CIMdata PLM Industry Summary Online Archive
9 April 2009
Implementation Investments
Sun Chemical Taps Pilgrim Software’s SmartSolve® Platform for Enterprise Complaints and Quality Management
Pilgrim Software, Inc. announced that Sun Chemical, the world's largest producer of printing inks and pigments, will utilize Pilgrim’s automated platform for complaints management and quality management at its manufacturing sites across North America and Europe beginning later this year.
In an effort to enhance tracking, visibility and control of its complaints process, Sun Chemical has implemented Pilgrim’s SmartComplaints™, an out-of-the-box, closed-loop application that allows manufacturers to implement efficient resolutions to customer issues. This helps Sun Chemical to ensure industry and regulatory compliance both domestically and internationally, improve its overall product quality, and reduce in-house costs associated with customer complaints.
Previously, Sun Chemical’s global divisions were using a number of disparate systems and processes for complaints handling. The data provided to Sun Chemical’s corporate management was not in a standardized format and therefore the data could not easily be analyzed, sometimes delaying the timeframe for making strategic business decisions.
In addition to Pilgrim’s SmartComplaints, Sun Chemical will also tap into the SmartSolve platform’s SmartAudit™, SmartDoc™ and SmartTrain™ to further manage, streamline and optimize quality and operational processes across various areas of the company.
“After evaluating multiple enterprise-wide systems, we ultimately chose to use Pilgrim’s SmartSolve applications based on the product’s capabilities, price and the level of service provided,” said John Gowlett, Sun Chemical’s Vice President of Global Operations. “Rather than spending time building applications from scratch, Pilgrim’s pre-built, out-of-the-box software gave us what we needed. Pilgrim’s system requires zero customizations and only the unique configurations and workflows required for each location and business unit.”
“Complaint handling and quality management process automation is a critical part of any quality program, and SmartSolve provides all the right features to Sun Chemical to take the worry out of complaint handling and overall quality assurance efforts,” said Prashanth Rajendran, Pilgrim’s Chief Operating Officer. “Our solution will allow this globally recognized organization to implement effective and timely resolutions to customer issues, helping maintain its global reputation for quality, compliance and overall excellence.”
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