Machinery manufacturer taps BigMachines to aid in customer service improvements, future growth initiatives
Chicago, IL and Munich, Germany — April 14, 2005 — Pearson Packaging Systems, a manufacturer of packing machinery, has selected BigMachines' Lean Front-End to streamline its configuration and quoting processes.
Pearson Packaging Systems have been leading the industry with packaging solutions for over 50 years. The company has improved its processes and facilities to provide value to its customers. Hoping to continue its long-standing track record for customer service, quality, and rapid delivery — while positioning the company for further growth — Pearson Packaging turned to BigMachines to improve its opportunity-to order processes.
Pearson said the most compelling driver for the initiative was the elimination of multiple hand-offs and manual re-entering of data, which drain productivity and cause errors. By transferring the burden of product configuration and order accuracy to BigMachines' technology to consolidate disparate systems and help Pearson's sales teams more quickly validate orders, the manufacturer hopes ultimately be able to handle more orders with greater accuracy.
Pearson is implementing the Lean Front-End with integration to Salesforce.com, which will streamline front-end business processes and free up customer-facing internal resources to attend to more value-add customer service activities and proactive selling. By digitizing the tribal knowledge previously trapped in the heads of a few and making it broadly available, Pearson hopes to make all of its sales channels more effective.
Longer term, the company also plans to simplify aftermarket parts and services processes to better leverage cross-selling opportunities: The BigMachines' Lean Front-End online parts ordering module supports searches and online ordering for parts based on serial numbers, bills of materials and drawings.
"The Lean Front-End's intuitive interface and flexibility was a good match for our needs," said Randy Bell, chief financial officer of Pearson Packaging Systems. The overall benefits anticipated will allow an increased ability to accurately translate the customer's product desires to deliver the product correctly the first time and in the least amount of time.