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Case Studies > eBusiness Order Management Initiative Saves Time, Improves Order Accuracy and Visibility, and Enhances Customer Experience

eBusiness Order Management Initiative Saves Time, Improves Order Accuracy and Visibility, and Enhances Customer Experience

Technology Category
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
  • Pharmaceuticals
  • Utilities
Applicable Functions
  • Business Operation
  • Sales & Marketing
Use Cases
  • Inventory Management
  • Supply Chain Visibility
Services
  • System Integration
The Challenge
Munters Americas, a world leader in humidity control, was looking to maintain their competitive advantage in an industry that is constantly demanding faster, cheaper, and more efficient ways of conducting business. They examined their operations to determine how they could improve processes and further streamline operations. The company focused on making improvements to the order management process to enable both internal customer service representatives and external customers to place and track their orders through the Internet. They wanted to improve customer service, reduce internal costs, and provide a proactive eBusiness tool for customers and internal users.
About The Customer
Munters is a world leader in humidity control, with products and services for water and fire damage restoration, dehumidification, humidification and air-cooling. Munters is structured into three geographic regions; Europe, Americas, and Asia. Their customers are found across a wide range of industries including insurance, utilities, food, pharmaceutical, agriculture and electronics. Munters is a global enterprise with operations in 28 countries. The Americas region headquarters is located in Amesbury, Massachusetts with additional manufacturing locations in Canada, Florida, Mexico, Michigan, and Texas. Munters has more than 3,000 employees worldwide, annual net sales greater than $596 million, and is listed on Stockholmsbörsen (the Stockholm Stock Exchange).
The Solution
Munters Americas implemented glovia Customer Self-Service to enable faster and more efficient business while providing customers with a proactive business tool for improving their experience. The glovia Customer Self-Service module was chosen because of its seamless integration with the rest of the glovia suite, thus saving the time and cost of integration. The “shopping cart” interface supports the entire order entry process by managing customer order addition and maintenance as well as simplifying order entry with a searchable product database so users can find the products they need quickly and easily. The seamless integration with other glovia modules enables Munters Americas to convert sales quotes to sales orders instantly, including order number generation as well as automatic population of forms with information from customer master files to save time and eliminate data entry errors.
Operational Impact
  • The solution has eliminated one-third of the time it took for customer service representatives to create and confirm inter-facility orders.
  • Customer initiated orders have been more accurate resulting in fewer change orders and a more stable production plan.
  • The solution has allowed for a smoother production schedule on the plant floor due to fewer change orders.
Quantitative Benefit
  • Significant cost savings per representative due to reduced time for customer service representatives to create and confirm inter-facility orders.

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