How Deli Home enhances customer interactivity with SAP CX Suite

DIY manufacturer and retailer Deli Home chose SAP CX Sales & Service Cloud to drive interactivity across multiple channels.

To enhance customer experience, the company needed a cloud-based Sales & Service solution that would seamlessly integrate with its SAP ERP and connect all its retail outlets throughout the region. They teamed up with Aiden for our combination of expertise, speed, and personalised service. Within just three months, they were ready to go live with SAP CX Sales & Service Cloud.

It all started a few years ago, when Deli Home adopted a new strategy of expanding its routes to market, targeting new markets and opening additional channels. That expansion brought the company’s brands into contact with new types of customers, which meant rethinking their sales processes and service offering. To deliver an optimal experience to each target group, Deli Home’s customer-facing departments (like customer support, sales and merchandising) needed deeper insights into their customers and their needs. Soon, it became clear that they would need to upgrade their IT ecosystem to incorporate the right tooling. Their goal was to implement a future-proof solution that also offered smooth integration with their existing SAP ERP. That solution was SAP CX Sales & Service Cloud. It offers them a 360-degree view of their customers and full visibility across the customer journey. It also helps drive sales by enabling Deli Home’s teams to manage leads and opportunities more effectively, and track metrics for their sales visits with customers.

Looking back on the implementation project, Tamar Pijl, Head of Sales at Deli Home, says:

‘From day one, our plan was to implement fast and then gradually expand the system. We wanted to put a firm foundation in place for our sales teams, which we could then build upon. SAP CX Sales & Service Cloud has already given us so much more visibility into our customer base, which helps us as a supplier to offer the right service and add more value as a trusted partner. The collaboration and speed that Aiden offered us were spot-on. It was a tight deadline, so their hands-on approach and out-of-the-box thinking made all the difference.’

To meet the three-month deadline, Aiden helped Deli Home develop a phased implementation strategy. We also created a Shared Service Centre and held interactive workshops to come up with a clear implementation roadmap. These activities helped us to ensure alignment throughout the process, so we didn’t encounter any unnecessary delays during the crucial implementation and testing phases.

Ruben van Soest, SAP CX Team Lead at Aiden says:

‘As an IT partner, we love it when our work makes a positive impact fast. SAP CX Sales & Service Cloud gives Deli Home a detailed view of how many customer interactions are taking place through which channels. It also offers them a consistent workflow for their sales reps and enables them to respond faster to customer queries and track key metrics for customer visits. We’re excited to be continuing our partnership with Deli Home, and that we’ll be taking the next step with them: implementing the SAP Field Service Management solution.’