Press Release
Jena/Weiherhammer – BHS Corrugated, a leading solution provider in the corrugated cardboard industry, has implemented a digital customer service portal together with the digital agency dotSource. Customers worldwide can now submit service requests around the clock and track their processing status in real time. The new portal improves communication and user experience, saves time and reduces errors, which significantly increases customer service quality and shortens processing times.
For many years, dotSource has been supporting BHS Corrugated in digitalising its processes. Since 2018, BHS Corrugated has been working with external partners to drive the development of the pioneering digital experience platform iCorr® based on SAP Commerce. To digitalise customer service processes and create synergies between the e-commerce platform and the internal service management system, BHS Corrugated once again turned to dotSource in autumn 2022.
Efficient and Transparent: Redefined Customer Service
Previously, customer enquiries were made by e-mail, phone or fax and then manually transferred to SAP Service Cloud by BHS Corrugated employees using a ticket. This time-consuming process was inefficient, as both the verbal communication and the manual entry of machine data were prone to errors.
In the new self-service portal, customers can create tickets independently, track their processing status in real time and specify their enquiries with images – available around the clock and without being dependent on the phone hotline. Clear, written communication and the automatic transfer of customer and machine data simplifies the service process and reduces errors. Digital access relieves the burden on customer service staff by giving them more time for substantive work.
Agile Development and Successful Collaboration
In January 2024, the first version of the customer service portal went live for a selected group of customers. Customer feedback is continuously incorporated into improvements and new features so that further development is precisely tailored to user needs.
»Working with dotSource is truly fantastic. Together we have already implemented many successful projects. I am all the more delighted that our next digital product is now available, making numerous tasks easier for our customers and employees, while optimising and digitalising process steps,« Roman Swiderski, Team Leader eBusiness at BHS Corrugated, comments on the project.
The project shows how flexibly modern e-commerce systems can be used. Instead of investing in expensive new software, the existing SAP Commerce infrastructure was strategically enhanced. As a result, BHS Corrugated reduces costs and increases customer satisfaction at the same time. According to initial feedback, customers appreciate the transparent, easy-to-use solution that allows them to manage the service process independently.
Moreover, a single sign-on is set to be implemented. The user base will then be gradually expanded and both the portal and the iCorr® e-commerce platform will be continuously optimised.
About BHS Corrugated
BHS Corrugated Maschinen- und Anlagenbau GmbH has more than 3,400 employees at its headquarters in Weiherhammer, Germany, and is present in over 20 countries worldwide. It is the leading solution provider in the corrugated board industry. As a lifecycle partner, the company offers a comprehensive range of products and services – from development and production, installation and maintenance to innovative service solutions in the areas of corrugating rolls, individual machines, complete corrugated board plants, Industry 4.0, logistics and single-pass inkjet digital printing.
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