Evenution
Customer self-service without office hours.
Evenution wanted to give its international customers and distributors direct access to relevant information without making them dependent on office hours, time zones or manual backoffice support.
Context
International customers and distributors operating across different time zones.
Challenge
Too much operational information depended on employees being available to retrieve or share it.
Goal
Create a scalable 24/7 self-service experience around existing business data.
The approach
Keep the source systems. Create one customer experience.
Afterbase Customer Operations sits above the existing operational landscape. It does not replace ERP or SharePoint. It makes selected information from those systems accessible in a controlled, customer-facing environment.
Ridder iQ
Operational ERP information remains in Ridder iQ and is selectively presented through Customer Operations.
SharePoint
Existing SharePoint lists and document libraries can be surfaced without creating a second document repository.
Customer-specific ordering
Spare parts and ordering flows can use ERP-driven article information, customer-specific pricing and customer context while keeping the operational process connected to the backoffice.
What changes
From information requests to customer self-service.
24/7 access for customers and distributors across time zones
Less dependency on backoffice employees for routine information requests
One customer-facing environment for operational information and documentation
Existing ERP and SharePoint sources remain the systems of record
The result is a customer-facing knowledge and operations layer that remains connected to the systems Evenution already uses, while giving customers greater independence from the backoffice.
Relevant product
Afterbase Customer Operations
Customer Operations brings service, spare parts, documentation, customer communication and operational information together in one secure environment around the installed base.
Recognize this challenge?
Give your customers the information they need — without increasing backoffice workload.
See how Afterbase can fit around your existing ERP, documentation and service processes.