According to Ultimus, National Gypsum looked to automate numerous paper-based manual processes associated with customer service inquiries. One area that required immediate attention was its corporate rebate process. This multi-step process involved complicated rules based on the customer, products involved, message originator, total dollar amount and type of transaction. It was virtually impossible to target only those approvers responsible for reviewing a particular rebate program.
As a result, all approvers were required to review all rebate programs. This bottleneck caused delays in approving a rebate which translated into delays in payment to its customers. This delay directly resulted in customer dissatisfaction. To solve these challenges, National Gypsum decided to integrate Ultimus BPM into its IT arsenal to streamline processes and better serve its customers, said Ultimus.
Rick Pincus, technical consultant of National Gypsum, said: Manufacturing enterprises are under increasing pressure to shorten cycle times, increase production rates, and be more responsive to market needs in general. Since processes are central to every manufacturer’s existence, only those who actively automate and optimize mission-critical processes will realize these goals and surpass their competitors. With Ultimus, we’ve already been able to automate eight customer service management processes – affording a higher degree of control and visibility for National Gypsum.
Christopher Heivly, executive vice president of Ultimus, said: Manufacturing company processes are unique in that they span the entire enterprise and as such critical process participants lack visibility to the entire process. Visibility keys decision-making, accountability, and compliance and our Adaptive BPM Suite enables manufacturing organizations to achieve that visibility.