IMA Protect

“It was the key users who made this choice based on ergonomics, design, and features: in their eyes, it was the solution that met the most criteria.”
Guillaume Fantaci
Project Coordinator

In 2009, IMA PROTECT decided to overhaul its aging IT system with a business-oriented approach, involving end-users heavily in decision-making.
The option of custom development was quickly discarded in favor of market solutions.

In addition to pre-sales, the project scope evolved significantly to cover contract initiation while integrating processes related to contract lifecycle and customer relationship management.
The choice ultimately fell on Coheris by ChapsVision.

Why did you decide to launch this initial project?

The tool used before Coheris by ChapsVision, shared across all business areas, had many instabilities and was based on a technologically obsolete platform. Upgrades were complex due to many specific developments.
A need for a service-oriented architecture emerged, to restore IT system stability and implement a modular structure.

Why did you decide to migrate to the new version of Coheris CRM by ChapsVision?

We were running an older version of Coheris CRM by ChapsVision in production.
The goal was to realign all technical platforms to have a coherent and technically robust system.
Moving to the new version of Coheris CRM by ChapsVision allowed us to have an up-to-date version.

Who uses the solution internally?

About one hundred users use the solution regularly, mainly across three departments: customer service, contract administration and scheduling, and claims management. These are remote customer advisors handling inbound or outbound calls, as well as back-office users.
The solution is used internally for all contract management and customer relationship tracking for home monitoring subscribers.
One of the main features is scheduling appointments between our customers and equipment installers.

The transition to the new version went smoothly, and all employees were very receptive to next-generation applications.
The feedback was also positive due to new features such as the timeline.

As with any project, the impact of change on users’ work had to be considered. We therefore involved key users early on, communicated openly, and scheduled two days of training per person.
In reality, after one day, most users who felt comfortable had returned to production. After one week of use in production, users abandoned old habits in favor of the new system.

Why did you choose Coheris by ChapsVision initially, and not a competitor’s solution?

It was the key users who made this choice based on ergonomics, design, and features: in their view, it was the solution that met the most criteria.
Over time, we had the opportunity to try a competitor solution in 2018… It matched our needs less, and beyond the solution itself, you also need to look at the vendor.

Coheris by ChapsVision has strong expertise in customer relationship management issues and provides appropriate responses to these needs. With Coheris by ChapsVision, there is expertise.

The tool itself is much more than just a “toolbox” as offered by other vendors: there are relevant ready-to-use features available as standard.
And it is a French product, with French support, which allows us to maintain “proximity” compared to an international solution, enabling us to consume “local.” In the current context, this is an important aspect.

What has Coheris CRM by ChapsVision delivered?

Among the strengths that satisfy us, we can mention:

• Easy and intuitive case management
• The prospect of new features
• The ability of the solution to evolve to better fit our needs
• Application responsiveness, enabling us to achieve considerable time savings

What are your short-, medium-, and long-term projects with our teams?

We have a major objective: to improve customer relationship quality by centralizing all information related to customer tracking.
Around this, several themes are under consideration. There is no shortage of ideas: our challenge is to successfully align with the company’s strategy and priorities, while demonstrating what this brings to our teams and to our service quality.