Case Study: IMA Schelling streamlines CRM support and cuts costs with CometChat

IMA Schelling - Customer Case Study

IMA Schelling, a global industrial machinery manufacturer, faced challenges with delayed customer support and high costs from its existing email and phone systems. Seeking a more dynamic solution, the company needed a fully integrated and affordable chat function for its CRM, as other options like Microsoft Omnichannel were prohibitively expensive. This led them to the vendor CometChat.

By implementing CometChat, IMA Schelling integrated a native chat solution into its CRM, centralizing ticket management and enabling real-time support with file sharing and remote access tools. The solution also included translation features for global customers and automated workflows for resolution updates. CometChat provided a cost-effective alternative to expensive platforms, which significantly enhanced support capabilities, improved communication and resolution times, and provided valuable data insights for team training.

IMA Schelling

Claudio Eugster

Head of Application Development & Digitalisation