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

Revving Up The Automotive Aftermarket Through Continuous Process Improvement

Customer Company Size

Large Corporate

Country

Germany

Product

Process Performance Manager powered by ARIS
NextGen Business Analytics powered by MashZone

Tech Stack

SAP CRM
Genesys phone system
Microsoft Excel

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements
Cost Savings

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

About The 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.

The 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.

The 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.

Operational Impact