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viastore SYSTEMS GmbH

A B2B customer portal with the SAP Commerce Cloud at viastore

Automation meets customer satisfaction: viastore unveils new B2B portal on the SAP Commerce Cloud

viastore, an international provider of intralogistics systems, software, and services, faced the challenge of shutting down its existing customer service portal. For security reasons, the previously used software solution had to be replaced with a different one. The tricky requirement was to ensure uninterrupted 24/7 customer service, 365 days a year.

The medium-sized company, with a presence in 17 countries, could build on solid data and structures with SAP S/4HANA and the SAP Service Cloud.

viastore Gebäude

The solution, Composable Storefront as a frontend with an integrated SAP Commerce Cloud in the background, was successfully implemented despite the tight time and budget constraints.

The challenges

Dr. Harald Göbel, Geschäftsführer Viastore
“Arineo understood our challenges and delivered a bespoke solution for us, on time and within budget. The team connected our SAP Service Cloud to the Commerce Cloud, ensuring our new customer portal is future-proof.”
Dr. Harald Göbel
Managing Director / COO viastore SOFTWARE GmbH

Modern ticket system with SAP

A customer portal filled with service requests and issues is a sensitive area where no mistakes can occur. Process adjustments and migration to a different system are therefore major risk factors for a company. Due to the need to maintain the best possible customer service, the project had a very tight timeline. Both customers and call center staff needed to continue working as smoothly as possible during the development and implementation phases with minimum disruption.

viastore was already building on a solid data foundation with the SAP Service Cloud connected to SAP ERP. The templates used needed to be individually configured and customized by the Arineo team.

The goal was a smart customer portal where customers could independently submit service tickets for issues or malfunctions with their systems. The current processing status, file attachments, accompanying information, and comments should always be viewable at a glance. This also included tracking and maintaining different addresses and contacts on the ticket so that spare parts, for example, were available at the right place at the right time.

The technical solution for myviastore, a modern ticket system, is based on an integration of the SAP Commerce Cloud with the SAP Service Cloud and SAP S/4HANA.

Nico Lienhard, Softwareberater

“We consider the myviastore project a success, thanks to fast execution and top-notch project management. With this, we have taken another significant step towards customer satisfaction.”

Nico Lienhard

Software Consultant, viastore SOFTWARE GmbH

Our solutions in the viastore project

Enhancing customer satisfaction with SAP.

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Wolfgang Posch
Wolfgang Posch
Head of Customer Experience Solutions