“Customer behavior has changed dramatically in recent years,” says Klaus Höllerer. It's no longer just the best product that counts. But also a perfect customer experience. Klaus Höllerer is Head of IT at EMUGE-FRANKEN. A company from the tool industry that has changed again and again in its 100-year history - and is now well equipped for the digital future. With a modern, cloud-based customer platform that focuses on the perfect customer experience in all areas. The company develops, manufactures and sells more than 100,000 products in the areas of threading tools, clamping tools and milling tools - both in the standard range and as custom-made products according to special customer requirements. It is therefore crucial for EMUGE-FRANKEN to offer the best advice and provide access to all relevant information at all times.

The CRM project 

  • Introduction of SAP Sales Cloud
  • Easy access to all relevant real-time customer information for office and field sales staff
  • Use of SAP JAM as a collaboration platform
  • Connection to SAP ERP

Consistent and up-to-date data everywhere and at all times: that was the goal. “With the introduction of the SAP Sales Cloud, we have succeeded in
to concentrate information across product groups on one platform,” says Markus Seydaack. This means that every
colleague in Sales has access to up-to-date information about the customer. 

The big advantage: mobile access anywhere in the world. A sales representative can, for example, display all the information about the customer before the customer visit
all the information about the customer: About their activities, their industry or the size of their company. The results
after the customer meeting can be forwarded to the back office in real time. Using lead management, EMUGE-FRANKEN also has the
actively track activities and follow up on issues.

  • Near-standard introduction of accounts, activities and contact persons
  • Extension to leads, opportunities and ticketing in phase 2
  • Improved communication with SAP Jam
  • Parallel implementation of the commerce project
  • Establishment of a future-oriented platform for further CX projects

The webshop project 

The new website with the web store offers all relevant information at a glance, including user experience (UX) with user-optimized, responsive design. The motto: One face to the customer. The website is a touchpoint on a well thought-out, end-to-end customer journey. In future, Emuge customers will be able to define special products and set their own specifications via the variant configuration - and be shown the price and delivery date at the same time. “Our new web store has been very well received by sales and our customers,” says Klaus Höllerer.

  • Display of all relevant product data
  • Separate shopping baskets according to sales organization
  • Search via website content and products
  • Display of products in 3D
  • Cutting value calculator on the product

Integrations

  • Direct integration into the SAP ERP backend system for prices and delivery times
  • Order validation and transfer of web store orders through order simulation and creation in ERP
  • Celum Connector and SAP Sales Cloud
Success Story: EMUGE-FRANKENs Erfahrungen mit SAP & Sybit

Benefits

More time for the essentials

The sales force is relieved and can concentrate on advisory activities, as routine orders are processed via the new web store

Better customer experience

Thanks to modern user interfaces, sophisticated touchpoints and personalized offers. 

More sales 

through cross-selling and upselling potential, among other things

Development of new customer segments

More opportunities for acquiring new customers and a better Google ranking. 

Basis for expansions 

Introduction of digital quotation management with SAP CPQ, expansion of personalization and marketing automation

Higher productivity 

and lower costs thanks to simpler and automated processes.

Vertrauensvolle Zusammenarbeit

SYBIT hat sich immer konsequent für unsere Ziele und Belange eingesetzt. Wir konnten von dem umfangreichen SYBIT Know-how im SAP-CX-Umfeld, gerade auch bezüglich Lizenzen, profitieren, und würden daher immer wieder den Weg wählen, Lizenzen und Projekt an einen Partner wie SYBIT zu geben.

Klaus Höllerer, CIO EMUGE-FRANKEN
Jennifer Bertsche

What do you think of EMUGE-FRANKEN's experience with SAP & SYBIT?

Find out how EMUGE-FRANKEN has optimized its customer experience and increased the efficiency of its eCommerce processes by working with Sybit. Use the potential of modern technologies and customized solutions to advance your company in digital commerce. Do you have any questions or would you like a personal consultation? Our experts will be happy to help you. Contact us and discover how we can realize your vision together.

Mail: sales@sybit.de
Tel.: +49 7732 9508-2000

Jennifer Bertsche, Business Development
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