Project background, issues and objectives
Implement Europe-wide multi-channel customer relationship management - Implement at European level a multichannel customer relationship management

The Group is an American distributor of office equipment. It was at the time of operation and is today the largest office products retailer worldwide. It serves the needs of both individuals and businesses through a wide range of office products, including supplies, technology products, furniture and business services. One of its strengths is to serve its customers better than its competitors, thanks in part to continuous adaptation of its organization, processes, products and services, while keeping costs low.

Between 2004 and 2008, the Group acquired four European companies, first an Austrian, a Swedish and a Danish company, then a Dutch office supplies group. This enabled the Group to strengthen its European and international presence....