The previous ordering process for ALBA’s existing customers was largely triggered by telephone or e-mail. On the one hand, this process was susceptible to errors and, on the other hand, not traceable for customers. They wanted a digital and status-transparent transaction. For this reason, ALBA decided to offer a service portal in the future in which existing customers can use all relevant services digitally and develop with their needs of the users.
In mid-2018, hmmh was commissioned with the technical implementation and later also with the design and conception of the portal based on the SAP Commerce Cloud V2. The first release was launched in the spring of 2019. Since then ALBA and hmmh have been continuously developing the customer portal. In addition to the implementation of new features, the focus is on rollouts in individual regional companies. For this purpose, a management layer was established into which all data of the ERP system flows.
Early and qualified customer feedback is the be-all and end-all of a user-centered concept and the development of a successful customer portal. This is why we quickly developed a prototype in the form of a Minimal Valuable Product (MVP) in a highly agile project. We have provided this BETA status to a selected group of users in order to test it an early stage. We use the resulting customer feedback to continuously optimize the portal.
After implementing the service portal, customers can now access all ALBA services with just a few clicks and view the status of their respective order. Thanks to the clear order and invoice history, existing customers can now quickly access it and download all documents. In addition, they can easily create their own individual waste balance sheets for freely selectable locations and periods in the "Waste balance" area.
In the event of queries regarding orders, users can exchange information with customer support via a chat. The connection of the support chat to a ticket system facilitates processing enormously. Especially for more complex queries or problems that cannot be solved immediately, customers receive an e-mail with a corresponding link to the portal where they can view updates directly. With multi-level rights and user administration, customers can determine themselves which employees can access the portal and decide on individual permissions for different areas.
Analogous to the portal, a mobile app is to be developed, which offers existing customers the possibility to use parts of the functions of the service portal on the road. In addition, a shop is planned for the near future, where any recycling services can be ordered.
In the future, the B2B service portal will also include AI-controlled support for the daily tasks of ALBA employees on the roadmap, which are to be solved in future by chatbots and predictive support and services.
About ALBA Group
With its brands ALBA and Interseroh, the ALBA Group is active in Germany, Europe and Asia with a total of around 8,800 employees. In 2019 it generated sales of around 2.0 billion euros. This makes the ALBA Group one of the world's leading recycling and environmental service providers and raw material suppliers and offers the full range of environmental services:
- Advice on disposal issues
- Licensing of packaging
- Facility management services
- Recycling solutions
- Sorting technology
- Product development
- Raw material delivery
ALBA's service portal is one of the first portals worldwide based on SAP Commerce Cloud V2 that is in live operation. The Angular-based Progressive Web Application Frontend is connected to the SAP Commerce Cloud via the Commerce REST API.