ICAM

Icam has been designing automated and intelligent solutions to support the mobility of materials and goods for over 60 years. With over 4,500 installations in more than 50 countries around the world, Icam stands for cutting-edge innovation and technology.

The whole process must be fast, efficient and secure for such an innovative company. For this reason, it relied on Sidea Group to design a new sales and customer service process.
Thanks to Salesforce CRM tools, Icam is newly equipped with integrated and proactive customer service, able to respond to all requests in real time and on all channels.
This way, Icam can view customers’ activities, monitor their needs, track them and know the status of any maintenance request at any time.

The heart of the project is the Salesforce “Field service” module, which actually digitises the entire customer service process, both remotely and in the field.
Thanks to the integrated CRM platform, each customer journey phase is connected with the others to offer a unique and always updated vision of the activities.

The result? Efficiency and productivity and, what’s more, customers are satisfied and their loyalty bolstered.