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.

Industry and Customer Experience Value Stories

Mill Products

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 • Deli Home • Onlinemetals.com • Pacific Coast Supply • Roxor / Ultra Finishing • Salzgitter • Schüco SAP S/4HANA – SAP ERP Integrations • ArcelorMittal Nippon Steel • Pacific Coast Supply • Pregis Packaging • Swiss Krono • Thyssenkrupp Materials

SAP Sales Cloud • Franke • FingerHaus • Hörmann • Moen • Pregis Packaging

SAP Commerce Cloud • ArcelorMittal Nippon Steel • Arauco • Franke • Jindal Stainless • Moen • Onlinemetals.com

• Salzgitter • Sealed Air • URSA

• Saint-Gobain • Stiegelmeyer • Tata Steel • thyssenkrupp Materials

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.

SAP Service Cloud • Arauco • Hörmann • Moen • Pregis Packaging • Salzgitter • URSA

SAP Emarsys Customer Engagement Solutions

• FingerHaus • Moen • Onlinemetals.com

SAP Customer Data Solutions • Hörmann • Swiss Krono

SAP Business Transformation Platform (BTP) • Hörmann • Koehler Paper • Sealed Air • 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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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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OnlineMetals.com

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

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 product. 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.”

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

Watch the Video

Read the Success Story

Forest, Paper & Packaging

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Arauco

Forest, Paper & Packaging

Arauco operates worldwide and Arauco North America Inc. is the Western Hemisphere’s leader in forest products, including composite panels, plywood, moldings, lumber, and wood pulp.

Forest / Building Materials | NA SAP Commerce Cloud | SAP S/4HANA

86% Satisfaction Customer rating in response to the new North American website and portal 208% Customers Growth In registered users actively using the portal in North America after the first 16 months 61% Customers Ranking the new SAP Commerce Cloud portals superior to other B2B portals

Headquarters United States

Products Composite panels, premium plywood, millwork, lumber, wood pulp

Revenue

Web Site

Featured Partner T.CON

US$1.8 billion

arauco.com

Business Challenges • Provide access to order and delivery updates, without customers needing to contact customer support • Take advantage of a central foundation that supports economies of scale while enabling local teams to implement their own strategies, which can vary in different countries of operation. Business Outcomes • Created a strategic advantage with a new customer portal and website experience in North America • Provided customers with 24x7 access to order and delivery information and successfully empowered them to check their account statements and download order documents and invoices on demand • Enabled customers to set up order alerts and view detailed dashboards and reports including purchase history and open orders.

“We had to act fast on customer feedback about our Web site. Customers around the world told us they needed greater visibility into order and delivery information. SAP Commerce Cloud provided us with the tools to create a portal that has exceeded our customers’ expectations again and again.”

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Diego Tuleski Director of IT Arauco North America Inc.

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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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Deli Home

Building Materials

Deli Home is a manufacturer of custom wood products for interior purposes, such as storage furniture and doors.

Building Materials / Furniture | EMEA N SAP Commerce Cloud | SAP ERP SAP’s Industry Cloud | SAP Industry Cloud

12% Increase In sales conversions New Markets Expanded with ease Reduced Waste And errors in the production process New Sales Channel Introduced a new B2B portal that now supplies spare parts for their products

Featured Partner Expivi

Expivi 3D Product Configuration Partner Solution

Headquarters Netherlands

Products Products in hospitals and nursing homes

Web Site

deli-home.com

Business Challenges • Need to Improve e-commerce experience and retailer relationships • Enhance automation and production processes • Reduce waste of unused supply with improved inventory control Business Outcomes • Increased range of sales channels on new websites of retailers • Reduced amount of waste and errors in the production process • Accessed important new insights into the consumer purchase funnel

“Ordering wooden panels was never this easy. Our retail partners can implement our 3D configurator on their own websites. This gives the website visitors access to a 3D environment in which they configure the custom product. Step by step during this configuration, they immediately get the result presented in the 3D environment. Thanks to the configurator, our retail partners see the conversion increase, customer has an excellent understanding of the product they have ordered.”

Wart van Nutland Category Manager Deli Home

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Finger Haus Building Materials / Engineering, Construction & Operations | MEE SAP Sales Cloud | SAP Marketing Cloud

Building Materials

Finger Haus is one of the largest German manufacturers of prefabricated wooden houses. The company has increasingly specialized in prefabricated timber construction.

Improved Planning For their consultants using SAP Marketing Cloud Faster Response Times Essential for the sales department Integrated Marketing, sales, financial accounting, and budgeting integration enables process optimization

Headquarters Germany

Products Pre-fabricated houses

Revenue

Web Site

€208 million

fingerhaus.de

Business Challenges • Improving essential sales fundamentals, including mobile data access and qualified leads • Growing customer expectations for personalized advice on their path to securing their dream home Business Outcomes • Targeted marketing campaigns deliver personalized content along the customer journey. Dialogue marketing is more successful with deep target group analyses • Better development and management of leads with SAP Sales Cloud and SAP Marketing Cloud • User-friendly interface makes life easier for specialized sales teams • Marketing, sales, financial accounting, and budgeting integration enables process optimization • Fast response times and targeted communication create closer customer proximity “The most beneficial advantage of SAP Sales Cloud and SAP Marketing Cloud for us is the opportunity to understand our customers even better. Through our marketing campaigns, we reliably reach customers who are ultimately interested in our product.”

Dr. Mathias Schäfer Managing Director FingerHaus GmbH

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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 develop and produce 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 Innovation Story

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Moen

Building Materials

Moen is an American product line of faucets and other fixtures started by inventor Alfred M. Moen that is now part of the Fortune Brands Innovations company.

Consumer Products / Building Materials / Sanitary ware | NA SAP Commerce Cloud SAP Sales Cloud | SAP Service Cloud SAP Marketing Cloud

Higher Sales Close rates >8000 Products

Headquarters United States

Products Facets for kitchen, showers, washbasins, and bathtubs

Web Site moen.com

Business Challenges • Improve the efficiency of sales and service processes • Enable faster, more-effective inquiry handling by eliminating the need for call-center staff to use paper-based resources and workflows • Increase visibility across sales, service and marketing operations Business Outcomes • Agility to quickly launch web pages to support ongoing marketing campaigns • Ability to better monitor sales and marketing operations, supporting strategic decision-making • Increased customer lifetime value as a result of a positive sales and service experience and ongoing loyalty campaigns

For which information is available to service agents and customers using a digital knowledge base Higher 1st Call Resolutions More responsive customer service and reduced waiting times

“With SAP Customer Experience, we were able to deliver a rapid return on our investment while establishing a powerful technical foundation for ongoing value creation.” Tim Baker, CIO Moen Incorporated

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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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Saint-Gobain

Building Materials

As the company behind the Jewson, Ideal Bathrooms, and Gibbs & Dandy chains, Saint-Gobain UK sells building materials and equipment to trade professionals and DIY enthusiasts across the United Kingdom.

Building Materials | EMEA N SAP Commerce Cloud

+34% Increase in website visitors in one year +25,000

Revenue

Headquarters United Kingdom

Products Building materials and equipment

Web Site

saint-gobain.co.uk

€38billion (global)

Business Challenges • Build a new online channel for trade customers, previously served only by stores trading from early morning to 5 p.m. and required to use phone or e-mail to inquire about stock availability • Enhance the customer experience with expanded services • Increase revenues and attract new customers, including DIY enthusiasts and smaller businesses Business Outcomes • A more convenient omnichannel e-commerce experience for trade customers, who can check stock availability, view their personalized pricing, and place an order online at any time • Increased sales to consumers and small to midsize businesses • Reduced total cost of ownership with a single flexible e-commerce solution for multiple businesses

New Registrations Using SAP Commerce Cloud 500 Branches Smooth rollout during COVID pandemic

“SAP Commerce Cloud enables an agile development framework with two-week release cycles, helping us test new features efficiently and evolve quickly to better serve our customers.”

Paul Stamp Director of Digital Marketing Saint-Gobain UK

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Schüco

Building Materials

Schüco is one of the leading suppliers of high-quality window, door and façade systems made from aluminum, PVC-U and steel.

Building Materials / Metals | MEE SAP Subscription Billing SAP Early Adopter Care

Fast Adoption, thanks to SAP Early Adopter Care Swift

Headquarters Germany

Products System provider for windows, doors, facades and more

Revenue

Web Site

Featured Partner Sybit CX

€1.75 billion (2019)

schueco.com

Business Challenges • Offer flexible contract handling for digital products, eliminating fixed contract items with duration periods • Speed up the uncomfortable and time-consuming license activation process for customers using dongles • Overcome limitations in the pricing model for digital products Schüco provides to customers for design, fabrication, and installation Business Outcomes • Flexible workplace and contract management and booking of subscription-based digital products • Time savings for Schüco customers, as they are now able to activate and use newly purchased software products instantly • Implementation of complex price structure, including scaled pricing, bundles, and the ability to offer onetime fees

Activation of Schüco’s digital software products, removing the need for physical dongles

“With SAP Subscription Billing, we are now able to provide our customers with invoicing based on daily usage for our digital products.”

Stephan Manegold Business Applications Lead Schüco International KG

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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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