Case Study: Ingersoll Rand achieves faster decision-making and 40% shorter invoice cycles with Oracle Siebel CRM

Ingersoll Rand Optimizes Decision-Making by Extending Customer Relationship Management to 18 Locations in Six Languages and Currencies

Ingersoll Rand, a global industrial company that creates sustainable climate- and transport-control solutions, needed to modernize and unify disparate legacy systems across 18 service centers in Europe, the Middle East, Africa and Latin America. The challenge was to simplify a multilingual, multicurrency user experience for a global, mobile sales and field-service organization and to improve response times and consistency in customer service.

Working with Tata Consultancy Services, Ingersoll Rand deployed Oracle Siebel CRM integrated with Oracle E‑Business Suite and Oracle Business Intelligence Publisher, plus a third‑party iPad mobility app, to standardize processes across six languages and multiple currencies. The rollout improved usability for 650 users, gave a 360° customer view, reduced invoice cycle time by more than 40%, saved about 20 minutes per day per technician across 1,400 field-service staff, increased quote-to-order conversions and recurring-service revenue, and sped decision‑making and customer communications.

Ingersoll Rand

Sujan Singh

Solution Architect