Bühler Group: Service excellence with superlative customer portal

Billions of people come into contact with Bühler Group technologies every day to meet their basic needs for food and mobility. Some 65 percent of the wheat harvested worldwide is processed into flour on the mills of the Swiss company. Founded in 1860, the family-owned company with around 12,800 employees is today a globally active hidden champion - especially in the field of digitalization.

Central platform for 135 countries

In the private sphere, e-commerce is a daily companion. This trend is also becoming more and more apparent in industry. The goal of the Bühler technology company was to offer customers optimum service for their individually manufactured machines - a service that they are also familiar with in their private lives. In other words, a central platform for all customers who want to obtain information, place an order, or make a complaint. What sounds simple is a mammoth task for a company like the Buhler Group, which operates in 135 countries around the world. Huge volumes of data, different systems, non-transparent processes: These were the basics.

Bühler Group relies on German service provider

The Bühler Group has entrusted the Radolfzell-based company Sybit GmbH with the development of the new platform. According to its own information, this long-standing SAP consulting company offers holistic process consulting from analysis and strategy planning, through design and implementation, to comprehensive application management services based on SAP Customer Experience Solutions. And it works fast: Because six months later, the first basic store was up and running, which grew into the full-blown portal myBühler with currently 13,000 users in 135 countries. There, customers have direct and uncomplicated access to information and documents about machines, parts, and the status of quotations and orders. "Behind the customer portal lies an enormous amount of data, but the system copes very well with the different ways in which it is presented," explains Markus Keh, project manager at Sybit GmbH. Based on SAP Commerce Cloud, Sybit implemented the Product Cube: a product information system that enables the management of structured as well as unstructured product data. This means that multimedia content can be easily added to the product data. Due to the high performance, even large amounts of data can be imported quickly.

Global Incident Management as a further step

"We are more than satisfied with the decision in favor of Sybit as our consulting and implementation partner. Thanks to the trusting cooperation and the step-by-step, flexible implementation, the realization of the product cube project was a complete success," sums up Nataly Hüeblin,Senior Information System Engineer at Bühler AG. 

Users can also order services and spare parts via the customer portal. Based on the SAP Service Cloud, Bühler also built a Global Incident Management system that creates a global standard for processing incoming customer incidents and service requests. Service-related customer communication now takes place in one central location - regardless of whether the customer contacted us by e-mail or via the portal, or whether the ticket was created manually.

Source and further information: Sybit GmbH