Oliehoorn is getting to know its B2B customers better than ever with SAP CX

Aiden helped Oliehoorn seamlessly integrate CX solutions SAP Sales Cloud and SAP Service Cloud into its SAP Business One ERP

They chose Aiden as their IT partner for the project because we know how to provide end-to-end implementation support for SAP CX platforms, from planning to development and integration.

Part of Oliehoorn’s long-term strategy was to gain deeper insights into its customers, which include cafes, gastro-pubs and restaurants throughout the Netherlands. Their goal was to be able to align their production with customers’ needs more effectively by understanding which sauces were selling in which locations and at which times. Since these insights are not available through wholesalers’ sales figures alone, the company needed new tools that would enable them to base sales forecasts on real-time market insights instead of last year’s sales performance.

Phased implementation for fast results

Oliehoorn decided to take a phased implementation approach. Step one was to develop a minimal viable product (MVP). We migrated data from the old CRM system to the new SAP solution. This led to immediate improvements for Oliehoorn, including a more intuitive user experience, a 360-degree customer view, and richer insights into the B2B customers who buy their products.

Another goal was to improve the way Oliehoorn keeps track of its sales visits to customers. They wanted to make these activities easier to track and analyse, while also enabling their field sales reps to create accurate sales forecasts amongst (potential) customers based on relevant KPIs. To make this possible, the new CRM system includes standardised workflows with user-friendly features (like multiple-choice questions) that make it easier to fill in the necessary data. The output from these workflows is then displayed in dashboards that visualise the sales forecast. This approach enables Oliehoorn to proactively spot new opportunities and challenges, so they can continually fine tune their sales activities.

One key advantage of SAP CX solutions for Oliehoorn is that they can be used on multiple device types (including tablets) and they are available both online and offline. This makes it easier for Oliehoorn’s field service reps to seamlessly share information with their colleagues back in the office.

Yuri van der Sluijs, Key Account Manager for Industrial & Food Service at Oliehoorn, says:

‘This project has given us a CRM system that’s ready for the future. Now, we’re working to create an even more automated process for inputting opportunities into the system. This will involve using even more standardised workflows, where the SAP Sales Cloud guides our sales team members through the process. After we’ve completed that, we’re going to start focusing on implementing SAP Service Cloud for our customer support department.’

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

‘During this project, Aiden helped implement multiple solutions: SAP Sales Cloud, SAP Service Cloud, and Aiden Connect (formerly EYE), which is a cloud-based middleware platform. By implementing Aiden Connect, we provided a detailed template for seamlessly integrating SAP CX solutions with SAP Business One. We took complete charge of the implementation process to make the process as smooth and easy as possible and to deliver an end-to-end integration experience for Oliehoorn.’