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Chemical supplier systematizes customer intimacy through cloud service

By collecting process data from its customer sites on how the chemical products supplied affect the desired performance (e.g. lack of fouling or corrosion or bacterial build-up), our customer aimed to provide best-in-class customer service through remote technical and sales support.

The challenge

The customer supplies chemicals to over 1,000 processes at over 500 customer sites, each of which has their own source data systems and security model. They wanted to access data from each site to better understand their customer’s application of their products and provide rapid service and support. For the customer to build and support a system to connect to each site would be hugely inefficient and not in-line with their core capabilities.

Solution

KBC’s supplied its Web*Technician solution which is a cloud service that collects data in real-time from disparate systems and brings the data into a common environment supporting basic analytics, dashboards and reports. Our customer “white labels” Web*Technician under its own brand to present the solution as an integrated part of their service offering. Over 2,000 users from both the customer and their customer can collaborate to understand and solve problems or explore opportunities to improve performance.

The results

Web*Technician has resulted in our customer protecting their accounts from attack by their competitor due to better knowledge of their customers value proposition, and enabled them to gain new business due to a differentiated service offering.

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