International Business Equipment Manufacturer Improves Performance

Client Situation

A dominant manufacturer, distributor and service provider for a wide range of business equipment that supported 2.5 million customers, 8 million equipment service agreements and 24 million annual invoices was facing significant issues with eroding market share, declining customer satisfaction, unsatisfactory operational productivity and poor system performance.

Solution

A E78 partner, as Executive Director, Information Systems was brought in to establish an overall architecture, vision, and direction for all application solutions. He led the implementation of leading-edge applications across sales, marketing, customer administration, field service, logistics, finance, and human resources. He also transformed the IT organization into a high-performance team. With his guidance, the company was able to replace all of the applications that were previously in place; implement leading-edge wireless communications, workflow and business intelligence solutions; and eliminate a legacy data center.

Results

  • Cycle time for key business transactions was reduced by 87 days, 80 percent of customer problems were resolved on first contact and an additional $120 million in cash was generated from operations
  • Administration and service dispatch centers were consolidated from 89 locations to six
  • A single source for all business information contributed to a 20 percent increase in customer satisfaction as measured by outside surveys
  • Development productivity increased over 15 percent and employee satisfaction over 25 percent through the pioneering use of team building, professional development, and self-directed teams

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