Challenge

Agristo aimed to transform its customer interactions from reactive support to a proactive and value-driven approach.Customer knowledge was scattered across multiple systems, leading to incomplete context and inefficient interactions. At the same time, manual workflows and multiple handovers slowed down processes and increased the risk of errors. The organization lacked visibility into customer needs and value drivers, making it difficult to personalize interactions and act proactively.The challenge was to connect data, teams and processes into one integrated approach that could support scalable, proactive customer engagement.

• The move towards one customer-driven team became much more tangible through the definition of a clear structure, roles, objectives and ways of working. That helped translate the ambition into something teams could apply in their daily work.

Jon Heylen, CCO at Agristo

Approach

In collaboration with Digipolitans, Agristo implemented a dual transformation approach combining technology and organization:

• Digital transformation: A Salesforce rollout connected all customer-facing teams and created a unified view on customer interactions, enabling automation and better decision-making.
• Data & insight activation: Customer data was centralized and structured to provide real-time insights, helping teams better understand customer needs and act faster.
• Organizational redesign: Customer service teams and ways of working were rethought to enable scalable, cross-functional collaboration and proactive engagement.
• From reactive to proactive CX: The transformation focused on shifting from request-based interactions to proactively identifying opportunities and engaging customers at the right moment.

Vertical Divider

Results

Connected customer ecosystem
Agristo created a centralized and structured view on customer interactions, improving consistency and decision-making.

Faster and more efficient workflows
Automation and improved processes reduced manual work, errors and response times.

Stronger customer understanding
Better use of data enabled more relevant and timely interactions with customers.

Foundation for scalable growth
The transformation laid the groundwork for a future-proof, customer-centric organization that supports continuous growth.

Beyond improving service operations, this transformation enabled Agristo to evolve toward a proactive and customer-driven organization where data, teams and processes work together to create seamless and impactful customer interactions.

We helped Agristo move from reactive support to proactive customer engagement. By connecting data, teams and technology, the organization now acts faster, smarter and closer to its customers.

meet our expert.

Arno Maes
CX lead at Digipolitans

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