OPO Oeschger: From a Blocked Project to an AI-Driven Sales Platform in 3 Months

The Challenge

OPO Oeschger is one of Switzerland’s leading B2B wholesalers. Fastening technology, fittings, tools: thousands of articles, hundreds of people in field and inside sales. It is a business that lives on being close to its customers, and that is exactly where SAP Sales & Service Cloud V2 was supposed to make the difference.

The start was rough. The V2 project had been set up with another partner and was stuck: technical problems, a tight timeline, costs running out of control. Prima vista a classic dead end.

The Solution

Spadoom took over and made a fresh start. We didn’t patch the old scaffolding; we rebuilt cleanly, on a platform OPO already owned: SAP. After two months the MVP was standing. After three months, the complete Phase 1 was live in production. On time, and on budget.

OPO had been running SAP Commerce Cloud for years, with S/4HANA on-premise as the core of the business. What was missing was the connecting piece in sales and service. SAP Sales Cloud V2 and Service Cloud V2 close that gap, and we wired them deep into the existing landscape: into S/4HANA, into Datasphere, into Commerce Cloud. On top of the platform itself, we delivered tailored screens and account planning built around how OPO’s sales teams actually work.

The Technology Behind It

A rescue in three months only works when the stack does the heavy lifting. We used the full width of the SAP portfolio:

• SAP Sales Cloud V2 and Service Cloud V2 as the new core for field sales, inside sales and service.
• SAP BTP with Cloud Foundry, used heavily for the custom extensions: wherever the standard ends, a clean side-by-side extension takes over instead of a fragile workaround.
• SAP Integration Suite as the backbone to S/4HANA on-premise, paired with substantial customizing work on the S/4 side itself so both worlds speak the same language.
• SAP Datasphere as the data foundation that turns raw customer signals into something sales can act on.
• SAP Business AI woven through the whole platform rather than bolted on top.

AI Is Not the Add-on. AI Is the Plan.

OPO committed to SAP Business AI from day one instead of retrofitting it later. Four use cases, all in live operation:

• Intelligent visit planning prioritises which customer gets visited when. No rigid routes, no gut feeling: decisions based on data from the entire customer base.
• AI-powered ticket routing sends incoming service cases straight to the right team. Nobody triages by hand anymore.
• Business entity extraction picks the relevant information out of free text and documents and processes it in structured form.
• Intelligent contact impulses with SAP Datasphere spot unusual patterns in customer behaviour early and trigger the right action before a signal becomes a problem.

And this is only Phase 1. Phase 2 brings the Emarsys integration for marketing automation and the next wave of AI use cases, with Customer Data Platform and Customer Identity on the roadmap after that.

The Results

What OPO gained is not another tool. It is one customer picture that shows the same thing everywhere: in the shop, in field sales, in service.

• One consistent customer view across all channels, from e-commerce to the service desk.
• Less manual work: no hand-triaged tickets, no re-typing information that AI already extracted.
• Faster reaction times, because impulses from Datasphere reach the right person while they still matter.
• A scalable foundation for Phase 2: Emarsys, more AI, CDP and CIAM all plug into a platform that is already carrying production load.

From a dead end to a productive end-to-end solution in three months. On time, on budget, a customer who is enjoying the platform daily, and a case that has caught SAP’s own attention.

And frankly, we have done this before. We were among the first anywhere to take Sales & Service Cloud V2 into production, we built a complete CRM greenfield in five months, and now we have turned around a blocked project in three. The plot stays the same: locally anchored, short paths, a genuine hands-on mentality. We don’t talk at length, we deliver. Built by SAP, delivered by Spadoom.