From backend to frontend to engagement. Intelligent. Automated.

B2B companies operate in a highly competitive environment where smooth and efficient sales and order management processes are critical to success. Any bottleneck in these core processes can have a direct impact on customer satisfaction and operational efficiency. To ensure long-term success, companies must ensure that their processes run seamlessly and are constantly optimized.

Process mining provides a solution by enabling companies to analyze and visualize their business processes in real time. This helps to identify inefficient processes, break down silos and ensure an end-to-end view. Particularly in order management and the lead-to-order process, which encompasses the entire cycle from initial customer inquiry to order placement, Process Mining ensures precise monitoring and control. The result is increased visibility and continuous process improvement.

We offer comprehensive CX process orchestration services that seamlessly integrate back-end, front-end, and engagement tools. As a certified partner of Celonis and Emporix, we combine advanced workflow design, system integration and process automation to create end-to-end processes that increase efficiency and optimize the customer experience.

As process optimization consultants in the CX environment, we analyze your business processes with process mining to uncover hidden inefficiencies. We develop customized workflow automation that continuously improves your processes and flexibly adapts to changing customer needs. Our goal is to provide you with sustainable optimization and real added value.

Our technological expertise lies in data analysis and system integration. Using tools from Celonis and the orchestration engine from Emporix, we integrate all relevant systems to implement fully automated, scalable process control. In this way, we ensure that your data is used in real time to keep your customer experience at the highest level.

Celonis is the world's leading process mining platform and is consistently positioned as a leader in Gartner's Magic Quadrant. The platform provides deep insight into business processes by analyzing data from multiple sources and uncovering inefficient workflows. As a certified Celonis partner, we use this innovative technology to support our customers in the area of Customer Experience (CX).

Taking into account both the organizational and technological dimensions, we not only uncover hidden inefficiencies in CX processes, but also implement tailored improvements. These directly contribute to increased customer satisfaction and efficiency in sales and order management.

Thanks to our comprehensive support, we create measurable value for our customers in just a few weeks and help them to successfully compete.

Emporix is a leading provider of cloud-based, MACH-certified commerce solutions designed specifically for the B2B marketplace. Their platform offers companies the flexibility to create scalable and modular e-commerce environments that can be easily integrated into existing IT landscapes.

As an Emporix partner, we combine our extensive expertise in B2B commerce, MACH technologies and process management to develop customized solutions for you. We are also the only Emporix partner that is also a certified Celonis partner. This unique combination allows us to combine process mining and commerce orchestration.

With the unique combination of Emporix & Celonis, we offer seamless optimization that takes both business performance and CX to a new level.

The Emporix Orchestration Engine (OE) is the solution for real-time business process optimization in e-commerce. It helps companies improve customer interactions, eliminate inefficiencies and achieve business-critical KPIs. With the OE, companies can automate their processes while increasing customer satisfaction and efficiency. Key benefits of the Orchestration Engine include

• Real-time optimization: The OE enables dynamic, real-time adjustment of business processes to improve the customer experience and efficiently achieve business goals.

• Process Automation: By automating and orchestrating siloed systems, the OE reduces manual effort and increases productivity.

• API-first approach: The API-first approach ensures seamless integration and interoperability with existing systems and future technologies.

• Scalability: Designed to grow with your business without sacrificing efficiency, the OE supports both small and large organizations.

• Flexibility and customization: The low-code builder allows users to create custom workflows and scenarios to meet specific business objectives.

CX Process Orchestration enables companies to proactively and efficiently optimize their business processes. We help you automatically manage inventory levels, avoid supply shortages, recommend replacement products, and optimize returns to increase operational efficiency and customer satisfaction. Examples of use cases include

• Overstocking: When products are stocked in large quantities, they are targeted for sale. This reduces inventory costs and makes room for new items.

• Future stockouts: When a shortage of parts or raw materials is anticipated, these products are hidden to avoid customer disappointment and lost sales.

• Substitutes: When certain products are unavailable or have long lead times, similar products with better on-time delivery performance are recommended. This increases sales and customer satisfaction.

• Returns: When returns are necessary, reduce the effort and number of interactions in the returns process, saving costs and improving customer satisfaction.

Effective order management optimizes the order process through complete visibility and automation. This enables better prioritization and processing of orders, increases customer satisfaction, and reduces operational costs. Examples of order management use cases include

• On-time delivery: Optimized prioritization and processing ensures that orders reach customers on time, increasing customer satisfaction.

• Automated orders: Minimizing manual intervention by automating order entry and data updates reduces operational costs.

• Unlock blocked orders: Faster identification and resolution of delivery, credit, and billing blockages prevents delays.

• Minimize cancellations and returns: More accurate order processing and up-to-date data reduce the need for cancellations and returns.

• Speed billing: Automated identification and billing of open orders protects revenue and improves cash flow.

Efficient processes are crucial in the IT system landscape, but the requirements are complex and continue to grow. With the help of system integration, different environments – such as for the ERP system, CRM, PIM, payment and many other applications – can be connected and successfully managed.

System integration expertise: System integration enables seamless data exchange. For example, orders are processed automatically and stock levels are synchronized. Our system integration toolbox includes powerful tools such as Mulesoft, Lobster, Azure Data Factory and Talend.

API Development Expertise: Standard solutions are often insufficient to meet complex business requirements. That is why we develop customized software solutions that are tailored to your exact needs. Our expertise in API development and API management enables us to build powerful interfaces using REST or GraphQL, among others. These solutions ensure seamless integration of your systems and data sources.

AutoScout Smyle is an innovative service from AutoScout24 that completely digitizes the process of buying a used car. Customers can select a vehicle online, finance it and have it conveniently delivered to their home.

As part of this project, TOWA has taken on a central role in order management. In addition to advising on the selection of an order management system, we fully implemented the project from process design to implementation and system integration. The focus was on efficient order routing, where orders are quickly and accurately routed to the appropriate partners and warehouses.

For order fulfillment, we ensured that the entire process from order to vehicle delivery was optimized to ensure a smooth and customer-friendly process. This comprehensive support enabled AutoScout24 to create a superior digital customer experience that simplifies and accelerates the entire purchasing process.