The Challenge
OmicronLab's main challenge was to unify data dispersed in multiple systems to achieve a more efficient and effective commercial management. In addition, the commercial team faced difficulties in recording field visits and managing portfolios due to the lack of a centralized platform that would allow them real-time visibility and control.
Type of service contracted
Persona Playbooks, Customer Journeys, Process Matrices, Implementation of API integrations + Data Management Training
The Solution
ICX Consulting led a comprehensive diagnostic process to identify critical points in OmicronLab's business management. From this analysis, a strategy was designed that included advanced integrations and process automation, significantly improving operational efficiency and customer experience.
To address the client's challenge of fragmented data and disconnected systems, an advanced integration strategy was implemented to unify all relevant information within a centralized digital ecosystem. This approach enabled real-time visibility, consistent data flow, and streamlined management across departments, significantly improving traceability and operational efficiency.
ICX led the entire process—from the initial analysis and information mapping to the definition of integration requirements. The team not only designed the technical architecture but also accompanied the client through the adoption of the new solution, ensuring smooth implementation and internal alignment with business goals.
The service provided included the creation of Persona Playbooks, detailed Customer Journeys, and comprehensive Process Matrices to map and align operational flows. Additionally, ICX executed the implementation of API integrations between core platforms and delivered training in data management to empower the client’s teams.
This transformation was enabled by a robust tech stack consisting of an iPaaS (Integration Platform as a Service) for system connectivity, a unified CRM to consolidate customer data, and advanced analytics tools to extract insights and drive smarter decision-making across the organization.
