The Client

YORK International Corporation (NYSE:YRK), is a full-line, global manufacturer of heating, ventilating, air conditioning and refrigeration (HVAC&R) products. YORK is the largest independent supplier of HVAC&R equipment in the United States and a leading competitor in the industry internationally. The Company's products are sold in more than 125 countries and YORK has approximately 23,000 employees worldwide.

The Challenge

In order to keep up with market growth and achieve aggressive revenue and profitability goals, the global manufacturer knew it needed to enhance its sales processes and improve field service delivery and productivity. YORK embarked on and ambitious customer relationship management strategy to consolidate call centers, replace legacy systems, implement sales force automation software, and improve field service functionality with handheld wireless devices.

Due to the project’s massive scale, YORK knew it needed the aid of an outside company to help design and implement the new technology and business processes. After looking at nine companies, YORK chose BearingPoint because of its industrial manufacturing and services experience and its familiarity with their business.

The Solution

Our team working with YORK developed a comprehensive plan to meet YORK’s objectives. Dubbed “YORKConnect,?the overall customer relationship management strategy was divided into three phases.

• Phase 1 consolidated the district-level after-hours call centers into one and converted YORK’s Product Service support system using the Remedy software application to the new Siebel environment.
• Phase 2 revolved around opportunity management, sales force automation, job procurement solutions, and an “updateable?service product catalog for 465 sales force employees.
• Phase 3 focused on end-to-end field service solutions and legacy integration.

The end result was a project that required YORK to redesign its business management system and supporting processes with fully integrated software and field services information technology hardware.

The Benefits

In just over two years, BearingPoint helped YORK:

• Consolidate more than 40 after-hours call centers into 1
• Install opportunity management, forecasting, and sales management software to support 465 service sales representatives and area/regional service managers;
• Design an end-to-end field service solution that ultimately will include over 1,400 portable devices for technicians.

By increasing productivity and accuracy within its service sales organization, YORK expects to be able to lower costs and increase top-line revenue by better responding to customer needs.

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