One customer portal for three brands

Better customer experience through new digital services

Layher wants to offer the various customer groups of the three Layher brands additional digital services, serve them via a central digital platform and also fulfil the promise of "more possible" digitally. The challenge was to create a user-friendly, integrated solution that would provide personalised services from different systems while taking into account Layher's complex application landscape.

At the start of the project, the previous website only offered a few digital services for existing customers: Product information was difficult to access, product availability at the locations could not be viewed, and individual information on previous orders and conditions could not be viewed. Both back office and field service were burdened with routine tasks that could be reduced through digital processes ("self-service").

The technical requirements included high security standards, the integration of ERP, CRM, PIM and DAM systems as well as the connection of 30 service centres in a scalable architecture.

Central headless platform unites three brands and five business applications

Unic developed a comprehensive multi-brand customer portal solution based on a modern headless architecture. The system uses SAP Commerce Cloud as the central component and SAP Composable Storefront for the front end, enhanced by Angular-based customisations for Layher-specific functions.

The solution includes a digital product catalogue with intelligent search and product references, which is supplied with up-to-date product data via XML imports from the PIM system. Customers can view the availability of products in the central warehouse and at the service locations in real time and order them directly online.

A central login system with role-based rights enables customers to access personalised services, view their order history, manage invoices and use individual conditions. The connected systems for product data (PIM) and document management (DMS) provide important documents such as assembly instructions as well as customised documents such as order confirmations, invoices and delivery notes.

A middleware solution enables the synchronous and asynchronous integration of various Layher systems. A CIAM solution ensures access control from the CRM. The system supports different customer projects with separate shopping baskets, offers flexible delivery options and displays customised prices.

Digital services strengthen customer loyalty and operational efficiency

The myLayher customer portal is revolutionising the digital customer experience for Layher customers. With 24/7 availability, customers can access relevant information and services at any time, which significantly increases the efficiency of their project planning and collaboration with Layher. The real-time availability display reduces planning uncertainties and the price calculation enables precise project calculations.

Layher's internal sales team is relieved of routine tasks through automation, leaving more time for personal consultation and more complex enquiries. The display of the relevant personal contact persons from the sales and service organisation enables seamless channel changes between digital and personal touchpoints.

The centralised platform for three Layher brands creates synergies and reduces operating costs, while the scalable architecture enables future expansions. Customers benefit from a standardised user experience across all brands and can use their myLayher ID as a central access point for the entire digital Layher world.

The new customer portal is seamlessly integrated into the newly developed Layher websites, strengthening customer loyalty through personalised services while improving operational efficiency through data-driven process optimisation.