113 MANU FAC TUR I NG & R E SOUR C E S that Quaker Houghton can use to improve its responsiveness to customers. After successfully testing the solution in its EMEA region, Quaker Houghton rolled out the solution globally to hundreds of sales and service personnel. The enhancement to the customer experience begins when a customer raises a concern with the service representative. Previously that representative had to leave the customer meeting, open a laptop, establish a hotlink and VPN to a portal, download a request form, complete and email it. Now, the sales representative can access and complete the form immediately in front of the customer, without having to go through laborious communications steps. The customer sees the immediate response and can be confident that Quaker Houghton is taking appropriate action. The process has also removed the lengthy and time-consuming email conversations between the service representatives and the labs, so customers get faster turnarounds on their requests. In the last 12 months, the solution saved the EMEA-based labs approximately 200 hours in administrative time. For Fisher and her colleagues, one of the most impressive measures of success of the solution is how many other managers and departments at the company want Nintex-based solutions of their own. “Requests from throughout the company for Nintex Workflow solutions are on the rise,” said Fisher. “We have projects underway with manufacturing, raw materials, procurement, product marketing, finance and more. Nintex is having a dramatic impact on our business. If we didn’t have Nintex, we’d have to invent it.” Nintex Workflow is improving customer service for the businesses that use Quaker Houghton’s fluids to make, roll, cut or cast metals
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