Case Study

The Power of Consolidated CRM.

Embedding customers’ ever-changing needs in processes & services.

Adapting new customer requirements.

Since the beginning of digital printing technology, SIHL is recognized as an innovator and world market leader for print media substrates. Today, SIHL is still tirelessly committed to delivering high-quality substrates to its customers.

A key to SIHL's success has been its ability to respond to the ever-changing needs of its customers and to reflect these needs in its product development and delivery.

This enabled SIHL to strengthen its customers' market positions with its innovative products and services, improving their added value. ICB helps SIHL to provide its customers with a completely new level of transparency, proximity, and mobility.

Helping customers be successful

One consistent view

A 360˚ customer view, group-wide!

For SIHL to get closer to its customers, anticipate their behavior, and to create better consumer experiences, it needed to embed their customers’ needs into product development, production, and delivery processes. A centralized 360˚customer view was necessary, accessible by all departments, from anywhere, with any device.

"We like ICB's focus on standards. It saved us 50,000 euros in development costs."

Martin Blom

CFO

Sihl Group

The challenges of disparate CRM systems.

SIHL faced the classic problems associated with international growth, where different business locations developed their own CRM systems over time. Although offices in Germany, Switzerland, and the US had reliable views of their respective customers, it became increasingly difficult to garner a consolidated view—in real-time—of customer needs, sales funnels, and customer data. The compound effect made it arduous to establish agile product development, operations, and delivery processes, in response to changing customer needs.

Also, the operational and maintenance costs of running multiple disparate CRM instances grew exponentially.

One centralized data pool

The ICB solution

We partnered with SIHL to develop a future-proof, cloud based CRM architecture built on Microsoft Dynamics 365 for a modern customer engagement plan. Applying our unique combination of lean methodologies, strict standards, and best practices, we developed a centralized CRM system giving SIHL a 360˚customer view in a matter of months.

Simple & cost-effective

A Consolidated CRM solution in the Cloud.

The ICB solution business impact.

Customer data must be accessible by all stakeholders of the company while remaining consistent and up-to-date. ICB supports SIHL in maintaining its business advantage through better forecasting, greater customer proximity, and full mobile access to customer data from anywhere. By leveraging the power of consolidated CRM and integrating customer data with its processes, SIHL now benefits from the advantages of greater speed and flexibility to keep pace with the needs and expectations of its customers.

Future ready business.

All barriers to SaaS app adoption have been removed.

Agile development, production and delivery processes.

Consistent view of customer data.

Better decision making.

Clear view of the needs and requirements

Eliminated data redundancy.

Better business planning.

Accurate sales & marketing forecasts

Improved productivity.

Lower costs.

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