Shaping BASF’s Digital Future

BASF

In a cross-functional project team, business and IT designed a cockpit that turned into a pioneering example for building BASF’s digital future. Using an SAP HANA sidecar approach, SAP helped to bring real-time exception-based process optimization to BASF’s customer service leveraging the benefits of an Intelligent Enterprise even before the migration to SAP S/4 HANA.

Ensuring timely delivery and customer satisfaction in a highly distributed environment

A prototype designed by end users for end users

BASF and SAP AppHaus have a long-standing relationship. The SAP AppHaus team has been an integral part of BASF’s transformation process, and we have completed many successful projects together. This time, we were especially thrilled to be part of a project that was such a close collaboration between business and IT.

– Tobias Gollwitzer, SAP AppHaus Customer Design Engagement Lead

We wanted to involve our CSOs, the end users, right from the start to get their input and feedback. The project quickly shifted from a solution that was first and foremost intended to make our customers happy to a solution that also makes work effective and less stressful for our Customer Service Officers.

– Claire Braun, Model Manager for the BASF Customer Service Region EMEA

We used the combined approach of design thinking and agile development to ensure success. After each development cycle, we asked for feedback and made sure that all stakeholders were involved in the decisions that affected them directly.

– Matthias Wagenbreth, IT project manager at BASF's Customer Service EMEA project
BASF - Customer Service Cockpit

Meet Customer Service Officer Alex

Customer Service Officer Alex (Copyright by BASF)

Best in Class Customer Service

Great design works best when we create it together

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