InformationWeek: Pumping up the SPS Customer Experience with Kenandy

SPS customer experiences have radically changed. SPS was serving one customer in particular recently that had hired SPS to conduct 100 pump repair calls to a variety of production sites. Because SPS now has all of the customer data in one accessible place (which can be viewed via a mobile device), SPS employees were able to provide the customer with details about why the repairs kept happening, which crews (of the customer) were on site when equipment kept breaking, the type of equipment that was causing the problem, etc. This level of insight and detail had not been experienced before by their customer and the customer was able to make changes to their business based on the data.

Published in InformationWeek

by Ben Kepes

The Amazon experience isn’t just for consumer-facing applications. Imagine what it can do for a traditional company.

It’s always nice to hear from an end-user of technology products that I’ve been writing about for years. While it is squarely in the job description of a vendor’s marketing executive to articulate just how perfect their solution is pumping up the customer experience with SPS and Kenandy every possible use case, actual customers tend to be more circumspect and to only wax poetic about the solutions that actually deliver benefits to them. And so, I’m always interested in hearing from these end users and exploring how their particular solution-set meets there needs.

And so it is with Service Pump & Supply, a West Virginia-based company that sells motors, pumps, and accessories to a sector that, let’s face it, is often viewed as an old-school industry — oil and gas, coal and mining companies. While this is one business that many would categorize as “boring,” that doesn’t mean in any way that it’s an unimportant one. Indeed, SPS got a call a few days after Hurricane Irma to ship a bunch of pumps down to Florida to help with cleanup, a critical part of the chain of relief.

Anyway, despite being a traditional business, SPS is well aware that the times are changing and had a desire to offer its customers a new type of experience, one which they might be used to with their consumer experiences, but not one they traditionally think of coming from their more conventional suppliers.

The CEO of SPS, Patrick Farrell, recognized this subtle demand for “Amazon-like” experiences and decided to jump on that demand to gain a competitive advantage. He could see the writing on the wall — his customers wanted simple processes, instant help, user-friendly technology, access to historical data for purchasing decisions, low prices, and instant or rapid delivery of products/equipment. The fact that customers were ordering pumps and motors didn’t deter them from wanting slick and sophisticated technology interfaces from their vendors. It’s not just the hip millennials who want experiences that are as easy as those with their favorite social network. Read the full story »

Service Pump and Supply on cutting edge of technology

Service Pump and Supply President Patrick Farrell has been invited to speak at Dreamforce ’17, a multi-national conference expected to convene more than 180,000 business leaders and professionals from across the globe. Farrell will share how Service Pump and Supply is working on the cutting edge of technology by harnessing the Internet of Things (IoT) and Cloud ERP to deliver better results faster and meet the needs of our oil and gas, mining, municipal and industrial manufacturing customers.

SPS worked with Mountain Point, a digital transformation consulting firm, to revolutionize the way we work — speeding up delivery time, providing predictive analytics to help our customers make smart decisions, and improving service quality and product support.


Press release from Kenandy:

REDWOOD CITY, CALIFORNIA, UNITED STATES, November 2, 2017 / — Kenandy, Inc., a cloud enterprise resource planning (ERP) solution provider announced it is gaining traction across the manufacturing sector with new customers Service Pump & Supply (SPS), Merrow Manufacturing and TentCraft.

Several of Kenandy’s customers have moved from legacy on-premises ERP systems to the cloud. In particular, these customers have chosen Kenandy for the agility and flexibility of the solution, as well as its support moving to the Salesforce Platform. Kenandy’s integration of the front office and back office to provide one data platform provides insights and growth opportunities in unique ways for a number of its newly implemented customers.

Service Pump & Supply is an industrial distributor of pumps, electric motors, pipes, and valves. The company relies on an array of business models to maintain its ferocious commitment to customer service as it moves liquids from where they shouldn’t be to where they are better suited. The company’s previous system was far too rigid to provide SPS’s move to new business models. By working with Kenandy, SPS was able to quickly move to a new cloud system for the company’s rentals, consignments and subscriptions of a variety of pumps sized from small to very large, providing significant top line growth. More importantly, being able to respond quickly to situations was critical, which proved effective when Irma was heading to Florida and SPS received a call for pumps. SPS was able to immediately consign and ship needed pumps to the affected area.

Merrow Manufacturing, a 180-year old company that got its start selling gunpowder and knitting supplies in 1838, recently removed its sluggish legacy ERP system and implemented Kenandy Cloud ERP, built on the Salesforce Platform. Since the implementation of the Kenandy platform three years ago, Merrow has started three new business lines and has been able to execute its growth strategy. More recently, Merrow acquired 3 companies and added 100 people to its ranks.

A Michigan manufacturer, TentCraft, attended Dreamforce last year with the intent of building out its legacy system. Having the ability to experience the Salesforce Platform while at the event, the company changed its mind and decided to transition to the cloud. The company chose Kenandy partly for its pre-integration with the Salesforce Platform, in addition to its easy customizability, which reassured the company that it could easily and affordably make changes and additions as needed to grow its marketing tents, flags, and other printed experiential marketing elements for some of North America’s most well-known brands.

Kenandy will once again be sponsoring, exhibiting, and speaking at Dreamforce 2017 to inspire other manufactures to experience the benefits and growth that can be attained by attending the most inspiring technology event of the year and the world’s largest gathering of Trailblazers. As a Gold Sponsor, Kenandy will be in booth #1624 in the Dreamforce Customer Success Expo, where it will be showcasing the solution companies can gain to change business processes and connect closely with their partners, suppliers and distributors via digital channels and devices.

Kenandy Customer Speaking Presentations at Salesforce
Tony Higham, CTO, TentCraft
• 12:30 p.m. Monday, Nov. 6 at Moscone South, Expo Industry Theater

Charlie Merrow, CEO, Merrow Company w/ Salesforce IoT CTO, Charlie Isaacs
• 1 p.m. Tuesday, Nov. 7 at Palace Hotel, Grand Ballroom Concert

Gaurav Agrawal, Director IT, Global Supply Chain, Johnson Controls w/ Brent Chamberlain, Global Operations, Koch Filter (subsidiary of Johnson Controls)
• 8:30 a.m. Tuesday, Nov. 7 at Intercontinental San Francisco Hotel, Ballroom A-B

Luke Mason, VP of Marketing, TentCraft
• 11 a.m. Wednesday, Nov. 8, Intercontinental San Francisco Hotel, Grand Ballroom A-B

Patrick Farrell, President, Service Pump & Supply
• 2:30 p.m. Tuesday, Nov. 7 at Moscone South, Campground: Main Theater

For more information about Kenandy and Cloud ERP, please visit our website.

Salesforce, Dreamforce and others are among the trademarks of, inc.

About Kenandy, Inc.
Kenandy’s Cloud ERP on Salesforce empowers business innovation. Kenandy has redefined enterprise resource planning by allowing customers to map their ERP to their existing business processes. Kenandy is dedicated to giving companies the freedom to innovate products, services, operations and relationships with cloud ERP that is flexible and ready for growth. Unlike traditional ERP systems, Kenandy provides an end-to-end cloud ERP in 150 Business Ready Objects™, not thousands of tables. Now you can, with Kenandy.