market. It consisted of customer conversion journeys from leads to opportunities to local consumers, through analysis of individuals' activity and purchasing rate. 

Second, Ever Business Solutions worked on the launch of the new IQOS product within only six weeks. The solution encompassed full CRM integrated with eCommerce, POS and customer service for full online integration, in addition to a comprehensively dynamic helpdesk system.

With as little as 10 users, Philip Morris Lebanon was able to upgrade and reach more than 110 satisfied users via their tailored Odoo solution, offering full integration with the global data warehouse business intelligence of Philip Morris International.


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