STAUFF Delivers Customer-centricity by Simplifying the Online Buying Journey with a Self-service Portal
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Launched in
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Real-time management
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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.
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 their customer service chatbots with AI functions to provide instant answers to customers while minimizing repetitive and manual work for their team.
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.
“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.”
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.