Knorr-Bremse leads the global market in engineering and produces brake systems and mobility solutions for rail and commercial vehicles. To stay ahead in the fast-evolving digital landscape, the company launched a strategic transformation in 2018 aimed at elevating customer experience and accelerating global expansion. Collaborating with Birlasoft, Knorr-Bremse rolled out a robust SAP-based CX solution across 50+ countries. The scalable platform enables 24/7 customer access, drives growth in digital orders, and harmonizes global standards with localized customizations highlighting the impact of a well-executed ‘Glocal’ strategy.
Story Highlights
Enabled 24/7 Customer Access
Delivered a new SAP-based platform providing continuous service availability to global users.
Achieved Global Reach
Deployed the platform across 50+ countries, incorporating multilingual capabilities and region-specific customizations.
Accelerated Digital Orders
Scaled a unified system that fueled growth across OEM and aftermarket channels, driving a surge in digital orders and warranty claims.
Streamlined Operational Efficiency
Reduced technical debt and optimized workflows through a centralized, scalable platform.
Delivered Agile Execution
Executed a flexible, multi-phase rollout through Birlasoft’s adaptive delivery model tailored to evolving business needs.
Knorr-Bremse Overhauls Legacy E-commerce to Drive Global CX Innovation
The Challenge
Confronting challenges from an aging, rigid e-commerce system, burdened with technical debt, Knorr-Bremse set out to modernize its digital customer platform. The goal: implement a centralized, future-ready solution with the ability to scale and adapt across global markets.
Approaching the Challenge with Key Actions:
- Standardized Globally: Built a unified platform template to ensure consistent product support and streamline future rollouts across regions.
- Rolled Out in Phases: Launched an MVP in the US and UK (June 2020), then expanded rapidly to 15+ EMEA countries, North America, and Asia Pacific—tailoring experiences with localized languages and features.
- Enhanced Capabilities: Integrated key functions like warranty management and a training portal, while ensuring extensibility for future markets and channels with minimal rework.
Birlasoft accelerates Knorr-Bremse’s digital shift using agile delivery.
Knorr-Bremse partnered with Birlasoft for its proven domain expertise and adaptable delivery model. Birlasoft executed a multi-phase, agile transformation anchored on three key pillars:
- Assessed and Strategized: Conducted a comprehensive IT and business process evaluation, co-creating a roadmap to migrate to a cloud-based, integrated platform.
- Modernized and Scaled: Led the shift from legacy systems to a scalable SAP e-commerce platform, launching an MVP and expanding across regions with localized features.
- Sustained and Evolved: Delivered ongoing managed services, continuous enhancements, and guided the transition to a headless architecture to future-proof the platform.
Knorr-Bremse Captures Value Through Digital Transformation
Partnering with Birlasoft, Knorr-Bremse unlocked measurable gains in efficiency, experience, and agility:
- Streamlined Operations: Reduced technical debt and enabled rapid rollouts across 50+ countries with scalable architecture.
- Elevated CX: Delivered 24/7 access, cut customer service calls by over 40%, and improved satisfaction with self-service capabilities.
- Boosted Sales & Agility: Drove exponential growth in digital orders, warranty claims, and aftermarket support through a unified, future-ready platform.
Every digital transformation initiative presents unique challenges, burdened by technical, process, and cultural debts. Securing the right partner—one with domain expertise, a solution-driven mindset, and adaptability to the enterprise’s specific context—drives successful execution.
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