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Central customer portal for orders, services and customer interaction

Customer:Bürkert Fluid Control Systems
Industry:Industry | Fluid Technology

Bürkert is pursuing the clear goal of providing its customers with better digital support along the entire customer journey. With the My Bürkert customer portal, a central platform was created that bundles orders, offers and services and significantly simplifies the exchange between customer and company. P&M supported the design and implementation as a technological and strategic partner.

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Central self-service platform

Customers manage orders, offers, services and returns via a central entry point - clear, up-to-date and available at all times.
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Seamless system integration

Thanks to the direct connection to the SAP system, all information is available in real time. Media disruptions and manual queries are eliminated.
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Scalable digital customer experience

The headless architecture based on the Ibexa DXP creates a future-proof foundation for continuous expansions and new services.
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Challenges

Simple and user-centered mapping of complex processes

Bürkert was faced with the task of replacing an existing system with a central customer portal that clearly combines complex ordering, service and approval processes. Different customer types, individual workflows and the requirement for real-time data from the ERP had to be brought together in a solution that was both functionally powerful and intuitive to use.

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High complexity in the B2B environment

Different customer types, individual approval processes and complex order structures require flexible, clearly structured solutions.
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Replacement of existing systems

The new portal was to completely replace existing applications and at the same time offer new added value - without overwhelming users.
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Customer centricity across all touchpoints

Information, services and support should be conceived and implemented in line with customers' actual work processes.
Implementation

Scalable customer portal on a headless basis

Based on Ibexa DXP, P&M implemented a headless customer portal that integrates seamlessly into the website and online store and replaces existing systems. Thanks to a clear information architecture, sophisticated dashboards and a direct SAP connection, a central platform was created that supports customers throughout their real work processes and offers scope for future expansion.

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Intuitive dashboards & service focus

Individual dashboards give customers a quick overview of orders, service requests, returns and booked services. Feedback functions enable continuous improvement of the offering.

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Headless customer portal on Ibexa DXP

P&M implemented the customer portal as a headless commerce application, fully integrated into the website and online store. The architecture enables short paths, high performance and maximum expandability.

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End-to-end ordering and quotation processes

B2B buyers receive transparent information on order status, deliveries and invoices. Reorders, returns and quotation acceptances can be triggered directly from the portal.

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Support for approval and sales processes

Flexible watch lists, quotation functions and customer-specific areas support internal coordination on the customer side as well as Bürkert's field service in consulting and clarifying requirements.

Result

More transparency, less effort, greater satisfaction

With My Bürkert, Bürkert now has a central digital platform that intelligently combines purchasing, information and service. Customers benefit from clear processes, up-to-date data and a significantly improved user experience.

The customer portal is a key component of Bürkert's Digital Experience Platform and strengthens customer loyalty in the long term - through genuine simplification, high transparency and consistent customer centricity.

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