Case study: ARQ

ARQ, a leading diversified, environmental activated carbon manufacturer, faced significant technical and operational challenges due to complexities managing multiple enterprise systems. After acquiring Advanced Carbon Solutions, ARQ inherited IBM Maximo, an EAM (Enterprise Asset Management) system with enterprise accounting and inventory functionality, which introduced significant integration hurdles with their existing NetSuite platform. In search of a streamlined, native solution, ARQ implemented Shepherd CMMS, a cloud-based maintenance management system designed specifically for NetSuite. In this case study, Darren Pastore, who led the initiative at ARQ, discusses the process, challenges, and how Shepherd ultimately improved maintenance operations, data accuracy, and organizational efficiency.

ARQ, founded as ADA Environmental Solutions in 1997, began by providing solutions for emissions control in coal-fired power plants. With the 2010 launch of the largest activated carbon facility in North America, ARQ expanded its reach into water treatment and environmental technologies. In 2023, they acquired UK-based Arq, known for transforming coal mining waste into specialty carbon products. This acquisition led to a full rebrand in 2024, merging ARQ’s innovative carbon technologies with its environmental mission to address global pollution challenges.

The challenge: integrating two complex systems

ARQ found itself navigating a complex web of maintenance and operations systems after its 2018 acquisition of Advanced Carbon Solutions. They inherited IBM Maximo, a well-established EAM handling maintenance, purchasing, and inventory control, but it posed several integration challenges with ARQ’s existing NetSuite platform.

Darren Pastore, Vice President Information Technology at ARQ, explains the crux of the issue. “We were running Maximo in conjunction with NetSuite, and it became a large challenge for us to keep two sources of truth working correctly together. The integrations were very complicated, and there were always data inconsistencies between the two systems.”

The goal for ARQ was clear—simplify their Computerized Maintenance Management System (CMMS) by moving to a solution that worked natively within NetSuite. ARQ’s leadership team needed a single, integrated platform to minimize data discrepancies and streamline workflows across departments. After evaluating multiple solutions, ARQ found that Shepherd CMMS stood out as one of the few options that was specifically designed to work exclusively within NetSuite, thus eliminating the need for complex integrations.

Choosing Shepherd CMMS: a solution native to NetSuite

The decision to switch to Shepherd CMMS was driven by its NetSuite-native character, a key requirement for ARQ. Shepherd provided an opportunity to centralize maintenance operations without having to rely on external integrations. Pastore highlights the thought process behind their decision: “We started exploring Shepherd in 2020 to see if it could be a viable solution. It had a good foundation, and we felt like it had the potential to meet the needs of what Maximo was doing for the organization, but with far less complexity.”

ARQ’s journey with Shepherd began in late 2020, but the implementation process was delayed due to internal staffing issues. This pause extended the timeline, but ARQ remained committed to transitioning to Shepherd. After a brief seven-month delay, ARQ resumed the project and went live with Shepherd in early 2022.

Implementation challenges: customizing rotating asset functionality

Despite the promising foundation Shepherd offered, ARQ encountered several challenges during the implementation phase, particularly around their unique business processes. One of the major pain points involved the management of rotating assets—critical equipment such as large pumps and motors that are repaired and rotated back into service to reduce downtime and costs. 

Pastore elaborates: “Rotating assets were a very critical function for us, and it didn’t exist in Shepherd’s native functionality. Don and the team agreed to build it out for us and include it in their base package, but when we went live, there were complications. There were a lot of inconsistencies in the logic, and it took about a year to stabilize.”

ARQ also faced issues with Shepherd’s mobile app and its ability to capture accurate data from the field. Technicians experienced problems with readings and data entry, which required further development work by the Shepherd team. These setbacks prolonged the process, but ARQ continued moving forward by putting interim solutions in place to keep operations running while Shepherd fine-tuned its platform. 
“We had a lot of issues with readings and bad data getting into the system,” Pastore explains. “It took a while for the Shepherd team to redevelop a solution that worked for us, but eventually, it became a stable part of the system.”

Working through the challenges: a collaborative approach

While the implementation was not without its hurdles, ARQ found Shepherd’s team to be responsive and collaborative in addressing the issues that arose. Pastore credits much of their success to the proactive approach of Shepherd’s team, particularly Martin, who worked closely with ARQ to ensure the system was properly tailored to their needs.

“Martin was wonderful and probably overworked to keep us afloat,” Pastore notes. “He worked closely with our team daily for at least 60 days after go-live, addressing issues and working with the development team to create long-term solutions.”

ARQ also implemented their own checks and balances during the initial rollout. Reporting and alerts were established to notify the IT team when issues arose with rotating assets or data inconsistencies, allowing them to mitigate potential disruptions.

Measurable business benefits: efficiency gains and real-time insights

Despite the early challenges, Shepherd CMMS has delivered significant benefits for ARQ. The most notable improvement has been in the company’s ability to shift from reactive to proactive maintenance practices. Real-time data entry and integrated analytics allow ARQ’s maintenance team to identify potential issues before they escalate, improving overall equipment reliability.

Pastore reflects on the operational improvements: “We’re now more proactive than reactive. Real-time readings help us catch potential issues early, and our team is quicker with service orders. Having everything integrated into NetSuite has also made our reporting and purchasing workflows much more efficient.”

One of the most impactful benefits of Shepherd CMMS is its inventory management capabilities. With real-time inventory tracking and reorder points, ARQ can manage its stock more effectively, ensuring critical parts are available when needed without overstocking. Additionally, the system’s ability to generate purchase orders directly from service orders has streamlined procurement processes.

“The visibility into our inventory and purchase orders is much better now. We know exactly when parts are arriving, which helps us plan our maintenance work more efficiently,” Pastore says.

Looking ahead: expanding Shepherd usage across ARQ

As ARQ continues to grow, they are preparing to expand their use of Shepherd CMMS to additional manufacturing sites. Pastore notes that while they don’t anticipate any major functionality changes, they are confident that the system will scale to meet the needs of their new facilities.

“We’re getting Shepherd ready for our new manufacturing facility, which we acquired earlier this year. We don’t expect to need any new functionality, but we’re confident it will support our processes as we continue to expand,” Pastore shares.

Conclusion: a strong recommendation for Shepherd CMMS

Despite the challenges faced during the implementation, ARQ remains confident in Shepherd CMMS and its ability to streamline maintenance operations. Pastore has even recommended Shepherd to other companies within the NetSuite ecosystem, citing its seamless integration and the support provided by Shepherd’s team as key factors in their decision.

“We’ve been very satisfied with Shepherd. They’ve worked closely with us to address the issues we encountered, and their native integration with NetSuite is a huge advantage,” Pastore concludes.

The case of ARQ demonstrates that even with complex implementation challenges, a tailored solution like Shepherd CMMS can ultimately deliver significant operational improvements, making it a strong option for companies seeking a native NetSuite solution for their maintenance management needs.