PALFINGER

The solution

A state-of-the-art e-commerce solution that empowers growth

After carefully considering several vendors, PALFINGER ultimately chose Sana Commerce Cloud due to its comprehensive coverage of all their use cases and an excellent ratio between performance and expense. Sana Commerce Cloud’s native ERP integration offered everything PALFINGER needed to streamline their products and spare parts ordering process and improve their customer experience, all while remaining cost-effective.

Primary goals for PALFINGER’s new e-commerce site:

As a result, PALFINGER further actively addresses the megatrend of digitalization to proactively shape change and create added value for its partners and customers. Under the tagline “Lifting Value – Creating Momentum”, the technology company creates added value out of customers’ challenges. PALFINGER’s Vision & Strategy 2030 is based on two strategic pillars, “Go for Solutions” and “Go Digital.” The former aims at PALFINGER offering integrated complete solutions, while the latter focuses on practically leveraging the potential of digitalization, e.g. the development of digital business models.

In this regard, by 2030, PALFINGER aims to offer smart, networked, environmentally friendly, and even more powerful solutions that combine the latest hardware with the most advanced software from a single source.

Sana Commerce fits perfectly into PALFINGER’s overall digital strategy, as it provides a comprehensive digital e-commerce platform that fits into PALFINGERs Vision & Strategy 2030 and capitalize on the opportunities presented by digital business models.

The results

A B2B web store that empowers internal teams and customers alike

With web store that integrated seamlessly with the SAP S/4 HANA ERP, PALFINGER was able to streamline its entire process. The real-time updates across databases have helped PALFINGER to reduce manual effort, minimize errors, and speed up processes when making changes to prices, discounts, and allowed customers access to more information such as order history.

Since going live in June 2022 PALFINGER has seen impressive results:

• Improved customer experience: PALFINGER conducted an internal survey almost straight after implementation, which showed an adoption rate of 80% and a massive 85% of customers saying that it had an additional advantage for them. This was further apparent in the number of emails customer service was receiving as they saw a huge decline. Information was already there in the web store eliminating the need for customers to ask for details, such as shipment information. With over 100k products this has made the process much smoother, saved a lot of time and overall given PALFINGER the opportunity to be more transparent.
• Streamlined work processes: Real-time pricing and discounts were updated automatically, enabling PALFINGER to speed up their spare parts ordering process and significantly reduce manual effort.
• Increasing demand: Since the launch of the webstore, the number of user accounts has almost tripled.

With Sana Commerce, PALFINGER has been able to improve their overall efficiency, customer experience and customer satisfaction. The new platform fits perfectly into the company’s strategy to maintain a strong footing in the market and offers a competitive advantage.

PALFINGER is now even better positioned for continued growth and success as they are already getting set to launch two new web stores. Additionally, with the right solution in place PALFINGER can look even further to the future as they set their sights on improving their B2C game with a searchable webstore open to the public.