Projects/Digital Transformation/Reinventing B2B Client Engagement through WeChat / WeCom for Intralox
Reinventing B2B Client Engagement through WeChat / WeCom for Intralox
Intralox
In this article, discover how IT Consultis helped Intralox digitally transform its B2B client engagement in China by integrating WeCom and a Social CRM into its WeChat ecosystem.
About the Client: Intralox
Intralox, a global leader in conveyor belt solutions, has long been at the forefront of innovation in the industrial automation and logistics sector.
Founded in 1971 and headquartered in New Orleans, Louisiana, Intralox revolutionized material handling with the invention of the modular plastic conveyor belt. Today, the company holds 2,215 patents and employs more than 2,500 people worldwide.
With operations in over 100 countries and regional headquarters in the U.S., Europe, and China, Intralox serves a diverse range of industries including food processing, automotive, e-commerce logistics, and packaging.
Their client portfolio includes some of the largest names in manufacturing and distribution, underscoring their role as a pivotal player in the global supply chain.
The company’s relentless commitment to innovation, customer service, and operational excellence has positioned it as a trusted partner for Fortune 500 firms and industry leaders alike.
Goals & Objectives
IT Consultis (ITC) worked together with Intralox to enhance their local operations in China by embarking on a tailored digital transformation journey.
This involved conducting a full audit of Intralox’s digital ecosystem, understanding its operations and challenges, and designing and implementing a localized, strategic plan to enhance B2B customer engagement, data management, and digital communication channels.
To help Intralox unlock the full potential of its digital presence in China, we outlined key improvement areas to build a more efficient, compliant, and conversion-driven ecosystem:
- Improve Communication with Customers: Consolidate fragmented touchpoints and streamline internal workflows through WeCom and the WeChat Official Account, ensuring efficient, professional, and human-centric customer interactions.
- Enhance Lead Acquisition and Management: Boost Intralox’s ability to attract and qualify leads within the WeChat ecosystem by implementing integrated tools and creating a seamless, trackable user journey.
- Enhance Data Ownership for More Informed Marketing Strategy: Strengthen data collection, segmentation, and governance in alignment with China’s data privacy regulations to support personalized, insight-driven engagement.
- Enhance O2O Digital Experience: Connect online and offline touchpoints through tailored digital enablers like Mini Programs and CRM integration to deliver consistent, high-value customer experiences throughout the buyer journey.
Solutions
Building a Comprehensive B2B Digital Transformation Roadmap in China for Intralox
Recognizing the opportunity to strengthen its operations and customer engagement in the region, Intralox sought to align its local approach with best-in-class digital standards.
The first step in this journey was a comprehensive audit and strategic assessment to inform a tailored digital transformation roadmap.
To begin, IT Consultis organized workshops and facilitated focus groups with both the China-based and global teams. These sessions were essential to raise awareness of the WeChat ecosystem and China's digital norms.
We conducted in-depth interviews across departments — Customer Service, Sales, Marketing, Technical Support, and HR — to understand existing workflows, pain points, and internal readiness.
Our digital audit revealed strong opportunities to enhance Intralox’s ecosystem:
- Increase engagement through a more active WeChat Official Account
- Expand and diversify customer touchpoints
- Implement structured data capture
- Improve system integration to boost efficiency and visibility
Moreover, our competitor benchmarking also showed room to advance channel maturity and data strategy.
Based on this comprehensive assessment, together we delivered a digital roadmap aligned with short and long-term business priorities — starting with foundational upgrades like WeCom clienteling deployment, followed by a Social CRM (sCRM) integration and data-driven marketing automation for the Official Account.
Integrating WeCom for B2B Communication
Following the strategic audit, one of the first major initiatives implemented was the integration of WeCom — a crucial tool to streamline Intralox’s B2B communications in China.
Previously, customer interactions via WeChat were handled inconsistently through personal accounts, which led to inefficiencies and a lack of proper tracking or control.
To address this, we designed and implemented a WeCom infrastructure tailored to Intralox’s specific operational needs. We began by mapping out existing workflows and defining a centralized communication structure.
Next, we configured the WeCom system, created verified staff accounts, and set up organizational hierarchies, roles, and access controls. This ensured secure, trackable, and compliant communication across departments.
A phased rollout enabled smooth onboarding. We conducted live training sessions, developed detailed user guides, and provided hands-on support to ensure adoption by the Sales, Customer Service, and Technical Support teams.
Our implementation also included key WeCom functionalities such as tagging, group chat management, and message archiving to enhance clienteling efficiency and ensure compliance.
Beyond setup, IT Consultis supported day-to-day operations until Intralox could fully internalize the system.
This WeCom integration empowered the teams to better manage client relationships, reduced internal friction, and created a solid digital foundation for future enhancements — such as CRM syncing and marketing automation.
Integrating Social CRM for WeChat Official Account
To build on the foundations laid by the WeCom rollout, we next focused on integrating a Social CRM (SCRM) platform with Intralox’s WeChat Official Account. This phase aimed to transform Intralox’s customer engagement from reactive communication into proactive, data-driven relationship management.
We began by selecting a best-fit sCRM tool based on business goals and China-specific platform compatibility. Once aligned, our team led the entire implementation process:
- Configuring the system
- Mapping lead acquisition and segmentation workflows
- Integrating it with the existing WeCom and WeChat Official Account infrastructure
The sCRM solution provides advanced tagging, behavior tracking, and segmentation capabilities. These features empowered Intralox to personalize interactions, track engagement, and gain deeper insights into each follower's journey.
We also enabled automation flows, from the Welcome Journey to other journeys that the user may trigger (e.g., by clicking on Menu bar buttons, mentioning certain keywords...). This allowed the Marketing team to collect data and later target the right users with the right messages at the right time.
Leveraging the Social CRM tool, we deployed a direct-data-collection form prompting users to leave their information to get more information about Intralox's products.
This marks a defining moment when the user can be converted into a lead and allows the company to effectively collect personal and contact information for future follow-ups.
Additionally, we implemented data governance protocols to ensure compliance with China’s evolving data privacy regulations.
Throughout the onboarding period, we also provided operational support and training to ensure internal teams could fully utilize the system.
With this sCRM integration, Intralox not only improved operational efficiency but also laid the groundwork for smarter, insight-driven marketing and sales strategies.
Results
With the rollout of WeCom as a centralized communication platform, the company began to streamline internal processes and improve how teams engage with clients. The enhanced structure around communication helped set the stage for more organized and consistent interactions.
In parallel, updates to the WeChat Official Account and the integration of a Social CRM created new opportunities for marketing and sales alignment. These improvements introduced more clarity around campaign planning, lead handling, and user engagement.
New tagging systems and automated workflows were also put in place to support segmentation and reduce operational complexity.
Initial feedback from Intralox teams has been encouraging, pointing to a smoother workflow and better coordination across functions. Overall, our strategy consulting and execution has provided a framework that Intralox can continue to build on as it evolves within the Chinese B2B digital landscape.
