Digital transformation at Kospel

Kospel is launching a digital transformation project as part of its contract with Comtrust to supply and implement SAP solutions. The project addresses several business areas, the key ones being sales, customer service and service and communication. The contract includes the subscription to SAP Sales / Service Cloud licences and purchase of SAP Contact Center licences, as well as implementation and integration with business systems and telecommunications infrastructure.

Kospel is one of the largest European manufacturers of electric water heaters, hot water tanks and exchangers, heat pumps, solar collectors and electric central heating boilers. It has three modern production facilities located in northern Poland, employs 600 people and its products are known in 57 countries worldwide. Since 2020 Kospel has belonged to the Viessmann group. The main objective of Kospel’s business is to provide products of the highest quality. Modern machinery and qualified staff are the assets on which the company’s success to date is based. The implemented internal control system allows to maintain the highest quality standards. All components and sub-assemblies in the offered devices are covered by testing procedures already at the production stage. Furthermore, the finished devices are tested by qualified quality controllers before they reach customers.

Kospel maintains business relationships with customers such as wholesalers, shops, installers and distributors. As the business grew in scale, the company needed to provide sales and service teams with tools to manage and organise work, record tasks and requests, and automate and synchronise activities. In addition, it is important to ensure efficient access to data on the availability of products, spare parts and promotional materials and to improve the exchange of information. It is crucial from the customers’ point of view to enable easy contact with the company by adapting the communication infrastructure to the growing business needs.

As regards the technology, the effect of the transformation is to build a uniform environment and intuitive solutions for different areas of the company’s operations and cooperation with customers. After implementing SAP, teams will be able to devote more time to customers and less time to administrative matters, resulting in quicker task completion and reduced service and sales time, and in consequence – better financial results and improved customer experience.

According to research commissioned by SAP, 85% of shoppers ranked excellent customer service as the most important factor defining the shopping experience. This is why it is so important that all processes related to the management of customer requests and needs are optimised and automated. With modern digital tools, cloud-based companies can improve key customer service parameters, such as response time to a request, and gain access to real-time knowledge about customer needs – notes Katarzyna Otto, Customer Experience Solution Specialist at SAP Poland.

The implementation project is spread over several months and includes four stages. The first is to improve communication by implementing SAP Contact Center, followed by providing customer service and request management tools in SAP Service Cloud. SAP Sales Cloud will be launched as the last part of the project. In parallel with the implementation work, the integration of SAP with Comarach ERP is being carried out.