ABB increase revenue and customer satisfaction by streamlining sales process

Previously, ABB’s sales processes for compact secondary substations were characterized by calls, emails, and customer meetings. Selling a product that requires customization also added to the manual labor involved in this process, as each order needed custom configurations. In addition to lengthy communication, customers had limited overview of the status of their orders.

A modernization was needed to revamp how ABB's customers could engage with the ordering process. To do this, ABB needed to integrate with their existing ERP to extend functionality, ensure user roles and permissions were set correctly for secure customer visibility. This and more was all done through Appfarm's platform.

• Configure and customize products, modules, and additional equipment.
• Entire product library was synced from existing ERP.
• PDF generation of order summaries.
• Succesful user and access management configuration.

By developing a customized ordering portal, ABB achieved a more streamlined sales process with more transparency, reducing communication errors and increasing customer satisfaction. The new ordering portal's more intuitive and self-service-oriented process also boosted revenue and reduced costs due to more efficient communication.