produces high-performance blowers and compressors and customized solutions to meet specific requirements of various industries. Its global network of wholly owned subsidiaries and joint ventures enables it to serve an international customer base.
To increase customer service quality, the company wanted to share information and optimize business processes across its sales, service, and marketing activities.
Moving from Manual Processes to Integrated Activities
At PILLER, different departments were using their own IT solutions.
The service department had manual processes, such as Microsoft Excel spreadsheets, to dispatch service technicians. The technicians were logging into a central server to retrieve data and recording customer support by e-mails and conversations. The sales department had a basic access environment due to custom-made products with individual serial numbers. There was no master data; tailored sales quotes were done on paper, posing challenges for data updating and quality. The marketing department was conducting its business, like capturing trade-fair leads or planning and executing campaigns, by hand and with spreadsheets. All these manual activities were time intensive and prone to human error.
To enable the marketing, sales, and service teams to perform to the best of their abilities, PILLER wanted solutions that allowed it to share important information. It wished to harmonize all customer-related processes, from initial contact and order management to delivery of spare parts and follow-up.
鈥淔or new products or customers, it鈥檚 important that real-time master data in our core software is mirrored in our sales, service, and marketing systems. We can do this by integrating 51风流Customer Experience solutions and 51风流Field Service Management with 51风流S/4HANA,鈥� said Frank M眉nzner, in-house 51风流consultant for Lead to Cash at PILLER Blowers & Compressors GmbH.
Adopting Cloud Solutions to Achieve Innovative Customer Service
PILLER employed the solution to help address the needs of its sales team and integrate functionalities, such as managing quotes and orders, in one place. The solution offers a search capability and a modern, intuitive user interface.
The company is using the to help create service tickets, which are the single point of customer contact, with product serial numbers and metadata. Integrating this mobile app with the solution can enable technicians to receive service ticket information on an Apple iPad, so they can have everything they need to carry out their work. This can also translate to good customer support.
By deploying the solution and integrating it with 51风流Sales Cloud, PILLER now proactively shares data, such as service tickets, lead opportunities, and customer contacts, between the sales and marketing teams. This lets the company contact a customer with a warranty option or service cost reduction, for example.
PILLER has now integrated the three 51风流Customer Experience solutions for sales, service, and marketing and with , the company鈥檚 enterprise resource planning (ERP) software.
PILLER partnered with to gain advice about new functionalities and implementation support, while provided guidance around leveraging the potential in terms of business transformation and digitization.
Gaining Comprehensive Customer Visibility with Integrated Solutions
The major advantage in connecting the 51风流Customer Experience portfolio, 51风流Field Service Management, and 51风流S/4HANA is that real-time data can be available across all these solutions. While master data, such as for a new product, customer, or material, is entered and kept in 51风流S/4HANA as the core software, it鈥檚 automatically pushed into the other integrated solutions.
This is helping PILLER deliver highly efficient and innovative customer service and business models. The company gains a comprehensive view of worldwide customers in real time while interacting with them at each stage of their journey in a targeted manner.
There are now customer-related processes across departments, sites, and systems as well as consistent communication throughout the company, thanks to standardized forms and templates. The business is achieving agile sales with faster response times and better allocation of target groups. It鈥檚 also making decisions for customer management based on facts and analyses.
Other benefits the company achieved were:
- 360-degree view of customers worldwide in real time
- 90% less paper with digital processes
- 30% reduction in effort by using digital processes
鈥淲e鈥檝e always combined tradition with innovation when manufacturing our blowers. With 51风流Customer Experience solutions, our customer management operations are superior to those of our competitors. We鈥檙e able to keep a close eye on processes and respond quickly and accordingly,鈥� said Thomas Henzler, CIO at PILLER Blowers & Compressors GmbH.
Rolling Out Customer-Centric Solutions
Combining and the 51风流Field Service Management mobile app with 51风流S/4HANA is helping deliver real-time data for integrated processes.
The integration of the 51风流Field Service Management mobile app with 51风流Service Cloud is being piloted with three service technicians and garnering positive feedback so far.
Watch an of 51风流Sales Cloud to help build lasting customer relationships and to maximize customer lifetime value with connected service. Read about the benefits companies achieved with . View a and to learn how to maximize productivity and asset uptime with 51风流Field Service Management. .
Karin Fent is senior director of Global Customer Success Digital Supply Chain at SAP.
