RATIONAL is a leading global manufacturer of appliances for commercial kitchens, with more than one million units on the market worldwide. RATIONAL embraces a customer-centric philosophy, which is key to its rapid growth. But RATIONAL’s third party service providers often lacked the knowledge to deliver consistent, exceptional customer experiences.
The RATIONAL service team works with a dispersed service partner ecosystem to repair and replace its equipment, which presented challenges in resolving customer complaints efficiently. Crucial customer and product data lived in silos across teams, companies, and systems, making it difficult for technicians to arrive at customer sites with the right parts and knowledge to fix issues on the first visit. RATIONAL needed a way to unlock those silos and ensure that their technicians were empowered with key information.