Ploomes expands service to Philips in Latin America

In 2019, the Philips healthcare sector in Brazil faced a major challenge: how to optimize the after-sales area to be able to offer services more efficiently? The technology company's scenario had peculiarities that other systems in the market until then were unable to meet and the search for a solution turned out to be more challenging than expected.

It was with this dilemma in hand that Philips discovered Ploomes, a CRM provider capable of exceeding all the requirements sought by the Dutch multinational: “From the first conversation with them, we understood that it would be possible to achieve better business results with the use of technology and go beyond solving problems that we had identified at the beginning”, comments Thiago Faustinoni, commercial leader for services and solutions at Philips.

After the success with the implementation, the performance achieved by the Brazilian subsidiary with CRM began to attract the attention of other Philips units spread across Latin America. This improvement in performance, combined with a better strategic vision, led directors from 6 countries to contact Ploomes directly.

Faced with this new challenge, Ploomes began one of its most ambitious projects: offering a platform adapted not only to the well-known reality of Philips, but also to the needs and requirements of units in Argentina, Mexico, Chile, Peru, Colombia and Puerto Rico.

“We were already testing the internationalization of our CRM some time ago,” adds Tiago Pagani, responsible for the customer success area and one of the founders of Ploomes, “with the proposal of such an important partner for us, we accepted the challenge of serving Philips in other countries with the commitment to always delivering the same quality that we had achieved before”.

Among the changes made are the translation of the tool into English, the inclusion of taxes and commercial policies of all the countries involved, and the adaptation of documents generated in the tool to other languages. In addition to the changes made, new translations were also considered for the future, such as for the Spanish and German languages.