PILLER: Integrating sales, service, and marketing for smoother customer experiences
Explore PILLER’s journey with SAP
PILLER Blowers & Compressors GmbH wanted to share information and optimize business processes across its sales, service, and marketing activities. Combining SAP Customer Experience solutions and the SAP Field Service Management mobile app with SAP S/4HANA is delivering real-time data for integrated processes.
| Industry | Region | Company Size | Partners |
| Industrial manufacturing | Moringen, Germany | 480 employees | FIS Informationssysteme und Consulting GmbH and IBsolution GmbH |
view of customers worldwide in real time.
less paper with digital processes.
reduction in effort by using digital processes.
CIO, PILLER Blowers & Compressors GmbH
Moving from manual processes to integrated activities
At PILLER, different departments were using their own IT solutions. The service department had manual processes, such as Microsoft Excel spreadsheets, to dispatch service technicians. The technicians, in turn, were logging into a central server to retrieve data and recording customer support by e-mails and conversations.
The sales department had a basic access environment due to custom-made products with individual serial numbers. There was no master data, while tailored sales quotes were done on paper, posing challenges for data updating and quality. The marketing department was conducting its business, like capturing trade-fair leads or planning and executing campaigns, by hand and with spreadsheets. All of these manual activities were time intensive and prone to human error.
To enable the marketing, sales, and service teams to perform to the best of their abilities, PILLER wanted solutions that allowed it to share important information. It wished to harmonize all customer-related processes, from initial contact and order management to delivery of spare parts and follow-up.
SAP Inhouse Consultant Lead to Cash, PILLER Blowers & Compressors GmbH
Adopting cloud solutions to achieve innovative customer service
PILLER employed the SAP Sales Cloud solution to address the needs of its sales team and integrate functionalities, such as managing quotes and orders, in one place. The solution offers a search capability and a modern, intuitive user interface.
The company is using the SAP Field Service Management mobile app to create service tickets, with product serial numbers and metadata, which are the single point of customer contact. Integrating this mobile app with the SAP Service Cloud solution enables technicians to receive service ticket information on an Apple iPad so they have everything they need to carry out their work. This also translates to good customer support.
By deploying the SAP Marketing Cloud solution and integrating it with SAP Sales Cloud, PILLER now proactively shares data, such as service tickets, lead opportunities, and customer contacts, between the sales and marketing teams. This lets the company contact a customer with a warranty option or service cost reduction, for example.
PILLER has now integrated the three SAP Customer Experience solutions for sales, service, and marketing and SAP Field Service Management with SAP S/4HANA, the company’s ERP software.
PILLER partnered with FIS Informationssysteme und Consulting GmbH to gain advice about new functionalities and implementation support, while IBsolution provided guidance with leveraging the potential in terms of business transformation and digitization.
Gaining comprehensive customer visibility with integrated solutions
The major advantage in connecting SAP Customer Experience, SAP Field Service Management, and SAP S/4HANA is that real-time data is available across all of these solutions. While master data, such as for a new product, customer, or material, is entered and kept in SAP S/4HANA as the core software, it’s automatically pushed into the other integrated solutions.
This is helping PILLER deliver highly efficient and innovative customer service and business models. The company gains a comprehensive view of worldwide customers in real time while interacting with them at each stage of their journey in a targeted manner.
There are now customer-related processes across departments, sites, and systems as well as consistent communication throughout the company, thanks to standardized forms and templates. The business is a chieving agile sales with faster response times and better allocation of target groups. It’s also making decisions for customer management base d on facts and analysis.
Rolling out customer-centric solutions
The integration of the SAP Field Service Management mobile app with SAP Service Cloud is presently being piloted with three service technicians and garnering positive feedback so far. PILLER plans to bring 12 more technicians on board in due course.
The company intends to roll out SAP Sales Cloud to other global business divisions, starting with China and the United States followed by Singapore and India. This will allow the sales team in Germany to send orders directly to end customers wherever they are and help ensure they have the correct details, such as serial numbers for spare machine parts.
Featured partners
Together, FIS and Medienwerft – two companies of the FIS Group and certified SAP partners – cover the entire range of SAP Customer Experience. They offer the all-in-one package for marketing, sales and distribution, service, and e-commerce: from consulting, conception, and design to technical implementation.
IBsolution offers management and technology consulting, specializing in SAP software. It advises in areas such as ERP, data and analytics, cybersecurity, customer experience, and digitalization.