RATIONAL AG's Transformation Journey with Celonis: Enhancing Efficiency and Customer Experience
Technology Category
- Analytics & Modeling - Process Analytics
- Cybersecurity & Privacy - Identity & Authentication Management
Applicable Industries
- Equipment & Machinery
- Mining
Applicable Functions
- Procurement
- Sales & Marketing
Use Cases
- Inventory Management
- Time Sensitive Networking
Services
- System Integration
About The Customer
RATIONAL AG is a German manufacturer with a history spanning almost five decades. The company provides top-notch cooking equipment to the most exacting food professionals all over the world, including chefs in restaurants, hotels, hospitals, schools, kindergartens, and even the Oktoberfest kitchens. RATIONAL prides itself as a technology-driven partner that innovates and delivers reliably for its customers. The company's main goal is to ensure customer satisfaction, which forms the basis of their entire DNA. To achieve this, RATIONAL aims to deliver high-quality goods on time and provide a positive experience at every customer contact point.
The Challenge
RATIONAL AG, a leading provider of cooking equipment, was facing challenges in its sales and customer service processes. Despite being a technology-driven company, RATIONAL realized that their process management was static and their documentation did not reflect the actual state of their processes. This lack of transparency was hindering their ability to deliver a perfect customer experience, which is a top priority for the company. As part of their Sales Excellence initiative that started in 2019, RATIONAL aimed to increase process efficiency across Sales and Customer Service, speed up sales cycles, and improve customer satisfaction. However, they needed a tool that could provide them with a clear and accurate view of their processes.
The Solution
RATIONAL turned to Celonis, a process mining tool, to gain transparency and achieve process excellence. They started their process mining journey in 2019 with three pilot projects in the US, France, and Japan. Using Celonis, RATIONAL was able to identify and address process gaps hidden deep within their business. They discovered a multitude of manual, inefficient workflows in Order Management and were able to standardize their master data. In 2021, RATIONAL implemented the Execution Management System (EMS) and the Order Management Execution app from Celonis. This app, which leverages AI and automation, helped RATIONAL gain full control over open orders. It provides role-based views to help customer service managers steer the process and track progress, and enables Order Management specialists to take decisive action in line with company goals.
Operational Impact
Quantitative Benefit
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