CORPORATE OVERVIEW

Lowry Solutions logo

Founded in 1974, Lowry Solutions has transformed from a computer peripheral equipment reseller into an industrial IoT (Internet of Things) solutions provider that specializes in supply chain tracking and traceability solutions, enterprise mobility and managed print services, all of which enhance accountability, process control, and operational effectiveness.

CUSTOMER QUICK FACTS

Company:
Lowry Solutions

Industry:
Information Technology and Services

Size:
100-500 employees

Headquarters:
Detroit, MI

Website:
https://lowrysolutions.com

“We anticipate a 7% improvement in our contract attach rate and a 15% improvement in contract renewal rates within the first year. We expect to drive this result through automated notifications when customer contracts are about to expire and outbound campaigns to products not currently covered by a contract.”

Sean Lowry
Sr VP of Sales and Service

Challenge

Lowry Solutions’ previously siloed systems left them with incomplete and disparate data, a lack of automation slowed down processes and required manual entry and research. Their leadership knew they could better serve their customers, scale the business, and obtain clear visibility of key performance indicators and financial metrics with a consolidated, cloud-based system that connects sales and service by enabling a 360 degree view of the customer relationship.

By leveraging data from Salesforce Sales Cloud, Salesforce Pardot marketing automation, and ServiceMax, Lowry is able to drive automated campaigns for assets with service not sold and universal visibility across all parts of their business.

Lowry Solutions partnered with Salesforce, ServiceMax and Bolt Data to extend their use of Sales Cloud, to create a seamless service solution that would address the above challenges, and ultimately improve customer satisfaction.

Solution

The integrated field service solution now enables optimized field service and depot processes, better data management and ultimately improved customer satisfaction:

  • Sophisticated contract management and entitlement automation that maps to the realities of how Lowry customers buy, deploy, and receive service for their products”.
  • Asset lifecycle management that ensures products, components, and parts are managed from installation to decommission, including depot repair processes such as:
    • With repair and return, products come into the Lowry service center, get repaired there or at an OEM partner site, and then sent back to the customer. All stakeholders can track and trace the affected assets at every step of the repair process.
    • With advanced exchange, equipment pre-purchased by the customer is staged at the Lowry site, ready to be deployed to the customer should another unit fail or require repair. When this happens, the customer sends the unit for repair to Lowry, and Lowry sends the customer the staged unit, minimizing downtime and reducing inventory exposure.

Future phases of the Salesforce and ServiceMax rollout by Bolt Data will include a customer community and integration with Lowry’s new ERP system, furthering the seamless flow of information from customers and 3rd party contractors to the service organization, with financial information flowing into the ERP system.

Results

Lowry Solutions expects to see:

  • Increased contract attach rate by 7%
  • Increased contract renewal rate by 15%
  • Better visibility of key metrics and financial reporting
  • Improvements in MTTR with customers and/or via partners
  • Sustained and/or increased customer satisfaction

The integrated solution is also expected to fuel the growth of service revenue for Lowry Solutions. By providing visibility into service entitlements across service and operations, ServiceMax Asset 360 protects against leakage from incorrectly entitled work orders and uncovers service upsell opportunities. Service costs are also expected to decline, enabling Lowry technicians to be more productive and provide high levels of personalized service while lowering mean time to repair. Overall systems cost of ownership will also decline due to the consolidated IT infrastructure and the Salesforce architecture’s modern toolset that enables system changes with no or low-code tools.