Farys provides various services in the public domain in Belgium. Think of drinking water distribution, transport and purification, and the management of sports facilities on behalf of cities and municipalities. For local governments and other organizations, Farys is the partner in public procurement. For this specific service, Farys has optimized the customer experience in ordering products and services by implementing the SAP CX-suite, with Commerce Cloud as a recent addition. This has helped create a future-oriented and user-friendly ordering platform for their customers, resulting in increased orders and improved customer satisfaction.
A customer-focused and integrated ordering platform
For several years, Farys has had an ordering platform, CREAT, for local governments and other organizations bound by public procurement legislation. This includes municipalities, hospitals, and school groups. The products they offer range from road salt to office supplies and hospital beds. Farys aims to support their customers with this platform in the procurement process and offer economies of scale. What did they need help with? Making the platform more customer-oriented and integrating it with SAP S/4HANA to make it future-ready. That's why, in addition to Sales Cloud, they have now added Commerce Cloud to their SAP CX-suite.
Collaborating on creative solutions
“The biggest challenge for us was integrating the different systems because we were dealing with complex business processes that didn't fit into SAP's standard integrations,” explains Inge Opreel, ICT Director at Farys. “To help us with this, we collaborated with various partners: Acorel, CapGemini, Elision, and SAP architects. Together, they helped us think outside the box, resulting in a customer-focused and future-oriented ordering platform.”
More orders and higher customer satisfaction
What does this customer- and future-focused platform bring to Farys? Opreel: “Year after year, the number of customers and orders grows. The new solution provides better support for this growth and further expansion. Our back office and sales team employees also automatically have visibility into each other's customer data, enhancing customer orientation.” Additionally, Farys notices that they receive different types of customer inquiries. Opreel: “This is because the platform is now much more user-friendly and offers more self-service options. As a result, the processing times have shortened, and our customer satisfaction has increased.”
Continuing to improve customer experience with Acorel
The implementation of the CX-suite at Farys has been successful, but that doesn't mean the collaboration ends. Opreel: “We were so satisfied with the smooth collaboration with Acorel that we decided to entrust the support of the entire CX-suite to Acorel. This means we currently have only one partner with whom we can discuss everything, making it clear for us. This service is also easy to scale up and down, giving us a lot of flexibility.”
