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Better customer knowledge = better customer experience
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Chemicals
Applicable Functions
- Sales & Marketing
- Business Operation
Services
- System Integration
The Challenge
Restek, a leading developer and manufacturer of chromatography consumables, operates in a highly competitive market. To differentiate itself, the company focuses on providing exceptional customer service, which it refers to as 'Plus 1' service. However, to maintain the high levels of service its customers expected, Restek recognized the need to modernize its business and digitalize customer interactions. The company wanted to streamline the entire customer interaction process and make it accessible to every employee. This would give the company more flexibility to unlock new opportunities for its customers. However, Restek found itself with a bit of a silo problem. In order to provide the ultimate Plus 1 service it wanted, everyone at the company needed to be able to access a 360-degree view of the customer. To do that, Restek needed to break down the silos between their ERP, CRM, website, and other ancillary systems.
About The Customer
Restek is a leading developer and manufacturer in the chromatography industry. Founded in 1985, the 100% employee-owned company provides tools to analysts around the world to monitor the quality of air, water, soil, foods, botanicals, pharmaceuticals, and chemical and petroleum products. As passionate as the company is about science and innovation, Restek also prides itself on providing exceptional service to its customers, which it calls 'Plus 1' service. This means that Restek goes above and beyond to exceed customer expectations, delivering quality on time, every time.
The Solution
Restek selected Software AG’s webMethods.io as their integration platform of choice. This platform, referred to as 'the hidden platform', is an integration Platform-as-a-Service (iPaaS) solution that connects data across all of Restek’s systems. It seamlessly connects all of Restek’s systems so data can flow between them, providing a consistent view and instant insights, regardless of the department accessing it. With all their systems connected, Restek is now ready to deliver on their Plus 1 promise like never before. As the sales team speaks to customers—remotely or in person—they can access their recent order history to anticipate what they might need next. They also have a clear line of sight into inventory and timelines, so they can answer customer questions and make recommendations with confidence.
Operational Impact
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