Seamless Dealer and Customer Engagement via Integrated Portals
Share Story
Headquarters
- Switzerland
Business Size
- Enterprise
Industry
- Industrial Manufacturing, Distribution
Technologies
The Client
The company is a global leader in manufacturing and distributing conveyor belts. To strengthen relationships with dealers and end customers, they wanted to create a single platform for ordering, service requests, and accessing product data. This was integrated into their SAP and CRM systems.
Challenges Faced
- The company’s dealer network did not have digital access to product data and order history.
- Dealers were without a self-service portal for tracking orders or inquiries.
- End customers depended on manual communication for support.
- There was no connection between the CRM and customer order history.
- The SAP system was not directly available to external partners.
- There were frequent delays in the inquiry-to-quote process.
- Sales and service requests were managed by email.
- Data was inconsistent across different portals and backend systems.
- Technical documents were hard to search for partners.
- There were no real-time checks for product availability.
- Managers had limited visibility into the pipeline and ticket aging
Ambit’s Solution
- Ambit created PHP-MySQL based portals connected with SAP and SugarCRM for better partner service.
- Built dealer and customer portals with ultra safe logins and role-based access.
- Order history, RFQs, and technical documents were integrated.
- Real-time order updates synced from SAP to the portal.
- An embedded ticketing system linked to the SugarCRM service module was added.
- A searchable product catalog and documentation were included.
- An automated notification system was set up for order stages and ticket replies.
- Access to inventory status and order tracking was provided.
- The UI was designed to be mobile-friendly and responsive.
- An admin panel allowed role configuration and usage monitoring.
- An analytics dashboard tracked portal usage and support volumes.
Results Achieved
- The portals enhanced the partner experience and improved internal process efficiency.
- 80% of dealer interactions moved to self-service.
- There was a significant drop in support emails and calls.
- Order cycles became faster due to integrated tracking.
- Data consistency across systems improved.
- Transparency and trust with partners increased.
Conclusion
Ambit’s partner portal strategy helped the client digitize its distribution model. This empowered dealers and customers with real-time access to essential processes and support.