A partnership with Customer Link, member of Spire, to close the loop between sales, service, and marketing.
A strong foundation is only the beginning. After successfully implementing Salesforce Sales Cloud to unify Profel’s customer data and empower its sales teams, the question quickly became: what’s next?
For Profel Group, a belgian market leader in high-quality windows & doors, the answer was clear: extend the transformation to every touchpoint in the customer journey.
Together with Customer Link, Profel has now succesfully completed phase two: a full-scale rollout of Salesforce Service Cloud and Marketing Cloud. This is not a new project. It' the natural continuation of a partnership built on trust, shared ambition, and a deep understanding of what Profel’s teams actually need.
Building on what works
Phase one delivered a 360-degree customer view across Profel’s sales organization. Teams that had previously relied on scattered OneNote files and siloed systems could suddenly see the full picture. Follow-up became faster, smarter, and more consistent.
But a complete customer experience doesn't stop at the sale. Profel knew that to truly deliver on its customer-first promise, the same level of insight and coordination had to extend to service interactions and marketing communications. That's where phase two comes in.
Read phase 1: Empowering Profel's customer-centric mission
Service Cloud: raising the bar on customer support
For a company like Profel, which sells high-quality windows and doors to both professionals and end customers, after-sales service is not just an afterthought. It’s part of the product promise.
With our functional consultant, Jonas Meys, and technical lead, Tiago Fernandes, again leading the Customer Link team, Profel’s service teams will gain the same unified view that transformed their sales operations:
- A single, shared workspace for managing cases, complaints, and follow-up actions
- Full visibility on customer history, making every interaction informed and efficient
- Better collaboration between sales and service teams, eliminating handoff friction
The goal is simple: when a customer contacts Profel with a question or concern, Profel's service team should have everything they need to help them; right there, right away.
“This type of go-live does not come by itself. It comes with hard work, accuracy, and the willingness to go the extra mile.” — Maarten Daniels, Profel
Marketing Cloud: connecting with customers at the right moment
Together with Loren Degel, our MarTech specialist within the ecosystem, we included Marketing Cloud in Profel’s Salesforce ecosystem, adding a powerful new dimension to the platform. Where Sales Cloud gave the team a shared view of customer relationships, Marketing Cloud enables Profel to act on that data; communicating at the right time, with the right message, to the right person.
From no links with sales data and smart automations to turn leads into customers, to targeted campaigns and automated journeys with personalised follow-ups based on real customer behaviour. Marketing Cloud turned Profel's CRM data into a genuine competitive advantage.
No more guessing: marketing, sales, and service teams now all work from a single source of truth.
A partnership built to last
What sets Customer Link apart is not a methodology or a toolset, it’s our way of working. Rather than parachuting in as an external vendor, our team embedded itself within Profel’s organization from day one.
We bring the network, scale, and expertise needed to deliver complex, multi-cloud CRM implementations without losing the personal touch that defines this collaboration with Profel. Loren’s involvement for the Marketing Cloud rollout reflects exactly that same logic: bringing in the right expertise at the right moment, through trusted partners within our ecosystem.
That closeness created space for genuine proactivity. Our Customer Link consultants didn’t just execute what was asked of them. They consistently brought new ideas, flagged risks early, and challenged assumptions in a constructive way.
The bigger picture: a platform ready for the future
Phase two was not just about adding new modules. It was about completing the vision Profel had from the start: a connected, intelligent platform that gives every team- sales, service, and marketing -what they need to deliver exceptional customer experiences.
The groundwork has been laid. What comes next builds on everything that came before.
Ready to experience consultancy differently?
At Customer Link, we don’t believe in off-the-shelf solutions or one-size-fits-all implementations. We embed ourselves in your team, bring ideas to the table that go beyond the scope, and support you. From the first workshop to go-live and beyond.
Ready to link different?