Comprehensive customer orientation

Starting position

An obsolete customer portal, a CRM on-premise and an inhouse solution in the service field – MULTIVAC’s digital infrastructure was still functional, but no longer viable for the future. To secure their competitive edge and keep up with the times in terms of technology, MULTIVAC logically decided to take things into the cloud. The requirements for the service area were clear: an improved connection to mobile devices, more efficient operational planning, optimisation of technician assignments and leaner, simpler processes overall. Transparency and efficiency were also a top priority for sales. The sales solution needed to be constantly available and have higher-quality data to more clearly reveal which opportunities are currently emerging on the market. Additionally, cooperation between sales and service and the back office was to be improved. There was a similar picture in the commerce area. MULTIVAC wanted to bring itself into the future by developing a cloud product with more interfaces and functions as well as an open infrastructure.

Project details

Introduction of SAP CX Sales

Enable the same access options to customer data for all internal employees. Establish better documentation and transparency. Optimise processes. Increase usability and acceptance. MULTIVAC achieves all these objectives with the new SAP CX Sales solution. It was introduced over six months in the first pilot country jointly with Sybit before being rolled out worldwide in several clusters.

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.

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.

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.