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Markem-Imaje streamlines B2B e-commerce to support essential production.
As the COVID-19 crisis evolved in Europe and the U.S., Markem-Imaje’s divisions became concerned that some of its suppliers would be unable to maintain stock levels. With many of its customers relying on its product tracing and identification solutions to help them meet compliance requirements for essential food and healthcare products, the company urgently needed to ensure it could continue to supply and support its customers, even as staff members were forced to work from home.
It also needed to maintain and service its products for customers, at a time when most sites were closed to visitors.
Markem-Imaje is a Trailblazer in helping businesses manufacture packaged and essential goods.
Markem-Imaje is one of the world’s leading manufacturers and distributors of specialized product identification and traceability solutions for the packaging industry.
The company plays a critical role in ensuring businesses remain compliant during the production of many essential items, including food, beverages, and pharmaceutical products. For example, it provides printers that print barcodes and other coded information on packaging. Safeguarding the production of these items is particularly important during the current crisis, which has seen widespread shortages of items including personal protective equipment, toilet paper, and packaged food.
With the COVID-19 situation worsening, the company quickly recognized the importance of keeping its service and B2B commerce channels operating to support its customers through this difficult period. It also realized it needed to keep customers informed as the crisis unfolded. Markem-Imaje was able to do this with the help of Salesforce technology already in place.
“What we’re trying to do is stay very close to our customers, to make sure their problems are being addressed and that communication is as fluid as possible,” said Christophe Lopez, Vice President Global Customer Care Operations at Markem-Imaje.
Visibility over customer data makes remote working easier.
With many of the company’s employees working remotely, ensuring customer care and help-desk teams could continue to support customers seamlessly was a priority for Markem-Imaje.
“We needed to ensure that we didn’t have any capacity issues that would prevent us from putting into effect the business decisions we were making,” said Lopez.
Fortunately, Sales Cloud allows team members to securely access a complete view of the customer from wherever they are working. This means they can continue to provide customers with exceptional customer service. Labor-saving automated features such as Salesforce’s configure, price, quote functionality are also helping to ensure customers' needs are met. This functionality allows customers to quickly generate quotes at their convenience, without the help of a sales agent.
The company is also using virtual assistant solution SightCall, available through Salesforce AppExchange, to provide technical services via video technology at sites where visitors are not permitted.