Worldwide best projectqualityWorldwide best projectqualitySuccess Story: Wagner's experience with SAP & Sybit
A Portal for All Customer Processes
A B2B shop serving all countries, divisions, and brands: WAGNER's new customer platform is a modern, high-performance platform that has been recognized for its user-friendliness.
2000
Employees
300
International Sales Representatives
The Project
Anything but Superficial
Far from superficial, this project encompasses everything from washing machines to smartphones to car rims. WAGNER, a globally operating company, provides color, protection, and functionality to surfaces, boasting a large product portfolio ranging from small DIY spray guns to multi-million-dollar powder coating systems. Customers come from various sectors: industry, trade, and DIY. Despite the diversity, they all share the same expectation: to quickly and easily find, configure, and order the right product. The new WAGNER online platform accomplishes just that and represents another step in WAGNER's digital transformation journey.
The Challenge: Getting Closer to the Customer
The WAGNER Group is in the midst of digital transformation, aligning with the expectations of B2B customers who seek the same convenience in business transactions as they do in their personal shopping experiences: 24/7 access to products and information, regardless of business hours. The goal was to create a central customer interface where all information and product configurations could be readily available, both for end customers and intermediaries. Inspired by modern B2C practices, WAGNER aimed to forge closer ties with its customers, with the objective of obtaining better customer data for more proactive market approaches and innovation.
The Solution: A Modern Platform
WAGNER and Sybit collaborated to implement the SAP Commerce Cloud, aiming to build the best B2B webshop in the industry. Initially rolled out globally after 18 months, the platform was later adapted for the TITAN brand targeting craftsmen in the USA. The foundation lies in a technical backend for the entire group, utilizing a headless frontend based on Spartacus. "We aim to interact with our customers innovatively and contemporarily, on a powerful, modern platform," remarked Markus Moßmann, Group Vice President eCommerce, Director Infrastructure Europe.
- Initial Replacement of Outdated EMEA B2B Shop
- End-to-End Customer Journey Mapping
- Integration with SAP ERP, PIM, Encoway, and CELUM
- Expansion to WAGNER 365 - A Platform for All Countries, Divisions, and Brands
„The classic solution of a webshop was: Buy everything anytime, anywhere. We firmly believe that today it must go further. Only direct customer contact leads to better understanding of customers based on data and enables us to offer them even better solutions."
Florian Spindler, Vice President Corporate Communications & Digital Transformation DF WAGNER
The Success Factors Before Project Start
Customer feedback
- Preliminary interviews by WAGNER via phone or Skype/Teams with importers and distributors
- Identification of most used features, pain points, competitor offers, and reference shops
Holistic Thinking
- Reorganization of processes and established structures
- Clear commitment from management
- Transparent and regular communication
Agile Project Management
- Extensive workshops on personas, customer journey, system & processes, etc.
- Wireframes created by the Sybit UX team
- A central Jira backlog as a basis for implementation
„I was positively surprised by how much the transparency about the project's progress contributed to its success. The collaboration with Sybit was always very good, and we learned what we actually need and want. This has also provided us with sustainable added value beyond the project: We have adapted certain processes and procedures for ourselves and now use them internally for other projects.“
Markus Moßmann, Group Vice President eCommerce, Director Infrastructure Europe WAGNER
User Experience Design
is far more than just an appealing design for the new platform. Convincing features reflect the individual requirements of customers: in the design, a coherent navigation concept and intelligent search and filtering.
The result: Super-Touchpoint for All Customer Processes
The SAP Commerce Cloud forms the basis for the digital customer platform and should offer optimal information and interaction to various user groups: industrial customers, dealers, craftsmen, internal WAGNER employees, buyers, and service employees. WAGNER gradually made the shop available to its customers through a soft launch, accompanied by internal and external training and communication measures. From the very beginning, WAGNER incorporated feedback from end-users to develop the best possible, i.e., most customer-friendly platform. Through direct contact, via field service, or a weekly Q&A web session: the requirements of the customers were implemented as best as possible. Already in the MVP it showed: WAGNER 365 already fulfills more than half of the customer requirements for a new platform.
- Starting point for all product-related inquiries
- Central point of contact for product information
- Sales and dealer support
- Process information (orders, invoices, deliveries, returns)
- The future home of IoT/Digital Twin activities
An Award-Winning Project
J. Wagner GmbH was awarded the SAP Quality Award 2023 in the category "Business Transformation." The outstanding quality of the eCommerce project in the field of Business Transformation convinced the jury: "The user-friendliness for its B2B customers enabled WAGNER to elevate to the highest level, as the usage statistics also show. The jury was particularly impressed by the execution of agile test packages to realize the accurate claim of the project. "The fact that SAP is awarding our platform with the most important quality seal is a great confirmation for our joint WAGNER - Sybit team and further incentive to continue the path to a comprehensive customer platform with the same ambition," said Markus Moßmann, Group Vice President eCommerce WAGNER.
What do you think of WAGNER's experience with SAP & Sybit in eCommerce?
Find out how WAGNER has optimized its eCommerce processes and increased efficiency 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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