Case Study: Rockwell Automation achieves instant, accurate customer-service reporting with OpenText Analytics

Actuate Unlocks the Power of Rockwell Automation’s Customer Information

Rockwell Automation, a global provider of industrial automation products and services, faced a pressing support challenge: 12 U.S. call centers were handling hundreds of new cases and call-backs daily, but the Clarify ClearSupport system—while housing critical customer and product data—couldn’t produce many of the customized reports frontline staff and managers needed. Support teams relied on homegrown tools, faxes and emails, and reporting depended on systems administrators, preventing timely access to accurate information and hindering service delivery.

By implementing Actuate Report Server, Developer Workbench, End User Desktop and ReportCast, Rockwell made more than 300 reports available via a three-tier reporting architecture that lets representatives and managers run ad hoc reports themselves, saving administrators hours per day. The solution provided fast, accurate management metrics, enabled global access (notably for Asia Pacific), supported better staffing decisions and resulted in improved response times, customer service and retention.

Rockwell Automation

Paul Mierop

Clarify Systems Administrator, Rockwell Automation