Efficient after-sales and service with 1 system for 6 different business units
Pentair operates is a manufacturer of gas, water, purification, and transport technologies. The company provides various smart and sustainable water, biogas, and CO2 solutions for homes, businesses, and industry, always seeking to ensure a healthier world for everyone. The Pentair Group consists of various divisions that are operate largely independently of each other. The European divisions include six Dutch, German, and Danish companies acquired in recent years. Each business unit was using its own specific solutions and working methods, making Pentair a very diverse organisation.
Acquiring several companies often means inheriting a diverse IT landscape, as was the case for Pentair. For example, some of the business units were still working with legacy systems. Meanwhile, the Group wanted to shift the focus away from sales to service and streamline the entire service organisation in Europe, with a single standardised way of working for all six business units.
In a webinar, Nextview, Salesforce and Pentair discussed the future of Field Service Management.
The greatest challenge was addressing the diverse ways of working, systems, and cultures in the different business units. For example, there were few similarities even among the three business units in the Netherlands. So how did Nextview ensure that all these different business units could work efficiently with a single integrated system?
Phase 1: Discover
There is no such thing as a ready-made Salesforce solution, especially not for a project as complex as this. To arrive at a uniform approach, Nextview looked for overlaps among the various business units. The implementation partner visited all six and observed all of the layers of each organisation to find out what technicians, planners, and board members need to be truly successful. They soon found out, however, that there was hardly any overlap across the different units. There was no shared basis to use as a starting point.
Phase 2: Design
To find common ground, all six business units came to Nextview’s Design Thinking Centre in Eindhoven for an intensive 2-day session. It was a success! By bringing all stakeholders together, the entire team eventually managed to find a sustainable consensus.
Nextview then created a service blueprint which translated the entire process into roles, systems, and processes. A combination of Salesforce Service Cloud and Field Service Lightning provided a solid basis for a single CRM system. Nextview worked cyclically and delivered each new process part after 2 weeks of sprints: from logging phone calls to establishing service contracts. Thanks to this agile approach, adjustments could be made immediately as necessary.
During this entire process, there were two weekly contact sessions with the various representatives of each business unit to ensure continuous coordination. In addition, Pentair, Salesforce, and Nextview assumed joint responsibility for achieving the customer’s objectives.
Phase 3: Deliver
Germany was most in need of a new system, so this is where Nextview started the rollout and transferred the old IT system to Salesforce. This allowed engineers to work with mobile tools and devices, even when offline, such as when they were working underground without internet service. After the rollout in Germany, the Netherlands and Denmark were next.
One Salesforce environment, one basis, one data model to support the different business units. This resulted in:
- Data-driven maintenance plans and service contracts
- Smooth planning process for technicians
- Access to all relevant service information via a single app for engineers
- Growth in market share because the German branch was able to expand into Austria and Switzerland with a flexible team of technicians
- More efficient use of available capacity as the engineers can be shared across the various business units
- Fully automated web shop for the sale of spare parts, without back office
- From manual customer demand handling to automatic logging of customer queries using smart forms
- Shift of the data input function to customer advisers using an automated interface for annual updating of contract prices, product prices, etc.
The processes are standardised and digitised: a solid foundation has now been laid. The next step is predictive maintenance, where the system or device itself reports when it needs maintenance and eventually solves the problem without human intervention – all without the intervention of Pentair or an engineer. We will also continue to take steps in the area of servitisation, which does not sell the devices, but the service.
Curious what we can do for your business? Don’t hesitate to get in touch with us.