Platform strategies

Is your customer portal already future-proof?

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Content of the article

With a MACH architecture, you can easily add, replace, or remove technologies to your system. This gives you the freedom to quickly use the best tools on the market. This also makes your existing infrastructure with its current tools much more efficient and flexible for you.

The ever-occurring problem:

1. Your idea

You have a good idea for your B2B shop, with which you can definitely significantly increase sales or customer satisfaction.


2. The problem

Your shop system is now far too inflexible to implement. It fails due to long overdue updates and lack of interfaces. You have to clean up the mess before something new can be implemented.


3. The dead end

Each feature update enhances the effect. The platform is becoming too complex to quickly implement and benefit from a good idea. With every expansion, it becomes more difficult to develop something new.

With a MACH architecture, you would never have ended up here...

This is how the transition to a MACH architecture works:

Step 1

Preparation of the necessary data and provision of interfaces

Step 2

Development and connection of a microservice

Step 3

Development of additional features as microservices

Optionally

Complete transition to microservices

The initial situation

  • Until now, spare parts for bicycles could only be ordered via a normal shop function without connection to the production parts list.
  • Spare parts orders were therefore primarily made over the telephone or via e-mail.
  • Spare parts orders had to be processed and assigned manually by support.
  • Very high internal costs and dissatisfied customers due to cumbersome processes.

The goal

  • Customers should independent and completely digital be able to
    to search for spare parts and order them. ‍
  • To do this, customers must be able to simply select the right Find spare parts in a digital web applicationwithout having to rely on support.
  • However, this web application had to be based on previous customer habits.

The implementation

1. Data preparation and provision of interfaces

  • The ERP provides access to parts lists, product prices, availabilities and approvals.
  • The PIM supplements other product master data (images, names, descriptions and exploded drawings)
  • The CRM can be used for recurring orders in the future
  • All data is brought together and processed in the data warehouse

2. Development of the microservice

  • Users can find products using the archive and with serial or article numbers.
  • Each product has a parts list and, if available, an interactive exploded drawing.
  • There, users can obtain further information, buy parts and complain.
  • These processes can be carried out completely independently and support is rarely required anymore.

3. Integration and rollout

  • The microservice is adapted to the existing platform front end.
  • Seamless transition is top priority
  • The spare parts catalog is available from several areas: listing of all bikes, bike archive, list of favorites, order history...

The result: 10x turnover in online sales!

Our customer Kalkhoff Werke GmbH previously sold only 6% of all spare parts online. The interactive spare parts catalog increased to over 50%! The MACH principle led to an impressive result.

This approach works in other industries as well. We have seen similar successes in financial products and in the energy sector.

Suitable solution for this article

Digitale Funktion

Digital spare parts catalog

Faster, more accurate and always available.

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