• Configurator
    and service portal
    for sales partners

KaVo Dental

Service excellence meets process efficiency.

KaVo Dental GmbH is one of the top international companies in the dental industry. KaVo has been developing, producing and selling dentistry products for almost 100 years. The product portfolio comprises in particular dental turbines, straight and contra-angle hand pieces, dental chairs and laser and surgical instruments.

  • Reference KaVo Dental

    Requirements

    More customer service with less effort

    How to offer your customers a better service while at the same time ensuring more efficient processes and higher productivity in the back office? T-Systems Multimedia Solutions rose to this challenge and developed an integrated customer self-service platform in the form of a service portal and an online product configurator for sales and trade partners.

Implementation

Fully integrated service platform with SAP connection

The service portal is currently used for viewing the order status and for handling of repairs, returns, complaints and cost estimates by the trade and sales partners. For example, the cost estimates set by KaVo employees can be viewed, confirmed or rejected by the sales partners. The data is sent directly to the existing SAP system where it can be used by KaVo employees for further processing of orders and for follow-up processes. This relieves much of the burden from the back office.
The second component of the service platform is the new product configurator for sales partners. This allows customisation of paint and upholstery colours, dentist and assistant elements and accessories for treatment units. The configurator, which is also linked to SAP, guides customers even more quickly and easily to the product they need and therefore boosts customer satisfaction and customer loyalty.
The platform is based on IBM WebSphere, SAP and Oracle technologies and features multi-tenancy, role-based user management. This enables the sales partners to define for themselves the access that individual employees have to specific tasks. Single sign-on for extranet, service portal and an event management platform speeds up access to all applications relevant for the sales partners.

  • Customer Feedback

    Impressed by professional approach


    Bernhard Berning, Vice President IT at the KaVo Kerr Group, expressed how impressed he was with the professional expertise and advice and the project realisation of the MMS team: "We were, and still are, very satisfied with the service of T-Systems Multimedia Solutions. They presented us with a series of solutions and, as a customer with relatively little experience of portal issues at that time, they also coached us. And their bid presentation demonstrated the most professional approach that I have ever come across."

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