Saint-Gobain Distribution Denmark

• Improved opportunity win rate: Structured pipeline management and focus on deal progression resulted in an increase in opportunity win rate.
• Proactive lead identification and activation: Systematic identification and qualification processes ensure relevant leads are captured and actively progressed.
• Structured case management: Introduced a formalized case management process enabling systematic handling of customer inquiries, follow-up, and overall service consistency.

Saint-Gobain Distribution Denmark (SGDD) is a leading distributor of products and solutions to the Danish construction industry, with well established brands such as Brødrene Dahl and Øland. SGDD is part of the world-renowned French multinational corporation Saint-Gobain, known for its innovative and sustainable products, including glass, insulation, and other advanced materials. SGDD has approximately 1,000 employees across Denmark.

Brødrene Dahl, the largest brand within SGDD, set out in early 2024 to elevate its commercial operations with a forward-thinking strategy. During this process, they identified the potential to operationalize the strategy through a modern CRM solution. By unifying processes and enhancing collaboration, they aimed to unlock deeper customer insights, drive efficiency, and create a more seamless and impactful customer experience.

To support this ambition, DYNACAP partnered with Brødrene Dahl to design and implement a streamlined Salesforce solution, creating a unified system for sales, customer service, and logistics support. This transformation has enabled a more connected, customer-centric approach, improving internal collaboration and overall service excellence.

• Creating a unified customer view: Bringing data together into a shared customer-360 overview accessible to sales, service, claims, and employees across Brødrene Dahl’s 53 branches, empowering teams to provide better guidance and deliver a stronger customer experience.
• Fostering cross-functional collaboration: Establishing an integrated system where sales, logistics support, and customer service teams can work together effortlessly.
• Enhancing sales & lead visibility: Gaining deeper insights into leads, hit rates, and opportunities to drive stronger commercial performance.
• Scaling for future growth: Implementing a modern, flexible CRM to support expansion and long-term commercial success.

DYNACAP acted as a trusted transformation partner, guiding the organization through a comprehensive transformation journey spanning multiple commercial and technical implementation initiatives.

Following an in-depth assessment of people, processes, and technology, DYNACAP supported Brødrene Dahl in designing and implementing a modern lead, account, opportunity, and case management setup built on Salesforce Sales and Service Cloud. This required significant adjustments to the enterprise architecture as well as fundamental changes to sales processes and ways of working across the organization.

Since the initial go-live, additional initiatives have been delivered to further expand and mature the platform. These enhancements have increased transparency, strengthened data-driven insights, and enabled the organization to leverage Salesforce as a strategic growth platform.

Through the Salesforce transformation, Brødrene Dahl achieved key business improvements, including:

• Seamless internal collaboration: A shared platform where sales, logistics, and customer support can communicate and coordinate efforts efficiently.
• 360° customer view: Teams now have instant access to customer history, even for cases they haven’t handled directly, enabling a more personalized service experience.
• Optimized case management: A structured system for tracking, communicating and solving all case types including claims, returns and general support cases.
• Improved sales insights & reporting: Better visibility into hit rates, segment performance, and sales trends, allowing for data-driven decision-making.