Innovating with AI: Milliken & Company's Success Story

Table of Contents:

1. Introduction
2. Importance of IT Support in a Manufacturing Environment
3. Digital Transformation and Data Insights
4. Improving IT Support and Customer Experience
5. Asset Inventory Management
6. Impact of the Pandemic on IT Support
7. Focus on Self-support and Collaboration Tools
8. Integrated Solution for Service and Asset Management
9. Factors Considered in Choosing Summit AI
10. Benefits of using Summit AI
11. Partnering with Summit AI
12. Future Roadmap and Innovations
13. Conclusion

Article

Introduction

In today's rapidly evolving business landscape, technology plays a crucial role in driving innovation and ensuring seamless operations. As a manufacturing company with a global presence, Milliken understands the significance of efficient IT support in maintaining productivity and overcoming challenges. With over 7000 associates spread across different countries, any disruption in their manufacturing environment can have a massive impact. In this article, we will explore Milliken's Journey towards digital transformation and how they implemented an integrated solution for service and asset management using Summit AI.

Importance of IT Support in a Manufacturing Environment

The ongoing operations of a manufacturing company heavily rely on efficient IT support. Even a minor outage can cause significant disruptions, leading to loss of productivity and revenue. Milliken recognizes the criticality of IT support in their day-to-day operations and the need for a reliable and robust system to address challenges effectively. Collaborative efforts and effective communication are key components of their success, enabling them to overcome obstacles and drive innovation.

Digital Transformation and Data Insights

To stay ahead in today's competitive market, businesses must embrace digital transformation and harness the power of data. Milliken has embarked on this transformative journey, leveraging data to gain valuable insights. From an IT perspective, they are focused on improving their IT support services by centralizing knowledge and streamlining processes. This not only enhances customer experience but also allows them to make data-driven decisions for better efficiency and optimization.

Improving IT Support and Customer Experience

Milliken is determined to improve their IT support services and enhance the customer experience. They understand that providing seamless support is crucial for the smooth functioning of their business, especially during challenging times like the pandemic. The number of help desk tickets and requests increased significantly during this period, emphasizing the need for robust processes and self-support options. Milliken has invested in collaboration tools and self-service capabilities to ensure users can find the support they need quickly and efficiently.

Asset Inventory Management

Managing assets effectively is a critical aspect of any manufacturing company. Milliken realized the importance of having a centralized asset inventory system that provides visibility and control over their hardware and software. With Summit AI, they were able to address their asset management requirements efficiently. The integrated solution facilitated the entire lifecycle of their assets, from procurement to disposal, ensuring optimal cost management and improved efficiency.

Impact of the Pandemic on IT Support

The global pandemic has affected businesses worldwide, and Milliken was no exception. As a global company, they faced remote working challenges and had to adapt swiftly to ensure uninterrupted operations. Collaboration tools and robust IT support processes were vital in facilitating seamless communication and enabling remote work. Milliken's IT support team played a crucial role in ensuring that all employees had the necessary tools and support to carry out their duties effectively.

Focus on Self-support and Collaboration Tools

Milliken recognized the importance of self-support and collaboration tools to enhance the customer experience and productivity. By empowering users with self-service options, they not only reduced the volume of help desk tickets but also enabled employees to find solutions independently. Summit AI provided a centralized knowledge base that allowed users to access Relevant information and troubleshoot common issues. This shift towards self-support improved efficiency and eliminated the need for email tickets, streamlining the support process.

Integrated Solution for Service and Asset Management

Initially, Milliken's focus was on finding an asset management solution. However, as they explored their requirements further, it became evident that an integrated service and asset management solution would be more beneficial. Summit AI emerged as the ideal choice, offering robust features in both domains. Gartner's positive feedback about Summit AI played a significant role in their decision-making process. Summit AI's comprehensive product demos and competitive pricing further solidified their choice.

Factors Considered in Choosing Summit AI

Milliken evaluated several service management tools to find the right solution that integrated asset and service management seamlessly. Their criteria included robust features in both domains, a good roadmap for future advancements, and a competitive total cost of ownership. Summit AI stood out among other vendors, as it met all their requirements and offered a comprehensive Package. Milliken appreciated Summit AI's focus on collaboration, efficiency, and their ability to understand and tailor solutions to their specific needs.

Benefits of using Summit AI

Implementing Summit AI has enabled Milliken to transform their IT support delivery and enhance employee experience. The productivity and usability of Summit AI's product suite surpassed their expectations. The centralized knowledge base and self-service capabilities have empowered users to resolve issues independently, reducing the workload of the IT support team. Additionally, Summit AI's asset management features have provided better visibility and control over their assets, optimizing costs and improving efficiency.

Partnering with Summit AI

Milliken's experience with Summit AI has been outstanding, both in terms of the product suite and the support provided. Summit AI's team has been knowledgeable, responsive, and collaborative throughout the implementation process. The intuitive user interface and user experience of Summit AI's product have made it easy for Milliken to build rules, knowledge records, and service catalogs. This investment in building a robust framework has driven a hundred percent adoption and improved overall efficiency.

Future Roadmap and Innovations

Milliken is excited about the future possibilities with Summit AI. They have already benefited from the self-help options, integrated ticketing portal, and asset management capabilities. Looking ahead, they are eagerly waiting to explore features such as chatbots and other innovative solutions Mentioned in Summit AI's roadmap. Milliken values the partnership with Summit AI and appreciates having a reliable and forward-thinking partner to support their digital transformation journey.

Conclusion

Milliken's journey towards digital transformation has been facilitated by Summit AI's integrated solution for service and asset management. Efficient IT support and seamless customer experience have become critical success factors for any manufacturing company. By leveraging Summit AI's robust features, Milliken has improved their IT support processes, enhanced asset management, and empowered users with self-service capabilities. The collaboration, efficiency, and expertise exhibited by Summit AI have made them an ideal partner for Milliken's digital transformation initiatives. As they Continue to evolve and embrace innovative solutions, Milliken looks forward to the future advancements offered by Summit AI.