case studies


business case

Founded in 1961, IMA is a world leader in the design and production of automatic machines for the processing and packaging of pharmaceutical products, cosmetics, food, tea and coffee.
5,500 employees, 41 production sites, 80 countries covered by the sales network, IMA’s mission is to invest in technologies to improve the quality of life on the planet, the reduction of food waste, access to increasingly effective drugs and greater respect for the environment.

In this context, IMA’s need was to streamline processes related to customer relations, from marketing and therefore all the pre-sales and sales processes to customer service and therefore more related to the post-sales world.


Within the CRM project for IMA, PA EXPERTISE focused on the need to make customer relationship processes more efficient, from marketing to customer service. Our team composed of both technical and functional figures, worked successfully with the client, by using a decidedly agile approach: we analyzed, modeled, developed, released and constantly monitored all the activities in these areas.

The skills of the PA EXPERTISE team applied to the Microsoft Dynamics CRM platform, today Dynamics 365 Customer Engagement, proved to be a winning combination in the eyes of the customer.


Here are just some examples of the subjects and benefits of this project:

  • Campaign Management
  • Collection of contacts at the fair
  • Lead management and qualification
  • Market classification
  • Sales Structure Management
  • Sales Budget
  • Management of visit reports
  • Marketing Automation
  • Competition Management
  • Case Management
  • Service Task Management
  • Work Traveling Info
  • Post sales survey
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