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Citizens Financial Group, Inc. Case Study
Citizens Financial Group, Inc. (CFG) is a regional organization focused on providing a truly differentiated customer experience. The company has developed a three-prong customer experience strategy designed to ensure happy, loyal clients across its network. However, the company faced challenges in maintaining a competitive position among larger financial organizations and ensuring prompt collection, assessment, and resolution of complaints data. Many organizations implement complaints policies to meet regulatory demands enforced by agencies such as the U.S. Consumer Financial Protection Bureau. CFG not only examines these issues through a regulatory lens, but also formalized its complaints policy as a way to provide superior customer experiences.
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Intuitive ERP Drives Success for Tube Tool Manufacturer
Elliott Tool Technologies, a company providing innovative tools for tubing installation, cleaning, plugging, testing, repair and removal, was struggling with an antiquated ERP system that did not support their business needs. They had no plant scheduling and an average on-time delivery record. Competitive pressures demanded more responsiveness and tighter controls. They had a lot of data but lacked business intelligence capabilities due to a proprietary database and programming language. The company knew things were out of control, but their systems were so bad that they couldn’t even measure how far off they were. They didn’t trust their KPIs and had lots of data but no information.
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Faurecia finds controlling the business less exhausting with the help of Made2Manage
Faurecia's Columbus, Indiana operation, which specializes in the design and prototyping of automotive and heavy equipment exhaust systems, was facing several challenges. They were relying on an outdated DOS-based system and a lot of spreadsheets for managing production and inventory. The lack of a modern system made it difficult for them to control their inventory and accurately predict when a job would be ready to ship. The prototyping shop was always under pressure to deliver quickly, and every job was different. This made it challenging to handle the jobs and the paperwork. Furthermore, new orders were likely to disrupt any production schedule they already had in place.
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Haynes Wire Company Found ERP System to Increase Control, Visibility & Profitability
Haynes Wire Company was struggling with an outdated and inadequate incumbent system that was increasingly unable to manage and provide access to the information needed to effectively operate its growing and expanding business. The company had a lack of information on per-order costs, which was a serious concern in such a competitive field. The order setup was cumbersome and had to be redone for each new order. The legacy system’s minimal reporting and tracking capabilities and lack of routing history left the company with little in the way of information tools to run the business.
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Leading Producer of Pharmaceutical and Nutritional Products Improves Operations With Ross ERP
Mission Pharmacal, a leading producer of pharmaceutical and nutritional products, was facing increasing competitive pressure in the pharmaceutical industry. The company was struggling to ensure accurate fulfillment and on-time shipments due to a lack of collaboration with its suppliers and customers. Additionally, the company had limited visibility between manufacturing processes, which made it difficult to manage materials throughout production. Costing was also a critical issue for the company as it sold its products into the consumer packaged goods market. Furthermore, the company needed to improve its lot-trace capabilities for its products in the event of a recall or audit by the Food and Drug Administration (FDA).
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Steel Successful After All These Years (and changes)
In the 1990s, Thompson Dayton Steel Service was relying on an antiquated and highly customized general-purpose ERP (enterprise resource planning) system, which included a large amount of custom-written programs that were necessary for adapting the system to their specific needs. They had to do something to avoid the looming Y2K disaster, and determined that fixing the existing programs was not practical. Thompson decided they would be much better off with a replacement system, ideally one that was geared specifically toward their industry, out-of-the-box.
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Aptean’s Pivotal CRM Helps Babson Executive Education Streamline its Operations
Babson Executive Education, a division of Babson College, faced challenges with data fragmentation and redundancy. The organization had multiple databases for customer information, which were manually updated, leading to time delays, errors, and inconsistencies. The registration system was separate from the database used by sales and marketing staff for opportunity management, leading to data gaps. Reporting was also arduous due to the disparity between the systems. Babson Executive Education realized it needed a central system and database that could provide one unified view of customers and prospects to serve those clients more effectively and reduce redundancies.
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Smeal Fire Apparatus Company: Using Made2Manage ERP to Increase Revenues
Smeal Fire Apparatus Co., a Nebraska-based company that produces a wide range of firefighting apparatus, was poised to move from a regional to a national player. However, the company's existing record-keeping and data collection processes were inadequate to support the projected growth. The company lacked the efficiency and inventory tracking needed for growth. The processes were largely manual and prone to human error. A physical inventory count could take over a month to complete, and with up to 12,000 WIP items and 12,000 stock items in over 16,000 locations, a reliable tracking system was a must. Smeal also needed a better timekeeping system and a way to fully integrate all of its manual and inadequate paperwork systems.
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Ricardo Molina Implements Pivotal CRM for Business Expansion
Ricardo Molina, a leading chemical distribution company, was facing challenges with its outdated and obsolete CRM system. The company had recently brought on a new commercial management and marketing team and needed a system that could support their technicians both online and offline. The company was also looking to optimize processes and reduce costs. The management team realized that they did not have a 360-degree view of their customers, products, business opportunities, visit reports, updated contacts, and financial data. They also lacked a tool for supplier management and for a more global view and tracking of their business. These shortcomings were critical in the company's decision to seek a software solution that could automate these actions and optimize costs and processes.
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Children’s University Hospital Temple Street Case Study
Children’s University Hospital Temple Street, an acute Paediatric Hospital, was facing challenges with promoting quality and managing risk. The hospital aimed to empower all staff to assume responsibility for effective risk management by reporting adverse incidents and complaints to improve the quality of patient care. However, the significant challenges associated with effectively managing risk and promoting quality and safety within a hospital environment prompted Temple Street to extend its Aptean Respond system, making it accessible at ward and departmental level by rolling it out across the hospital.
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Respond Improves Customer Complaints Management, Staff Information Access and Reporting for Royal Brisbane and Women’s Hospital
Royal Brisbane and Women’s Hospital (RBWH) was using Excel spreadsheets to track applications for access to medical information. With only one user able to update the spreadsheet at a time and thousands of applications received by the Unit every year, the process was inefficient and cumbersome. Additionally, providing specific monthly and annual reports to various government departments requested under a number of legislative mechanisms was a time-consuming task which required staff to gather all the information together from various Excel spreadsheets.
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DB Schenker Logistics becomes a 3PL leader with Aptean
DB Schenker Logistics was looking to expand its third-party logistics (3PL) business and increase its ability to implement client requirements. The company wanted to build a robust model for on-boarding clients and develop a warehouse management system that would enable the transformation of the clients’ supply chain operations into increased performance. DB Schenker Logistics also wanted to improve synergies across clients and facilities by investing in new facilities that could be used for serving multiple clients with shared resources and systems. This posed a challenge in terms of integrating the clients’ ERP systems to secure data quality and avoid duplication of order entry and master data management work.
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Jamba Juice Case Study
Jamba Juice Bakersfield, a franchise of the world-renowned juicery and eatery, was facing a challenge common to many small to medium-sized businesses - targeting local customers and generating traffic. With an increasing number of competitors entering the market, the task was becoming increasingly difficult. The franchise, which operates four locations in central California, had a lean marketing budget and lacked an experienced marketer. They were in search of a quick and effective way to communicate with local residents to improve its in-store traffic.
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Retail Store Text Campaign Produces a Month’s Revenue in 3 Days!
Attic, a fashion-forward streetwear clothing retail store, was looking to cultivate a competitive edge in the fashion retail industry. They wanted to think outside the box with a winning marketing strategy for Black Friday. The strategy was to incorporate social media and mobile marketing through Trumpia to expand their marketing reach. They aimed to create an exclusive customer list, send promotional texts, and in Attic’s case, the text would act as a VIP ticket admission to the Black Friday event.
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Chick-fil-A Case Study: Using Mobile Keyword Technology for Customer Engagement
Chick-fil-A, a national fast-food restaurant chain, was looking to better connect with their growing customer base. They wanted to start several interactive text marketing campaigns to send promotions, coupons, restaurant alerts, and greetings to their current and potential customers. The challenge was to find an effective solution that would allow them to easily collect their customers' contact information and expand their customer reach.
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SMS Mobile Scavenger Hunt Drives SuccessfulEvent For a Great Cause
Michael C. Fina and Tacori, leaders in the jewelry and bridal industry, hosted their second annual 'Diamond Dash: Dash for a Diamond & a Cure' benefiting The Leukemia & Lymphoma Society. The event was a one-day scavenger hunt that took couples racing around NYC in 15 locations, receiving clues via SMS messages where they had to participate in tasks such as taking a picture, finding a clue, and replying back via text - all in real time. For a smooth and successful campaign, Michael C. Fina and company needed a reliable and easy-to-use platform as well as delivery on real-time results throughout the campaign process.
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7-Eleven Hawaii Now Powered by SMS Marketing!
7-Eleven Hawaii wanted a quick and easy way to send promotions to all their customers, but paper coupons are a nuisance to remember and carry. 7-Eleven needed a digital marketing solution that was easy to use and could handle the sheer volume of coupons they would need for all of their locations.
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YMCA of Greater Grand Rapids Uses a Healthy Dose of Trumpia!
The YMCA of Greater Grand Rapids in Michigan was facing a challenge in promoting healthy living habits among parents. They had initiated a program to educate parents about healthy diets and exercise, but they were struggling to find an effective way to reach out to these parents. The YMCA particularly wanted to increase attendance at their free exercise classes. The traditional methods of communication were not yielding the desired results, leading to the need for a more effective solution.
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Sonoma State University Case Study
Advisors at Sonoma State University were facing a communication challenge. They were sending emails for department news, course offerings, etc. However, many students complained about receiving too many emails from too many different departments. The advisors also tried plastering flyers around campus and waiting for students to come into the office, but these methods proved to be unreliable. The advisors were in need of a new, more effective way to ensure students were receiving important messages.
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Longwood University Uses Trumpia for Volunteer Coordination
Longwood University was selected to host the sole vice-presidential debate of the 2016 election cycle on their campus. This event required a significant amount of coordination and communication, particularly with volunteers who would be assisting with the event. The university needed a platform that could effectively coordinate volunteers in real time for the day of the debate and corresponding events the week prior. Additionally, they needed a way to keep attendees and students notified of on-campus events.
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Pasco Fire Department Boosts Attendance with SMS Alerts
The Pasco Fire Department was struggling with effective mass communication to their union members and firefighters. Over the years, they had tried various methods, including pagers and word of mouth, but none proved effective. Even when they attempted to use mass text messaging, they found it to be a tedious process when sending from a personal mobile phone. This lack of effective communication was causing inconsistencies in attendance at union meetings and events, and making it difficult to communicate important alerts quickly and efficiently.
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Science of Parenting
The Science of Parenting, a program offered through Iowa State University Extension and Outreach, posts a new article about once a week at an undetermined time. The unpredictability of the posting schedule posed a challenge for the readers who didn’t know when or how often to check back for new posts. The program sought an effective way to alert subscribers when a new article is posted. The challenge was to ensure that the subscribers are notified instantly whenever a new article is posted so that no one misses a post.
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87th Force Support Squadron Boosts Event Attendance with Mass Texting
Joint Base McGuire-Dix-Lakehurst is a very large base, and the 87FSS needed a way to inform the large number of people who live there of upcoming events so there could be better attendance. With their previous methods for communication, they found it difficult to effectively cover a large range of facilities and reach their entire audience. This unfortunately meant programs were slipping through the cracks because of low attendance.
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Katch Case Study
Katch, a software company, was handling messaging for one of their clients, an insurance provider. The insurance provider was receiving a large volume of emails from insurance customers. Due to the sheer number of messages, a significant amount of time was needed to organize, categorize, and respond to inbound messages. This led to low response times and missed opportunities. The challenge was to find a way to manage the high volume of messages in a more efficient and effective manner.
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Ekko Church Praises SMS Messaging
Ekko Church was looking for an effective way to provide resources to its congregants for two upcoming events: Mental Health Awareness Sunday and Orphan Sunday. The church needed a method to provide a list of resources for people who were curious about the ministries. The challenge was to find a solution that was easy to use and more efficient than typing in the entire URL for the special pages.
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HighFive Frozen Yogurt
HighFive Frozen Yogurt was searching for a text marketing software that not only could send texts, but also offer coupons, collect contact information, and sort their customers in location based groups. All this while being “reputable and following legal rules” according to their Marketing Director, Amy Moler. They needed a solution that could help them target their marketing efforts to specific branches and collect customer contact information for future promotions.
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Douglas J Makes The Cut With Trumpia
Douglas J, an award-winning salon/spa franchise, was facing a challenge with their marketing strategy. They were sending texts to over 300 customers a day and needed a messaging software that could scale to that large number of recipients. Additionally, with multiple locations, it was critical for them to organize customers into groups so they weren't sent messages that didn't pertain to them. The challenge was to find a system that could handle the volume of messages and also sort customers based on their location for more relevant promotions.
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Mobile-Powered Live Panel Discussions Create Rich Classroom Learning Environment
Jon Beaupré, a professor at California State University Los Angeles, was facing a challenge in creating an effective and engaging academic setting for his TV Film and Media course. He was looking for an educational tool that would appeal to his students and encourage even the most introverted ones to participate in class discussions. Beaupré recognized that large classroom settings can often be intimidating for students, which can hinder their participation. He was seeking a solution that would not only engage his students but also track their participation.
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Super One Foods Follows Trumpia’s Recipe for Success
Super One Foods, a chain of supermarkets, was looking to tap into the market of a nearby college with approximately 15,000 students. The management at a particular Super One location had been using traditional means such as print ads and coupons to attract customers. However, they realized that the students were unlikely to read local print media. They needed a solution that would effectively reach this younger demographic and encourage them to shop at Super One. The challenge was to find a method that would resonate with the students and motivate them to opt-in to receive ads and weekly specials from Super One.
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Gospel Truth Magazine : 10,000 people opt-in with Trumpia’s SMS Platform in 30 days
Gospel Truth Magazine (GTM) wanted to expand their subscription-based publication and get users engaged in promotions, sweepstakes, and music news. They saw an opportunity in SMS as a push marketing vehicle, which could help stimulate existing customer loyalty through 1:1 communications via consumers' personal devices. They aimed to use SMS to build customer loyalty, promote timely offers, and ultimately build brand awareness.
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