SAP S/4HANA / Fiori / Order Management
Manufacturing SAP BTP SAP Fiori SAP S/4HANA
How Mindset fixed post-S/4HANA order management pricing for a global semiconductor company
A Global Semiconductor Manufacturer Delivered 2025
After a complex S/4HANA deployment surfaced serious gaps in order management pricing, Mindset used Design Thinking to map the real problems, built validated personas and a high-fidelity prototype, then delivered a Fiori MVP that put accurate, real-time pricing in the hands of customer operations teams.
By the numbers
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2 phases
From Design Thinking to production Fiori MVP
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4 teams
Customer Ops, Sales Ops, IT, and Pricing aligned in discovery
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Real-time
Pricing determination capability delivered
Before
Batch latency, manual maintenance, no real-time pricing
- Batch integrations with pricing tools creating latency and data inconsistencies across order management.
- Heavy manual maintenance of contract and pricing data in S/4HANA, slow and error-prone.
- No real-time pricing determination, and intermittent system problems delaying order processing.
After
Validated design, real-time pricing, and Fiori apps in production
- A shared, validated understanding of the problem built through user research and Design Thinking across four teams.
- Fiori applications on SAP BTP giving customer operations teams more accurate and faster order processing.
- OCM, UAT, and developer training ensuring the teams who own the apps are equipped to use and extend them.
Why this matters
A complex SAP go-live left customer operations teams absorbing pricing errors and delays that should not have existed. Mindset used Design Thinking to find the real problems, built a validated prototype, and then turned it into production Fiori apps.
The challenge
A complex SAP S/4HANA go-live left this company with serious problems in how it processed and quoted orders. Batch integrations with pricing tools created latency and data inconsistencies. Contract and pricing data in S/4HANA required heavy manual maintenance, which was slow and prone to error. Real-time pricing determination did not exist.
For customer operations reps handling distributor and channel deals, the problems stacked up. Identifying the end customer before pricing was difficult. The pricing tools loaded slowly. Intermittent system glitches delayed order processing. The result was inaccurate quotes, longer fulfillment cycles, and operational overhead that wore on the teams doing the work.
What we did
Mindset started with a Design Thinking Workshop that brought together Customer Operations, Sales Operations, IT, and Pricing in the same room. The team ran user interviews and built validated personas based on the actual people doing the work: reps handling direct orders, customer account specialists managing contracts, channel operations staff, and sales operations handling distributor accounts.
From those sessions, the team mapped the as-is journey, defined shared to-be goals, and ideated solutions: real-time pricing determination with end-customer data integration, automated pricing data updates, a cleaner interface with the pricing tools, a single source of truth for pricing, and better UI for the people closest to the problem. A high-fidelity prototype, solution architecture, and an enterprise roadmap came out of the design phase.
That work fed directly into a Phase 2 MVP build. Mindset developed Fiori applications on SAP BTP to improve the experience for Customer Operations and Customer Account Specialists, delivered via agile sprints. Organizational change management, user acceptance testing, knowledge transfer, and developer training all ran alongside the build so the teams who would use and maintain the apps were ready when they went live.
The outcomes
Phase 1 gave the company something it had not had before: a shared, validated understanding of where the order management process was actually breaking down, grounded in real user research rather than assumptions. The high-fidelity prototype and enterprise roadmap gave leadership and IT a concrete plan rather than a backlog of complaints.
Phase 2 put that plan into production. The Fiori MVP delivered faster, more accurate order processing for the customer operations teams who had been absorbing the cost of the legacy problems. OCM and training ensured the teams could use and extend the apps after handover.
If we built this today
Concept · not delivered scopePricing the order in real time.
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.
After a rocky S/4HANA go-live left order management leaning on slow batch feeds and manual contract upkeep with no real-time pricing, here is how we would attack the same pricing accuracy problem today.
The data product
Customer Intelligence
An Intelligent Application that grounds the agent in one trusted view of customers, channel relationships, and contract pricing, so the end-customer lookup and the condition data line up instead of drifting across batch feeds. The SAP Knowledge Graph keeps the pricing meaning consistent.
Intelligent Application on SAP Business Data Cloud
The Joule agent
Pricing Determination Agent
It reads the sales order, the customer and channel hierarchy, and the contract and condition records, then proposes the correct real-time price and flags where an end customer is missing before the order is priced. For distributor and channel deals it suggests the right end-customer match so reps stop pricing blind.
SAP S/4HANA, SAP SD, SAP BTP · PROPOSE · Quote accuracy and order-to-fulfillment cycle time
The Fiori app
Manage Sales Orders with embedded Joule
The reps work the order right inside the standard Manage Sales Orders app, and Joule sits in the launchpad to explain a price, surface the condition records behind it, and catch a missing end customer before the order moves on. No swivel-chairing out to a separate pricing tool.
Embedded in the Fiori launchpad
We would still start by mining the real order-to-pricing flow in SAP Signavio, map the application and integration landscape in SAP LeanIX, and let our MIND accelerators carry the old pricing logic and contract data across to the new build.
What we built
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4 functional teams aligned on the problem and the path forward
Design Thinking Workshop and user research
A structured design session with Customer Operations, Sales Ops, IT, and Pricing, including user interviews and validated personas for the key roles in the order management process.
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Shared, validated problem definition across teams
As-is journey mapping
Full documentation of the current-state order management pricing journey, capturing every failure point across the batch integrations, manual maintenance steps, and UI friction.
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Prototype approved and ready for development
High-fidelity prototype and solution architecture
An approved high-fidelity prototype showing the target experience, paired with a solution architecture diagram and a first pass of user stories to feed directly into the build phase.
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Phased roadmap delivered and accepted
Enterprise roadmap
A phased roadmap for how to address real-time pricing determination, end-customer data integration, and pricing tool performance across the broader SAP estate.
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Order management pricing apps live for customer operations teams
Fiori order management pricing apps
Custom Fiori applications on SAP BTP built for Customer Operations and Customer Account Specialists, delivering more accurate and faster order processing directly in the SAP environment.
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Teams trained and ready at go-live
Agile delivery with OCM and UAT
Phase 2 built via agile sprints with an organizational change management strategy, user acceptance testing, knowledge transfer, and developer training running in parallel.
A look at the work
