Setting Industry Standards with Advanced Machinery
Founded with a vision of revolutionizing industrial machinery, IMA Schelling Group has grown from humble beginnings into a global powerhouse. The company embarked on its journey with a focus on designing cutting-edge machines that would set new standards in precision and efficiency. Over the years, their dedication to innovation has positioned them at the forefront of the industry, providing advanced solutions for woodworking, metalworking, and plastics processing.
IMA Schelling’s relentless pursuit of excellence is evident in their state-of-the-art machines that cater to a wide array of industrial needs. Their products, known for their reliability and high performance, have earned them a distinguished reputation. Businesses worldwide rely on IMA Schelling's expertise to enhance their production capabilities, trusting the brand not only for its technological prowess but also for its unwavering commitment to quality and customer service.
Navigating Obstacles in Customer Support
Despite having a robust CRM system in place, IMA Schelling faced significant challenges in delivering seamless customer support. Their existing channels—primarily email and phone—were effective but lagged in providing real-time communication and instant resolution of issues. As customer expectations for rapid support grew, the limitations of these traditional methods became increasingly evident. IMA Schelling recognized the urgent need for a more dynamic and responsive support system.
Their primary goal was to streamline the resolution process for customer issues and inquiries by integrating a chat solution directly into their CRM system. However, they encountered several challenges in this endeavor:
Inefficiencies in Communication
The existing email and phone support, while reliable, often resulted in delays, causing frustration for customers who expected immediate responses and quick resolutions.
Lack of Integration
The tools they had did not integrate seamlessly with their CRM, leading to a fragmented and cumbersome support experience for both customers and support staff.
High Costs of Alternative Solutions
During their search for an effective chat solution, IMA Schelling found that many comprehensive options, such as Microsoft Omnichannel, were prohibitively expensive, with costs reaching up to €500,000 per year—well beyond their budget constraints.
IMA Schelling needed a solution that was both cost-effective and fully integrated with their CRM to enhance their support capabilities without incurring exorbitant costs. This quest for an affordable yet comprehensive solution led them to discover Cometchat.
How IMA Schelling Uses Cometchat
Faced with these challenges, IMA Schelling wanted a solution that would work natively within their existing CRM rather than opting for a standalone support chat product. After evaluating several options, they turned to CometChat to quickly build this capability due to its cost-effectiveness and comprehensive feature set.
"In the preparation phase, we had 8 or 9 solutions in mind. One of them was Cometchat. We had a requirement catalog, and Cometchat ticked all the boxes and offered the best pricing model aligned to our needs. That's why we decided to trust Cometchat."
Claudio Eugster
Head Of Application Development & Digitalisation, IMA Schelling
Here's how they implemented chat to improve the support experience:
Centralized Ticket Management and Live Chat Support
Customers create tickets through their accounts, specifying the nature of their issues, setting priorities, and requesting specific services. These tickets are then received in the CRM, where agents can initiate chats with customers.
The chat setup includes features such as file attachment capabilities and access to remote maintenance tools like TeamViewer and Remote Assist. These features enable agents to provide real-time troubleshooting and support. By using chat, agents can quickly gather additional information, share solutions, and resolve issues more efficiently compared to traditional email or phone support.
"When we close the ticket in the CRM through chat, our hotline technician notes the resolution, and the CRM bot adds this information to the ticket. This makes it easier for us to record the most common defects and resolutions in the chat screen itself. Once we have sufficient information, we are planning to leverage CometChat to create a knowledge base in the future."
Claudio Eugster
Head Of Application Development & Digitalisation, IMA Schelling
Localized Language Support for Global Customers
To support their global customer base, IMA Schelling implemented a translation feature within the chat system. This functionality allows support agents and customers to communicate in their preferred languages, ensuring clear and effective interactions.
Automated Resolution Workflows and Customer Updates
Once a support ticket is resolved, the technician documents the resolution in the CRM. The CRM bot automatically updates the ticket and notifies the customer via chat. This ensures that customers are promptly informed about the status of their issues without the need for manual follow-up by support agents. By automating these updates, IMA Schelling ensures timely communication and allows agents to focus on more complex tasks.
Actionable Insights and Training
IMA Schelling uses integrated reporting tools to monitor support operations, tracking metrics like chat-related tickets, response times, and resolution rates. These insights reveal trends and areas for improvement, helping optimize support strategies. Additionally, data from the Cometchat dashboard is used to train support executives on best practices to ensure efficient and effective service.
"I login to CometChat’s dashboard everyday and check insights from the chat support to see how customers use it and how we use it internally. We track when a ticket is closed, and the technician fills out the required field for resolution. We use this data to train the team on resolving common queries"
Claudio Eugster
Head Of Application Development & Digitalisation, IMA Schelling
IMA Schelling’s decision to implement CometChat over more expensive alternatives like Microsoft Omnichannel has proven a wise investment. By choosing a solution that meets all their requirements at a fraction of the cost, they have successfully enhanced their support capabilities without compromising on quality. The integration of chat into their CRM system has not only improved communication and resolution times but also allowed them to maintain a competitive edge in the market.
