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
We all know that great stories inspire! For me, this is a great story that we are writing together with our digitization partners SAP and sovanta.
Andreas Buchdunger
responsible for Demand & Innovation at Endress+Hauser InfoServe

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

Any questions left?

We are happy to talk to you about projects that are not only exciting but can also be implemented successfully.

Tommi Kramer: Data Science
Dr. Tommi Kramer
Head of AI & Data

Your Contact

Dr. Tommi Kramer is responsible for Data Science at sovanta AG. Together with his team, he works on innovative approaches around machine learning and thus develops intelligent models for the optimization of business processes.
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Tags
CXM SAP BTP Simplify Sales XM with Qualtrics Artificial Intelligence Experience Management