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-five 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.
