Consumer and Retail SAP Fiori SAP S/4HANA
Leading Producer of Consumer Foods
Used Design Thinking to turn confusing sales-order emails into a clear process, scoring 80.5 on the System Usability Scale.
Reducing Customer Confusion with a Clear, Straightforward System
Every time a minor change was made to a sales order, the client’s system sent them a confusing, automated outbound email. Customers would then reach out to the client for clarification, resulting in unnecessary time spent resolving the confusion.
Mindset was asked to improve the accuracy, robustness, and timing of these system-generated emails. Using Design Thinking, Mindset collaborated with the client to create a clear, straightforward process that improved both the quality and clarity of the emails. The new system received high marks for usability.
Clients now receive clear alerts about their sales orders, and can quickly interpret next steps.
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80.5
System Usability Score
Significant
time saved
“I can’t believe we haven’t had something like this until now.” - Client Customer Ops Specialist
“Simple, not overwhelming, easy to navigate.” - Client Customer Ops Specialist
“It’s very clear, straightforward, and I like it.” - Client Customer Ops Specialist
If we built this today
Concept · not delivered scopeMake every order change make sense.
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 consumer foods producer was losing time to customers calling in confused by automated sales-order emails, so the real win here is turning each order change into a clear note a customer can act on.
The data product
"Customer Intelligence" Intelligent Application on SAP Business Data Cloud
Customer Intelligence is an Intelligent Application on SAP Business Data Cloud that brings order history and customer contact patterns into one grounded view. It gives the agent real context so its notes match what each customer actually needs to know.
Intelligent Application on SAP Business Data Cloud
The Joule agent
Sales Order Change Communicator
Watches sales order changes in SAP S/4HANA, and when an order is updated it drafts a clear plain-language note to the customer explaining what changed and what happens next. It routes that draft for a quick human check before anything goes out, so customers stop calling in to decode a confusing automated email.
SAP S/4HANA, SAP Fiori, SAP BTP (Joule Studio) · PROPOSE · Customer clarity on order changes and fewer follow-up calls to resolve confusion
The Fiori app
"Manage Sales Orders" with Joule embedded
Order changes already happen in the "Manage Sales Orders" Fiori app, so that is the honest home for this. Joule rides along to summarize what changed on an order and draft the customer-facing note right where the change is made.
Real S/4HANA Fiori app, with Joule embedded
We would mine the real order-change and notification process in SAP Signavio first, map the surrounding Fiori and S/4HANA landscape in SAP LeanIX, and let MIND accelerators carry the old email logic into the new agent-drafted flow.
A look at the work
