Lenzing’s customer portal receives award at SAP Forum
We have implemented an innovative customer portal for Lenzing AG, which has now been awarded the coveted SAP Quality Award in Silver. With this award, SAP honours the most successful projects every year. The Lenzing Group is a global manufacturer of fibres from wood as a raw material. The prize was awarded in the category ‘Innovation’ and presented on 10th September at this year’s SAP Forum in Vienna.
The customer portal is the long-awaited solution for Lenzing’s business-critical processes. Based on SAP Commerce, customers have direct access to important business processes and with a few clicks can, for example, submit product certifications or apply for the use of Lenzing brands. These processes were previously handled through PDF documents via e-mail channels. This resulted in a procedure which was very time consuming for both the customer and Lenzing, and manual handling also made it costly and affected customer satisfaction. The new portal is now completely customer focused to ensure fast and efficient processing and improve the end-to-end customer experience. When Lenzing AG recognised their need for the portal in 2017, we convinced them with our team of IT experts with technical SAP know-how as the ideal partners for the project. Based on the ten SAP quality principles, it was planned from the outset to use the functions of the SAP Commerce platform to make registration for corporate customers, the introduction of certifications, and applications for the use of the brand as quick and easy as possible.
Not only does the portal offer significant benefits to customers, it also reduces the administrative burden on Lenzing employees. Customer requirements are now imported directly into the CRM system without having to be copied from PDF forms as was previously the case. Prior to implementation, there was a two-month analysis phase when more than ten workshops took place to define the overall scope accurately and to map Lenzing’s business processes. Using this as a basis, an optimal solution based on SAP could be implemented. After this close and intensive collaboration, both partners are very pleased that the project has been recognised with an SAP Quality Award. Robert Canins, Commercial Business Process Architect and Project Manager at Lenzing, praises the platform:
“The portal is a state-of-the-art solution and an essential component in the implementation of our sCore TEN business strategy where customer focus is paramount. In a very short period, it has enabled us to position TENCEL ™ as the leading fibre brand for sustainable textiles in the global textile market, with more than 7,000 registered partners worldwide. Without this portal, this would have been impossible.”
The Lenzing Group stands for the ecologically responsible production of speciality fibres from the renewable raw material wood. With its innovative product and technology solutions, Lenzing is a partner of global textile and nonwoven manufacturers and the driver of numerous new developments.
The Lenzing Group’s high-quality fibres are the starting materials for a wide range of textile applications – from elegant women’s outerwear to versatile denim fabrics and high-performance sportswear. Because of their consistent high quality, as well as their biodegradability and compostability, Lenzing fibres are also ideal for use in hygiene products and for agricultural applications.
The business model of the Lenzing Group goes far beyond that of a traditional fibre manufacturer. Together with its customers and partners, it develops innovative products along the value chain that create added value for customers. The Lenzing Group strives for the efficient use and processing of all raw materials and offers solutions for the restructuring of the textile industry in the direction of recycling.