RATIONAL AG 与 Celonis 的转型之旅：提高效率和客户体验
技术
- 分析与建模 - 过程分析
- 网络安全和隐私 - 身份认证管理
适用行业
- 设备与机械
- 矿业
适用功能
- 采购
- 销售与市场营销
用例
- 库存管理
- 时间敏感网络
服务
- 系统集成
关于客户
RATIONAL AG 是一家拥有近 50 年历史的德国制造商。该公司为世界各地最挑剔的食品专业人士提供一流的烹饪设备，包括餐厅、酒店、医院、学校、幼儿园，甚至啤酒节厨房的厨师。 RATIONAL 莱欣诺作为技术驱动的合作伙伴而自豪，能够为客户提供可靠的创新和交付。公司的主要目标是确保客户满意度，这是公司整个 DNA 的基础。为了实现这一目标，RATIONAL 莱欣诺 致力于按时交付高质量的商品，并在每个客户接触点提供积极的体验。
挑战
RATIONAL AG 是一家领先的烹饪设备供应商，其销售和客户服务流程面临着挑战。尽管是一家技术驱动型公司，RATIONAL 意识到他们的流程管理是静态的，而且他们的文档并不能反映流程的实际状态。这种缺乏透明度阻碍了他们提供完美客户体验的能力，而这是该公司的首要任务。作为 2019 年启动的卓越销售计划的一部分，RATIONAL 旨在提高销售和客户服务的流程效率、加快销售周期并提高客户满意度。然而，他们需要一个可以为他们提供清晰、准确的流程视图的工具。
解决方案
RATIONAL 转向流程挖掘工具 Celonis，以获取透明度并实现流程卓越性。他们于 2019 年开始了流程挖掘之旅，在美国、法国和日本开展了三个试点项目。使用 Celonis，RATIONAL 能够识别并解决隐藏在其业务深处的流程差距。他们发现订单管理中存在大量手动、低效的工作流程，并能够标准化其主数据。 2021 年，RATIONAL 实施了 Celonis 的执行管理系统 (EMS) 和订单管理执行应用程序。该应用程序利用人工智能和自动化，帮助 RATIONAL 完全控制未结订单。它提供基于角色的视图，帮助客户服务经理引导流程并跟踪进度，并使订单管理专家能够根据公司目标采取果断行动。
运营影响
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