Mill Products Industry & CX Value Stories

This eBook contains one-page excerpts of Industry and Customer Experience success stories within the Mill Products Industry, including links to read the full stories and view videos online. These stories highlight the experience, financial and operational benefits realized by customers going live with SAP Customer Experience and Industry solutions.

SAP Customer Experience Value Stories

For the Mill Products Industry

Explore how SAP CX can help your mill products business run better

This flipbook highlights success stories of companies in the Mill Products industry.

Gain a deeper understanding of the experience , financial and operational advantages that result from implementing SAP end-to-end Solutions to support your transformation to an intelligent enterprise.

eBook questions? Email laryssa.fonzo@sap.com

Explore solutions for mill products from SAP and our partners

Visit the Mill Products Industry on SAP.com

How to use this eBook

Navigate to a page number

Search on terms like company name, B2B, B2C, integrations, etc.

Go back to table of contents

Double-click on page to instantly magnify

Click on arrow to play the video

Click to turn page

Click on links to open full story

Click to jump back to last page

Click to jump back to cover page

Use these buttons to view thumbnails, add notes, share, print, download, magnify the page and view full screen

Mill Products Industry coverage

From tree to paper from mine to steel from quarry to concrete

and other building materials Integrated value chains & ecosystems

at the intersection of process & discrete industries .

INTERNAL –SAP and Partners Only

Industry Trends Global megatrends affecting Mill Products Industries

Energy consumption Mill products companies are adopting energy- efficient technologies and processes to contribute to a more sustainable future and meet increasingly stringent customer

Circular economy Mill products

Complex global supply chain An interconnected global economy drives mill products manufacturers to see and adjust production capacity and resources across locations to meet customer expectations and mitigate impact from demand fluctuations.

Green products

Growing demand for sustainable products drive mill products manufacturers to align their offerings with consumer preferences and support full traceability across the supply chain.

companies are minimizing their environmental impact by reducing waste, increasing use of recycled materials and keeping materials in use, either as a product or as components or raw materials for re-use.

and stakeholder expectations and regulatory requirements.

By embracing these trends, Mill Products companies can address environmental concerns, improve their supply chain operations, reduce energy consumption, and meet the growing demand for sustainable products. This will ensure their long-term viability and maintain their competitiveness in the market.

Drive Customer Centricity

Strategic Priorities Attain your organization’s vision

Move from selling products to selling outcomes to become more agile, efficient, customer focused and stand out from the competition Run data- driven and AI-powered business processes

Enable the sales team with smart solutions to optimize customer interactions, enhance sales efficiency, and launch new business models and sales channels to attract eco- cons-conscious customers and ensure future growth

Optimize and collaborate on assets and operations Optimize asset and operations performance and timely customer order fulfillment by avoiding production shutdowns due to unexpected downtime or materials supply issues

Build Supply Chain Resilience

Improve supply chain visibility and agility by optimizing logistics and adopting sustainable practises to better navigate uncertainties and ensure a stable and reliable supply chain

Race towards sustainability Record, report and act on sustainability business goals. Reduce emissions and waste, increase circularity, and use responsible business practices across product lifecycles and value chains

Drive Customer Centricity

Digital Customer Experience Enable data-driven customer

Sales Excellence

Provide the sales team with smart solutions to ensure they focus on added-value activities with customers and maximize the efficiency of sales processes. Simplify complex B2B sales in flexible and personalized way using solution configuration that includes products and additional services.

engagement across all channels to increase trust and loyalty. Provide intuitive, modern personalized self- service solutions to meet customer expectations and reduce overall cost to serve. Deliver personalized customer journeys to increase customer lifetime value.

Offer a safe, attractive, and purpose-driven business to attract new customer segments and differentiate from the competition. Launch new business models and sales channels to capture value from new eco-conscious customers. Sustainable Manufacturing

New Business Models

Augment B2B, B2B2C and B2C capabilities to increase levels of customer self-service while offering attractive products through new business models. Leverage consumer products' best practices to deliver hyper-personalized customer experience.

Success Strategies Achieve your business goals effectively

Digital modernization is key to achieve resiliency and sustainability in mill products industries. Customer experience accelerates this transformation by allowing companies to exceed expectations by digitally connecting to customers, winning customer loyalty, and driving revenue and profitability.

SAP Solutions help you to:

Gain 360-degree customer view and increase customer lifetime value

Configure complex products quickly. Integrate quoting and pricing processes for unique product features and product bundles with better visibility into the supply chain and cost

Work smarter with AI-assisted discoveries

Engage customer through connected customer- centric processes

Easily connect with rich ecosystem of certified SAP Partner Solutions

Grow with SAP

CX on SAP.com

RISE with SAP

Intelligent CX

Align Front-To-Back Office Business Processes to Deliver Seamless End-To-End Omni-channel- Experiences on A Single, integrated Technology Platform with Industry Specialization

Customer Engagement

Service

Industry Prebuilt Solutions

Sales

Business Processes

Customer Data

Partner Ecosystem

Digital Core

Commerce

INTERNAL –SAP and Partners Only

Search by Sub-Industry

Mill Products

Metal

• Metal Service Centers • Cable • Wire • Metal Service Centers • Cable • Wire

• Flat Steel • Long Steel • Aluminum • Slabs, Ingots

Forest, Paper & Packaging

SAP helps companies across multiple industries run better by redefining ERP and creating networks of intelligent enterprises.

Pulp & Paper • Brown Paper • Fine Paper • Hygiene • Pulp

Packaging • Paper Packaging

Forest Products • Solid Wood • Plywood • Particle Board

• Flexibles Packaging • Aluminum Packaging • Glass Packaging

Building Materials

Cement & Concrete • Cement • Ready Mix Concrete • Concrete Products • Aggregates Other Building Materials • Insulation Materials (mineral wool) • Refractories

Building Products • Flooring / Roofing • Doors / Windows • Millwork Products • Sanitary ware • Flat glass for windows and construction / architectural glass • Pipes / Fittings • Construction wood • Prefabricated building / construction elements

• Bricks • Gypsum • Ceramics • Abrasives

Search by Solution

Mill Products

Sales Management Industry Cloud • ArcelorMittal Nippon Steel • Online Metals • Pacific Coast Supply • Roxor / Ultra Finishing • Salzgitter SAP S/4HANA – SAP ERP Integrations • ArcelorMittal Nippon Steel • Eczacıbaşı • Pacific Coast Supply • Pregis Packaging • Swiss Krono • thyssenkrupp Materials

SAP Sales Cloud • BHP • Eczacıbaşı • Franke Home • Hörmann • Pregis Packaging

SAP Commerce Cloud • ArcelorMittal Nippon Steel • BHP • Eczacıbaşı • Fletcher Building • Franke Home • Jindal Stainless • Online Metals

• Salzgitter • Sealed Air • URSA

SAP industry solutions help companies around the world solve complex business challenges and digitally transform their supply chains to become more transparent, resilient, and sustainable.

• South Shore • Stiegelmeyer • Tata Steel • thyssenkrupp Materials

SAP Service Cloud • BHP • Eczacıbaşı • Hörmann • MACO • Pregis Packaging • Salzgitter • South Shore • URSA

SAP Emarsys Customer Engagement Solutions • Online Metals • South Shore

SAP Business Transformation Platform (BTP) • Hörmann • Koehler Paper • Sealed Air • Swiss Krono

SAP Customer Data Solutions • Hörmann

• South Shore • Swiss Krono

Metals

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ArcelorMittal Nippon Steel Metals / Steel | APJ

Metals

AM/NS India is a joint venture between the world's leading steel companies, ArcelorMittal and Nippon Steel. Established in December 2019, post-acquisition of Essar Steel, they are an integrated flat steel manufacturer - from iron ore to ready-to-market products.

SAP Commerce Cloud | SAP CPQ SAP S/4HANA Cloud, private edition SAP Cloud Platform Integration (CPI) SAP Advanced Variant Configuration (AVC) SAP MaxAttention

60% Overall Net new retail customer registration

Products Flat steel products includingvalue- added steel and iron ore pellets

Web Site

Headquarters India

amns.in

and

sales conversion

Business Challenges • Expansion plans to increase capacity by 5X in next decade requires a robust, optimized enquiry to order system • Ability to interpret customer demand and carry out real time checks with visibility of product range, mill capability checks and pricing to support this growth trajectory • Seamless integration between platforms to track enquiries, negotiation and expedite order entry process, highlighting the integration between SAP LOVC and SAP AVC without a custom solution Business Outcomes • Customers can access all key documents like TDC's, invoices, sales contracts on one place at any time and are provided with deep insights into the product range of AM/NS and can send inquiries • Attract small business customers with the same customer experience as their large business segment • Empower sales team for better negotiation by providing real-time product configuration and pricing guidelines • Integrate product models from the SAP ERP backend with Commerce Cloud

85% Less Time From 7 days to 1 day to analyze, confirm and process profitable orders 50% Reduction In order creation process time through E2E integration between digital platforms

“The SAP S/4HANA integrated with SAP Commerce Cloud go- live was historic. With this launch we now have a centralized and unified SAP system for all our locations in India and abroad. It is the foundation of our digital transformation journey going forward."

Read the Innovation Story

Dilip Oommen Chief Executive Officer ArcelorMittal Nippon Steel India LTD

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BHP Metals & Mining | MEE SAP Commerce Cloud SAP Sales Cloud SAP Service Cloud

Metals

BHP is a global resources company that produces essential commodities such as iron ore, copper, nickel, and metallurgical coal. The company's purpose is to bring people and resources together to build a better world, and they aim to responsibly manage a resilient long-term portfolio of assets.

9/10 Score Customer impressions $600 Million Sales revenue 6 Million Tons Volume

Headquarters Germany

Products Commodities producer of iron ore, copper, nickel, etc.

BHP.com Web Site

Featured Partner Infosys

Business Challenges • Time-consuming manual processes are prone to errors due to the exchange of information through emails and messages, and duplicate systems and processes exist across key sales functionalities such as pre- trade, at-trade, and post-trade, leading to inefficiencies • Inconsistent experience through the customer journey, resulting in an ad-hoc approach to servicing customers across different segments • Complex supply business model involving sales of small parcels, lump screening and managing inventory gain/loss directly at port Customer Benefits • BHP has enhanced the efficiencies by digitalizing the transactional and error-prone tasks. • Created an additional sales channel, reducing sales concentration and placement risks while supporting liquid and transparent markets • BHP Connect online is used to purchase iron ore, with over 600 deals completed since going live in July 2022 • Increased customer satisfaction in the short-term and potentially improving customer stickiness in the long-term

“SAP is our technology partner for BHP Connect, our customer-facing digital platform. It streamlines the end-to-end trade process, enhances customer experience, and establishes BHP as an innovative, customer-centric organization.”

- Michiel Hovers - Chief Marketing Officer - BHP

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Jindal Stainless Metals / Steel | APJ SAP Commerce Cloud | SAP Sales Cloud SAP Service Cloud

Metals

Jindal Stainless is a India’s leading manufacturer of stainless steel 200, 300, 400 and duplex stainless steel products.

Improved Transparency Through automated sales visit planning and next-month scheduling. Real-time Access To service tickets

Web Site

Headquarters India

Products Stainless steel slab, bloom, coils, plates, sheets, precision strips, blade steel, and coin blanks

jindalstainless.com

Business Challenges • Ensure that sales data like prices are systematically stored and updated within the system, reducing reliance on manual processes and embracing a more streamlined approach to data management. Business Outcomes • Deeper insights into sales performance, such as better understanding contributions to the customer wallet • Sales team can easily access customer data like account or sales statements, and invoices at any time • SAP CX solutions integrated with SAP RISE

“In most of the manufacturing companies I came from, this is the most dissatisfying object when you talk to the customers. Today my customers are highly delighted in this area." Rajeev Pathak AGM IT Jindal Stainless Ltd

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Online Metals

Metals

OnlineMetals is a world-leading eCommerce metal and plastic supplier, specialized in cut- to-sizes, small to medium orders . Online Metals was acquired by thyssenkrupp, enhancing its capabilities and expanding its reach in the industry.

Metals | NA SAP Commerce Cloud SAP Emarsys Customer Engagement SAP Commerce Marketplace Management by Mirakl

2x Growth In revenue over three years 3x Profit Increase In over three year >50 Sellers Onboarded To its online marketplace in one year

Headquarters Seattle, Washington

Product Metals

Employees 100

Web Site onlinemetals.com

Featured Partner Mirakl

Business Challenges • Legacy e-commerce environment lacking functionality and scale to handle product customization demand and frequency required by customers • Need for a consumer-grade buying experience for complex B2B products Business Outcomes • Enabled customers to discover metal products in innovative ways, simplifying querying the company’s comprehensive product catalog to identify the exact material that meets their needs • Created a novel metals and plastics catalog marketplace and onboarded more than 40 sellers • Facilitated meaningful recommendations and information to be displayed to customers when it’s most relevant to them Improved product portfolio management - thanks to built-in product information management capabilities that also provide opportunities for future use with other internal and external processes, such as punch-out scenarios

“Having SAP Commerce Cloud, SAP Commerce Marketplace Management by Mirakl, and SAP Emarsys Customer Engagement together provides us with a solutions ecosystem that helps us supersize the overall customer experience.”

Read the Success Story

Watch the Video

Greg Raece President OnlineMetal

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Salzgitter

Metals

As one of Europe’s largest steel manufacturers, Salzgitter AG exports a range of rolled steel and tubing products to customers around the globe. Founded more than 150 years ago, the company has a proud tradition of shaping the future of steel production through innovation.

Metals | MEE - Germany SAP Sales Cloud | SAP Service Cloud SAP S/4HANA, SAP Sustainability SAP S/4HANA for EHS environment management

10 Year Target To achieve decarbonized operations Twice As Fast Sharing a single digital foundation for centralized business functions Standardized Processes across multiple business units and subsidiaries

Headquarters Germany

Products Rolled

Web Site

salzgitter-ag.com

Business Challenges • Standardize and streamline core business operations across more than 100 subsidiaries • Enable the collection and consolidation of sustainability data from across the group • Establish a digital foundation that can support the deployment of innovative sustainability management solutions Business Outcomes • Optimization of business processes through digitalized and automated workflows • Increased operational visibility thanks to enhanced transparency across end-to-end processes • Time and cost savings by centralizing shared functions, virtually eliminating duplication of effort • Ability to gather and manage environmental information from across the group, providing valuable insights to help measure progress against sustainability targets

“By helping us monitor and analyze sustainability information with an end- to-end approach, SAP S/4HANA and SAP Sustainability solutions are playing a crucial role in our journey toward clean, green steelmaking processes.”

Watch the Video

Gunnar Groebler CEO Salzgitter AG

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Tata Steel Netherlands Metals / Mill Products | MEE

Metals

Tata Steel is a leading steel producer, with steelmaking in the Netherlands and the UK, and manufacturing plants across Europe. The company supplies high-quality steel products for construction and infrastructure, automotive, packaging and engineering.

SAP Commerce Cloud | SAP Cloud ERP SAP Intelligent Spend & Business Network

More Responsive by offering self-services that are predictable and reliable

Headquarters Netherlands

Products Steel Products

Web Site

Featured Partner TCS TATA Consultancy Services

tatasteelnederland.com

Business Challenges • Establish a B2B web shop that enables a self-service platform while providing customers with a B2C-like experience Business Outcomes • Gain the advantage of a well integrated front and back office • Provide customers with the flexibility to access sales order related information and actions at their preferred time, using their device of choice, from any desired location • Reliable delivery, a real-time path for customer communications, and a predictable shopping experience

Excellent Integration of the front and back office with SAP ERP and SAP Commerce Cloud

“One of the customers said: If I look at the web shop and I click on a product that is in stock sales, I’m sure I will get it for that price, which should only show up. It's very reliable and predictable. And he also said - that was very nice to us, it is better than Amazon.” Gerard van Hal Senior Business Relationship Manager Commercial Tata Steel Netherlands

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thyssenkrupp Materials Metals / Wholesale Dist. | MEE SAP Commerce Cloud | SAP ERP

Metals

thyssenkrupp is an international group of companies comprising largely independent industrial and technology businesses. thyssenkruppSteel, Europe is one of the leading suppliers of high-grade flat steel.

+20% Revenue Increase from e-commerce portal 12,800 Customers using the business-to-business portal 6,400 Quotes Customer quotes delivered per month on the CBS portal

Headquarters Germany

Products Steel Products

96,000 Global Employees

Web Site

thyssenkrupp.com

Business Challenges • A modernization and transformation of the whole company by tackling new approaches on several levels was the overall goal of the project • Adopt an omnichannel approach to enhance an existing e-commerce portal in the United States and create two new customer portals for Europe • The implementation of new digital touchpoints, along with a transformation of sales, and an integration with ERP Business Outcomes • Robust e-commerce platform with three independent services, allowing for added functionality • IT architecture is more secure and allows for better integration of e-commerce with ERP • Synchronization of employee mindsets across functions and cultures, with increased idea generation and quicker adoption of responsibilities and roles “Information technology is a core element in the holistic transformation of our whole company. In our projects we put a lot of emphasis on learning and building know-how within the company, to the end that technology becomes a core competence of our business.” Ilse Henne Chief Transformation Officer thyssenkrupp Materials Services GmbH

Read the Success Story

Forest, Paper & Packaging

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Koehler Paper

Forest, Paper & Packaging

Koehler Paper is part of the Koehler Group which develops and manufactures high- quality, specialty paper. They have five production sites, with 3 more in the US.

Paper / Mill Products | MEE SAP BTP | SAP ERP

Real-time Information on order status and delivery times through a new customer portal Greater Flexibility with integrated solutions Better Customer service with 24 x 7 online access to customer information and digital self-services

Headquarters Germany

Products Specialty paper and board

>€900m Revenue

Web Site

Featured Partner T.CON

koehlerpaper.com

Business Challenges • Allow customers to check order status or communicate changes online, instead of by phone or e-mail • Enable a smoother flow of data across the enterprise and efficient development of new solutions to serve customers. Business Outcomes • Greater flexibility in responding quickly to customer needs thanks to built-in services and integrations that simplify database and data management, application development, and software integration • Less manual burden on customer services staff, who can focus on adding value for customers • Increased data transparency thanks to integrated solutions that facilitate company-wide exchange of information.

“The combination of services can create flexibility and a proven ERP application is very appealing. We were able to implement SAP BTP with minimal effort. As a result, we in IT have made significant gains in agility.”

Jörg Behnisch Corporate Director IT Koehler Holding SE & Co.KG

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Sealed Air

Forest, Paper & Packaging

Sealed Air is in business to solve critical packaging challenges. Automated packaging solutions promote a safer, more resilient, and less wasteful global food, fluids and liquids supply chain, enable e-commerce, and protect goods transported worldwide.

Paper / Industrial Manufacturing | NA SAP Sales Cloud | SAP BTP | SAP ERP

90% Adoption among users +13% Engagement increase per user 6 weeks To build and launch

Headquarters United States

Products Food and Protective Packaging

Revenue

Web Site

Partner Solution Sales Enablement & Content Management Platform

Featured Partner Mediafly

sealedair.com

$5.5 billion in sales 2021

Business Challenges • Create an Adaptive Selling Organization by enabling sellers with quick access to all of the content and information they need; Sales Library assets are effectively distributed & used, and are well-organized and searchable to serve multiple sales regions worldwide • Reduce Risk by Showcasing Value to buyers at every stage of the customer journey through advanced content tools and access to data • Improve Processes and Efficiency: Enable sales and marketing staff to work more efficiently; managers to better measure success Business Outcomes • Sales team dynamically curate content that boosts seller productivity & effectiveness • Marketing gains brand and content control; with insights into what content is being used at each point in the sales cycle and related effectiveness • Managers understand sales and content performance against closed deals

“We've enabled a lot more than just sales. Since launch, people across the organization from sales to marketing to finance and supply chain are asking for training and access to the tools.”

Kevin White Director of CRM Sales Process & Technology Enablement

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Building Materials

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Eczacıbaşı Building Materials | EMEA S SAP S/4HANA | SAP Commerce Cloud SAP Sales Cloud | SAP Service Cloud SAP Extended Warehouse Management

Building Materials

Eczacıbaşı Building Products, part of Eczacıbaşı Group, is gaining prominence in global design markets, with brands including VitrA and Burgbad, while maintaining its leadership in Turkey’s ceramic sanitary ware and faucet markets.

95% Happy Customer Satisfaction rate -75% Reduction In merchandise returns +25% Increase In sales due to increased output in production and warehousing

Featured Partner FELECE

Web Site

Revenue

Headquarters Turkey

Products Bathroom fittings and tiles

(Group) TL 11.1 B (€1.1 B)

eczacibasi.com

Business Challenges • The need to address customers’ growing expectations for fast and seamless shopping experiences. • Connect business-to-business (B2B) buyers and business-to-consumer (B2C) shoppers with a wide range of products across brands in-store and online, including the VitrA brand. Customer Benefits • SAP Customer Experience solutions provide a 360-degree customer management framework with an intuitive interface for users to connect with and manage current and potential customers. • Integration between SAP S/4HANA and the SAP Extended Warehouse Management application for insight into warehousing operations that can boost quality control. Deployed new in-store and e-commerce experiences that let B2C and B2C customers create their dream bathrooms quickly, as well as schedule installation and provide survey feedback. • Employees are empowered to better serve customers with on-demand access to product information and customer preferences.

“SAP CX solutions create customer experiences as high-quality as our products. We use them to help ensure that each step in the customer journey goes smoothly, whether our customers are shopping in a store or online.”

Read the Innovation Story

Alp Güldür CIO and Digital Leader Eczacıbaşı Building Products

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Fletcher Building Mill Products | APJ SAP Commerce Cloud

Building Materials

FletcherTech is Fletcher Building’s technology division. It supports every business in the Fletcher Building group. Fletcher Building employs more than 14,900 people, and operates in New Zealand, Australia, and the South Pacific.

+40% Faster Service Delivery times, enhancing customer satisfaction and loyalty Up To 50% Reduction In manual processes, leading to faster and more accurate operations

Headquarters Australia

Products Building products

Web Site

Featured Partner royalcyber.com

fletchertech.com

Business Challenges • B2B (and some B2C) buyers had to take time out of their workdays to visit stores, investigate product specifications, and place orders. • The need to adapt to global trends, where digitalization was driving service delivery and customer experience. • Traditional contact center channel was predominant for ordering, necessitating an emerging digital sales channel. Business Outcomes • Stronger customer service and support capabilities: Digital sales and automation streamline operations, reducing manual workload. This allows teams to focus on support, improving backend processes and service quality. • Improved software functionality through Agile Release Train (ART) methodology: SAP Commerce Cloud's ART methodology reduces feature delivery time from 6-12 months to 1-2 months, ensuring quick adaptation and product enhancement. • Driving innovation and market accessibility: FletcherTech uses SAP Commerce Cloud to implement advanced ideas, enhancing customer convenience. Plans include implementing SAP S/4HANA and consolidating ERP software for streamlined operations. “Digital capabilities have delivered unparalleled convenience, product insights, and flexibility for customers. Customers are taking up the new self- service features enabled by smart integrations with ERPs and UX design co-created with customers.” Joe Locandro, Chief Information Officer FletcherTech

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Franke Home Solutions

Building Materials

Franke company with its three divisions manufactures kitchen, cooking, food service, water and coffee systems globally. With over 60 companies, they are present on five continents.

Building Materials / Furniture | MEE SAP Commerce Cloud | SAP Sales Cloud SAP Product Content Management SAP ERP

100,000 Products With full details available through the e-commerce portal 11 Countries Live Where the portal is currently live Improved Operational efficiency

Headquarters Switzerland

Products Kitchen equipment, such as facets, worktops, hoods and more

Revenue

Web Site franke.com

Featured Partner SPADOOM

CHF 1.09 million (€ 1.11 million)

Business Challenges • Provide a single source for product information • Reduce inbound sales inquiries by offering self-service ordering. Streamline ordering workflows through automation • Support resellers by providing smoother, digitalized purchasing processes Business Outcomes • Straightforward access to consistent and accurate product details as well as real-time order status updates and delivery information. • Significant drop in the number of inbound sales calls, as resellers increasingly place orders online. • Ability to monitor and analyze sales orders across multiple regions, informing future strategy.

“With SAP Commerce Cloud, we’ve not only improved reseller experiences but have also managed to streamline sales and ordering processes to save time and cost.”

Anton Lütte Head of Technical Architecture and Operations Franke Group

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Hörmann Building Materials / MEE

Building Materials

In 40 specialized factories in Europe, North America and Asia, Hörmann develops and produces high-quality doors, frames and operators, as well as perimeter protection and storage space systems, for use in private and commercial properties.

SAP Sales Cloud | SAP Service Cloud SAP Customer Data Cloud | SAP BTP

-40% Reduction Time spent on complaint tickets within one year 50% Of Tickets Are submitted via BTP portal solutions or Hörmann Direct Connect 24/7 Availability SAP Sales Cloud and SAP Service Cloud gives users 24x7x365 access to everything they need in just a few clicks. This is great news for our dealers who are open at the weekend, since they no longer need to wait until Monday morning to request information from their sales rep. Users can log in anytime

Headquarters Germany

Products Complete range of essential construction components for building and modernization

Featured Partner Axians

Web Site

hoermann.de

Business Challenges • Delivering a consistent customer experience is always a challenge – and even more so when you have a global sales network spanning 90 countries. Using SAP Customer Experience solutions to connect to ERP, Hörmann is digitalizing and streamlining sales and service operations to ensure a consistently excellent customer experience around the world. Business Outcomes • Integrating customer experience solutions on a unified digital platform - Customers are provided with multiple convenient options to contact the service to access a comprehensive range of services on one centralized platform. • With the SAP Sales Cloud and SAP Service Cloud, Hörmann employees have full visibility of customer and ticket history. The result is better-informed salespeople and service technicians can deliver a superior customer experience. • With SAP Customer Experience solutions connected to SAP ERP via the SAP Business Technology Platform, Hörmann can deliver an end-to-end digital customer journey while ensuring seamless integration with existing channels.

“SAP Customer Experience solutions are helping us to become a more customer- centric business. By integrating our reseller partners directly into our backend processes, we were able to reduce our manual process steps.” Leonard Eichler Head of Department, Central Customer and Service Applications Hörmann KG Verkaufsgesellschaft

Read the Success Story

Read the Innovation Story

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MACO Building Materials| MEE SAP Service Cloud

Building Materials

Based in Salzburg, Austria, MACO Group is a hardware manufacturer for window and doors with a high level of market continuity and stability. Since over 98% of our production takes place in-house, we are able to respond quickly and flexibly to market changes.

State of the Art SAP Sales and Service Cloud and the implementation of AI, which gives MACO a lot of opportunities and help for sales teams ERP Integration with CRM With SAP Sales Cloud and SAP Service Cloud in the future with AI capabilities

Headquarters Austria

Products Window and door hardware manufacturer

Web Site maco.eu

Business Challenges • Digitization is very important for MACO because the construction industry is in a global or in a European crisis. To achieve this, they need to think in a new way. • Employees need to focus on the more challenging tasks. Once repetitive processes and administrative tasks are streamlined and automated, they have a lot more time for personal customer service. Customer Benefits • MACO Group’s transformation combined their ERP system with their CRM system, in order to have everything on one side regarding their customers. • Employees can use SAP Sales Cloud on their smartphone and a tablet in hand. It’s important to be attractive to their employees with offering modern tools to be productive. • MACO looks forward to moving to SAP Sales and Service Cloud, including validated data provided to a artificial intelligence system to build information out of it, which will be very useful to their sales people.

“And a really important thing is we want to get attractive for our employees. We really look forward to move on to the SAP Sales and Service Cloud. It's very state of the art and especially the implementation of AI, which gives us a lot of opportunities and help for our sales team."

Florin-Cezar Guma Chief Digital Officer MACO GROUP

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Pacific Coast Supply

Building Materials

Pacific Coast Supply (PCS) has grown to become one of the largest and most diversified building supply distribution companies in the US, with operations in 14 states.

Building Materials | NA SAP ERP | SAP S/4HANA OMS+ DataXstream

3 Hours to 15 Minutes Reduction in automated store closing which reduced procedures by 90%

Headquarters United States

Products Building products

Revenue

Web Site

Partner Solution Featured Partner DataXstream OMS+

>550M USD

paccoastsupply.com

Business Challenges • It needed a solution that would integrate with the SAP ERP application to modernize its store operations • Replace legacy sales system to gain competitive edge in the market • Reduce training time for new sales employees. Business Outcomes • Increased efficiency through the integration of business operations and the overlay of current customer development • Allowed sales representatives to better concentrate on customers, thanks to process automation • Increased efficiency lead to increased sales and drove better customer outcomes.

90% Reduction In time to train new employees

“Customer issues were non- existent yesterday, and end-of- day reconciliation was nearly flawless. This is a great first step in PCS’s major modernization.”

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Martin Menard, CIO Pacific Coast Companies Inc

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Pregis Packaging

Building Materials

Pregis is a leading global provider of innovative protective packaging materials and systems. They design, develop and deliver packaging solutions for a wide variety of consumer and industrial market segments. The

Building Materials | NA SAP Service Cloud | SAP Sales Cloud SAP S/4HANA

largest independent manufacturer of bathroom products in the UK.

3x Growth In the business over the last 7 years Right Information At the right time Solving Business Problems S/4HANA as the backbone

Headquarters United States

Products Complete bathrooms - from taps to towel rails, sanitary ware to showers

Web Site

pregis.com

Business Challenges • They needed a better customer experience to meet their growth targets. • They required the right information at the right time for their customers. Business Outcomes • Their digital transformation has enabled the company to grow by 3x in 7 years. • Using SAP Sales Cloud, marketing and sales teams have real time information and customers service representatives are able to give information quickly to customers. • SAP S/4HANA is the backbone that helps solve business problems, SAP Sales Cloud is on top of that for their customer service and CRM, and SAP Service Cloud for their field service and in house repairs, working together for real time information to ensure their customers are happy.

“All customer touch points are easier with SAP. A win is a happy customer.”

Jeff Mueller CIO Pregis Packaging

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Roxor / Ultra Finishing

Building Materials

The largest independent manufacturer of bathroom products in the UK.

Building Materials | EMEA N SAP ERP | SAP Cloud Platform SAP Cloud Platform Connectivity service

- ₤3,000 Costs Reduction in system support expenses +40% Faster Increase in order input speed Less Time Required for system maintenance

Headquarters United Kingdom

Products Complete bathrooms - from taps to towel rails, sanitary ware to showers

roxorgroup.com Web Site

Partner Solution

Featured Partner DataXstream

OMS+

Business Challenges • Having expanded its business through a number of acquisitions, the company used a number of different legacy systems for order management. This presented an obstacle to running integrated, standardized processes across the company and made maintenance work to enhance functionality time-consuming and complex. • Enable a smoother flow of data across the enterprise and efficient development of new solutions to serve customers. • Reduce IT maintenance requirements Business Outcomes

• Consistent, integrated approach to order management across the entire business • More-efficient sales and order processes, resulting in improved customer service • Increased customer loyalty due to a better purchasing experience

“SAP Cloud Platform enabled us to get up and running quickly and cost- effectively with a solution that is helping us dramatically improve the service we provide to our customers.”

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Nick Massarella IT Director Ultra Finishing Limited

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South Shore Building Materials / Furniture | NA SAP Commerce Cloud | SAP Service Cloud SAP Customer Data Cloud SAP Emarsys Customer Engagement SAP Customer Experience Services

Building Materials

South Shore Industries sells and deliver ready- to-assemble furniture that combines quality and functionality with the latest styles. The firm operates throughout Canada, the US, and Mexico and partners with Amazon, Wayfair, and Walmart.

30% Increase In web site traffic

Headquarters Canada

Products Wooden Furniture

Web Site

southshorefurniture.com

One Application Integrated lead-to-cash solution connecting to its SAP ERP application 16 Weeks To go live following a fully remote deployment

Business Challenges • Grow brand awareness and keep pace with the demand for direct-to-consumer e-commerce • Partner with a network of online and traditional retailers, including Amazon, Wayfair, and Walmart • Transform and enhance commerce and the customer experience, including the lead-to-cash process Business Outcomes • Provided new e-commerce experiences for customers in Canada, the United States, and Mexico • Enabled personalized and omnichannel customer experiences and gained key insight into abandoned carts and completed transactions • Expanded offerings to customers to include products from partners that don’t have their own robust e- commerce experiences

“With our new e-commerce capabilities built on SAP Customer Experience solutions, we’re building stronger relationships and delivering more value to consumers, and we can now promote new product offerings on the website before rolling them out to other channels.”

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Claude Bernier Vice President, IT South Shore Industries Limited

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Stiegelmeyer Building Materials / Furniture | MEE SAP Commerce Cloud

Building Materials

The Stiegelmeyer Group manufactures and supplies high-quality beds and furniture for hospitals, nursing homes and rehabilitation centers.

360 ° View Of customer and technical data Modern & Efficient A new customer experience was sustainably improved New Sales Channel Introduced a new B2B portal that now supplies spare parts for their products

Headquarters Germany

Products Products in hospitals and nursing homes

Web Site

Featured Partner b4b solutions

stiegelmeyer.de

Business Challenges • Customers and internal technicians could only request spare parts via a platform without prices and availability. • The proprietary advice system was only available as an "island solution". • In order to network and digitize various processes, the company decided on the flexible solutions from SAP Commerce Cloud and B4B Solutions as their SAP partner. Business Outcomes • SAP Commerce Cloud was used to build a new customer portal, reliably delivering quality products and spare parts to customers around the world. • The customer experience brings all the data collected through SAP systems. The technician and customer service representatives get all the relevant data for each customer’s purchased. • A modern and efficient spare parts management based on SAP Commerce Cloud was set up and the customer experience for customers and service technicians was sustainably improved.

“It is crucial for us to have a 360 ° view of the customer, so that they can fully engage with Stiegelmeyer. With SAP and B4B, we've been able to perfectly implement this step into the future.”

Andreas Held Head of After Sales Stiegelmeyer GmbH & Co.KG

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Swiss Krono Building Materials | MEE SAP Customer Data Cloud solutions SAP S/4HANA | SAP Cloud Portal SAP Connectivity Services SAP Business Technology Platform

Building Materials

One of the world’s leading manufacturers of wood-based materials, Swiss Krono has production plants in 8 countries and supplies customers in more than 120 countries. Running 24x7 operations.

30% Reduction In wait time for delivery drivers 50% Fewer Staff Needed to direct drivers to the correct gate 1,000 Truck Deliveries Managed each day

Headquarters Switzerland

Products Wood-based materials manufacturer

Web Site

Featured Partner Flexus AG

swisskrono.com

Business Challenges • Making sure that site capacities are not exceeded is crucial. Unplanned, early, or late deliveries result in longer waiting times for other trucks and can cause traffic jams on public roads. • Manual workflows made detailed planning and liaison with suppliers complex and labor intensive. In addition, managing on-site registration and safety training for truck drivers from across Europe could be time-consuming. • To streamline its deliveries, Swiss Krono wanted to digitalize planning processes. It also wanted to collaborate with suppliers online to fine-tune delivery schedules. Business Outcomes • More accurately and efficiently plan truck arrivals and departures, reducing traffic congestion on the roads near its factories as well as CO2 emissions. • Drivers can complete documentation, enter data, and upload photos in advance of traveling to Swiss Krono’s production plants, reducing wait time and significantly improving the driver experience. • Automated assignment of time slots and unloading ramps helps ensure that deliveries run smoothly. Ability to predict staffing based on the expected workload for each day or shift helps the company optimize on-site staffing to avoid backlogs.

“By sharing digital information with our suppliers in real time using SAP technology, we’ve been able to improve the efficiency of delivery operations while improving driver experiences and reducing carbon emissions.” Rene Giese Global Business Architect for Logistics Swiss Krono Group AG

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Ursa Insulation

Building Materials

URSA is a leading provider of high-quality insulation material for construction companies in Europe. The company’s insulation materials are used in roofing, internal and external walls, flooring, ceilings, and air-conditioning ducts.

Building Materials | EMEA S SAP Sales Cloud | SAP Service Cloud

360 ° View Of every customer, optimizing the management of sales processes Improved Productivity Converting more sales quotes into orders 15 sales offices Adopted best practices and lifted the project success rate with role-based dashboards

Web Site ursa.com

€500 M Revenue

Headquarters Spain

Products Acoustic and thermal Insulation materials

Business Challenges • Lack of transparency and control over construction site sales activities with subcontractors • Limited view of factors influencing the project schedule on the construction site • Lack of visibility into sales activities related to independent construction sites, slowing the time to react and adapt pricing for optimal margins Business Outcomes • Enabled a 360-degree view of sales activities at construction sites and with partners • Adopted best practices in 15 sales offices and lifted the project success rate with role-based dashboards • Improved visibility and collaboration, leading to an increased project success rate while reducing the overall costs and effort required of sales and IT teams • Laid the technology foundations to optimize demand and production planning capabilities

“Thanks to SAP Sales Cloud, we have structured sales and opportunity management processes, helping us be more efficient and much more customer focused, in a way that takes less effort to maintain.”

Efrén del Pino Marketing and Sales Performance Director Ursa Insulation SA

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