Franke Home Solutions: Providing efficient online purchasing experiences for resellers
Explore Franke Home Solutions’ journey with SAP
Franke Home Solutions, a division of Franke Group, is one of the most renowned brands for kitchen equipment in private households worldwide. To provide its resellers with a smooth digital purchasing experience and the information they need to close sales, the manufacturer introduced an online ordering portal based on the SAP Commerce Cloud solution.
| Industry | Region | Company Size | Partner |
| Cross-industry – mill products and mining | Aarburg, Switzerland (headquarters) | 8,130 employees worldwide | Spadoom AG |
products with full details available through the e-commerce portal.
countries in which the portal is currently live.
source of truth about transaction information.
Head of Technical Architecture and Operations, Franke Group
Providing reseller partners with a single online sales portal
Franke Home Solutions, a division of Franke Group, is the world’s leading provider of intelligent systems and integrated solutions for residential kitchens, combining exclusive design with Swiss quality and full-potential functionality to enable better living.
To make it easier to do business with Franke Home Solutions, the division wanted to digitalize the customer journey. It wanted to provide reseller partners with inspiration, consistent information, and automated purchasing processes to boost sales and reduce manual work – all in one place.
Resellers in different countries worked from different product data sources, and while the division already offered online customer portals in some regions, these portals had multiple and diverse operating models. To harmonize global e-commerce processes and establish a single source for product information, Franke Home Solutions decided to create a single, global online sales portal for retailers, kitchen studios, and project developers.
Integrating global e-commerce processes
Franke Home Solutions began a thorough evaluation process of available e-commerce solutions. Impressed by its comprehensive functionality and tight integration with the existing SAP landscape, the division selected the SAP Commerce Cloud solution.
Customer experience specialist and SAP partner Spadoom AG helped the division develop a business-to-business portal based on SAP Commerce Cloud and implement it across 11 countries. In addition, the team used the solution to develop a business-to-consumer Web site for accessories and spares, which it deployed in six countries.
Integrated with SAP Commerce Cloud is the SAP Product Content Management solution, which populates the sales portal with consistent, accurate, and detailed information about the division’s products. In addition, SAP Commerce Cloud integrates with the division’s SAP ERP application, delivering real-time updates on product availability and order information. Through an additional interface to the SAP Sales Cloud solution, access to customer relationship management data and ticketing information is made available to the customer by means of a user-friendly UI.
Growing sales by helping resellers better manage their business
The sales portal provides a smooth user experience and efficient sales support at each stage of the resellers’ purchasing journey. It provides a single source of consistent and accurate information on Franke Home Solutions’ products, improving the ease of doing business with the division and helping reseller sales teams excel at their job.
As well as enabling a smooth, digitalized ordering process, the portal provides real-time information on delivery timings. This helps resellers manage their business more efficiently and deliver better service to their customers.
For Franke Home Solutions, the elimination of paperwork due to the digitalization of sales processes and the provision of self-service functionality for resellers has significantly improved operational efficiency. Meanwhile, a marked reduction in incoming phone inquiries saves time for sales and service personnel, enabling them to focus on other tasks. What’s more, with all order information in one place, Franke Home Solutions can monitor and analyze product sales to gain insights into customer preferences, helping the division shape future sales and promotional strategies.
Rolling out additional functionality to enhance the customer journey
With the sales portal in place, Franke Home Solutions is now focusing on increasing adoption by encouraging resellers to switch to placing their orders through it. In this way, it can reduce incoming calls to salespeople, cutting time and cost.
Franke Home Solutions also plans to run design thinking workshops to explore capabilities offered by SAP Commerce Cloud that have not yet been used by the division. Areas under consideration include deployment of promotions functionality as well as leveraging integration with SAP Product Content Management to provide suggestions of similar products when an item is out of stock. In addition, the division plans to extend its rollout of the sales portal to additional countries.
Featured partner
Experienced in bringing digital client experience to the cloud, Spadoom AG provides clients with digital capabilities that deliver transformative customer experiences. The company works closely with businesses to help build profitable, long-lasting customer relationships.