Innovative B2B portal for comprehensive after-sales services in mechanical engineering
By developing and implementing a B2B portal, mimacom has created an innovative touchpoint for modern after-sales services at Hauni. The digitalization and automation of comprehensive customer services enables Hauni, a leading machine builder in its industry, to offer a broad portfolio of services for machines on a digital platform. Not only can spare parts for machines be purchased worldwide, but specific and individual information can be easily accessed.
Background
The market situation in mechanical engineering is increasingly changing towards automation, digitalization and data analysis.
To meet this trend and guarantee customers an outstanding user experience, Hauni decided to digitize numerous processes in customer service. In addition to comprehensive self-service and spare parts management services, these included the redesign of the previous e-commerce platform.
Solution
Using the Digital Accelerator Program, mimacom has created a portal for intelligent after-sales service that represents decisive technological progress within the tobacco industry.Within only one year, Hauni's end-to-end customer cycle was optimized, digitized and modernized in multiple ways :
- The solution concept was based on agile parameters
- The development of a platform based on Liferay DXP according to the MVP principle
- Integration of SAP CRM and SAP R3
- Headless implementation of e-commerce based on SAP Hybris
- Seamless user interface based on Angular 5 creates a consistent, reactive user journey
Project Details
Industry: Manufacturing
Team: 14 team members, including project manager, digital consultant, test manager and software developer
Users: Hauni customers worldwide
Development Period: 06/2018 – 08/2018: Iterative conception (Digital Accelerator Program) 08/2018 - 11/2018: Implementation of the MVP and going live for selected customers 06/2019: Worldwide Go live
Hauni customers today benefit from innovative services, reduced complexity and a digital touchpoint. This gives Hauni itself a pioneering role as a digital provider of technologies and technical services in the international tobacco industry. In the future, Hauni is therefore planning to extend its market leadership to digital platforms.
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