Better customer knowledge = better customer experience
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- webMethods.io
技术栈
- Integration Platform-as-a-Service (iPaaS)
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
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
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.
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.
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
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