Aligned Automation implemented an integrated, AI-powered Customer Experience Intelligence Platform designed to address five critical customer value drivers: Product Quality, Security of Supply, Price Competitiveness, Innovation barriers, and Innovation Partnership.
- AI-Driven Data Integration and Predictive Intelligence: The solution automatically aggregated and analyzed data from multiple sources, creating a unified customer data platform with real-time visibility across the entire value chain. Machine learning algorithms continuously monitored data quality while predictive analytics combined historical patterns with real-time operational data to forecast potential service disruptions 72-96 hours in advance, enabling proactive customer communication and mitigation strategies.
- Enhanced Customer Satisfaction Monitoring: By leveraging Net Promoter Score (NPS) and customer sentiment analysis, the solution enabled real-time sentiment tracking across key business functions. Advanced analytics processed customer communications to automatically escalate issues and suggest personalized response strategies, transforming reactive customer service into proactive relationship management.
- Improved Innovation Visibility and Market Intelligence: KPI dashboards featuring the Vitality Index provided real-time insights into the performance of newly commercialized products, tracking commercial success across multiple dimensions including customer adoption, revenue contribution, and competitive differentiation. The platform also monitored external market signals to identify emerging opportunities for innovation and partnership.
- Streamlined Data Infrastructure for Scale: By optimizing the client's data architecture through an intelligent data fabric, the solution connected all operational systems while preserving existing investments. This laid a scalable foundation for future AI applications and advanced analytics capabilities, enabling continuous improvement through machine learning optimization.
Business Outcomes
The transformation delivered measurable improvements across all key performance indicators:
- 25% Greater OTIF Rate: Improved data extraction and analysis through AI agents enabled predictive insights into customer demand, leading to enhanced forecasting accuracy and reliable delivery timelines.
- 41% Increase in Customer Retention: Dashboard-driven KPI monitoring across core business functions enabled the delivery of targeted, strategic offerings, resulting in increased customer engagement and improved revenue growth.
- 82% Reduction in Human Efforts: Self-learning AI agents minimized manual effort required for data reconciliation and cleansing, allowing teams to redirect focus toward high-impact, customer-centric initiatives.
- Improved Sustainability: The Vitality Index enabled the client to test new innovations and facilitated their shift from microplastics to durable and engineered materials, advancing their sustainability goals.
Conclusion
Aligned Automation didn't simply implement a technical solution- we worked alongside the client's leadership team to reimagine their entire approach to customer experience. By deeply understanding their industry challenges and combining knowledge with our AI capabilities, we created a solution both technically sophisticated and practically grounded in chemical industry realities.
The partnership approach proved crucial to success. Rather than replacing the client's existing systems and processes, we built upon their operational strengths while addressing technology gaps. Our ongoing collaboration ensures the AI platform continues to evolve with business needs, creating a foundation for sustained competitive advantage.
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