Background

Our client, a global leader in flow control solutions, has experienced rapid growth through a series of international acquisitions over the past 25 years. This resulted in a complex network of legacy systems and fragmented customer data. 

The company received significant funding from a private equity firm that propelled them into a growth frenzy. However, the first step of this journey was to unify their disparate operations and establish a single, integrated system that can cross-sell across multiple legacy brands and business units.

Business Needs

The company faced several challenges due to its rapid expansion:

• Disjointed Customer Data and Workflows: Seven separate ERP systems operated across legacy business units, leading to inconsistent and siloed customer data, with overlaps and duplicate records across customers.
• Limited Visibility for Sales and Service Teams: Each plant historically focused on individual production analysis, missing opportunities to pitch parts and service contracts.

The company needed a solution that could provide a unified view of their entire installed base – allowing for streamlined cross-selling, enhanced customer engagement, and rapid identification of new growth opportunities.

Solution by Entytle

To address these challenges, the company partnered with Entytle. The Entytle Insyghts platform was deployed in a span of 9 weeks. With the use of Entytle and its Installed Base Intelligence (IBI), it started the process of collating, cleaning, de-duplicating and unifying the installed base data from scattered data silos.  

The key elements of the solution included:

Data Unification and Cleansing: Entytle unified and cleansed customer data across all 7 ERP systems, improving data quality by deduplicating records and consolidating customer information. This created a single source of truth for customer data.

Result: The data cleansing process removed duplicate records and identified a 28% overlap among previously siloed customer accounts.

Integration with Salesforce CRM: Seamless integration with Salesforce allowed Entytle to push opportunities directly into the sales pipeline, ensuring the sales team had actionable insights in real-time in their existing workflows.

Result: Sales engagement metrics increased by 45%, with faster response times due to improved data accessibility within Salesforce.

Actionable Insights for Targeted Engagement: Using Entytle’s advanced analytics, the company gained visibility into key metrics such as loyalty, revenue drift, and spending trends. 

These insights enabled the creation of targeted “hunting lists” to engage customers effectively, including:

• Targeting customers showing signs of revenue drift
• Upgrading aging systems
• Increasing service contract attach rates for better customer retention

Result: These targeted actions led to a 29% increase in service contract renewals. 

Cross-Selling and Revenue Growth: With a unified view of the installed base, the company could identify cross-selling opportunities across its legacy brands, maximizing revenue potential by leveraging shared customer relationships across business units.

Result: Cross-selling initiatives accounted for an additional $4.5 million in annual revenue, as sales teams could now leverage unified data for upselling across legacy brands.

By implementing Entytle’s Installed Base Intelligence Platform, our customer had greater visibility into their Installed Base. This helped them significantly increase their Aftermarket revenues.