Express delivery within 48 hours

Starting point and goals

Starting point and goals SIEGENIA is active in an intensely competitive market. Accordingly, the price pressure is high. Digital innovations thus have the potential to grant a decisive competitive advantage and secure a company’s longterm success. SIEGENIA follows a multi-level sales strategy from building hardware merchants to processors (e.g. window makers or carpenters) and on to end users of the finished elements. Through digitalisation, SIEGENIA wanted to enhance its contact with customers by increasing the ease of every process from order submission to final delivery and by avoiding possible configuration errors in the initial order. Further goals were the reduction of internal costs and expedited delivery times.

These objectives led to the idea of digital configuration and ordering for the COMFORT UNIT. This encompasses every component of a complex lift-slide door system, from the fittings and operating elements to custom-made ground sills. The integrated shop system is fully linked to SAP and provides the customer-specific retail price or, for trade customers, the gross price. By introducing an e-commerce solution based on SAP Commerce, SIEGENIA aimed to make all relevant information available to customers while also eliminating errors in data entry. This requires access to the data in SAP R/3.

The creation of positive customer experiences and the associated increase in customer satisfaction were to be achieved partly through a simple and transparent process for configuring different options. By simplifying all processes for the merchants and processors connected to the system, which is achieved through digital order entry with automated processing and production, SIEGENIA aimed to further expand its competitive advantage.

Solution

In developing an e-commerce solution with PIM based on SAP Commerce, Sybit devised an online shop with an option configurator as a convenient tool for configuration and taking orders. Because millions of different variations are possible during configuration, there was a significant probability of errors in the past.

With the new solution (SAP Product Configuration), misconfigurations (configurations that do not fit together) have been eliminated. Time-consuming coordination efforts are a thing of the past. Moreover, the errors are directly displayed and rectified in the configurator. This means that building supplies merchants, window makers and other processors can use the SIEGENIA shop to order flawless, tailor-made COMFORT UNITs – optimised lift-slide packages with ground sills. Processors can select their preferred merchant in the system and instantly receive a price in real time. The merchant, in turn, orders from SIEGENIA and sees the retail price (gross price - customer discount).

Once the order is received, the process is assigned a tracking code. The merchant and processor receive a confirmation of the delivery time and can monitor the production and delivery status.

Customer Experience

Customer experience management (CXM) entails the systematic management of touchpoints to put customers and their needs at the centre of attention. The task here is to create consistently positive customer experiences along every part of the customer journey. In this way, a company can establish successful, long-term relationships with its customers.

SIEGENIA customers are impressed by the performance of the new system. This means that SIEGENIA has been able to create a positive customer experience and increase customer retention.