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Efficiency and Customer Service Enhancement in Manufacturing with IoT
Technology Category
- Analytics & Modeling - Process Analytics
- Analytics & Modeling - Robotic Process Automation (RPA)
Applicable Functions
- Maintenance
- Sales & Marketing
Use Cases
- Predictive Quality Analytics
- Process Control & Optimization
Services
- Testing & Certification
The Challenge
Liebherr Hausgeräte, a manufacturer of domestic refrigerators and freezers, was facing challenges with its existing workflow automation tools. The company had been using Microsoft SharePoint and another process automation platform to automate key business workflows. However, they were experiencing limitations with these technologies, particularly in creating more complex, end-to-end process automation. Additionally, the company wanted to create an automated process for customer repairs that could be initiated directly by customers and used by external partners as well as internal employees. However, after migrating to Microsoft Dynamics CRM, they could no longer make their core CRM application available to over 300 external service partners without purchasing Microsoft licenses for each user.
About The Customer
Liebherr Hausgeräte is a Germany-based manufacturer of domestic refrigerators and freezers. The company is committed to delivering a high standard of customer service, improving collaboration with over 300 partners, and streamlining quality control procedures. They had been using Microsoft SharePoint and another process automation platform for their key business workflows but were looking for a more efficient and comprehensive solution. The company also recently migrated to Microsoft Dynamics CRM and was looking for a way to make its core CRM application available to over 300 external service partners.
The Solution
To overcome these challenges, Liebherr Hausgeräte selected K2 Five, a tool for workflow automation. In just two years, the company developed more than 20 workflows, fully integrated with other core business applications, not just SharePoint. The organization found it very easy to create process prototypes and implement new workflows using K2 Software. For instance, it took Liebherr Hausgeräte under three days to develop a new process to allow customers to apply for a free gift as part of a marketing promotion. Furthermore, K2 Five enabled the company to introduce a new repair process that helps the organization deliver a fast, effective repair service for customers. Now, when customers have a fault with an appliance, they can complete a K2 Five-based form on the company website, providing details of the product serial number and nature of the problem.
Operational Impact
Quantitative Benefit
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