ABSI - far beyond system integration

 

 

Background information

PANalytical is an analytical company that manufactures predominantly X-ray equipment that is used by customers across the globe for different purposes. Though the main research and manufacturing facilities are in the Netherlands on 2 locations, PANalytical has 30-35 offices in different countries. The equipment is used in a wide variety of industries: from oil,petrochemical..to academia, research institutions.

In the video interview Rob de Haan, CFO, and Tiemen Toering, Customer Care IT Manager, of PANalytical, discuss their project with ABSI to transform global Sales and Customer Support processes via Salesforce, ServiceMax and Pervasive for platform integration.

Challenges

According to Rob de Haan, PANalytical wanted to serve their customers better and to work as one company across the globe. The challenges they faced were:

  • To harmonize sales and support processes in subsidiaries in multiple countries
  • To improve customer service
  • To be one company towards the customer irrespective of where the support engineer comes from
  • To support knowledge sharing amongst personnel distributed around the globe
    • To integrate 5 best of breed enterprise systems for CRM, ERP, HR, R&D, Marketing.

Solution approach

Those who are in direct contact with customers are field engineers. That's why PANalytical chose one platform for Customer upport worldwide. Finally, they opted for Salesforce.com. ABSI was initially involved with the integration from Salesforce.com to other enterprise platforms based on Actian/Pervasive. In the end we were also involved with the Customer Care implementation. Sales Cloud, Service Cloud and ServiceMax were used to develop a mobile application that could be used by PANalytical's field engineers.

Results

For the moment the mobile Customer Care application is used by 500 field engineers worldwide. The application is based on Salesforce and ServiceMax. The integration of different platforms based on Pervasive allowed for a smoother knowledge transfer between platforms. This improved the information flow between PANalytical's employees worldwide.