Success Story: FANUC's Experiences with SAP & Sybit

Initial Situation Before the Project

As part of FANUC's new strategic orientation, which also included aspects such as the vision and mission, the company sought the best technology for the transformation and the ideal partner for design, implementation, and rollout. Specifically, FANUC operated with several isolated systems used for customer interaction. These included an old e-store, the My FANUC portal for technical documentation, and the FANUC Academy for training and continuing education opportunities. These systems were outdated, lacked cross-process functionality, and were fragmented, significantly impairing the user experience. Customers often had to switch between systems and repeatedly log in. This cumbersome operation made usage inconvenient and frustrating. In particular, the 20-year-old e-store did not offer a modern user experience. 

Motivation and Objectives

FANUC did not just want a simple renovation of the e-store but aimed to create a comprehensive, future-oriented solution that integrates all existing systems and provides a seamless customer experience.

Goals and Requirements:

• Achieving a leading position in the digital customer experience of the industry.
• Development of a central customer portal as a key element:
  • App concept: Central digital services should be provided to customers as apps
  • Unified, user-friendly interface
  • Role-based content: Content and functions should be tailored to the respective user's role
• Technical modernization and preparation for future developments:
  • Integration of IoT solutions and digital twins
  • Further development of automation
  • Implementation of organizational changes to better meet local and European requirements
• New portal:
  • Connection to the existing ERP system
  • Compatibility with the future transition to SAP S/4HANA
  • Integration of MyFANUC, training/learning portal
  • Connection and integration of customer systems
• Decision for SAP Commerce Cloud:
  • Optimal technological and functional fit of the solution for FANUC’s current requirements and future plans
  • Optimal integration into the long-term planned system landscape
  • Meeting current needs and preparing for future expansions and modernizations
  • High security standards