InHealth Technologies is a leading manufacturer of voice restoration products. The company had a B2B ecommerce solution that couldn’t share real-time data with SAP. It showed inventory availability, but customer service reps had to check SAP for the truth and update this data manually. By the time a web order reached customer service, reps had to look in SAP to see if the product was actually available. If it was, they had to update inventory data in the B2B ecommerce database to align with what SAP showed.
Customers weren’t too pleased with this situation. Why couldn’t they get an immediate response on when their product would ship? Why did they have to follow up, on their own initiative, to get information that most companies provided automatically? It seemed odd to customers that they had to place an order, then call customer service to ask if the product was available.
Clearly, InHealth Technologies needed to solve their B2B ecommerce problem—and SAP integration was the core issue.