Published : 02/04/2026 - 7 minutes read
Inetum adapts Salesforce to each customer's needs, delivering real added value
As a Salesforce partner, Inetum deploys customized cloud solutions Frédéric Michelon, Global Practice Manager Salesforce at Inetum, details the strategy of Salesforce's European partner.
With more than 80% of large global companies using Salesforce, the American CRM platform has established itself as an essential standard. But deploying these solutions requires specialized expertise.
Inetum, one of the publishers’ main European partners, supports this digital transformation through its 500 certified consultants. Frédéric Michelon discusses Inetum's strengths and market trends.
Frédéric Michelon, Global Practice Manager Salesforce at Inetum
How does Inetum stand out from the major integrators in the Salesforce market?
Our “superpower” is our local presence, working closely with our customers. Compared to the major players in the market, we are also more flexible. We can easily offer a solution without going through large hierarchical structures, which can sometimes be difficult to work with. Salesforce provides the software and we adapt to each customer's needs. We don't just sell licenses, we are there to provide added value. We have a global vision but remain close to the customer.
How do you keep up with developments on the Salesforce platform?
We attend key events, such as Dreamforce, which takes place once a year in San Francisco. At the last event, one of the major new features was voice technology. We will soon be able to interact vocally with AI agents.
What role does artificial intelligence play in your offering?
One of the best solutions available today is the Agentforce platform. It delivers efficiency gains of over 40%. Let me give you an example related to the voice I was talking about. Today, if you call a call center and no one is available, you're stuck. In the near future, there will always be someone to answer, but you may be talking to an AI agent rather than a human. Another example is access to information. When there is a new employee in the company, the learning curve is much simpler thanks to these tools.
What concrete results have you seen with your customers?
The cases are extremely varied. For example, at Iberdrola, a large energy company in Spain, we have reduced ticketing by 40%. This is an improvement in the way you interact with your customer via CRM. The impacts can be in terms of quality, quantity, or time. There are different KPIs: revenue, rapid resolution of requests, team productivity, API integration, return on investment, increased conversion. The possibilities are endless.
What are your priorities for 2026?
Our idea is to focus on industries and on Agentforce. We are implementing Agentforce in our own CRM at Inetum in order to improve our processes and have concrete examples to present. One of the critical challenges for our customers is to effectively connect tools and information sources. Tools such as MuleSoft and Tableau are designed for this purpose, and we have the expertise to ensure that all our clients benefit from them.
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