Future-proof ordering platform with the CX-suite at Farys
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We believe in successful projects and even more in successful customers. The implementation of SAP software must take place within the lead time, scope and budget. But does this also mean that your organisation will automatically be more successful?
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2006
Curious about the benefits that an SAP CX implementation can bring and how Farys, one of our clients, has experienced this? Keep reading to find out more.
Farys provides various services in the public domain in Belgium, including drinking water distribution, transportation, purification, and the management of sports facilities on behalf of cities and municipalities. For local governments and other organizations, Farys is a partner in government contracts. For this specific service, Farys optimized the customer experience in ordering products and services by implementing the SAP CX-suite, with Commerce Cloud as a recent addition. This has helped create a future-oriented and user-friendly ordering platform for their customers, resulting in an increase in the number of orders and higher customer satisfaction.
A customer-centric and integrated ordering platform
For several years, Farys has had an ordering platform called CREAT, serving local governments and other organizations subject to government procurement regulations. This includes municipalities, hospitals, and school groups. The products they offer range from road salt to office supplies and hospital beds. Farys aims to support their customers through this platform in the procurement process and provide economies of scale. What they needed help with was making the platform more customer-centric and integrating it with SAP S/4HANA to future-proof the platform. This is why, in addition to Sales Cloud, they have now added Commerce Cloud to their SAP CX-suite.
Collaborating on Creative Solutions
“Our biggest challenge was integrating the various systems, as we were dealing with complex business processes that didn’t fit into SAP’s standard integrations,” explains Inge Opreel, Director of ICT at Farys. “To assist us in this endeavor, we collaborated with several partners: Acorel, CapGemini, Elision, and SAP architects. Together, they helped us think outside the box, resulting in a customer-centric and future-proof ordering platform.
More Orders and Higher Customer Satisfaction
What does this customer- and future-oriented platform bring to Farys? Opreel explains, “Year after year, the number of customers and orders is increasing. The new solution provides better support for this growth and further expansion. Our back-office staff and sales team now have automatic visibility into each other’s customer data, enhancing customer-centricity.” Additionally, at Farys, they’ve noticed a shift in customer inquiries. Opreel adds, “This is due to the platform being much more user-friendly now, with more self-service options available. As a result, turnaround times have decreased, leading to an increase in our customer satisfaction levels.
Continuing to Improve Customer Experience with Acorel
The successful implementation of the CX-suite at Farys doesn’t mark the end of the collaboration. Opreel notes, “We were so satisfied with the smooth collaboration with Acorel that we decided to entrust the support of the entire CX-suite to them. This way, we have only one partner to deal with, which makes things clear for us. Moreover, this service can be easily scaled up or down, providing us with a lot of flexibility.”
If you’d like to achieve an increase in the number of orders and customer satisfaction just like Farys, our specialists are more than willing to brainstorm with you to attain these goals. Contact us to get started.