KASHIWAGIKOUKI: Improving CX with more robust sales software
Explore KASHIWAGIKOUKI’s journey with SAP
KASHIWAGIKOUKI CO. LTD. is a specialized wholesaler of machine tools. The company needed to improve sales operations to compete in today’s marketplace. With the SAP Commerce Cloud solution, they improved sales productivity and customer satisfaction. Now, KASHIWAGIKOUKI has a solution that facilitates future growth.
| Industry | Region | Company Size |
| Wholesale distribution | Tokyo, Japan | 70 employees |
increase in inside sales efficiency.
remotely.*
*Except logistics division
CEO, KASHIWAGIKOUKI CO. LTD.
Improving the labor-intensive sales process
Founded in 1916, KASHIWAGIKOUKI CO. LTD. has a long history in Japan’s wholesale distribution and trading industry as a specialized wholesaler of machine tools. The company handles more than 300,000 mechanical tools and products used in places like factories, research laboratories, and construction sites. Although KASHIWAGIKOUKI had built close relationships with its customers through its sales representatives, the sales process was highly manual, with one-on-one calls and many orders still being placed by fax. The inefficiencies in its sales processes were slowing the company down and preventing it from meeting its growth targets. In addition to increasing efficiency, KASHIWAGIKOUKI wanted to better understand buyer behavior, cater to the needs of different buyer segments, and increase revenue.
Reforming sales operations with help from SAP solutions
KASHIWAGIKOUKI decided to implement a solution that would enable it to surface new sales opportunities while improving the customer and sales team experience. With the support of SAP, KASHIWAGIKOUKI deployed the SAP Commerce Cloud solution, part of the cloud-based SAP Customer Experience (SAP CX) portfolio.
A key feature of SAP Commerce Cloud for KASHIWAGIKOUKI was its 24x7 support for omnichannel interactions on a customer’s device of choice. The solution not only helps with product content and order management but also allows for more-personalized customer experiences.
After implementing SAP Commerce Cloud, the company saw a 110% increase in revenue compared with 2018 and a 30% increase in sales operations efficiency. By tracking all customer data in one solution, the sales team was able to make better decisions based on buyer behavior.
The new efficiencies also allowed KASHIWAGIKOUKI to downsize the inside sales team and support work from anywhere. Sales representatives now focus on being more consultative with customer preferences data. SAP Commerce Cloud enabled this business model transformation.
CEO, KASHIWAGIKOUKI CO. LTD.
Growing and scaling with new sales efficiencies
SAP Commerce Cloud helps KASHIWAGIKOUKI more efficiently serve customers, grow revenue, and differentiate itself in a competitive industry. The move to SAP Commerce Cloud has reduced the company’s reliance on paper and mailings, which significantly contributes to its sustainability goals, and the data from the SAP ERP application has helped shorten the sales cycle.
As a result of improving sales efficiencies, the company has increased customer satisfaction. Pricing updates, invoicing, reordering, and delivery notes are now seamless. Customers can depend on the updated product information on the Web site and need to call their sales representatives only for advice rather than for processing standard orders. The company also added new services such as product maintenance and consulting.
The investment KASHIWAGIKOUKI made in digitalization allows the company to scale and compete with larger companies. Because of its new capabilities, the company is on a fast growth track, with plans to double its productivity.
CEO, KASHIWAGIKOUKI CO. LTD.
Want to know more about KASHIWAGIKOUKI?
“Management Reform Through ERP” (SAP Japan business book)