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The Customer

Sonepar, an independent family-owned group founded in 1969, is the world leader in the distribution of electrical equipment, solutions and related services to professionals. Operating in 40 countries, the group generates global sales of more than €32 billion and has nearly one million customers. Sonepar is investing heavily in its digital transformation in order to meet the challenges of digitisation and the energy transition.

The Challenges

Sonepar’s challenge was to make a rapid and impactful transition to omni-channel B2B processes in a complex international context. With the ambitious goal of offering the best possible omni-channel experience to its customers and employees, Sonepar had to overcome the challenges of its diverse customer base and complex global operations.

The Solution

To meet these challenges, Sonepar has invested €1 billion in its digital transformation over five years, relying on Microsoft Dynamics 365 and its ecosystem of partners. The Spark omni-channel platform, powered by Dynamics 365 Customer Insights, Sales and Service, has been developed to deliver a customer-centric experience, enabling employees to work better as a team and interact more effectively.

Sonepar’s collaboration with Hitachi Solutions and Publicis Sapient has led to the creation of the Sonepar Digital Factory, a team of over 300 people dedicated to the design and deployment of the platform. The interconnection of Microsoft solutions has played a key role in the standardisation of sales processes and the efficient sharing of data between marketing and sales, particularly for key accounts.

Benefits of the solution include

Improved customer experience

Optimisation of internal operations

Enhanced customer engagement

Facilitating international expansion

Improved data management

We chose Hitachi Solutions for its ability, like all our partners, to work on an international scale with their knowledge and experience of Dynamics 365 projects

Fabrice del Aguila
Senior Vice President Digital Factory

The Future

Sonepar is aiming for 100% adoption of the platform in the countries where it operates over the next three to five years. The next step is to make greater use of generative AI, in particular to optimise sustainable product recommendations, and to use tools such as Microsoft GitHub Copilot to boost developer efficiency.

By leveraging the expertise of its partners, Sonepar aims to transform its industry and remain at the forefront of delivering sustainable solutions to its customers.