Case Study

Major Accomplishment

Challenge

Digital Transformation to Deliver Competitive Advantage

Poor on time delivery of products, frequent raw material shortages; high usage of temp labor; late delivery – no visibility over raw material usage for work in progress to finished goods; Legacy 20yr old ERP and aging workforce.



Lost sales and poor customer reviews/Inconsistent Customer Experience – customer service does not have access to all the data it needs and does not have the tools, processes and workflows to deliver a unified omni-channel customer experience.

Imperative to development a technology led solution to enable data driven decision making to increase operational efficiency and better sales performance along with expanded and new revenue streams.

Strategy

Integrate digital technologies, improve operations and customer experience, maintain low costs, prepare employees for a digital future, enhance the culture of collaboration

  • Conducted multiple site visits and interviews of various key users to map process and identify underlying data and technical issues.
  • Envisioned Industry 4.0 strategy and phases for the Smart Connected Plant & Platform. Defined maturity cycle and substantiated value for the future state roadmap. 
    • Identified a Cloud IoT MES solution; Conduct Security review, tech and ops feasibility.
    • Prepared implementation plan, defined scope and received funding, setup steering group and core team;
    • Implemented MOM/MES solution for demand and shop floor management using Cloud and IoT.
  • Envisioned CRM/ Digital IT strategy to enhance customer experience, increase parts sales and service revenue.
  • Prepared strategy, defined scope and received funding to implement a single global Salesforce solution; established CoE – steering group and core team;
  • Completed risk analysis and established process for change management and business success. 
  • Defined Phasing – Implementation Steps – Design, PoC, Pilot, Expansion. 
  • Implemented Salesforce CRM, Service Cloud and Genesis and Marketing automation with Robotics/RPA. Led the change management efforts to ensure organization is successful with the new solution.

Results

Roadmap to Success

Realtime Production Dashboard with end to end visibility of product from demand to production work center to fulfillment. Customized dashboards and metrics for all roles (executive, operations VP and manager)

  • Achieved 15% reduction of labor costs and full ROI in six months.
  • Globally installed base of customer/consumer data for comprehensive product lines. 

Achieved key financial/revenue targets:

  • Increased closure rate by 8%, faster quote to cash process by 7 days. 
  • Increased service and parts revenue by 30%.
  • Reduced Warranty Costs by 12%

Get In Touch

Palatine, IL 60067
(847) 323-8263
anand@it-confluence.com