Case Studies > eBusiness Order Management Initiative Saves Time, Improves Order Accuracy and Visibility, and Enhances Customer Experience

eBusiness Order Management Initiative Saves Time, Improves Order Accuracy and Visibility, and Enhances Customer Experience

Customer Company Size

Large Corporate

Region

America
Asia
Europe

Country

United States
Canada
Mexico

Product

glovia Customer Self-Service

Tech Stack

eBusiness tool system

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Productivity Improvements
Customer Satisfaction

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Utilities
Pharmaceuticals

Applicable Functions

Sales & Marketing
Business Operation

Use Cases

Supply Chain Visibility
Inventory Management

Services

System Integration

About The Customer

Munters is a world leader in humidity control, with products and services for water and fire damage restoration, dehumidification, humidification and air-cooling. Munters is structured into three geographic regions; Europe, Americas, and Asia. Their customers are found across a wide range of industries including insurance, utilities, food, pharmaceutical, agriculture and electronics. Munters is a global enterprise with operations in 28 countries. The Americas region headquarters is located in Amesbury, Massachusetts with additional manufacturing locations in Canada, Florida, Mexico, Michigan, and Texas. Munters has more than 3,000 employees worldwide, annual net sales greater than $596 million, and is listed on Stockholmsbörsen (the Stockholm Stock Exchange).

The Challenge

Munters Americas, a world leader in humidity control, was looking to maintain their competitive advantage in an industry that is constantly demanding faster, cheaper, and more efficient ways of conducting business. They examined their operations to determine how they could improve processes and further streamline operations. The company focused on making improvements to the order management process to enable both internal customer service representatives and external customers to place and track their orders through the Internet. They wanted to improve customer service, reduce internal costs, and provide a proactive eBusiness tool for customers and internal users.

The Solution

Munters Americas implemented glovia Customer Self-Service to enable faster and more efficient business while providing customers with a proactive business tool for improving their experience. The glovia Customer Self-Service module was chosen because of its seamless integration with the rest of the glovia suite, thus saving the time and cost of integration. The “shopping cart” interface supports the entire order entry process by managing customer order addition and maintenance as well as simplifying order entry with a searchable product database so users can find the products they need quickly and easily. The seamless integration with other glovia modules enables Munters Americas to convert sales quotes to sales orders instantly, including order number generation as well as automatic population of forms with information from customer master files to save time and eliminate data entry errors.

Operational Impact

The solution has eliminated one-third of the time it took for customer service representatives to create and confirm inter-facility orders.
Customer initiated orders have been more accurate resulting in fewer change orders and a more stable production plan.
The solution has allowed for a smoother production schedule on the plant floor due to fewer change orders.
Some manufacturing personnel want access to the system because it improves their demand visibility, which allows more time to prepare future orders.

Quantitative Benefit