Paredes reduces customer returns thanks to Dynamics 365 and Inetum

Paredes reduces customer returns thanks to Dynamics 365 and Inetum

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Arriving during the project, Inetum stabilized the functional business processes of the hygiene specialist Paredes in order to finalize the deployment of Dynamics 365. The collaboration continues today with the activation of new Microsoft CRM modules.

A major player in professional hygiene / protection in France and Italy, the Paredes group employs 650 employees and achieved a turnover of 215 million euros in 2022. At the end of 2020, and in order to optimize the management of its some 25,000 customers, the family business (founded in 1942) decided to adopt the Microsoft Dynamics solution. “Dynamics was chosen to meet the needs to improve our processes in terms of customer referencing and subscriptions,” explained Stéphane Margarit to the digital and information systems department at Paredes. Until now, these processes were managed using specific functionalities developed in the Sage X3 back office, but which no longer met the needs effectively. “Dynamics is much more powerful and easier to use. This results in better efficiency of customer service in the implementation of contracts,” specified the IT manager, who particularly praised the coupling of CRM with INSEE. “For customer referencing, it is a guarantee of quality. »

Stabilize the project to launch TMA

To deploy Dynamics, Paredes initially called on a first specialized service provider. But the solution delivered did not fully meet the expectations of the hygiene specialist. To plug this gap, the company with 8,000 reference products launched a new call for tender for a TMA (Third Party Application Maintenance) from Dynamics. With a “clear and well-mastered” methodology, and a coherent budgetary approach, Inetum gained the contract in March 2023. Paredes was particularly attracted by the audit that the ESN proposed in its offer to initiate the TMA.

The study revealed a more problematic situation than expected. Several processes delivered turned out to be too incomplete to be deployed to the business lines. “The audit allowed us to point out our weak points on certain technical aspects. It was necessary to finish subjects that were not completely ready. If the call to tender corresponded to the establishment of a TMA, ultimately, we were more in a stabilization and end of project phase. After a few discussions, Inetum adjusted the system to meet this expectation,” recalled Stéphane Margarit. The IS Delivery Manager particularly appreciated Inetum's agility in its ability to finalize the project, while respecting the announced deadlines. The ESN teams then focused on finishing the development queues, whenever necessary in order to make the processes functional. “Inetum helped us get the project back on track,” emphasized Stéphane Margarit.

A more stable application and fewer customer returns

Once the processes had been stabilized, the deployment of Dynamics to the ten French Paredes sites continued. Only three sites have not yet been equipped, for reasons of resources and workload issues specific to the company based in Lyon. These will be installed before the end of the year. Launched at the beginning of 2024, Inetum's "classic" TMA service has met with the customer’s complete satisfaction. In particular, the IT manager noted "a more stable application and a reduction in customer feedback on contract management." Stéphane Margarit also praised the size of his new partner. "Inetum has a wide range of skills and both technical and functional consultants. That's the advantage of having a service provider with a rather broad range of services and skills. It's reassuring," he concluded.

On the strength of this mutual trust, Inetum and Paredes are today pursuing their relationship around two new Dynamics work packages: the deployment of a Field Services module and a mobile application to optimize the rounds of technical teams in the field (installation/disinstallation and maintenance of equipment positioned at customer sites); And a sales force management module (Salesforce Automation) to organize sales visits and the production of reports. Two new projects, scheduled for 2024 and 2025 respectively, will further enhance the quality of Paredes' customer relations.

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