Software AG Case Studies Better customer knowledge = better customer experience

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	Better customer knowledge = better customer experience Software AG

Better customer knowledge = better customer experience

Software AG

Technology Category	Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Chemicals
Applicable Functions	Sales & Marketing Business Operation
Services	System Integration
Challenge	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. Read More
About Customer	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. Read More
Solution	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. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Chemicals

Applicable Functions

Sales & Marketing

Business Operation

Services

System Integration

Challenge

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.

About Customer

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.

Solution

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.

Impact #1	Complete visibility into every customer interaction was achieved, enabling Restek to maintain its competitive lead with its Plus 1 customer service.
Impact #2	The sales team can now access customer's recent order history to anticipate what they might need next.
Impact #3	The sales team also has a clear line of sight into inventory and timelines, so they can answer customer questions and make recommendations with confidence.

Impact #1

Complete visibility into every customer interaction was achieved, enabling Restek to maintain its competitive lead with its Plus 1 customer service.

Impact #2

The sales team can now access customer's recent order history to anticipate what they might need next.

Impact #3

The sales team also has a clear line of sight into inventory and timelines, so they can answer customer questions and make recommendations with confidence.

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Overview

Better customer knowledge = better customer experience

Operational Impact