EXCITING SPARE PARTS MANAGEMENT
Heller Maschinenfabrik wanted an expandable foundation for their customer portal that offered room for good ideas and individual paths. The SAP Commerce Cloud therefore provides the framework for myHeller, on which developments from the All for One Customer Experience such as Equipment Viewer and Media Management are installed. With vivid 3D models, customers can find the spare parts they need and order them immediately in the next step. In addition, they have access to important documentation at all times. The option of opening service tickets and viewing the order history is also available in the myHellercustomer portal.
For HELLER, initial steps toward the customer portal were selecting the ideal solution and the most suitable implementation partner. After short consideration, the decision was made in favor of SAP Commerce Cloud. At HELLER, resource planning is already handled with SAP across the company. The existing ERP system is therefore provided with the most important data. In addition, SAP Commerce Cloud is extendable and provides an ideal basis for implementing new ideas – a clear advantage for machine manufacturers with specific requirements. In terms of external expertise, All for One Customer Experience was the most impressive. The main benefits: in-house developments that build on SAP standard such as the Equipment Viewer and a promising track record with projects in the mechanical engineering industry.
HELLER has a clear idea of what the new customer portal is supposed to accomplish. Customers should be able to find the right parts in the shortest possible time and with little effort using easy-to-read 3D models. They should then be able to order these parts with just a few clicks. In addition, visualization of the machines is important. The option of creating service tickets via the portal is also considered essential. The ERP system on premise was linked via cloud integration. Headless SAP Spartacus serves as the frontend interface.
It took only 8 months from an initial meeting to the go-live – finally resulting in an impressive customer portal that speaks for itself
Key objectives: Making relevant information available at all times, enabling efficient communication and simplifying spare parts ordering
A new customer portal aims to take customer experience to the next level.
This greatly minimizes the number of erroneous orders. The workload for HELLER‘s service staff is also reduced.
With its new customer portal, HELLER is thus available 24/7 and takes customer experience to the next level.
– Scalable cloud solution that stays up to date and keeps growing as the future unfolds
Partnership-based collaboration of the entire project team.
WORKING IN PARTNERSHIP WITH CUSTOMERS AND SERVICE PROVIDERS IS PARTICULARLY IMPORTANT TO US. IN ALL FOR ONE CUSTOMER EXPERIENCE, WE HAVE FOUND A DEVELOPMENT PARTNER THAT SHARES THESE VALUES AND PROVIDES THE TECHNICAL EXPERTISE FOR OUR PROJECT.
DR. GERD SCHÖLLHAMMER, MANAGING DIRECTOR OF HELLER SERVICES GMBH
