Easypurge Custom Procedure App Development Case Study

The Challenge

Purging is an overly complex process that involves a significant number of technical parameters. The procedure must be done in some specific order to maximise the results. Although the engineering team at Easypurge have worked hard to simplify this process, the disruptive nature of Easypurge sometimes creates friction when training operators to adopt a new method of purging, different from the one they have been doing for years. 

The wide variety of materials used in plastic production makes it hard to create just one standardised procedure. To get the best possible results, Easypurge compound must be applied differently depending on the materials used and the size of the machine the customer wants to purge.

To achieve this, Easypurge advisors would collect information about the customer's specific needs and come back with a custom-made guide optimised for their particular workflow. They also had to keep a record of each guide sent by email for support purposes. 

This process was very time consuming for sales and support reps and reduced their overall performance.

The Solution

Easypurge recognised the need for a more efficient and effective solution to support their customers. After evaluating various options, we decided to develop a Custom Procedure App that could provide personalised support and optimised purging procedures 24/7.

We worked together with the sales and technical teams at Easypurge to collect all the data used during years of support provided to hundreds of customers worldwide. Using this information, our developers created a web app with a simple interface that requires only 3 primary inputs from the customer to create a customised guide with a highly optimised application procedure that ensures the purging process's quality.

As Andrés Rodriguez, Sales Director of Easypurge, stated, 'The Custom Procedure App improved the way our customers are using our products. Now it's easier than ever to provide personalised support. This has improved our test to sale rate and customer satisfaction significantly.' The app was designed to cater to 22 different materials, ensuring comprehensive support for their diverse clientele.

The Results

The implementation of the Custom Procedure App brought notable improvements in customer satisfaction and operational efficiency. By offering tailored support and optimised purging procedures accessible around the clock, Easypurge was able to enhance the overall customer experience. The strategic partnership, which began in 2017, continues to thrive, demonstrating the long-term benefits of this innovative solution.

This way, plant managers, machine operators and everyone involved in the production process get support from Easypurge 24/7 on their phones.  

How does it work?

1. The operator selects the type of procedure: "Colour Change" or "Material Change."
2. The operator selects the "From" and "To" materials from a list of 22 different options.
3. The operator selects the size of the machine in tons.
4. The system creates a custom step by step guide on how to apply Easypurge for the customer's specific use case. The guide can be shared, printed, or downloaded as a PDF (coming soon) 

HubSpot CRM integration

The app is tightly integrated with the HubSpot CRM implementation for Easypurge front-facing teams to manage customer interactions. Every purge procedure consultation is pushed to the customer’s page on HubSpot as a timeline event and updates custom properties like "Machine Size" and "Last material change." 

Sales and support representatives receive notifications on their preferred devices whenever an assigned customer submits a query. This enables the customer service team to efficiently track each customer's activities through the app and promptly provide relevant information for every support request.

The sales team also gains from this integration, as it allows them to deliver pertinent and valuable insights to enhance product and service offerings for existing customers or to efficiently onboard new customers by optimizing test speed and effectiveness.

This way, we improved customer satisfaction and process efficiency for both plastic producers and Easypurge from facing teams. 

Timeline event sample of a customer query on the customer's card on the HubSpot CRM.