Establish a multi-portal collaboration platform covering pre-sales, in-sales, and aftersales for dealers

Background

This Group is currently one of the largest forklift R&D manufacturing groups in China. Nowadays, it has 77 holding subsidiaries and 9 shareholding companies, with over 4,200 employees. The enterprise is mainly engaged in the research, development, production, and sales of industrial vehicles and key components, such as forklifts, storage trucks, tractors, hydraulic aerial cages, dynamic compactors, and autonomous vehicles.

Challenge

The sales business system of Chinese and foreign sales was managed by two separate systems, resulting in a lack of data integration. The dependence on offline communications due to the lack of a system to manage the after-sales maintenance order system for forklifts resulted in high costs and poor customer experience. The lack of systematic management resulted in disorderly data transfers and inaccurate financial settlement between companies.

Approach

Establish a multi-portal collaboration platform based on the SAP Commerce Cloud. Implement the unified management of Chinese and overseas orders for complete machines and accessories , and enable real-time order countersigning, order fulfillment, invoicing, and logistics tracking. Improve the after-sales service system by implementing the closed-loop management of the whole process of work order initiation, dispatching, maintenance, claims, and follow-up.

Key results

Benefits

Unify the management of orders from Chinese and foreign dealers and direct procurement from subsidiaries, and consolidate them into purchase orders of suppliers so that they can undergo fulfilment. Set up independent portals for suppliers to manage their fulfilment order information and the delivery process of order confirmation and receipt, and order fulfilment. Establish a complete maintenance system, including after-sales work order initiation, work order initiation, maintenance staff order acceptance, gathering materials, on-site maintenance clock-in, customer signature and acceptance, closed-loop material return process, and information exchange between multiple devices.

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