List of ImBox Case Management Customers
Gothenburg, 411 18,
Sweden
Since 2010, our global team of researchers has been studying ImBox Case Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ImBox Case Management for Case Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ImBox Case Management for Case Management include: LeasePlan Sweden, a Sweden based Automotive organisation with 150 employees and revenues of $200.0 million, Glitter Sweden, a Sweden based Professional Services organisation with 50 employees and revenues of $21.0 million, Forlagssystem Jal, a Sweden based Distribution organisation with 149 employees and revenues of $15.0 million and many others.
Contact us if you need a completed and verified list of companies using ImBox Case Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Forlagssystem Jal | Distribution | 149 | $15M | Sweden | ImBox Sweden | ImBox Case Management | Case Management | 2022 | n/a |
In 2022, Forlagssystem Jal implemented ImBox Case Management to consolidate multiple inboxes and modernize customer service across its book-distribution operations. The deployment targeted CRM and customer service workflows in Sweden and centered on the Case Management application to centralize incoming customer inquiries. This initiative positioned ImBox Case Management as the primary platform for handling multi-channel customer interactions.
For the deployment Forlagssystem configured ImBox Case Management modules including email ticketing, telephony, chat and forms, aligning ticketing workflows with team-based routing and handover processes. Standard Case Management capabilities such as automated routing rules, threaded ticket histories and case assignment were applied to improve internal collaboration and reduce manual inbox triage. Configuration emphasized unified case records that associate voice and chat interactions with email tickets to support multi-channel resolution.
Operational scope encompassed customer service and CRM functions across Forlagssystem Jal's distribution operations in Sweden, with the rollout focused on consolidating disparate inboxes into a single case queue. Governance changes introduced case ownership and explicit handover steps between teams to improve traceability of customer interactions. Reported outcomes included faster answers, better routing and easier handover between teams.
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Glitter Sweden | Professional Services | 50 | $21M | Sweden | ImBox Sweden | ImBox Case Management | Case Management | 2022 | n/a |
In 2022 Glitter Sweden implemented ImBox Case Management, deploying the Case Management application to centralize CRM and customer service across four Nordic markets. The deployment targeted customer service channels including email, chat, telephony and social to consolidate inbound inquiry handling and standardize response workflows.
Configuration emphasized channel modules and knowledge tooling, specifically chat, FAQ, telephony and forms which are listed on the vendor case page, and the full ImBox Case Management application served as the operational platform. Standard Case Management capabilities such as a unified inbox, case routing, SLA tracking and prioritization for one-touch resolution were configured to support frontline agents and reduce handoffs.
Operational scope covered Glitter Sweden's CRM and customer service teams across the four Nordics markets, centralizing channel handling into a single application and aligning case assignment and escalation paths. Integrations focused on consolidating customer-facing channels rather than back office systems, with channel-level routing implemented for email, chat, telephony and social.
Governance changes included formalizing SLA monitoring and ownership workflows to enforce first-response and one-touch handling, reflected in the implementation and rollout across the Nordic service organization. According to the vendor case, ImBox Case Management delivered measurable improvements in SLA adherence and first-response one-touch performance, and module usage for chat, FAQ, telephony and forms is documented on the case page.
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LeasePlan Sweden | Automotive | 150 | $200M | Sweden | ImBox Sweden | ImBox Case Management | Case Management | 2024 | n/a |
In 2024, LeasePlan Sweden implemented ImBox Case Management as a CRM and customer service solution in Sweden. The deployment combined ImBox Case Management with ImBox AI chatbot functionality to automate first line responses in customer chat, with the chatbot handling roughly 75 to 80 percent of incoming chat queries and improving 24/7 availability.
The implementation centered on case intake and automated chat triage capabilities within ImBox Case Management, routing AI handled contacts into ticket creation and escalation queues when required. Configuration emphasized conversational AI triage, automated response templates, and handoff rules to move complex cases to human agents, preserving agent context and case history inside the case management record.
Operational coverage was focused on the customer service organization in Sweden, with the ImBox AI chatbot integrated directly into chat channels to provide continuous availability and reduce agent workload. The vendor case materials describe a CRM oriented rollout that positioned ImBox Case Management as the primary system for first contact resolution and agent offload through AI driven chat handling.
Governance shifted toward AI first triage and defined escalation workflows for cases that require human intervention, aligning agent responsibilities to handle escalated cases and exceptions. Outcomes explicitly reported in the source include faster customer responses and measurable agent offload through the ImBox AI chatbot and chat automation, with improved around the clock accessibility for customers.
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