Customer Experience and BPM

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Area of Interest
Customer Experience and BPM

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Reply is a Gartner Leader Implementation partner for Customer Experience. Our offering across the technology spectrum allows customers to choose the technology suite that best aligns with their business needs. We work with customers to help define, implement, streamline, and automate processes across all areas of their business. Our service offerings include MS Dynamics,, and Creatio. We also offer a full service suite of e-Commerce, Mobile, and Web development capabilities.
We provide solutions to help our customers succeed in their day to day to business


Industrie Reply provides its customers, both large and small business, with solutions for the sales team to operate successfully by automatizing routine tasks, giving full visibility on customer data and increasing data quality, enabling the sales representative to focus on acquiring leads, growing the opportunity pipeline, driving customer interactions and closing deals.


Customers today use all possible channels to express their opinions and concerns, from traditional ones like phone and email to the unlimited possibilities of social media. Industrie Reply provide tailored solutions to fit customers' needs for 24/7 customer support, enabling customer service representative to answer questions instantly on all channels, track their cases and view all customer data at a glance


Customer Communications and Direct Marketing are a cruicial part of today's Customer experience. Industrie Reply's experience in tool development and templates via Marketing clouds, enables customers to quickly, easily and efficently manage campaigns and other outbound coomunications with customers.


Business Processes are frequently changing to adapt to Company reorganizations or respond to industry and market changes. Business Process Management (BPM) facilitates the automation of tasks and processes, reducing backoffice work and allowing employees focused on core activities such as customer engagement. Industrie Reply provides low-code solutions that help Customers to streamline, automate their processes and the capabilities to maintain them autonomously, giving Customers more control and flexibility so that processes will always be up to date to reflect the new needs.

Our Technologies and Partners

  • Microsoft Dynamics

    Reply's Global Alliance with Microsoft makes us one of the premier Implementation partners for Dynamics CRM.

  • Salesforce

    Reply is a premier Salesforce Consulting Partner since 2005.

  • Creatio

    Industrie Reply is Global System Integrator for Creatio. Creatio is a BPM low code no code platform named Gartner Leader for Salesforce Automation.

Our Success Stories

eMobility Global CRM 0


Case Study

eMobility Global CRM

Industrie Reply has been engaged by the customer to provide expert support in the analysis of the IT landscape, evaluation of CRM strategy, requirement definition and solution rollout support. The solution supports  CRM core processes such as Lead Management, Opportunity Management, Customer Data Management Catalog Management together with Billing and Logistic Processes for Order Intake, Management and Purchasing. 

Case Management

Case Study

Dealer Parts System

The customer was looking for a central system where the Customer Service could keep track of Dealer inquiries on Parts and automate as much as possible the Incident Management (creation, update and resolution) accordingly to the input from external systems used by other teams involved in the resolution of those incidents. The requirement was also to be able to report on KPIs to improve performance and identify bottlenecks in the process. 

Dealer Parts System 0
Field Force Automation 0

Business Process Automation

Case Study

Field Force Automation

The customer wanted to standardize and automate sales and services processes for all subbrands and departments and needed a new Sales Force Automation system. Industrie Reply created and implemented a web-enabled solution to automate core sales and service processes, including account management, contacts, sales opportunities and forecasts, as well as orders and inventory, activity tracking and analysis, and operational reporting.

Web Application

Case Study

Customer Product Delivery Process

The customer wanted a way to capture the quality of the products at each step of the delivery process from the manufacturing plant to the final customer through the Dealership. Industrie Reply provided an application to manage electronic forms with a dynamics content changing with the product type. Data collected with the application can be analyzed by Central Services and the responsible for the Plant quality informed of any corrective action to be taken.

Customer Product Delivery Process 0
Global Quality 0

Business Process Automation

Case Study

Global Quality

The customer has multiple warehouse across US and Canada and of them have specific and unique purpose. Reply has deployed a Warehouse Mangement Solution  in all of them creating a network where all the Spare Parts are received, stored and distributed. .  In addition to the WMS, Reply was engaged in the Global Project as an additional undertaking to implement a more automated/user friendly solution for the Quality process leveraging on Microsoft Technology.