DEVELOPMENT AND EXPANSION OF THE LERBS B2B PLATFORM WITH A FOCUS ON AFTERSALES SERVICES
When it comes to modernising an existing e-commerce system that manages thousands of customers, hundreds of thousands of products, and millions of prices, more than just technical expertise is needed.
For LERBS GmbH, one of Germany’s largest full-service suppliers, Medienwerft combined a comprehensive update of the B2B platform “Supplix” with a comprehensive package of functionalities: the B2B portal, based on SAP Commerce, is connected to Navision ERP and provides more benefits every day through intelligent inventory management, replenishment and clever aftersales processes for maintenance, re-booking, scrapping and device testing.
CLIENT
LERBS GmbH – part of Rubix GmbH, Stuhr
SPECIAL FEATURES
- Customer portal focusing on aftersales processes
- Integrated machine communication
- Replenishment
- Inventory management
- Virtual warehouses
TECHNOLOGIES
- SAP Commerce 6.7
- B2B Accelerator
- Assisted service module
- OCI
LERBS, a RUBIX company, was founded about 70 years ago in Bremen and has since developed into one of the largest full-service suppliers in Germany. Originally launched as a wholesaler of marine equipment and ironware, the company has expanded its offering and today supplies not only shipping companies and ocean carriers, but also industry, skilled trades, craft and municipalities with various products such as occupational safety equipment, screws, non-ferrous metals, welding accessories, operating supplies, tools, machinery and equipment.
The range of around 150,000 products is offered via various sales channels such as specialist catalogues and retail stores and online via SUPPLIX e-commerce systems . In addition to its headquarters in Stuhr, the company has also opened further locations in Germany and worldwide in order to be able to offer its customers competent advice, a comprehensive service and tailor-made solutions.
Learn more: www.lerbs.de
FROM DIY CONSTRUCTION TO INTELLIGENT SYSTEM SOLUTION
The task of migrating an e-commerce system developed by the customer, including its functions and legacy data to an SAP Commerce environment, is difficult enough in itself and usually comes with many smaller and larger challenges. In the case of Lerbs, it was also important to incorporate further market and customer requirements into the re-launch.
A comprehensive technical concept was applied to the project. From the beginning, there was a clear plan for importing user data and their business history, as well as a concept for migrating product data and prices from the existing product information system. For the further requirements, such as the development of an integrated inventory management, the connection of order machines and an overall improved user experience, including optimised search functions and mobile suitability, further concepts were developed in parallel and included in the re-launch.
OUR SOLUTION
A MOVE THAT THE CUSTOMER BARELY NOTICES
In close cooperation with all project participants, Medienwerft developed a solution package as the basis for a successful migration of customer, product and order data and the development of new features for the electronic procurement of occupational safety equipment, operating supplies, tools, machines and equipment for industry, skilled trades, crafts and municipalities.
Particular attention was paid to the efficient handling of the extensive and, due to the wide range of products, diverse data volume. Document flow and customer workflows were integrated in such a way that the associated processes are intuitive and effective for both Lerbs and the customer themselves.
THE CHALLENGE
INVENTORY MANAGEMENT AS THE BASIS FOR ALL AFTERSALES PROCESSES
For one of Lerbs’ large customers, whose technicians perform maintenance, testing and calibration of equipment in the industrial sector, we developed an inventory management system connected to the Lerbs shop. It administers thousands of devices and parts, enabling easy storage for the customer’s technicians.
The aftersales processes of re-booking and scrapping are fully automated and are clearly displayed; appointments, inventories and processes can be booked in and out on the system at any time. Intelligent interface management also enables further application possibilities such as the approval of tools, product groups and processes by managers.
In all the procedural and technical requirements, we have never forgotten that behind all the codes were people who use our system every day and therefore need solutions that make their work easier.
FOCUS ON USER EXPERIENCE
IN SPITE OF THE UPDATE, LITTLE SHOULD CHANGE FOR THE CUSTOMER
In order to make the transition to the new system as easy as possible for existing Lerbs customers, many processes were transferred over from the old application.
Even familiar functions from the system were retained. For example, the popular free-text ordering function has been added to the shopping basket in the new system. New processes, which were not previously available for customers, were conceptually incorporated in such a way that they ensure optimum user guidance and navigation comfort.
CONCLUSION
ALWAYS KEEP AN EYE ON THE ADDED VALUE
When developing the Supplix platform, the focus was always on the benefits for corporate customers and their users. The platform’s new value-added services therefore include a completely revised order and document search.
The holistic linking of document, product and customer data makes it possible to search not only by the usual criteria, such as date and document numbers, but also, for example, by item data and order status. And so that the benefits for Lerbs’ customers and the company itself continue to be in the foreground, Medienwerft will always be available to provide support and continue to develop the shop in the future.
CONTACT
„Innovative technologies open up new potential, but they often become tomorrow’s standard. Digital brand experiences, on the other hand, are unique and can also guarantee your success in the competitive digital environment in the long term. Do you want the best of both worlds? My team and I will be happy to advise you.“
Managing Director
HENDRIK VAN LAATEN
Tel: +49 40 / 31 77 99-0
Email: info@medienwerft.de