Transforming After-Sales Service with a Smart SAP-Integrated Partner Portal for Maax and Neptune
Konabos enhanced Maax and Neptune’s after-sales operations by building a robust SAP-integrated Partner Portal used by nearly 7,000 dealers, enabling streamlined return and service requests, real-time stock checks, delivery updates, and improved transparency across the partner network.
Project Brief
Maax and Neptune, two leading brands in the bathware manufacturing space, needed a centralized digital solution to improve their after-sales service operations and partner experience. Konabos was brought in to architect and implement a robust Phase 2 upgrade of their SAP-backed Partner Portal. The goal: allow authorized dealers and partners to initiate product returns, request services, check stock levels and lead times, and get real-time updates on deliveries, all from one self-serve interface integrated tightly with backend SAP systems.
Challenges
Maax and Neptune were facing multiple operational inefficiencies in handling returns, service requests, and inventory checks. Their legacy systems lacked transparency, required significant manual intervention, and offered limited visibility to partners. Key challenges included:
- No streamlined digital process for submitting and managing service or return requests
- Manual processes for tracking stock availability and delivery timelines
- Limited integration with SAP for data access and automation
- Inability to handle complex logic based on reason codes, product hierarchy, and serial number validation
- Absence of scalable partner management across numerous stores and representatives
Our Approach
We delivered a seamless, SAP-integrated partner portal that dramatically improved operational workflows for both partners and internal teams. Key components of the implementation included:
- Custom web services built on SAP ABAP to enable return authorization, service request creation, product lookups, and stock checking
- Smart logic to route requests based on reason codes, defect-related requests generated service notifications, while other reasons triggered return authorizations
- Serial number and PO/invoice-based product validation tied directly to SAP production and sales tables
- File attachment and FTP integration for service request photo uploads
- Email notification system for delivery updates, service creation, approvals, and confirmations
- Detailed search and tracking functionalities for service requests and return authorizations, with real-time status updates
- Enhancements to Phase 1, including opt-in email notifications for delivery changes and enriched order search capabilities
- Built-in audit logs, monitoring tools, and KPI reporting via custom SAP tables and SRT_UTIL logging
Results
The upgraded Maax and Neptune Partner Portal delivered significant business value:
- Empowered nearly 7,000 dealers across North America to self-manage returns and service requests
- Reduced manual workloads for the customer service and logistics teams
- Improved turnaround time for service and returns processing
- Increased visibility into product availability and delivery timelines
- Enhanced user experience across a broad partner network of stores, reps, and agents
- Strengthened SAP integration and data accuracy through smart automation and centralized logic
- Achieved a scalable, supportable solution that empowers partners while maintaining internal process control
Testimonials
Konabos’ recommendations and detailed documents helped us with the cultural shift to make the next moves toward a robust digital future.
John Lurquin
Chief Marketing and Development Officer
Testimonials
I will not hesitate to select Konabos as a training provider again in future.
Olga Novikova
Manager, Talent Development
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Konabos is like an extension of ABG's team. They are honest and trustworthy in highlighting ways we can better utilize our resources to save money.
Marc Lamothe
Director Of Web Technology
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Konabos was instrumental in improving the stability and performance of our website. They pinpointed the issues and clearly communicated the plan to resolve them. Konabos also made themselves available for troubleshooting at a moment's notice, which was very reassuring.
Denise Moorcraft
Director Application Services
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Konabos demonstrated unmatched expertise in our American Bath Group kiosk development. Their commitment to excellence and timely delivery resulted in a cutting-edge and user-friendly product that elevated our brand and significantly enhanced customer engagement. From design to implementation, Konabos’ dedication to understanding our unique needs set them apart. We highly recommend their services to anyone seeking innovation and “true” collaboration.
Jason Burdette
EVP MarCom and CX
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We were not sure whether updating our legacy systems would help or if we were sunk; Konabos really helped us gain clarity of our options to achieve our envisioned future state.
Holly Keily
Research Department Manager
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We walked away from meetings with Konabos saying, Wow these are the kind of recommendations that we need and there was no beating around the bush. What really helped deliver the best experience, was the fact that Konabos is personally invested in what we are doing here at Toastmasters.
Bianca Montoya
Design Team Manager
Testimonials
Konabos’ recommendations and detailed documents helped us with the cultural shift to make the next moves toward a robust digital future.
John Lurquin
Chief Marketing and Development Officer
Testimonials
I will not hesitate to select Konabos as a training provider again in future.
Olga Novikova
Manager, Talent Development