Emmerson Packaging has been manufacturing flexible packaging solutions (think shrink wraps, "boil-in-a-bag," and dog food bags) for more than 60 years. The organization prides itself on giving its customers the best possible service and products. One avenue it chose to provide excellent service was a self-service B2B e-commerce system.
But because the system wasn’t integrated with Emmerson’s ERP, the only way to give customers visibility into their inventory, pricing, invoices, and shipping was to build and maintain numerous custom reports. This house of cards finally collapsed when Emmerson implemented SAP in 2015. The e-commerce system was still in place, but the connection to the data was completely broken. The site was failing Emmerson and its customers by displaying static, incomplete, and even inaccurate data. Customers had limited visibility into info they needed to run their business, the data quickly became obsolete, and they did not trust the data that the web pages provided. Now everything from order status (when will my order be made or shipped) to delivery dates, invoice information, and inventory visibility had to go to customer service. So, Emmerson doubled its customer service department to handle the demand. But, it lost scalability. It was critical to find a long-term solution.
Listen as Emmerson Packaging CFO Stephen Slauenwhite and Sam Bayer, CEO at Corevist, discuss Emmerson’s struggles to present its customers with individualized order and invoice information from its SAP ERP, plans for a phased rollout of a new SAP-integrated e-commerce solution, and the dramatic results they’ve already seen.
- Stephen Slauenwhite, VP Finance and CFO, Emmerson Packaging
- Sam Bayer, CEO, Corevist