1. Executive Summary
A global enterprise improved customer satisfaction and reduced support load by integrating SAP-driven product replacement logic into its online ordering platform—delivered via an LLM-powered assistant developed by Intersoft. When clients encountered discontinued products, the assistant now proactively offered suitable alternatives, directly sourced from SAP data. This automation reduced client frustration and improved continuity in procurement processes. Future expansions include embedding real-time client-specific pricing and live route tracking into the same conversational layer.
2. Client Context
The client, a global industrial distributor, offers an extensive product catalog to B2B clients through its online ordering platform. Customers frequently reorder from existing parts lists, and when items were discontinued, they relied on manual support channels to identify substitutes—delaying orders and adding operational friction.
3. The Challenge
- High number of customer inquiries related to discontinued SKUs
- Inconsistent access to substitute product data from SAP
- Support team overload due to repetitive product replacement queries
- Disruptions in client operations due to lack of real-time alternatives and status updates
4. Our Approach
Intersoft proposed a proactive intelligence layer embedded in the ordering experience:
- Discover: Mapped the typical client journey for discontinued product discovery and response times
- Design: Architected a middleware API to surface SAP-maintained replacement product logic through the LLM assistant
- Deliver: Embedded this logic into the digital assistant to instantly inform users of available substitutes—no email or phone support needed
5. The Solution
The delivered assistant could now:
- Automatically detect when a client searched for or attempted to reorder a discontinued item
- Retrieve and present SAP-designated replacement SKUs and related documentation
- Offer clients a direct link to order the alternative product or submit questions if exceptions were found
6. Outcomes / Impact
- Eliminated 85% of Replacement Product Inquiries via self-service
- Reduced Time-to-Resolution for discontinuation-related cases from hours to seconds
- Improved Order Continuity: Clients proceeded with alternatives without breaking procurement cycles
- Freed Up Internal Teams: Support staff could now focus on complex or exception-based cases
7. Lessons Learned / Critical Success Factors
- Tight SAP Integration Is Critical: Replacement data must be accurate and real-time to avoid downstream issues
- Context Matters: Presenting alternatives within the same interface where the product is found creates minimal disruption
- Client Empowerment Works: Users prefer to solve issues themselves—if the data and interface are intuitive
8. Why Intersoft?
Intersoft’s ability to bridge enterprise systems like SAP with LLM-powered interfaces enabled a scalable solution that felt native to the user while harnessing backend complexity. Our hybrid expertise in AI and ERP made us the ideal transformation partner.
9. Next Steps / Looking Ahead
- Client-Specific SAP Pricing: Display real-time pricing per contract or account via secure SAP integration
- Live Route & Delivery Tracking: Integrate shipment tracking data to the assistant, enabling full lifecycle order visibility
- Rollout to APAC: Following the success, global deployment is in planning to align with localized pricing and routing systems
10. Contact & Call to Action
Ready to connect SAP intelligence directly to your customer interface? Contact Intersoft at intersoft.nl and explore how our solutions can reduce support volumes, drive satisfaction, and improve operational agility.
