下载PDF
Better customer knowledge = better customer experience
技术
- 平台即服务 (PaaS) - 连接平台
适用行业
- 化学品
适用功能
- 销售与市场营销
- 商业运营
服务
- 系统集成
挑战
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.
关于客户
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.
解决方案
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.
运营影响
相关案例.
Case Study
Honeywell - Tata Chemicals Improves Data Accessibility with OneWireless
Tata was facing data accessibility challenges in the cement plant control room tapping signals from remote process control areas and other distant locations, including the gas scrubber. Tata needed a wireless solution to extend its control network securely to remote locations that would also provide seamless communication with existing control applications.
Case Study
Advanced Elastomer Systems Upgrades Production
In order to maintain its share of the international market for thermoplastic elastomers AES recently expanded its Florida plant by adding a new production line. While the existing lines were operating satisfactorily using a PROVOX distributed control system with traditional analog I/O, AES wanted advanced technology on the new line for greater economy, efficiency, and reliability. AES officials were anxious to get this line into production to meet incoming orders, but two hurricanes slowed construction.
Case Study
Wireless GPS Tracking & Security Monitoring
Enhancing the security of hazardous freight and ensuring compliance with Homeland Security’s Transportation Security Administration mandate that all trains carrying chemicals capable of creating a toxic inhalation condition are equipped with on-board safety monitoring systems.
Case Study
Field Device Asset Management For Chemical Company in China
Chinese chemical subsidiary of multinational corporation serves customers throughout the world. Sales offices and research and technology centers are strategically located to provide rapid response to customer requests. Just two workers were assigned to maintain thousands of intelligent instruments in three production units, so they could do little more than react to device issues as they appeared. This costly maintenance method inevitably led to unexpected downtime when a critical instrument failed. Plant management recognized the need to change from reactive to predictive maintenance for all assets, including instruments and control valves, but help was needed in implementing such a technology-based initiative.
Case Study
Industrial Workforce Mobility for Improved Safety & Operations
Huntsman Corporation, a global manufacturer and marketer of differentiated chemicals, undertook an aggressive program to eliminate injuries, product defects, and environmental releases at their Port Neches facility. Termed “Project Zero”, this program required a completely mobile solution to empower operations and maintenance personnel to capture defects, track work progress and make process and safety related decisions in real-time.
