How can new, digital services be successfully and sustainably introduced in a globally active group? How do digitalization projects become a success when they affect customers and employees alike - and in an international environment? The KHS Group was faced with precisely these questions, with an ambitious goal: the introduction of a global e-commerce solution and the digital realignment of customer service processes. KHS is one of the world's leading manufacturers of filling and packaging systems for the beverage, food and non-food industries. At more than 70 locations worldwide, the Group sells its machines, advises, optimizes and develops new solutions for the entire life cycle of the systems. A complex scenario for the company's digitalization project. Together with SYBIT and the right change management, the company then achieved far more than just the implementation of digital tools. They created enthusiasm for new processes.

Starting poi

For a long time, KHS used a classic e-commerce solution that allowed customers to request and order spare parts via a web store.  Over the years, this solution had reached its limits. On the one hand, it no longer had a modern range of functions. On the other hand, the old solution was limited to customers who had contact with KHS GmbH in Germany. The company's goal of offering all customers a state-of-the-art experience - especially international customers - could no longer be realized. Consequently, KHS decided to replace the pure spare parts store with a holistic, global customer and service portal based on SAP CX Commerce.

At the same time, SAP CX Service was to be introduced, a system that also supports the functionalities of the portal. This connection in particular would change many internal processes and daily routines, especially for KHS' order management. These far-reaching process changes were one of the main reasons why KHS decided to implement the projects with SYBIT and to have the change accompanied holistically by change management. Another important reason is the company's structures and the complex hierarchy level with around 5000 employees. KHS has five locations in Germany and around 70 worldwide. As a result, cultural differences and the different needs of the workforce in particular must be taken into account during a digital transformation of this size.

SYBIT's change management aims to reach the project's various stakeholders, actively involve different employees in the ongoing change process and successfully accompany the change using proven techniques. It is clear to the company that digitalization projects can only be implemented worldwide if the people who use the tools are involved in the best possible way and communication is transparent and consistent. KHS does not want to leave any of this to chance and wants to proactively accompany the change with change management from the very beginning. 

Project details

  • After just under a year, both solutions, SAP CX Commerce and SAP CX Service, are live in the German organization
  • Step by step, company by company is being equipped with both components
  • Parallel development of commerce and service components and key users in both areas
  • Iterative approach with Scrum methodology up to go-live
  • Even before the implementation phases, national and international change management teams were set up 
  • 1-4 change agents per legal entity accompany the project in the foreign companies, in Germany there are approx. 20
Jennifer Bertsche

How can you benefit from KHS's experience with SAP & SYBIT?

Benefit from our experience in SAP and the SAP CX Commerce and Service Cloud, just like KHS. Optimize your business processes and enhance your customer interactions through customized SAP solutions. With our expertise, we support you in future-proofing your digital operations.

Contact us for personalized consultation:

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

Jennifer Bertsche, Business Development
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