Software AG Case Studies Revving Up The Automotive Aftermarket Through Continuous Process Improvement

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	Revving Up The Automotive Aftermarket Through Continuous Process Improvement Software AG

Revving Up The Automotive Aftermarket Through Continuous Process Improvement

Software AG

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Automotive
Applicable Functions	Discrete Manufacturing Sales & Marketing
Use Cases	Predictive Maintenance Supply Chain Visibility
Services	Data Science Services System Integration
Challenge	Bosch, a leading global supplier of technology and services, was facing challenges in managing complex data and legacy process management systems. The company was struggling to meet customer demands for lower prices and more detailed order tracking. Bosch's global scale, with over 450 subsidiaries and local companies operating in over 60 countries, made these demands seem insurmountable. The company was also dealing with data stored on independent systems, complex reporting requirements, increasing competition and thinner margins, and growing process administration delays. Bosch lacked a centralized platform for generating reports or a standard way to manage business processes, which was like operating with blinders on. The company needed more agility, better insights, and greater flexibility. Read More
About Customer	The Bosch Group is a leading global supplier of technology and services. It employs 389,000 associates worldwide who conform to the company’s foundational ideals of innovative strength and social commitment. Bosch operates in four business sectors—Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. In 2016, these sectors reached combined global revenues of over 73 billion euros. Bosch is a global organization with over 450 subsidiaries and local companies operating in over 60 countries. The company's products are “invented for life,” and customer care is its top priority. Read More
Solution	Bosch implemented Software AG’s Process Performance Manager to address its challenges. The solution automatically extracted relevant daily data and made it visible on a platform, enabling processes to be analyzed from numerous angles, including deep dives into individual process instances. The new system, which went live fully in 2017, cut order inquiry response times by five percent. This resulted in a spike in customer satisfaction, better retention rates, and improved churn in sales KPIs. The solution also automated the order inquiry process, cutting administrative work by three days per month. Bosch was so impressed by these early results that it quickly moved to implement additional Process Performance Manager capabilities. These capabilities, like benchmarking, process mining, and situational analysis dashboards, will greatly impact overall efficiency. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Automotive

Applicable Functions

Discrete Manufacturing

Sales & Marketing

Use Cases

Predictive Maintenance

Supply Chain Visibility

Services

Data Science Services

System Integration

Challenge

Bosch, a leading global supplier of technology and services, was facing challenges in managing complex data and legacy process management systems. The company was struggling to meet customer demands for lower prices and more detailed order tracking. Bosch's global scale, with over 450 subsidiaries and local companies operating in over 60 countries, made these demands seem insurmountable. The company was also dealing with data stored on independent systems, complex reporting requirements, increasing competition and thinner margins, and growing process administration delays. Bosch lacked a centralized platform for generating reports or a standard way to manage business processes, which was like operating with blinders on. The company needed more agility, better insights, and greater flexibility.

About Customer

The Bosch Group is a leading global supplier of technology and services. It employs 389,000 associates worldwide who conform to the company’s foundational ideals of innovative strength and social commitment. Bosch operates in four business sectors—Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. In 2016, these sectors reached combined global revenues of over 73 billion euros. Bosch is a global organization with over 450 subsidiaries and local companies operating in over 60 countries. The company's products are “invented for life,” and customer care is its top priority.

Solution

Bosch implemented Software AG’s Process Performance Manager to address its challenges. The solution automatically extracted relevant daily data and made it visible on a platform, enabling processes to be analyzed from numerous angles, including deep dives into individual process instances. The new system, which went live fully in 2017, cut order inquiry response times by five percent. This resulted in a spike in customer satisfaction, better retention rates, and improved churn in sales KPIs. The solution also automated the order inquiry process, cutting administrative work by three days per month. Bosch was so impressed by these early results that it quickly moved to implement additional Process Performance Manager capabilities. These capabilities, like benchmarking, process mining, and situational analysis dashboards, will greatly impact overall efficiency.

Impact #1	Automated process management reports
Impact #2	Enabled customizable, real-time, deep dive analysis
Impact #3	Improved customer satisfaction

Impact #1

Automated process management reports

Impact #2

Enabled customizable, real-time, deep dive analysis

Impact #3

Improved customer satisfaction

Benefit #1	Cut administrative time by 3 days per month
Benefit #2	Reduced ticket response times by 5%

Benefit #1

Cut administrative time by 3 days per month

Benefit #2

Reduced ticket response times by 5%

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Overview

Revving Up The Automotive Aftermarket Through Continuous Process Improvement

Operational Impact

Quantitative Benefit