Service & Support

Process manufacturing presents unique challenges, meeting tough regulatory standards to serve customers better. Meeting these challenges requires software optimized for those processes-software that will ensure customer satisfaction. Aptean's service and support technology provides features that help process manufacturers keep customers satisfied by staying agile and efficient while keeping processes flowing smoothly.

IService & Support

In process manufacturing, the challenge is to manage costs and strict regulations by streamlining processes through improved automation, yet maintaining a high level of customer satisfaction to compete against a constantly changing global market.

Keeping customers happy requires a proactive approach to customer satisfaction by identifying and resolving issues before they result in lost business. However, as a manufacturer, you have unique challenges when it comes to customer service—you have specific regulations to deals with, unique customer requirements, and in many cases, you might not have a direct relationship with the end consumer of your products. But there are options.

Aptean offers several solutions for companies in process manufacturing looking to provide exceptional customer service and support:  

How Aptean Helps You in Service Automation

The internet has empowered the consumer, making great customer service one of the last big differentiators. Efficient, effective customer service can turn this traditional cost center into a profit center, but staffing constraints, limited IT resources and financial pressures can make it a challenge to deliver even satisfactory service and support. Service automation software can help you overcome those constraints.

​Pivotal CRM Service Automation

Who it’s for

Pivotal CRM is a complete service automation system that helps you capture, manage, and quickly resolve customer service and support requests, without losing sight of up-selling and cross-selling opportunities.

How it’s different

Flexible Pivotal CRM technology enables you to rapidly and cost-effectively implement a system that automates even complex, unique service processes. Give your service team the ability to resolve customer inquiries in a personalized, but repeatable manner that accelerates incident resolution and improves customer satisfaction.

Why you need it

If you are ready to take your organization to the next level, Pivotal CRM is positioned to get you there by aligning your business processes with the technology needed to optimize your operations so you can set your sights on bigger things. Build, grow and drive your business forward with CRM that maps to your customers’ needs.

Learn more about Pivotal CRM Service Automation

How Aptean Helps You in Complaint Management

Process manufacturing has its unique challenges. However, like all industries, difficult market conditions make feedback and complaints important in reducing the gap between an organization’s strategy and the actual customer experience. Unlike traditional CRM software, Aptean offers Respond, technology that uses feedback as a business barometer by exposing early warning signs of inherent problems and providing the insight to drive essential product, service and process improvements throughout the enterprise.

Respond

Who it’s for

For companies that want to enhance their customer relationships by providing timely responses to customer feedback, Respond is an enterprise case or complaint management software solution which is easily tailored to your unique processes delivered on-premise or in the cloud.

How it’s different

Respond is a comprehensive platform for improving front line customer interactions, speeding case resolution and generating deep, introspective feedback on how you can do better as a company. Unlike traditional CRM solutions, Respond offers a deep feature set to collect and assess feedback for your enterprise.

Why you need it

With a workflow that consistently captures customer feedback you can go from anecdotal to analytical and get to the root cause of customer satisfaction issues. Respond can be implemented quickly to begin generating tangible improvements in customer satisfaction and profitability, including:

  • Close the loop on customer feedback: Automate your end-to-end complaint and feedback management program to efficiently capture, process and resolve, as well as report on and analyze every piece of customer feedback, whether negative or positive, from all channels.
  • Go from anecdotal to analytical: Consistently aggregate, analyze and act on customer feedback, moving toward a more proactive customer experience management program.
  • Get to root causes: Understand why a customer had a positive or negative experience, so they can identify and correct the root cause before the same problem affects another customer.
  • Spot trends early: Analyze customer experiences to identify and act on hidden trends to improve customer experiences.
  • Deliver regulatory compliance: Meet regulatory requirements for complaint and feedback management. 

Learn more about Respond

How Aptean Helps You in Business Intelligence

Process manufacturing is highly specialized and must be carefully monitored, so business intelligence is a must. The issue is, most business intelligence software is cumbersome, complex, and doesn’t provide the unique information needed by process manufacturers. Aptean Analytics provides the tools process manufacturers need to give them complete visibility into the supply chain so they can make intelligent, strategic decisions. Aptean Analytics establishes baselines, thresholds and KPIs, enabling them to determine when action is needed, establishes trends for guiding decisions.

Aptean Analytics

Who it’s for

Aptean Analytics delivers the perfect combination of specialization, simplicity and actionable data for companies that want true visibility into their operations. Powered by industry-leader QlikView and delivered in a user-friendly format, Aptean Analytics will help you drive decisions with the right amount of data provided in the right way.

How it’s different

Aptean Analytics is powered by the industry-leading QlikView platform. With more than 30,000 customers across the globe, QlikView drives real decisions by providing actionable insight through a Business Discovery capability. Business Discovery enables users to dig further into data associations from any number of data sources. By combining this unique capability with a fully mobile-enabled and widget-based platform, QlikView puts the power of the platform in the hands of any user, anywhere.

Why you need it

Data is only good if you can use it. This sounds simple, but businesses understand the underlying truth in this message. The challenge is taking a seemingly infinite amount of data and making it usable in a short period of time. Powered by analytics leader QlikView, Aptean Analytics delivers ready-to-use graphical dashboards designed for your business that allow you to easily spot and resolve any business issues, from profitability to the sales pipeline. And perhaps most importantly, those dashboards are geared toward any organization and any user, not just data analysts. They take away the complexity typically associated with traditional Business Intelligence (BI) solutions. Aptean Analytics serves up data in straightforward charts, tables, dashboards, and other advanced visuals.

Coupling industry-leading analytics and business intelligence with time-tested enterprise solutions provides a powerful, specialized toolset that enables you to manage your business efficiently and gain insight into challenges and opportunities that may exist.

How Aptean Helps You in Data Integration & Monitoring

The ability to understand today and predict the future is an advantage. You need technology to help you sense and respond to business events faster, while proactively shaping your business future. Many enterprise systems generate alerts to help you identify trends and react to processes that are outside the normal range. For maximum business impact, however, you need a comprehensive view—a perspective on events that are, or will soon be, affecting your organization.

Event Management Framework

Who it’s for

For organizations that require an enterprise-wide view into business issues that can escalate into material problems, Aptean’s Event Management Framework (EMF) monitors systems across the organization to provide a ‘big picture’ view of the events that affect your business and alerts you to anomalies for swift resolution.

How it’s different

Many enterprise systems generate alerts to help you identify trends and react to processes that are outside the normal range. For maximum business impact, however, you need a comprehensive view – a perspective on events that are, or will soon be, affecting your organization. Event Management Framework is designed to provide actionable insight into events across your business. Easily linked with your existing systems and configured to generate alerts in the format you choose, Event Management Framework is a one-stop shop for your alerting requirements.

Why you need it

An organization with state-of-the-art risk management across the enterprise is always a step ahead of the competition. EMF oversees and provides peace of mind so that companies can focus on growth and providing outstanding customer service. EMF combs through vast data from various sources and flags issued based on pre-set parameters. The EMF early-warning system provides notifications through a variety of communications channels, allowing you to run a more agile organization and quickly react and resolve events that could threaten business. It enables you to predict and react to events in any enterprise system, delivering targeted information to the appropriate organizational departments via automated notifications. 

Learn more about Event Management Framework