End-to-end analysis of the customer journey for Endress+Hauser
Endress+Hauser wants to understand its customers even better by optimizing the re-order process in the online store. To this end, operational data on the customer is to be combined with experience data on the purchasing process. A customer can re-order a device via a quick re-order process by entering the serial number of the defective device in the search. The customer journey for re-order will now be tracked in a process with Signavio PI and enriched with customer feedback via Qualtrics XM.
Use Case: Customer Journey in E-Commerce
Core of this project was implementing an end-to-end re-order process on the SAP Business Technology Platform. For this purpose, we integrate and combine a variety of different data from SAP systems and hand them over to Signavio, as a central tool for process modeling, analysis, and monitoring:
- Qualtrics XM for the provision of feedback surveys
- SAP Data Intelligence for Qualtrics data integration
- SAP HANA Cloud as data and storage hub
- SAP BW/4HANA for the calculation of performance indicators
The Combination of X- and O-Data reveals customer needs
The use case demonstrates the great potential of the SAP Business Transformation Platform as a fast, reliable, secure, and efficient integration platform for various systems. The underlying process for repeat orders becomes end-to-end traceable. And data is available for the customer journey for all types of data services and analyses. Great fit for Endress+Hauser: The interaction of SAP Business Technology Platform, Signavio and Qualtrics shows IT maturity for a modern process-driven enterprise.
Branche
Process engineering
User
Customers in E-Commerce
Rollout
PoC
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