Case Study

The Power of Consolidated CRM.

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

Adapting new customer requirements.

Since the dawn of digital printing technology, SIHL has been recognized as an innovator and world leader in print media substrates. SIHL is still relentlessly 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 reflect them in product development and delivery.

This enabled SIHL to strengthen its customers' market position with its innovative products and services and to improve their added value. ICB helps SIHL deliver a whole new level of transparency, proximity and mobility to its customers.

Helping customers be successful

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.

One consistent view

"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 based on Microsoft Dynamics 365 and create a modern customer engagement plan. Using our unique combination of lean methodologies, rigorous standards, and best practices, we developed a centralized CRM system that gave 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 to all stakeholders of the company while remaining consistent and up-to-date. ICB helps SIHL maintain its business advantage through better anticipation, closer proximity and mobile access to customer data from anywhere. By harnessing the power of consolidated CRM for SIHL and integrating customer data into its processes, the company is now reaping the benefits of increased speed and greater flexibility to keep up with its customers' needs, wants, and expectations.

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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