Eberspächer introduces innovative B2B self-service portal

Challenge

Overcoming data chaos and outdated B2B interactions

Eberspächer encountered significant hurdles due to its scattered product data and an outdated customer service approach, heavily dependent on print catalogs. This reliance on traditional methods not only slowed down the introduction of new products but also made the warranty claim process laborious and inefficient.

Additionally, the absence of a digital platform for business-to-business (B2B) interactions severely limited the company’s ability to provide prompt and effective customer service. Plus: It also prevented Eberspächer from gaining crucial insights through lead tracking. The need for a modern solution to streamline these processes and enhance the overall customer experience was clear and urgent.

Results

Efficient workflows and new digital sales channel

The implementation of the PIM/DAM system and B2B portal led to improved data management, enabling Eberspächer to offer exceptional product data quality and adopt full technology ownership. It provides over 50,000 B2B customers with efficient self-service options, significantly reducing reliance on traditional customer service over the phone. Additionally, the development of an international B2B e-commerce platform for 77 countries modernized the buying process, contributing substantially to the company’s total revenue.