About the Customer
The company was formerly known as Philips Lighting N.V. and changed its name to Signify N.V. in May 2018. Signify is the world leader in connected LED products, systems, and services. The company operates in more than 70 countries and have 32,000 people worldwide, generating sales of nearly $ 8 billion and invested $ 403 million in Research and Development in 2017.Signify serves professional and consumer markets, transforming urban spaces, communities, workplaces, stadiums, buildings, shopping malls and homes. Their products, systems and services help our customers to maximize energy use, drive efficiencies and deliver
Scope and Challenges
One of the big advantages was the data integrations with SAP for great functionality and interconnected. Challenged by the changed in the customer's amount, today they want to be informed how they can improve the functionality of their system for example how to connect the system they are using with a smart home platform. In order to meet the expectations of their customers, they were looking for a reliable solution to provide better customer services. SAP Hybris Cloud able them to transform into surfaces oriented organizations.
They rolled out to a toll for a larger area in a shorter time frame and lower cost. From the beginning, their ambition was to have a global cloud replacing out old legacy systems, as they started to see the benefits of this tool, immediately started to accelerate to all clouds based on the strongly amount of the markets.
Now they have worldwide insights of their complains and customer enquiries, of cost and speed of handling of customers services request. With this crucial data, they are able to improve customers services, products, and services.
Outcome and Implications
Supported by Acorel B.V. and SAP, Philips Lighting implemented SAP Hybris Cloud for Customer to replace various service applications and support the end-to-end complaint and services processes for the B2B and B2C channels. The new system improved product quality, reduced warranty costs, enabled service growth, and improved customer satisfaction.
The judges awarded this project a gold medal in the fast delivery category due to the dedicated project team comprised of the business user and IT, focused on sticking to SAP standards and followed the rule set at the kick-off meeting that good is good enough. This ensured the go-live of this complex project within seven months, paving the way for a successful global roll-out of the system in 60 countries in the following 18 months.
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