Digitalization of the consumer goods industry: Sybit

Future-Proof Customer Experiences and Business Models

The consumer goods industry faces a dual challenge: inadequate business models and inconsistent customer experiences lead to market losses and weak customer loyalty. In both the fast-moving consumer goods (FMCG) and durable goods sectors, it is becoming increasingly difficult to retain customers and respond to rising expectations.

Inadequate Business Models: The Reason for Declining Profits

The consumer goods industry is evolving rapidly. Traditional business models that rely solely on retail are no longer sufficient to meet today's demands. One example is the increasing trend towards Direct-to-Consumer (D2C) models, which can lead to conflicts with traditional retailers. In particular, FMCG companies face the challenge of finding a balance between distribution through D2C channels and conventional trading partners.

In addition to the growing pressure from competitive intensity, these companies must respond to volatile consumer trends and develop multi-channel strategies to reach customers across various platforms.

On the other hand, durable goods companies have longer sales cycles and need to explain more complex products. This requires not only detailed product information but also a well-organized after-sales service to ensure the longevity of their customers' investments.

Without a holistic omnichannel strategy and the introduction of new business models (such as D2C, subscriptions, or leasing offers), companies risk falling behind.

End-to-End Customer Experiences: How Customers Stay

One of the biggest challenges for companies is the lack of integration of their customer data. Inadequately linked data and isolated systems lead to an inconsistent customer experience. Consumers today expect seamless, personalized experiences—regardless of whether they are shopping online, through social media, or in physical stores.

To enable this, digital solutions play a central role. They allow companies to integrate sales, eCommerce, marketing, and service processes while being flexible in responding to the changing needs of their customers. These solutions help to revise inadequate business models and ensure a consistent customer journey. From the introduction of innovative business models to the creation of seamless customer experiences, we at SYBIT provide exactly the tools you need to future-proof your business.

Optimized CX Processes: Four Examples from the Consumer Goods Industry

Sales

Markus Weber, area sales manager of a large brewery, faces multiple challenges every day. His customer data is spread across various systems: CRM, Excel spreadsheets, and handwritten notes. There is a lack of a centralized system that consolidates all relevant information and allows the field sales team to work more efficiently.

Order processing also occurs through different tools, leading to errors and delays. Often, Markus does not have access to current contracts, prices, or product availability during customer visits. Field visits are frequently not optimally planned, and there is a lack of transparency in sales management and distribution monitoring.

Solution:
With an integrated CRM system, Markus can manage all customer data centrally. Field sales representatives can record orders on-site through a mobile system, and he can use route optimization to work more efficiently. Real-time data allows him to transparently monitor distribution and promotional management.

eCommerce

Anna Hoffmann, eCommerce Manager at SyGusto, faces the challenge that customers take a long time to decide before purchasing a premium coffee machine. These high-quality, complex products require comprehensive product information and comparisons to support the decision-making process.

Additionally, smooth logistics and excellent after-sales service are necessary to meet the high expectations of customers. Customers want not only on-time delivery but also the assurance that they will receive support in case of repairs or maintenance requests.

Solution:
With a comprehensive commerce platform, Anna can track the entire purchasing process, offer interactive product configurators, and integrate personalized content such as email campaigns and after-sales services. Customers can conveniently manage orders, maintenance, and spare parts through an integrated service portal.

Customer service

Tobias Meier, Head of Customer Service at SyGusto, deals with complex technical inquiries. Customers expect detailed instructions and quick solutions for maintenance and repair requests. They invest in expensive coffee machines and expect the company to provide comprehensive support even after the purchase.

The after-sales service must not only be quick but also provide personalized support. Customer inquiries are often very specific and require a high level of technical expertise.

Solution:
Tobias has introduced a self-service portal with detailed repair instructions and video tutorials. An AI-powered ticketing system allows customers to track the status of their repairs and orders in real-time. Additionally, SyGusto offers an on-site service for maintenance and repairs, which strengthens customer loyalty.

Marketing

Melissa Becker, Marketing Director at a snack brand, needs to develop innovative campaigns in the highly competitive FMCG market. Traditionally, mass media such as TV and print have been used in the FMCG sector, but due to digitalization, personalized marketing has become more important than ever.

As consumer trends change rapidly, marketing strategies must be flexible and integrate digital channels such as social media, e-commerce, and email marketing to remain in constant communication with consumers.

Solution:
With a marketing automation tool also integrated into the eCommerce platform, Melissa can implement data-driven campaigns that are both mass-effective and tailored to individual customers. This allows her to precisely segment target groups and create automated, personalized emails and social media ads that cater to the specific interests of customers.

What our customers say about us

When we approach our Sybit colleagues with our ideas, we very quickly receive a concrete response. Sometimes it's even that we should do it differently. This assessment has proven to be correct often enough. We always have a quick solution or an alternative.

Oliver Bouhs Head of Customer Service Germany at wolfcraft