Enhancing B2B Customer Experience with Assisted Service Module

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CASE STUDY

Enhancing Mico’s B2B Customer Experience with an Assisted Service Module Integration

Industry | Plumbing

Technology | SAP Commerce Cloud

Location | New Zealand

The client is a prominent supplier of plumbing equipment in New Zealand and a fully owned subsidiary of Fletcher Building Limited. With a nationwide presence of 70 branches, they provide an extensive range of plumbing products and services, catering specifically to the needs of the trade industry.

Challenges

The system lacked visibility into the customer's login experience, limiting their ability to diagnose and resolve issues effectively.

Additionally, there was no Admin tool that allowed customers to share their screens with the support or administrative staff.

The inability to view the customer’s screen in real-time hindered accurate troubleshooting, as the setup limited the capability to fully understand and address issues directly from the customer’s perspective.

Key Outcomes

Provided

Real-time insights into customer experiences with the ASM module

Seamlessly

Integrated an ASM emulation ensuring uninterrupted support

Offered

Accessibility for all accounts, allowing comprehensive account management

Enhanced

Support efficiency with permission to place orders on behalf of customers

Solutions

Assisted Service Module (ASM) Implementation: Royal Cyber integrated the ASM, allowing customer service representatives to provide real-time sales and support using the same interface as the customer.

Integration with Azure Active Directory (Azure AD): Azure AD was integrated to offer single sign-on and multifactor authentication, ensuring secure access for internal users while streamlining the authentication process.

Customer Emulation and Search Functionality: The ASM header provided the ability to search for customers and emulate their experience, granting access to customer accounts and cart details.

Enabling ASM in SAP Commerce Cloud and Spartacus: The ASM module was enabled through SAP Commerce Cloud OOTB ASM web services, complemented by a custom extension to facilitate customer search and machine-to-machine token validation.

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