Nintex says the decision to select Promapp followed an evaluation of solutions to support Rheem’s vision of the future of customer interactions, and the required software and services to deliver success.
Nintex said Promapp was selected based on its “user-friendly interface and digital transformation capabilities”, and Rheem will use the technology to support the management of business processes across several divisions, from customer experience to marketing to commerce.
Under the deal, a first phase in Rheem’s customer experience transformation is the mapping of processes in Nintex Promapp for the successful roll-out of its SAP CRM and field service management applications across the Rheem call centre and service business. This will replace manual processes currently stored in Visio and Word documents and provide consistency in sales and service, regardless of location.
Nintex says that once fully deployed, Rheem’s contact centre employees will benefit from Nintex Promapp’s functionality to help document, enhance and share process knowledge from a central online repository and enable the company to benefit from tighter controls around change management and ownership of specific customer-facing processes.
Neale Gallagher, Project Manager, Sales and Marketing, Rheem Australia says, “Just as we aim to foster continual innovation of our products to help Australian households reduce energy, our aim is to provide greater customer service, automate processes and provide visibility of our processes for all staff. We’ll be able to achieve this by using design thinking methodology to distil our everyday processes into Nintex Promapp.
“Some of our processes, like solar panel installation, can be very complicated. Nintex Promapp will support our efforts to map defined processes and methodologies to better meet the needs of our customers. For example, solar panel orders have several critical regulatory and technical processes to follow before generating a quote, signing a contract, and the scheduling of work is complete and certified.
“We’re excited to maximise the benefit which Nintex Promapp will provide to our overall customer experience by being able to map processes to drive innovation and engage with customers in both routine and technically demanding customer-facing jobs.”