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Thanks to Salesforce and Atlantic Technologies, IMS Technologies gets a complete view of their customers, from first contact to after-sales assistance and guarantees a superior customer experience.

The Project

IMS Technologies, a company in the manufacturing sector, is specialised in the design and implementation of customized high-tech solutions applicable in various industrial sectors (including Converting, Packaging and Automotive).

The need to improve the relationship with its customers has become increasingly important for IMS Technologies to support the business growth. The company needed to gain a 360° view of the customer, from the first contact to the after sales assistance.

The company has chosen to rely on Atlantic Technologies’ expertise in the Manufacturing industry and on Salesforce solutions to accelerate its digital transformation.

 

The Outcome

Atlantic Technologies’ twenty years of experience in the implementation of Salesforce, has allowed IMS Technologies to obtain a single vision of the customer and ensure a truly customer-centric approach.

Thanks to Service Cloud the company can now digitally organise all information regarding its customers and coordinate the operation of the Group’s various technical assistance centers around the world. The implementation of Salesforce Pardot has, then, enabled the automation of marketing processes.

The integration with the ERP solution has allowed to create a single source of thruth and to improve insights and productivity.

The latest CRM project updates include the “always-on” Whatsapp instant messaging service for customers with voice call integration through the Salesforce Service Voice Cloud CTI service. As well as the roll-out of CRM project in the United States and adoption of Salesforce B2B Commerce Cloud solution.

 

 

Explore Technologies

"The strenghts of the partnership with Atlantic Technologies were undoubtedly the company's ability to provide us with concrete solutions to improve interactions with our customers. Thanks to expertise of the consultants, it was possible to optimise the features to be implemented not only on a technological level, but also from the point of view of grounding the project in relation to the various company departments involved."

Matteo Mazzola
Group Customer Director | IMS Technologies

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