ONPROCESS TECHNOLOGY
“ One reason OnProcess is so good at helping our customers on their digital journeys is because we ’ ve been on that same journey ourselves ”
OLIVER LEMANSKI CEO , ONPROCESS TECHNOLOGY
then structures it around the customer and the post-sales experience they should have .”
By joining these siloes together in a circular fashion , OnProcess gives customers full visibility of recovered assets . This can bring endless benefits , in terms of time- , money- and carbon-savings .
“ Visibility helps cut purchasing levels , and can also give a company before-it-happens visibility of soon-to-fail parts , allowing it to be more proactive when it comes to dispatching spares , '' Lemanski explains . “ And that ’ s just two examples among many .”
This aspect of OnProcess ’ s work - bolstering customer satisfaction - is a crucial part of what it offers clients , because the service supply chain has a huge say in whether customers remain with a company , or leave .
According to research from the Kellogg School of Management at Northwestern University , as few as 15 per cent of a business ’ s most loyal customers can account for up to 70 per cent of its total sales . One reason OnProcess is adept at helping its customers take the digital plunge is because it has been on the same journey itself . Years ago , before digitisation , Lemanski admits the company had itself “ disappeared into our silos .”
“ As a business process outsourcing company , we had got into a bit of a rut , so we looked at our mission and strategy , and decided the key for us had to be how we could go digital , and also how fast .
“ We realised we needed to drive a completely new culture , and that our culture needed to be about collaboration - not only among ourselves , but also with our customers . And the thing about collaboration is that it ' s inclusive , and it welcomes diversity . You innovate together , and you think about what you can achieve together .”
But with OnProcess , ‘ collaboration ’ was never going to be the final word , however important . “ Ultimately , it all comes down to data ,” says Lemanski “ There ’ s data from our customers ’ systems , from their end customers and their supply vendors , and from the machines themselves , through the Internet of Things .”
He adds : “ Everyone is giving off data the whole time , and this creates opportunity . Technology vendors like us are able to provide solutions that can help businesses understand what their ecosystem looks like in its entirety .”
Which takes us back to visibility . Only with visibility can a company make sound decisions , and it is this that builds resilience in times of difficulty . supplychaindigital . com 141