Focus on Secondary Processes
In the manufacturing Industry) , most attention is focused on the production floor. Machines produce faster and with greater precision than ever before, sensors continuously collect data, and AI helps optimize production processes. Investing in the primary process makes sense: after all, this is where the money is made. But that doesn’t change the fact that there are also opportunities in the secondary processes there is significant gains to be made. In this blog, we’ll share five examples of this.
Secondary processes
How smart and efficient is the work done in the office? For example, a help desk can waste a lot of time because customer service representatives have to manually process recurring customer inquiries. Project estimates are stored in separate (Excel) files, and procurement staff spend a lot of time verifying supplier certificates. Even though these processes may seem less urgent, their inefficiency can quickly add up and lead to unnecessary costs.
Why Secondary Processes?
Precisely because margins in the manufacturing industry are often tight, every wasted minute and every mistake counts. Think of order processing that is delayed due to missing data, quality departments that spend a lot of time preparing reports for audits, or planning departments that have to manually adjust delivery schedules every time there’s a change in production.
These are processes that, at first glance, appear to be support functions, but that directly impact production, customer satisfaction, and the cost structure. Smarter support using digital technology can lead to faster turnaround times, better compliance, and lower failure costs. That is why we have outlined five examples below of improvements in the area of secondary processes:
Example 1: Smarter Help Desks and Customer Processes
A help desk can automatically handle many standard customer inquiries using AI agents—for example, for product returns, warranty claims, or providing information via a virtual call agent. This saves time and reduces costs, while allowing employees to focus on interactions that truly require personal attention, such as complex complaints or customized inquiries. But innovation isn’t limited to AI alone.
In the food sector, for example, we helped a well-known meal developer and delivery service streamline customer contact and order processing. Two outdated systems were replaced by a new EIM system integrated with Salesforce. Customer preferences, order registration, and photo uploads via iPads are now processed directly in a single system. The result: less manual labor, faster processing, and immediate cost savings because routine tasks have been largely automated.
Example 2: Making Sales and Project Management Smarter
Many manufacturing companies deal with custom work. Semi-finished products must be assembled, cost estimates prepared, and documentation maintained. How much time is wasted due to errors in separate files or searching for the right project information? It’s better to set up a central digital environment where all data is collected in one place, making cost estimates faster, more accurate, and easier to verify. This speeds up the quoting phase but also reduces the risk of (very) costly deviations during production.
Example 3: Procurement and Supplier Management – Reducing Administrative Costs
Procurement staff spend a great deal of time verifying certificates, ensuring compliance with contract terms, and mitigating risks. Innovation and AI can automatically verify certificates and send alerts when a contract is about to expire, reducing the need for manual checks and minimizing errors. This digital support delivers immediate cost savings and reduces risks throughout the supply chain.
Example 4: HR Processes – Freeing Up Valuable Time
HR processes such as onboarding, offboarding, planning, and internal communication have a direct impact on the organization. Automation and AI workflows can make these processes faster, more organized, and less prone to errors. As a result, new employees are ready to work sooner, and managers gain better insight.
Example 5: Optimizing Logistics and Inventory Management
Another often-overlooked pillar is logistics and inventory management. Many companies still keep track of which parts are in stock manually, or use systems that aren’t integrated with production and sales. This can lead to duplicate orders or, conversely, shortages that bring production to a standstill. By utilizing AI and smart software, inventory is automatically monitored, forecasts are made based on production planning, and orders are automatically prepared. The result: lower inventory costs, less waste, and greater delivery reliability for customers.
How we handle your secondary processes
Success in the manufacturing industry isn’t determined solely by machines and production lines. Modernizing secondary processes makes employees more effective, speeds up turnaround times, and maximizes the use of data. With AI and other digital solutions, support processes can finally be organized just as intelligently as the production department itself.