IMCD faced a series of distinct yet interconnected challenges. In the realm of QA testing, a once-efficient automated system began to falter. It buckled under the weight of evolving Salesforce projects and an overreliance on manual testing. Customer service, too, was in a bind, with manual email assignments becoming increasingly unwieldy as the company grew.

Meanwhile, the sales team struggled with an outdated document generation system, hindering their efficiency. Lastly, in sales and distribution, the challenge was to keep pace with the expanding product lines and global reach. That required a more streamlined approach to training and presentation.

To navigate these choppy waters, IMCD partnered with Redtag to craft targeted solutions. For QA testing, Redtag helped to integrate the Provar tool, injecting automation and renewed efficiency into the process. This modernization has not only accelerated testing speeds but also significantly reduced the risks associated with human error. In customer service, the Redtag team revolutionized case classification and routing with a custom Email-to-Case solution, turning a cumbersome process into a smooth and easy operation.

The sales team's document generation woes were addressed by upgrading to the modern Conga system and developing a new Lightning flow that is more flexible and modern. That was meant to revamp their workflow and save a significant amount of man-hours a user spends to generate the complete document. For sales and distribution, the creation of a digital experience site with a Guided Selling Tool marked a significant step towards improving product presentation and sales efficiency.