Melchers automates business-critical processes with Zoho Creator
- INDUSTRY Trade and development
- SIZE 1,000+
- TYPE B2B
Headquartered in Bremen, Germany, C. Melchers GmbH & Co. is a global trading company with over 50 subsidiaries worldwide. They connect various manufacturers with consumers by marketing products and enabling their clients to buy or resell them.
Melchers Malaysia has been coordinating the company’s trading activities in Malaysia since 1958, with several offices located across the country. Their trading activities cover machinery, industrial materials, construction equipment, testing, and calibration.
Off the paper trail
The vision of a "paperless office" is perhaps one technology paradigm that takes longer to materialize than others. Most businesses look to go paperless to make things easier, more organized, and as automated as possible.We relied a lot on manual processes. Whether reporting of meetings or the customer credit filing process, we had to wait till our customers manually filled the forms and sent them back to us
He went on to explain that the Melchers calibration system was also paper-heavy and could benefit from automation and a better workflow. Eliminating human error in order to track things accurately during the various validation stages of their processes was also a pain point the company hoped to address.
That's when Zoho Creator came to their rescue. Omar Khamam, CEO of The Techno Set Sdn. Bhd. and an award-winning Zoho Creator partner, introduced the idea of customized low-code solutions and their benefits to the Melchers's team. The company now has two full-fledged applications that digitally transformed several critical business functions.
The calibration lab at Melchers implements and maintains an effective quality assurance system for the manufacturing and service industries. The calibration process involved meticulous manual documentation through several stages by the auditors.
The custom calibration system streamlined and accelerated two critical business processes by helping the team record and track equipment calibration history and the recalibration reminder process. Each job cycle in the application starts with a new work order mapped to a calibrator as a job. The equipment moves through different process stages, and the calibrator records relevant data with the application. Once the equipment is calibrated, it goes to the quality control department for a final review and further documentation. The process is marked completed once the equipment is delivered to the customer. Melchers inspectors can accept and reject data and check the status of equipment throughout all stages easily, too.
The calibration system is tied together with existing systems and other Zoho applications forming a complete digital ecosystem from the customer details gathering phase and invoice generation, to calibration and after-service support. The application retraces details whenever a piece of equipment is due for recalibration. It automatically alerts the customer and the administrative team with a notification and required information, saving time and reducing approval cycles.
Customer credit application
This application automates the customer credit submission and approval process. The process starts with the salesperson pushing information from Zoho CRM to the custom Creator application through a button in the customer's record section. This sends an email to the customer asking them to fill out an online form and upload the required documents.
On submission, the customer receives another email with the information they submitted in a signable PDF. The customer then uploads the signed PDF to the application, which the sales team reviews and forwards to the finance team.
After verification, the request is sent to management for approval. Once approved, the customer's record is automatically updated in all the relevant systems across the organization. Even after a customer successfully submits a credit application, Melchers is able to edit a cutomer's records within the application. The customer will get an updated letter with the incorporated revisions without a time-consuming paper trail.
The move from paper-laden processes toward low-code automation proved to be beneficial for Melchers, which was highly reliant on manual paperwork before using Creator.
The custom low-code solutions helped Melchers:
- Automate paper-based manual processes
- Reduce work hours and improve overall efficiency
- Streamline and accelerate critical business processes
- Collaborate effectively across departments
- Improve the overall customer experience
An organization-wide digital transformation is always a work in progress. In an age when technology and customer preferences constantly evolve, the digitization road map should be fluid enough to adapt and adjust to ever-changing developments.
In line with that, Melchers Malaysia is in the middle of building a custom solution that'll help connect sales with their indoor air quality assessor (IAQ) services process. The app will collect data from the company's air quality checking devices and convert it into real-time reports for the team.
Inspired by Melcher's automation story? Watch this session on how enterprises can leverage low-code to build custom applications.