Reference Roto Frank Fenster- und Türtechnologie

Self-services for B2B customers

Digital customer portal relieves sales pressure

Since 1935, the name Roto has been synonymous with inventiveness and technological advancement in the field of building system components and is a worldwide name for innovative, individual and safe hardware systems that increase the added value of windows and doors for people. Digitization and automation of processes are an elementary lever to save costs and increase efficiency – also in the manufacturer’s sales department. The traditional company therefore commissioned Telekom MMS to develop a working prototype for a self-service customer portal.

Reference at a glance

Task

More efficiency in customer service through digitalization

Solution

Building a customer portal based on Salesforce according to the MVP approach

Result

Digital self-services replace manual and telephone order processing

The experts at Telekom MMS have taken us a great step forward in the further digitization of our company. And by the way, thanks to SCRUM, we were able to gain further experience in agile project management. Peter Rattaj, Project Organiser at Roto Frank FFT GmbH

Benefit for our Customer

Increased customer satisfaction due to transparent order and delivery status
Freeing up sales capacities in favour of acquisition and customer care
Future-proof basis for a digital B2B sales channel

Requirements

Solution

Benefit

Requirements

Digitisation of sales

While Roto FTT has already advanced digitalization in production and logistics, the next step is also to benefit sales from digital support – and thus B2B customers alike. Until now, the sales department has largely answered inquiries about order status, availability and open deliveries by telephone. This approach tied up a lot of resources and reduced active sales time.

To make this process more efficient, Roto FTT relies on a customer portal: Since much of the data to be integrated is already digitally captured, the solution should be made available with self-service functions. The service for customers is improved by being able to independently retrieve information on the order and delivery status at any time, while the internal sales department can use the freed up capacity in other ways. Roto FTT commissioned Telekom MMS to develop a Minimum Viable Product (MVP) for a customer portal that can be expanded into a sales channel.

Solution

One customer portal – many functions

A requirements' workshop, which contributed to the further tightening of the requirements, heralded the start of the project. This was followed by an introduction to agile project management in order to familiarize everyone involved with the SCRUM method and to create the knowledge base for an agile project. As the technological basis for the customer portal, Roto FTT chose the Salesforce Commerce Cloud, whose user interface is modern and intuitive thanks to user experience services.

Telekom MMS developed an e-mail service as an intermediate solution for transferring product and order data from SAP ERP to the new Salesforce application, while the middleware for connecting numerous peripheral systems (e.g. PIM) is still in operation. The portal administrator integrated by Telekom MMS coordinates deployments, configures the customer portal and users, and ensures that the application runs smoothly.

Existing customers can view the processing and delivery status of their orders in real time in the customer portal. The customer portal is designed in such a way that new functions can be easily integrated. So far, the first customers in Germany can use the portal. The rollout for other European countries is already being planned.

Benefit

Less effort, more service

The new portal provides all sides with transparency and security during the ordering process and delivery status. Commercial customers can see up-to-date information about their orders and can also get information about products and services 24/7, which further increases the quality of service.

The portal relieves employees of internal sales and increases productivity, as they no longer have to process every process manually and/or over the phone. The result is more time for acquiring and maintaining customer contact. Since the solution can be flexibly expanded, Roto FTT was able to create a future-proof and investment-proof basis for the expansion into a B2B sales channel.

With the new customer portal, Roto FTT is driving digitalization further and consolidating its position as one of the world market leaders in its industry.

About Roto Frank Fenster- und Türtechnologie GmbH

Roto Frank Fenster- und Türtechnologie GmbH (Roto FTT) develops, manufactures and markets hardware technologies for all window opening types and frame materials as well as for house, apartment and side entrance doors. With around 4,000 employees globally, it is among other things the global market leader in tilt-tilt fittings. Roto window and door technology includes 18 production plants, more than 30 distribution companies with further exclusive trading partners and 31 logistics distribution centers.

Do you have any questions?

Dr. Cornelia Mossal

Corporate Communication

+49 35 1 - 28 20 - 0
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