Redtag’s Staff Augmentation Services Drive Growth of Chemical Manufacturing Giant

About

IMCD, a global leader in the distribution and formulation of specialty chemicals and ingredients, boasts a presence in EMEA, Asia-Pacific, and the Americas. The company has achieved remarkable growth, with revenues reaching EUR 4,601 million in 2022. Employing nearly 4,300 professionals across over 60 countries, IMCD caters to around 60,000 customers and a vast network of suppliers, embodying excellence in chemical innovation.

Challenges: Overcoming Operational Hurdles

IMCD faced four major challenges impacting various aspects of its operations:

• Inefficient QA testing due to reliance on manual processes and outdated automated systems.
• Cumbersome customer service processes, with manual email assignments slowing down response times.
• An outdated document generation system, affecting the sales team’s efficiency.
• The need for a more streamlined approach in sales and distribution to match the company’s expanding product lines and global reach.

Solution: Redtag’s Tailored Technological Innovations

Redtag’s approach was to provide staff augmentation services and implement a suite of Salesforce technologies, including Service Cloud, Sales Cloud, and more, to address each challenge:

• QA Testing: Integration of the Provar tool to bring automation and efficiency.
• Customer Service: A custom Email-to-Case solution to automate and streamline case routing.
• Sales Document Generation: Upgrading to the Conga system and developing a new Lightning flow for greater flexibility and efficiency.
• Sales and Distribution: Creating a digital experience site with a Guided Selling Tool to enhance product presentation and sales efficiency.

Results: A Leap Towards Operational Excellence

The partnership between IMCD and Redtag has yielded transformative results:

• A significant reduction in the QA testing workload and improvement in product quality.
• Drastic reduction in case resolution times, boosting customer service efficiency.
• A 10% increase in efficiency for the sales team through the new document generation system.
• Enhanced performance of sales managers, improving product presentation and client interactions.