{"id":6291,"date":"2022-02-21T09:00:01","date_gmt":"2022-02-21T08:00:01","guid":{"rendered":"https:\/\/sovanta.com\/?p=6291"},"modified":"2022-02-21T15:03:43","modified_gmt":"2022-02-21T14:03:43","slug":"end-to-end-analysis-of-the-customer-journey-for-eh","status":"publish","type":"post","link":"https:\/\/sovanta.com\/en\/end-to-end-analysis-of-the-customer-journey-for-eh\/","title":{"rendered":"End-to-end analysis of the customer journey for Endress+Hauser"},"content":{"rendered":"\n<p>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 <a href=\"https:\/\/www.qualtrics.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Qualtrics XM<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Use Case: Customer Journey in E-Commerce<\/h2>\n\n\n\n<p>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:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Qualtrics XM for the provision of feedback surveys<\/li><li>SAP Data Intelligence for Qualtrics data integration<\/li><li>SAP HANA Cloud as data and storage hub<\/li><li>SAP BW\/4HANA for the calculation of performance indicators<\/li><\/ul>\n\n\n\n<div id=\"image-card-with-buttonblock_620e20a889aac\" class=\"block__image-card-with-button -detect-in-viewport has-background has-seashell-background-color image-card\">\n      \n  \n\n<div id=\"quoteblock_620e20b089aad\" class=\"block__quote -detect-in-viewport block__quote--small\">\n\n    <div class=\"block__quote__wrapper\">\n\n                    <div class=\"block__quote__quote\">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.<\/div>\n        \n                    <div class=\"block_quote__meta\">\n\n                                    <div class=\"block__quote__author\">\n                        Andreas Buchdunger                    <\/div>\n                \n                                    <div class=\"block__quote__position\">\n                        responsible for Demand &#038; Innovation at Endress+Hauser InfoServe                    <\/div>\n                            <\/div>\n        \n    <\/div>\n\n<\/div>\n\n\n  <\/div>\n\n\n<h2 class=\"wp-block-heading\">The Combination of X- and O-Data reveals customer needs<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<div class=\"wp-block-group has-lightcyan-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-bootstrap-blocks-row row\">\n\t\n\n<div class=\"col-12 col-md-4\">\n\t\t\t\n\n<div id=\"iconblock_620e216989aae\" class=\"block__icon -detect-in-viewport block__icon--center\">\n  <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M9 10h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M11 10h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M13 10h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M15 10h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M9 13h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M11 13h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M13 13h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M15 13h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M9 16h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M11 16h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M13 16h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M15 16h1v1h-1v-1z\" fill=\"currentColor\"><\/path>\n<path d=\"M17.5 7h-0.5v-2.5c0-0.133-0.053-0.26-0.146-0.354l-1.854-1.854v-1.793c0-0.276-0.224-0.5-0.5-0.5s-0.5 0.224-0.5 0.5v1.793l-1.854 1.854c-0.094 0.094-0.146 0.221-0.146 0.354v0.5h-2v-2.5c0-0.276-0.224-0.5-0.5-0.5h-8c-0.276 0-0.5 0.224-0.5 0.5v17c0 0.276 0.224 0.5 0.5 0.5h16c0.276 0 0.5-0.224 0.5-0.5v-12c0-0.276-0.224-0.5-0.5-0.5zM13 4.707l1.5-1.5 1.5 1.5v2.293h-1v-1.5c0-0.276-0.224-0.5-0.5-0.5h-1.5v-0.293zM14 6v1h-4v-1h4zM7 7.5v11.5h-5v-16h7v4h-1.5c-0.276 0-0.5 0.224-0.5 0.5zM17 19h-9v-11h9v11z\" fill=\"currentColor\"><\/path>\n<path d=\"M7 4h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 4h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M3 4h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M3 7h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 7h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M3 10h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 10h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M3 13h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 13h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M3 16h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 16h1v2h-1v-2z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span><\/div>\n\n\n<p class=\"has-text-align-center\"><strong>Branche<\/strong><\/p>\n\n\n\n<p class=\"has-text-align-center\">Process engineering<\/p>\n\n\t<\/div>\n\n\n\n<div class=\"col-12 col-md-4\">\n\t\t\t\n\n<div id=\"iconblock_620e220789ab2\" class=\"block__icon -detect-in-viewport block__icon--center\">\n  <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M18.5 18h-11c-0.827 0-1.5-0.673-1.5-1.5 0-0.048 0.011-1.19 0.924-2.315 0.525-0.646 1.241-1.158 2.128-1.522 1.071-0.44 2.4-0.662 3.948-0.662s2.876 0.223 3.948 0.662c0.887 0.364 1.603 0.876 2.128 1.522 0.914 1.125 0.924 2.267 0.924 2.315 0 0.827-0.673 1.5-1.5 1.5zM7 16.503c0.001 0.275 0.225 0.497 0.5 0.497h11c0.275 0 0.499-0.223 0.5-0.497-0.001-0.035-0.032-0.895-0.739-1.734-0.974-1.157-2.793-1.768-5.261-1.768s-4.287 0.612-5.261 1.768c-0.707 0.84-0.738 1.699-0.739 1.734z\" fill=\"currentColor\"><\/path>\n<path d=\"M13 11c-2.206 0-4-1.794-4-4s1.794-4 4-4 4 1.794 4 4c0 2.206-1.794 4-4 4zM13 4c-1.654 0-3 1.346-3 3s1.346 3 3 3 3-1.346 3-3-1.346-3-3-3z\" fill=\"currentColor\"><\/path>\n<path d=\"M4.5 18h-3c-0.827 0-1.5-0.673-1.5-1.5 0-0.037 0.008-0.927 0.663-1.8 0.378-0.505 0.894-0.904 1.533-1.188 0.764-0.34 1.708-0.512 2.805-0.512 0.179 0 0.356 0.005 0.527 0.014 0.276 0.015 0.487 0.25 0.473 0.526s-0.25 0.488-0.526 0.473c-0.153-0.008-0.312-0.012-0.473-0.012-3.894 0-3.997 2.379-4 2.503 0.001 0.274 0.225 0.497 0.5 0.497h3c0.276 0 0.5 0.224 0.5 0.5s-0.224 0.5-0.5 0.5z\" fill=\"currentColor\"><\/path>\n<path d=\"M5 12c-1.654 0-3-1.346-3-3s1.346-3 3-3 3 1.346 3 3-1.346 3-3 3zM5 7c-1.103 0-2 0.897-2 2s0.897 2 2 2 2-0.897 2-2c0-1.103-0.897-2-2-2z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span><\/div>\n\n\n<p class=\"has-text-align-center\"><strong>User<\/strong><\/p>\n\n\n\n<p class=\"has-text-align-center\">Customers in E-Commerce<\/p>\n\n\t<\/div>\n\n\n\n<div class=\"col-12 col-md-4\">\n\t\t\t\n\n<div id=\"iconblock_620e223d89ab3\" class=\"block__icon -detect-in-viewport block__icon--center\">\n  <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M13.5 9c-1.378 0-2.5-1.122-2.5-2.5s1.122-2.5 2.5-2.5 2.5 1.122 2.5 2.5-1.122 2.5-2.5 2.5zM13.5 5c-0.827 0-1.5 0.673-1.5 1.5s0.673 1.5 1.5 1.5 1.5-0.673 1.5-1.5-0.673-1.5-1.5-1.5z\" fill=\"currentColor\"><\/path>\n<path d=\"M0.5 20c-0.13 0-0.258-0.051-0.354-0.146-0.137-0.137-0.183-0.342-0.116-0.524 1.539-4.231 3.157-6.377 4.808-6.377 0.545 0 1.054 0.234 1.515 0.694 0.728 0.728 0.754 1.453 0.648 1.933-0.334 1.508-2.464 2.985-6.33 4.391-0.056 0.020-0.114 0.030-0.171 0.030zM4.839 13.952c-0.495 0-1.078 0.434-1.685 1.255-0.597 0.807-1.197 1.957-1.788 3.427 1.335-0.537 2.408-1.082 3.199-1.625 1.067-0.733 1.383-1.3 1.46-1.646s-0.047-0.677-0.379-1.009c-0.27-0.27-0.534-0.401-0.808-0.401z\" fill=\"currentColor\"><\/path>\n<path d=\"M19.5 0c-2.595 0-4.907 0.44-6.874 1.308-1.621 0.716-3.009 1.72-4.126 2.986-0.208 0.236-0.401 0.475-0.58 0.715-0.862 0.057-1.744 0.4-2.624 1.020-0.745 0.524-1.493 1.25-2.225 2.157-1.23 1.524-1.986 3.027-2.018 3.090-0.109 0.219-0.044 0.485 0.154 0.628 0.088 0.064 0.191 0.095 0.293 0.095 0.128 0 0.256-0.049 0.353-0.145 0.005-0.005 0.483-0.475 1.298-0.936 0.672-0.38 1.708-0.827 2.961-0.906 0.317 0.811 1.224 1.781 1.659 2.216s1.405 1.342 2.216 1.659c-0.079 1.253-0.526 2.289-0.906 2.961-0.462 0.816-0.931 1.293-0.935 1.297-0.173 0.173-0.195 0.447-0.052 0.646 0.097 0.134 0.249 0.208 0.406 0.208 0.076 0 0.152-0.017 0.223-0.053 0.063-0.032 1.566-0.788 3.090-2.018 0.907-0.732 1.633-1.48 2.157-2.225 0.62-0.881 0.962-1.762 1.020-2.624 0.239-0.178 0.478-0.371 0.715-0.58 1.266-1.117 2.27-2.505 2.986-4.126 0.868-1.966 1.308-4.279 1.308-6.874v-0.5h-0.5zM3.107 9.808c0.953-1.383 2.41-3.098 4.052-3.637-0.649 1.137-0.985 2.181-1.106 2.843-1.159 0.071-2.158 0.408-2.946 0.794zM10.193 16.89c0.386-0.788 0.723-1.786 0.793-2.944 0.661-0.121 1.706-0.457 2.842-1.105-0.54 1.639-2.254 3.096-3.636 4.049zM15.044 10.75c-2.080 1.835-4.234 2.25-4.544 2.25-0.002 0-0.207-0.004-0.759-0.393-0.385-0.271-0.834-0.657-1.262-1.085s-0.814-0.877-1.085-1.262c-0.389-0.552-0.393-0.757-0.393-0.759 0-0.31 0.415-2.464 2.25-4.544 2.196-2.488 5.557-3.849 9.744-3.95-0.101 4.187-1.461 7.548-3.95 9.744z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span><\/div>\n\n\n<p class=\"has-text-align-center\"><strong>Rollout<\/strong><\/p>\n\n\n\n<p class=\"has-text-align-center\">PoC<\/p>\n\n\t<\/div>\n\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Any questions left?<\/strong><\/h2>\n\n\n\n<p>We are happy to talk to you about projects that are not only exciting but can also be implemented successfully.<\/p>\n\n\n\n<div id=\"contact-personblock_620e228389ab7\" class=\"block__contact-person -detect-in-viewport block__contact-person--default block__contact-person--with-headline\">\n\n  <div class=\"contact-person__wrapper\">\n\n    <div class=\"contact-person__header\">\n\n      <div class=\"contact-person__header__wrapper\">\n\n        \n\n                    <div class=\"contact-person__image\">\n            <img decoding=\"async\" width=\"350\" height=\"466\" src=\"https:\/\/sovanta.com\/wp-content\/uploads\/2022\/01\/Person_Tommi-Kramer_v03_700x933px-350x466.jpg\" class=\"attachment-contact_person size-contact_person wp-post-image\" alt=\"Tommi Kramer: Data Science\" srcset=\"https:\/\/sovanta.com\/wp-content\/uploads\/2022\/01\/Person_Tommi-Kramer_v03_700x933px-350x466.jpg 350w, https:\/\/sovanta.com\/wp-content\/uploads\/2022\/01\/Person_Tommi-Kramer_v03_700x933px-225x300.jpg 225w, https:\/\/sovanta.com\/wp-content\/uploads\/2022\/01\/Person_Tommi-Kramer_v03_700x933px-93x124.jpg 93w, https:\/\/sovanta.com\/wp-content\/uploads\/2022\/01\/Person_Tommi-Kramer_v03_700x933px.jpg 700w\" sizes=\"(max-width: 350px) 100vw, 350px\" \/>          <\/div>\n                                  <div class=\"contact-person__name\">\n              Dr. Tommi Kramer            <\/div>\n                        <div class=\"contact-person__position\">\n              Chief AI Officer, Executive Board Member            <\/div>\n          \n          \n      <\/div>\n\n    <\/div>\n\n    <div class=\"contact-person__body\">\n\n              <h2 class=\"h3 contact-person__headline\">Your Contact<\/h2>\n      \n      \n                    <div class=\"contact-person__text\">\n          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.        <\/div>\n      \n                          <a href=\"mailto:tommi.kramer@sovanta.com\" class=\"btn btn--primary contact-person__btn\" title=\"Contact\">\n          Direct Contact        <\/a>\n      \n            \n    <\/div>\n\n  <\/div>\n\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Endress+Hauser wants to understand its customers even better by optimizing the re-order process in the online store. To this end, operational data \u2026<\/p>\n","protected":false},"author":3,"featured_media":6326,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[308],"tags":[],"competence":[],"Industry":[],"line_of_business":[],"resource":[379],"systems-and-technologies":[],"class_list":["post-6291","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sovanta-en","resource-success-stories-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>End-to-end analysis of the customer journey for Endress+Hauser - sovanta AG<\/title>\n<meta name=\"description\" content=\"E+H wants to understand its customers better. 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