Transform your customer service with data, self-service and AI.

The trend towards digital self-service in the B2B sector reflects a profound change in customer expectations, which coincides with increasing cost pressure in sales. The following phenomena can be observed:

Traditional sales models are reaching their limits: 80% of B2B decision makers prefer remote interactions or digital self-service (McKinsey, 2022)

• Customer demand for empowerment and efficiency: 59% of B2B decision-makers do not want to speak to a salesperson on first contact (Lünendonk, 2020).

• Demographic change: 55% of B2B decision makers are under the age of 40, a generation that has grown up with digital tools and has high expectations for the customer experience.

• High sales cost pressures: Companies must increasingly rely on more efficient, digital solutions to remain competitive.

As a strategic partner, we offer comprehensive support in the consulting and implementation of customized customer portals based on leading platforms such as Salesforce Experience Cloud or Spryker CommerceOS. Particularly in the B2B sector, where requirements such as account management, rights and role concepts, and complex buyer journeys play a central role, we ensure real added value with our B2B expertise and end-to-end offering. Three of our key services are

• Service Consulting: In-depth analysis and customized strategies that address a B2B company's specific service needs, including account management and rights and roles.

• Platform Development: Technical implementation of developed concepts into powerful, scalable solutions that address complex B2B buyer journeys.

• System Integration: Seamless connection of all existing systems to ensure smooth and efficient use of the new platform and to optimize the entire B2B process.

Our Service Tool Stack offers companies customized solutions to optimize their customer service processes and improve the customer experience. Particularly noteworthy are the Salesforce Service Cloud and the Salesforce Experience Cloud. The Service Cloud enables companies to efficiently process inquiries and complaints by providing comprehensive 360-degree views of customer history and automated workflows. The Experience Cloud complements this by creating personalized portals and communities that customers can use to access information or get support independently. These tools are ideal for companies that want to digitize their service processes while increasing customer satisfaction.

In the area of after-sales portals, the boundaries between commerce and service are increasingly blurring. When it comes to repeat orders or spare parts, many companies are turning to commerce frameworks such as emporix or Spryker. These solutions enable seamless integration of ordering and service processes, providing customers with a consistent and smooth customer experience.

It is critical to have a partner who can respond flexibly to your needs. Our engagement types fit seamlessly into your structure and provide the support you need. Whether it is inspiration, piloting, transformation or outsourcing, we adapt our services and work closely with you to achieve your goals. We strive for long-term partnerships and provide ongoing support along the way. Our engagement types include

• Inspiration: We work with your team to develop initial approaches that take advantage of current trends and best practices in digital corporate communications.

• Safari: A multi-day deep dive into a specific topic, providing in-depth insights and actionable recommendations.

• Pilot: We help you pilot new communication strategies or technologies to test their effectiveness.

• Transformation: We design holistic programs that leverage your internal capabilities and service providers to support a comprehensive transformation.

• Retainer (Business Process Outsourcing): As a long-term partner, we take over the ongoing planning, management, implementation and optimization of your digital communications strategies, allowing you to focus on your core business.

• Interim roles: Whether it's a BDR for lead generation or a Salesforce administrator, we're happy to provide our experts in interim roles to help you manage the transformation.

Meusburger Georg GmbH & Co KG, a global market leader and manufacturer of standard elements for tool and mold making, serves more than 24,000 customers worldwide. As part of the replatforming project, the system landscape was redesigned to create a seamless customer experience. A key objective was to integrate the customer account, web shop, website and configurators into a single front end to set a new standard in B2B commerce.

A special focus was placed on improving customer service by introducing modern digital services. In addition to complaint management, CAD integration, and document management, quote management and shipment tracking have been integrated. These advanced features enable customers to obtain quotes quickly and transparently and track the status of their orders in real time. The result is a significant increase in efficiency and customer satisfaction.

Seamless integration with Microsoft Dynamics CRM and inforLN as the ERP system provided the basis for efficient management and processing of all customer and order data. This created a centralized, unified data source that ensures smooth processing and continuous improvement of service processes.

Nanoscribe sets new standards in precision technology with its high-quality 3D printers and microfabrication solutions designed specifically for the needs of research and industry. As a leading provider of high-precision 3D printing systems for microfabrication, Nanoscribe offers innovative systems that enable the production of structures in the sub-micrometer range and significantly simplify complex processes in science and industry.

As Nanoscribe became part of the BICO Group and customer requirements became more complex, the company was faced with the challenge of efficiently linking different systems and optimizing customer service. Together, we seamlessly integrated their existing ERP and CRM systems and implemented the Salesforce Service Cloud. This enabled the company to centralize customer data, automate case management, and implement a customer portal that provides easy access to support tickets, contracts, and key interactions.

As a result, Nanoscribe was able to improve customer communication, streamline the sales process, and lay the foundation for future growth with a scalable system.