"All products and services we offer are aimed at completely unburdening our customers. To fulfill this mission, a 360-degree customer view is essential."

Providing not only a pleasant, but also a personalized customer experience. This is not a given when offering more than 400,000 products to over 70,000 customers. Fabory took another important step in that direction with SAP Cloud for Customer (C4C). SAP specialist Acorel guides them in this digital transformation.

Innovative and reliable fastening solutions

Fabory, a specialist in providing high-quality fastening materials, serves a diverse customer base, from multinationals to smaller businesses in sectors such as wind energy, truck and trailer coach, and petrochemicals. They combine in-depth technical expertise with cutting-edge, technology-driven supply chain solutions, ensuring unparalleled reliability and safety.

An advanced CRM system, consistently used by all departments, is a critical prerequisite for successfully serving a broad customer portfolio. In 2023, Fabory took a significant step by upgrading the CRM system to SAP Cloud for Customer.

“A good start is half the battle. Before Fabory and Acorel started the actual implementation, we first carefully mapped out the business processes together and defined the requirements (user stories). This thorough preparation greatly helped in managing the scope, the associated budget, and led to a successful adoption of the new way of working with SAP Cloud for Customer."

Joost Goudriaan, Account Manager at Acorel

All customer data in one place

The introduction of SAP Cloud for Customer is a welcome addition but also an important foundation for optimizing the customer experience. 'The beauty of SAP Cloud for Customer is that we now have a place where all customer information comes together,' says Karin Raaijmakers, Manager Demand & Delivery at Fabory. 'Previously, each department worked on its own island, not all departments worked in the customer system. Now everything is integrated, from email, service tickets to invoicing system.'

In addition, C4C provides practical applications. Fabory records all interactions related to service requests and customer feedback. Roeland De Sonnaville, Business Development Director at Fabory, adds: 'We now see which customer has submitted which service request. We lacked this overview before, which brought about many inefficiencies. We are now able to respond much faster and better to customer needs and further optimize our processes.'

Completely unburdening the customer

The result speaks for itself. 'The goal was to stay as close to standard as possible, achieve fast performance, and capture Fabory's complexity in a relevant system. We also wanted to go live with more than 200 people, spread across 3 departments, in 2 countries simultaneously. Within schedule and budget, of course,' says Roeland. 'And we succeeded.'

The integration with existing SAP systems and sharing a database make Cloud for Customer a powerful tool for Fabory. 'This enables us to optimize the entire customer journey,' says Roeland. 'Every service we offer is designed to completely unburden our customers.'

Trust-based collaboration with Acorel

Acorel has been Fabory's SAP implementation partner since the beginning of the digital transformation. 'Acorel knows our organization inside and out, and their expertise in SAP is indispensable,' says Karin. 'Our collaboration is always open and transparent, which is essential when facing challenges together.' Acorel's approach, based on Agile methodologies, ensures a gradual rollout of functionalities, despite the complexity of the large-scale project. Karin emphasizes: 'The collaboration between Inside and Outside Sales is now much more efficient. Where we used to quickly pick up the phone, we now create a task in C4C, ensuring everything is documented immediately and expectations are clear.'