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Dental industry disruption enabled by SAP

Central European dental company accelerates growth with SAP Customer Data Cloud

At a glance

To offer retailers and direct customers cutting-edge services such as digital dentistry with GDPR-compliant identity and access management, a dental company worked with Atos to implement the SAP Customer Data Cloud (CDC) platform.

Outcomes

  • A GDPR-compliant CIAM solution integrated to legacy SAP Commerce portal
  • Customer management of personal information, marketing consent and newsletter registration
  • SAP CDC integration with a new marketing platform (Salesforce) and data sync
  • A user experience that raised the bar for all applications hosted on the company’s portal

 

Cloud-based CIAM in the age of GDPR

The era of cloud services heralds in digital transformation, which improves operational efficiency and enables businesses to increase customer intimacy. An early mover to cloud, a Central European dental company promptly looked into implementing SAP CDC, a Customer Identity and Access Management (CIAM) solution, for its SAP Commerce website and another application website.

In the international dental industry, it is imperative that CIAM solutions not only comply with GDPR but also with local data privacy regulations. This includes managing legal consents required from users in order to access the services offered by the company. Considering its position and what was at stake, the company selected Atos as its integration partner. Atos is a leader in SAP Cloud Migration Services through its global partnership with SAP.

Security, connectivity, convenience

SAP CDC manages the user registration process and access to SAP Commerce and application websites. This implementation took place in conjunction with the migration of other systems in the company’s customer relationship management (CRM) application landscape, which was a perfect time to add the new layer of security.

The company’s intention was to build the foundation of a customer portal to regroup the services it offers to customers, namely professionals in the dental industry. Within the customer portal were multiple applications, each requiring users to register (i.e., to define their profiles and passwords). The additional effort from customers was increasingly a source of complaints to the customer service department, for example, when passwords were forgotten or mixed up among the applications. The SAP CDC solution was introduced to provide a unified customer experience with one unique profile and password to access all of the company’s services across countries. This is critical as a significant part of sales are via retailers, and it opens doors to a new market by selling directly to customers.

Customers manage their own data

With this next-generation CIAM solution, customers can now update their personal information on their own, which is a key requirement for GDPR compliance, along with setting marketing consent. In addition, customers can update their newsletter registrations and other interests.

The CIAM solution is also connected to the company’s CRM to synchronize the new marketing tool with customer marketing consent settings. The collective flexibility, convenience and connectivity truly raised the bar in customer experience while providing more insights into its customers’ needs and preferences.

Building on the integration

Atos started the implementation of SAP CDC for the SAP Commerce site for five countries, and for the application website for a few more countries. The implementation was extended to the Order Management application, which provides back-up services to dentists and laboratories when a device is under maintenance. In the same light, the SAP CDC solution is being implemented for other applications in the company’s platform for registration and authentication.

The dental company leveraged the digital transformation capabilities of Atos to achieve a smooth integration of its new SAP CDC platform. With this foundation, the company continues to deploy new applications and services to its customers and accelerate growth. In keeping with tradition, it is disrupting the dental industry with digital innovations.

Why Atos

Gartner ranks Atos as number-one in Managed Security Services, while NelsonHall positions Atos as a leader in SAP Cloud Migration Services. Atos’s history in cybersecurity coupled with its long-standing partnership and joint expertise with SAP serve as the core competence needed to drive business transformation, while delivering operational and financial efficiencies to enable clients to achieve business goals. Learn more about Atos cybersecurity and SAP services.

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