Cargill: a user-centric sales-order tool for customer service
Researched the customer-service order flow in SAP Build and delivered a user-centric sales-order tool that cut entry time 50%.
Cargill
Creating a More Efficient, User-Centric Solution for Sales Order Processing
For the client’s Customer Service and Support (CSS) personnel, the existing process for creating and updating sales orders in the SAP system was cumbersome and time-consuming. Two sites with over 40 CSS staff generated 70% of the organization’s entries, with 40% via email/fax and 30% via phone. The Mindset team started on the project by researching specific user pain points, identifying order entries with errors, and studying blockages along the user journey. After conducting user studies in SAP Build, the team delivered a user-centric solution that reduced sales order entry time, training requirements, and email interactions. The solution positively impacted the business unit and provided a superior customer experience.
Using Design Thinking methodology, we distilled the complex flow (upper right) to a simple access screen for the end users.
50
reduction in sales order entry time
If we built this today
Concept · not delivered scopeSales orders that move themselves along.
This is a forward-looking concept, not the scope we delivered on this engagement. It is the build we would reach for now, grounded in SAP that ships today.
This was the kind of work where a food producer wanted a faster, cleaner way to push sales orders through SAP S/4HANA, instead of slow, cumbersome screens that left people chasing status.
The Joule agent
Delivery Block Resolution
Watches sales orders as they move through SAP S/4HANA and notices when one stalls on a credit, delivery, or fulfillment block. It reads the why behind the hold and drafts the fix for an order desk person to approve.
SAP S/4HANA, SAP Build · PROPOSE · Order cycle time and the share of orders held up by a block
The Fiori app
Manage Sales Orders with Joule
The standard Manage Sales Orders app in SAP S/4HANA, with Joule in the launchpad answering plain-language questions and pulling up the order you mean. It replaces the custom screens with something maintained by SAP.
Joule embedded in the Fiori launchpad
The data product
Customer Intelligence
Gives the agent and your team one governed view of orders and customers over live SAP S/4HANA data, so order status and any custom SAP Build apps read from the same trusted source instead of stale extracts.
Intelligent Application on SAP Business Data Cloud
We would mine the real order process in SAP Signavio first, map the system landscape in SAP LeanIX, and let MIND accelerators carry the old custom screens over to the new apps.
A look at the work
