Franke: From Legacy to Award-Winning B2B Platform

The Challenge

When we began our partnership with Franke six years ago, we encountered a neglected, technologically outdated platform. Poorly implemented by a previous partner, it was lacking on all fronts: the technologies were obsolete, clean integration into the system landscape was nonexistent, and there was no unified service concept.

This situation created significant problems:

• High Manual Overhead: A large volume of orders had to be processed by phone through the service center, driving up operating costs.
• Lack of Scalability: The legacy architecture (server-side rendering) prevented the efficient connection of new countries and channels.
• Inefficient Processes: Without a clean connection to ERP (S/4HANA) and CRM (C4C), data flows were error-prone and unreliable.

Franke needed a partner who would not just fix issues, but take complete ownership and build a stable, future-proof solution.

The Solution

Instead of just treating symptoms, we took complete project ownership, including project management, and initiated a full turnaround. Our goal was to create a clean, modern, and scalable platform that would serve Franke for the long term.

• Introducing a Headless Architecture: We replaced the outdated server-side technology with a modern headless architecture for the B2B and B2C shops, providing essential flexibility and performance.
• Full System Integration: The platform was cleanly and deeply integrated into the existing SAP landscape, especially with S/4HANA and C4C, to ensure end-to-end, automated processes.
• Building a Self-Service Area: We developed an intuitive self-service portal that allows customers to easily place and manage their own orders.
• Scaling for Global Channels: On this stable foundation, we were able to connect over 10 different channels, including the point-of-sale system in Australia.

Through this holistic approach, we transformed a legacy burden into a strategic asset.

The Results

The platform’s transformation delivered outstanding and measurable results. The most significant success was the massive reduction in operating costs, achieved by cutting manual orders by approximately 75%. The intuitive self-service area has significantly relieved the customer service center.

The modern architecture and clean integration have created a stable, high-performance platform that now acts as a central hub for over 10 global sales channels. This achievement and the rapid implementation did not go unnoticed: the project was honored with the SAP Quality Award for “Rapid Time to Value,” a testament to the high quality and efficiency of our work.

Thanks to our six-year partnership, Franke now has a future-proof e-commerce solution that not only cuts costs but also actively supports the company’s global growth.