E-commerce B2B dedicated to after-sales activity: case study GEA Procomac SpA, part of GEA Group
GEA Procomac S.p.A., a company working from 1979 in the field of design, manufacturing and installation of bottling lines, is part of GEA Group since 2007.
The company’s core business is the design and installation of filling lines for sensitive beverages such as fruit juices, soft drinks, isotonics, milk and milk-based products.
Needs and Objectives
For the management of after-sales business (quotation, offer, …), GEA Procomac was previously using a customized system called Synet, integrated with the ERP, but the graphic part was missing.
This system was used by internal employees and subsidiaries, but not by customers because not easy to be managed.
The increasing importance of Service, especially from a customer care perspective, has driven GEA Procomac to upgrade the system: an e-commerce dedicated to after-sales activity supported by a simple and user-friendly interface to implement the graphics and extend its use to customers as well.
In order to retrieve the catalogues already existing and publish them on the web portal, an ad hoc process was created to capture the old catalogues, process them and make them suitable to be used on the new platform, Web Spare Parts (WSP) by Sygest, renamed as GEA eShop Filling: a web platform for the management and sale of spare parts and the provisioning of related after-sales services.
With the implementation of GEA eShop Filling, the company can now provide spare parts catalogues in an automated and efficient manner, allowing the customer to view and navigate 2D catalogues in an interactive way without additional licenses.
With just a few clicks, it is possible to choose and order spare parts, selecting the component directly on the drawing and place it in the shopping cart to manage an offer/order.
The GEA eShop Filling was interfaced with ERP to add important features:
- For each part it can show price (specific for that customer), stock availability and, in the case of non-stock, provide an estimation of the lead time to provide it.
- Confirmed orders are opened directly on the ERP.
- The customer can view the status of fulfilment of an order.
The result is a portal with a completely revamped interface to end customers and the possibility to interactively navigate online the spare parts catalogues built over the last 20 years: GEA eShop Filling will be presented at Drinktec 2022 (Hall A3, Booth 373).
Info and Contacts
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Visit our website: www.sygest.com