Success Story: MULTIVAC's experience with SAP & SYBIT

Introduction of SAP CX FSM

A better tool for assignment planners and technicians. Mobile capability. Large benefits with manageable implementation effort. While maintaining the functions of the previous system. With the introduction of the SAP CX FSM solution, MULTIVAC fulfilled not only these wishes, but also became a pioneer together with Sybit – the SAP solution, just introduced in 2019, was brand-new at the time.

Highlights

• 800–1,000 users
• Pioneering partners: MULTIVAC and Sybit established the first connection of the C4C solution as a ticketing tool to the FSM solution
• SAP CX FSM enables increased efficiency, reduced costs and improved focus on service transactions
• Guaranteed future viability, since functions are constantly expanded
• Simpler, more attractive use for technicians and planners

Introduction of SAP CX Commerce

A modern successor for the existing customer portal, stateof-the-art both technologically and in terms of UX. Expanded functions. Mobile capability. Higher stability and speed. With SAP CX Commerce, MULTIVAC and Sybit have built a customer portal for the future.

Highlights

• 7 developers, 5 locations, 1 year, conducted entirely remotely
• Higher speed: fewer retrievals in the ERP, since a synchronous call is not necessary for every function
• B2C experience: custom UI, overview of all orders, offers and current services, including notification panel
• Replacement parts shop: shopping cart shows price and availability, automatically records the serial numbers of machines used, with emergency mode for urgent orders
• Self-service machine management: overview of the machine park including details on software and location, all documents including maintenance and warranty contracts available online, users can request new contracts, create service tickets and order suitable replacement parts
• New entry point for smart services: the portal provides access to live machine data such as production goods, capacity, time schedules or error messages
• Pro-active: customers or user groups can be notified of new products or smart services (e.g. through notifications of via SMS)

"The project definitely thrived due to the expertise on both sides. We were able to build on a broad foundation of previously gained knowledge and skills. The agile project method then ensured that the whole project arrived at the desired destination. The combination of agile and remote worked excellently for MULTIVAC and Sybit and was surely decisive for the success of the project.“

Dominik Rotter, Competence Lead Business Models & Processes, MULTIVAC

Conclusion

With the SAP Customer Experience solutions, MULTIVAC succeeded in harmonising the customer-oriented processes of a globally active corporation, improving its customer journey steering and getting itself technologically fit for the future. With optimised information provision, online services going far beyond the norm and efficient customer data management, the company is noticeably increasing customer satisfaction and its own operational speed. The close and fully transparent collaboration between MULTIVAC and Sybit was decisive for the success of this comprehensive CX project. Both sides brought experienced experts to the table who were highly committed to making use of the new tools. The result: the project ran entirely according to plan and came in partially under budget.