From legacy systems to seamless customer experience: FANUC's successful path to an innovative customer portal
FANUC, a global leader in intelligent factory automation and robotics, is facing the challenge of future-proofing its existing IT landscape. In this context, the company is pursuing a comprehensive agenda: outdated and fragmented legacy systems are to be replaced by modern, cloud-based and fully integrated applications. The aim is to develop a strategic IT architecture that not only meets the high efficiency and security requirements, but also significantly enhances the digital customer experience. On this basis, FANUC decided to evaluate and implement a modern commerce solution to meet customer requirements in an increasingly competitive environment. After an in-depth consultation phase with Sybit, both companies embarked on a journey to transform the outdated solution landscape into a fully integrated customer portal for FANUC Europe.
The basic architecture
- SAP Commerce Cloud
Main interface to the customer - SAP BTP
Link between the Commerce Cloud and the other systems, integration and operation of the various backend systems - SAP Customer Data Cloud
Authentication and role and authorization management
Our 20-year-old e-store was once impressive, but long outdated and vulnerable. We knew we had to replace the system to survive in the modern digital world. We have done this in an impressive way. The new FANUC customer portal is part of an overarching digital strategy into which it fits seamlessly.
Initial situation before the project
As part of FANUC's new strategic direction, which included aspects such as its vision and mission, the company was looking for the best technology for change and the ideal partner for the design, implementation and roll-out. Specifically, FANUC operated with several isolated systems that were used for customer contact. These included an old e-store, the My FANUC portal for technical documentation and the FANUC Academy for training and education opportunities. These systems were outdated, not cross-process and fragmented, which significantly impacted the user experience. Customers often had to switch systems and then log in again and again. This cumbersome operation made it cumbersome and frustrating to use. The 20-year-old e-store in particular did not offer a modern user experience.
Motivation and objectives
FANUC did not just want a simple renewal of the e-store, but to create a comprehensive and future-oriented solution that integrates all previous systems and offers a seamless customer experience.
Objectives and requirements:
- Achieve a leading position in the industry's digital customer experience.
- Development of a central customer portal as a key element:
- App concept: Central digital services should be available to customers as apps
- Standardized, user-friendly interface
- Role-based content: Content and functions should be tailored to the respective role of the user
- Technical modernization and preparation for future developments:
- Integration of IoT solutions and digital twins
- Further development of automation
- Implementation of organizational changes to better serve local and European requirements
- New portal:
- Connection with the existing ERP system
- Compatibility with the future conversion to SAP S/4HANA
- Integration of MyFANUC, training/education portal
- Connection and integration of customer systems
- Decision in favor of SAP Commerce Cloud:
- Optimal technological and functional fit of the solution for FANUC's current requirements and future plans
- Optimal integration into the long-term planned system landscape
- Fulfillment of current needs and preparation for future expansions and modernizations
- High security standards
Thanks to the new FANUC customer portal, we have taken a decisive step towards our goal of being a leader in the digital customer experience in the factory automation industry. Our new digital offering fits perfectly into our corporate strategy and our SAP CX partner Sybit has made a significant contribution to this: Comprehensive CX know-how, technical expertise and excellent project management and monitoring. However, we were particularly impressed by how well Sybit understood our business and our specific challenges. All of this ultimately made the project a success.
Ein Portal in die Zukunft
The project was a complete success. Based on a thoroughly agile way of working, which ensured a highly transparent approach, efficient coordination processes and also aspects such as rapid prototyping, FANUC and Sybit managed to put more than 20 companies live within a very short time and significantly improve the customer experience. The new portal offers a seamless, user-friendly interface and is ready for future enhancements. FANUC has thus taken an important step towards digital transformation and is well prepared for the challenges ahead.
“We have found the perfect partner for our digital journey in Sybit. They not only understood our vision, but also shaped it with us. Their advice and implementation were always realistic, goal-oriented and created real added value. This way of working gave us a feeling of security and trust. What impressed us most was the consistent implementation in terms of time, budget and quality, so that we were able to successfully complete the project even before the officially planned timeline.”
Rolf Urban, Head of Service Sales Coordination Europe at FANUC Europe
Gemeinsam zum Erfolg: Wie FANUC mit SAP und Sybit seine Prozesse revolutioniertTogether Towards Success: How FANUC Revolutionized Its Processes with SAP and Sybit
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