Tourism office – Aix en Provence

Image : office du tourisme Aix en Provence

Context & objectives

The Aix-en-Provence Tourist Office is an EPIC (Public Industrial and Commercial Establishment) whose aim is to promote the region as a tourist destination. It has welcomed nearly 600,000 visitors each year since its creation in 1969 and currently employs 67 FTEs.

In 2020, the Aix-en-Provence Tourist Office recognises the need to integrate a tool that will enable it to group the various services into “poles”, and to provide them with access to centralised, reliable and secure customer information.
The objectives:
– Optimise customer relations and partner management
– Centralise and secure data
– To comply with current regulations, to achieve RGPD compliance for all personal data management (service providers, partners, customers, etc.).

Business Challenge

Netsystem’s support took place in two phases:

Phase 1:
– Inventory: audit of the information system
– Alignment with the general strategy: analysis of the Tourist Office’s strategy on its needs in terms of customer relations
– Help with the choice: identification of a tool on the market. Selection of the three best tools, demonstrations, synthesis and financial analysis with the general management.

Phase 2:
– Deployment of the new tool: as a project management consultant, Netsystem plays the pivotal role of interlocutor piloting the implementation of the CRM, while accompanying the business teams in the parameterisation of the tool.
– Supporting the teams: specification and configuration workshops.

Results & KPI

– Production of the prospect-customer and service provider database
– Immediate use of the tool by the services
– Satisfaction of the teams and the management of the Tourist Office.

Key success factors :

– The strong commitment of the management and the support of the employees enabled the tool to be used by the end users and thus, in the long term, a database that was effectively shared and made reliable
– Change management was anticipated and carried out in parallel with the technical implementation, a crucial element since the work processes were impacted by this change of tool.