Mayekawa
Canada
The Mayekawa’s new platform is a turning point in after-sales care for the company. The greatest emphasis was put on the customer experience. We significantly decreased the amount of time needed for handling service requests by customer support.
Client & Challenge
Mayekawa manufactures some of the world's most advanced industrial compressors under the MYCOM brand. The company was established in 1924 and started the business with ice manufacturing and cold storage for professional use. Their mission is to create a sustainable future by pursuing optimal systems, equipment, and technology while working side-by-side with customers. Mayekawa reached Gecko Dynamics looking for a reliable partner that will help with bringing to the market their new spare parts portal. The goal was to automate the process of order & delivery when any replacement part is needed by a customer. Software is used by branches in the US, Canada, and Mexico. The customer can log in to the platform, find the exact model of the compressor by a serial number or parameters. After finding the right model, customers can choose needed part by simply pointing it on 3d schema. Then the order can be placed and the purchase order will be processed automatically. There is no longer a need for calling customer care to order a part, the whole process is simplified for both sides. Their goal for digital transformation is to simplify processes and be one step ahead of the competitors.
Solution
The platform is made from two main components: The customer module which enables clients to purchase parts and make orders, and the second part that is dedicated to customer care.
Every time when the order is placed, the system is creating a ticket for customer care personnel. The availability of the required part is checked after that offer is created and send to the client.
All data is synchronized with the existing SAP system, Sage 300, and the Epicore.
- Database integration with SAP, Epicor, and Sage 300
- Machine schematics with interactive part selection
- Equipment can be found by parameters
- Offer creator
- Purchase order creator
- Order monitoring
- Customized dashboard for customer care
- All of the data available in one application
Results
- Gecko Dynamics has delivered a platform that increases overall customer satisfaction
- Decreased amount of time needed to handling order due to automatization of the process
- Greater transparency in the case of asset management – all data is presented in one place
Mayekawa is getting new clients every day, the platform brought to the market by together with Gecko Dynamics become a milestone in company digital transformation. Improvements in the process result in increased sales and furthermore clients are satisfied with the provided solution and overall customer satisfaction has increased.
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