STAUFF Delivers Customer-centricity by Simplifying the Online Buying Journey with a Self-service Portal

A person with gray hair and glasses, wearing a Stauff plaid shirt, is seated at a desk working on a computer. The computer screen displays a data management software interface.

Live in

12
countries

Launched in

<6
months

Real-time management

50,000+
products

Annual revenue

315M
euros

Summary

Streamlining a complex buying experience with self-service capabilities

With over 50,000 components, STAUFF required a flexible e-commerce set-up that would simplify their complex buying journey and enable more digital sales channels, all to serve the heightened expectations of their B2B customer base. To unlock customer loyalty, they built a self-service portal that smooths over the procurement and aftersales process. By providing direct access to show data from multiple systems through Kanban Monitor, facilitate data visualization through a KPI dashboard, and support complex quoting, this portal gives their customers autonomy in the B2B buying journey—while still offering human support through Live Chat and contact forms.

A legacy company leads digital transformation in hydraulic manufacturing

STAUFF is a leading international manufacturer of hydraulic components and ready-to-install hydraulic lines. A family-owned business with a more than 80-year history, STAUFF was one of the first manufacturers to offer digital touchpoints to B2B customers in 2010. Since then, they have continued to go beyond market standards to provide an industry-leading buying experience centered around their customers.

Industry: Manufacturing

Headquarter: Germany

Business Model: B2B Commerce

Challenge

Overcoming digital commerce limitations in search of a flexible solution

Limited by the rigidity of their previous e-commerce solution, STAUFF identified the need for a more scalable platform with the flexibility to incorporate a variety of touchpoints—such as their existing web store, corporate website, and various databases—into one streamlined customer experience. Focused on creating user-centric value, they sought a customizable solution enabling unique use cases and capabilities like a self-service portal to empower customers with more efficient buying and customer support. They also prioritized a platform that offers functionalities for scaling quickly and that can be seamlessly integrated into their established tech stack.

A computer monitor on a desk displays the STAUFF website with images and German text. Geometric graphic elements are in the background.

Solution

From fragmented to customer-centric with a self-service portal and AI-driven customer service

In less than 6 months, STAUFF successfully re-launched their digital commerce platform to provide their customers with a seamless buying journey, increasing customer satisfaction substantially. Incorporating a self-service portal into the aftersales experience enables customers to manage orders with track and trace information, documentation such as delivery notes, and real-time information on delivery dates—all in one place. To further serve the complex needs of their customers, STAUFF also offers bulk ordering with advanced customization, including defined delivery for single products, upload of CSV for bulk orders, account and access management for procurement departments, and more. Always at the forefront of innovation, they’ve also infused AI to automate translation processes into different languages as well as close gaps in the product data. This helps to make it more convenient for customers to identify the correct product and to support their search engine viability.

Warehouse interior showing tall shelves filled with stacked goods and pallets, including STAUFF products, with a clear central aisle for movement. Geometric design elements decorate the background.

Partner

Digital transformation enabled by Spryker and diva-e

As part of Spryker’s partner ecosystem, diva-e supported STAUFF with business ideation and evaluation, while Spryker provided the technology that enabled this transformation from an offline-influenced sales model into a seamless digital experience.

A geometric graphic displaying the Spryker, STAUFF, and divae CONCLUSION logos on a green gradient background with abstract dotted square elements.

“We wanted to go beyond the market standard, not just offering a polished e-shop. Our goal was to achieve a one-stop shopping experience for our customers, and Spryker delivered on our promise.”

— Dr. Mark Wever, Global Chief Digital Officer, STAUFF

Gartner reviewers rate us 4.4 out of 5

Read Reviews

Result

B2C-like experience increases orders and customer satisfaction

Within less than six months, STAUFF relaunched their digital commerce platform successfully. It now addresses all customer needs by offering a customer-centric one-stop shop experience inspired by B2C buyers’ journeys. Internal reporting shows that the offering is well-received and there is a substantial increase in orders and customer satisfaction.

STAUFF delivers customer-centricity with self-service | Spryker