全球制造商 Quaker Houghton 通过自动化工作流程增强客户体验
技术
- 功能应用 - 制造执行系统 (MES)
适用行业
- 设备与机械
- 金属
适用功能
- 人力资源
- 销售与市场营销
用例
- 添加剂制造
- 人员跟踪与监控
服务
- 测试与认证
关于客户
奎克好富顿是工业过程流体领域的全球领导者。他们的业务是通过优化流程、降低成本以及提高用于制造、轧制、切割或铸造金属的流体的安全性和可持续性，使其他企业更好地运营。客户使用奎克好富顿流体的制造过程精确而复杂。如果有任何问题，它可能会以机器上的化学沉积物、中央系统中的泡沫或钢或铝板上的缺陷的形式出现在客户的车间中。奎克好富顿在全球拥有近 20 个实验室进行实验和分析来解决这些问题。
挑战
工业过程流体领域的全球领导者奎克好富顿 (Quaker Houghton) 在客户服务流程中面临着挑战。他们的销售和服务人员会将客户样品发送到他们的实验室进行分析，以解决客户的问题。然而，他们缺乏有效的方法来确定全球近 20 个实验室中的哪些实验室应该接收样本。由于需要跟踪、批准和报告工作活动，该过程变得更加复杂。现有流程由电子邮件驱动，效率参差不齐。实验室管理人员还需要额外的时间来查找和组织数据，以充分了解总体需求。奎克好富顿需要一种更好、更快的方法来简化此流程，以增强客户体验。
解决方案
Quaker Houghton 采用了一种使用 Nintex Forms 和 Nintex Workflow 的解决方案来自动化启动实验室请求的过程。该解决方案被称为“非常规服务请求在线工具”，允许面向客户的销售和服务人员从在线门户访问实验室请求表。然后，他们可以填写字段和下拉菜单，其中包含有关流体类型、客户如何使用它以及由此产生的缺陷的详细信息。 Nintex 表格背后的计算将确定最适合服务请求的实验室，并发送样本进行分析。 Nintex Workflow 会将请求发送给适当的审核者和批准者，让他们了解情况。实验室完成分析后，生成的报告将发送给所有相关方并存档在 SharePoint 中以便于访问。该解决方案还包括一个仪表板，可以清晰地概述所有实验室所有产品线的所有请求。
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