Flowserve exemplifies how manufacturers can enhance efficiency through interconnected processes amid challenging global economic conditions. By utilizing Appian's digital transformation platform, Flowserve centralized its diverse Enterprise Resource Planning (ERP) systems, streamlining operations and significantly improving dispute resolution and aftermarket support. This transformation led to reduced average dispute resolution times and facilitated a cohesive customer experience across its global response centers.

1. Flowserve Shows How
Manufacturers Can Drive Efficiency
With Interconnected Processes

2. Global economic conditions are
combining with developments in the
energy, raw materials and even political
sectors.
According to PricewaterhouseCoopers,
this creates an environment in which in-
dustrial organizations cannot gain an
advantage by simply ramping up output.
The competitive balance in the manufacturing
sector is as tight as it has been in a long time.

3. Enter Industry 4.0, a new industrial
revolution in which internet of things
endpoints combine with a variety of digital
technologies to transform how
manufacturers manage their operations.
Manufacturers must improve productivity
and efficiency to gain an edge.

4. Appian is empowering manufacturers to
bring together their varied data systems
into a central process and application hub.
Consider how Flowserve used Appian:
The Digital Transformation Platform™ to
update its processes and core business
capabilities.
Changing the way people work.

5. Flowserve is one of the largest developers
and manufacturers of industrial valves and
seals, pumps and seal systems in the world.
The organization works out of a wide range
of locations to serve a global customer
base.
Flowserve and Its Initial Challenge

6. Flowserve has long depended on a few
major enterprise resource planning
systems to help it document key
information and gain visibility into
everyday operations.
To this end…

7. Limited data integration
between disparate ERPs.
Siloed information that
forced users to jump
between apps to handle
processes.
Minimal support for
workflow optimization
when processes crossed
multiple systems.
This setup introduced a few problems

8. Flowserve was able to interconnect
its disparate ERP and similar backend
systems into a common user
interface.
The resulting system empowers
users to get the information they
need quickly and coordinate complex
processes across multiple locations,
all within a single interface.
Working with Appian

9. With its ERPs converged into a central
platform, Flowserve was able to transform
a variety of processes.
How Flowserve Used the Appian Platform

10. Flowserve used Appian to create a dispute
management app that enabled the company to
bring in data from diverse sources and quickly
identify the underlying causes of the conflict.
Flowserve has cut its average dispute resolve
time in half and eliminated disputed invoices
adding up to a multi-million-dollar value.
Handling dispute management

11. Customer experiences are a growing
priority in a variety of industries.
End-to-end customer journey
management is necessary, and
Flowserve used Appian to increase
transparency and accelerate operations
within its aftermarket support
operations.
Accelerating aftermarket support

12. The primary challenge Flowserve faced
was a need to ensure a cohesive and
positive experience across more than
150 globally distributed quick response
centers.
Creating a positive experience

13. Prior to deploying the Appian platform,
users had to log in to four or five separate
systems to complete an aftermarket
support process and ensure quality
standards were met.
Before Appian

14. Take pictures of assets at
each step of the service
Flowserve employees could:
Access the system on
mobile devices
Integrate every component
of aftermarket services in a
common interface.
With Appian

15. Flowserve used the Appian platform to
modernize its operations around digital,
and its gains aren’t out of reach for other
companies in the sector.
Visit appian.com/manufacturing
to learn more.
Appian can be an engine for rapid,
successful change.

16. Learn More
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