Amac takes the next step in optimising customer experience

To ensure an optimal customer experience while also streamlining its operations, Amac is using the SAP Business One ERP system along with an integrated service portal. This system allows Amac to keep track of customer queries, manage inventory, and handle payments efficiently.

As the business continues to grow, its needs continually evolve. This led Amac to a decision to upgrade its existing IT ecosystem. They turned to Aiden for help migrating to Fixably, a service portal designed specifically for tech service providers. In addition to integrating Fixably into SAP Business One, we also supported them in upgrading their Magento e-commerce platform. All these solutions combined put Amac in a better position to support its rapidly growing business.

Optimising CX with Fixably

Fixably is a Finland-based SaaS supplier that has developed a portal specifically for the needs of Apple service providers who offer repairs, refurbishment and after-sales support. This new platform has given Amac a wide range of new features, like easy service-order tracking, payment management, logistics monitoring, and automated customer communications.
One of the major benefits is that Amac now has a single system for managing service requests every step of the way. Fixably also enables Amac to easily document information related to its repairs, services, and reverse logistics, including uploading photos of the products. At the same time, customers can easily use the platform to find out the status of their service request in real time, ensuring a smooth, transparent customer experience.

Advanced B2B features with Magento 2

To improve CX for its business customers, Amac also decided to optimise its e-commerce environment by upgrading to Magento 2. This is a powerful e-commerce platform that includes advanced features for inventory management, cross-sellings, and pricing. It also allows Amac to automate many of its processes related to price quoting and order management. One of its key features enables Amac to create business accounts with various roles and permissions. This means B2B customers can authorise certain employees to place orders, which can then be automatically sent to their managers for approval, if necessary.

The new Magento 2 environment also includes personalised customer portals where customers can review quotes and invoices and then directly approve or pay them. In the past, Amac’s staff had to enter quotes manually into the ERP system. Now, this process is fully automated. This saves time while also minimising the risk of errors and enabling Amac’s team members to devote more time to building stronger customer relations.

Amac and Aiden: A long-term partnership

Amac has been collaborating with Aiden for years, knowing they could always rely on our deep expertise in SAP Business One, SAP Cloud Platform Integration (CPI), and SAP Service Layer. With our process knowledge and experience, we ensured a seamless integration between SAP Business One, Fixably, and Magento 2

Paul Stiekema, Head of IT at Amac said:

‘These successful integrations give us a firm foundation for our future growth and ongoing digital transformation. The new platforms enable us to offer a much better customer experience. They also help us work much more efficiently. And best of all, they give us the ability to keep expanding and optimising in the future. The team at Aiden are our go-to experts on system integrations between different platforms and applications. With their help, we can keep integrating new portals and applications in the future to make our systems work together even more efficiently.’

Aico Biewenga, Business Unit Director for SAP Business One at Aiden said:

‘We’re proud to be supporting Amac in its digital transformation, which is really focused on optimising operations and adopting innovative IT solutions designed specifically for their industry. The work we did on this project is helping Amac improve its customer services even further, while also staying focused on innovation. This is the value we bring as a partner. We adapt and continuously respond to the changing needs of both Amac and the market.’