Emmerson Packaging, a leading manufacturer of flexible packaging solutions, needed to replace their homegrown customer portal. The solution used to show real-time ERP data, but Emmerson had migrated off their legacy ERP onto SAP, and the integration wasn’t transferrable.
Customers had grown used to transparency and easy self-service in the portal, and reps were spending far too much time handling routine inquiries. The company needed to restore that customer experience and reduce the call burden on their customer service staff.
Carey Leaman, ERP program manager, had all the data that customers needed in SAP ERP. The challenge was to find a customer portal solution that allowed customers to interact with the right data, safely and securely, in a friendly user interface.