Self-service that reads from the system of record.
Order history, invoices, deliveries, order status, repeat ordering and account data — with S/4HANA as the source of truth.
Where service volume actually comes from
"Where is my order?" questions that the ERP could answer instantly. Invoice and delivery-note requests handled manually by finance or service teams. Buyers unable to see orders placed by colleagues in the same organisation. Reordering that requires a salesperson because history is not available online.
What we build
Unified order history: Orders across channels — web, EDI, sales-entered — visible in one place with the right permissions. Live status: Order, shipment and delivery status sourced from ERP and OMS rather than a stale copy. Invoices & documents: Invoices, delivery notes and certificates retrieved on demand and downloadable. Reordering: Reorder from history, saved lists and templates for recurring purchasing. Organisation visibility: Permission-aware access so administrators see their organisation and buyers see their scope. Search & filtering: Finding an order by PO number, reference, date or product without paging through lists.
How it is engineered
On-demand retrieval: Documents and history fetched from the system of record with caching where it is safe. Permission model: Access aligned to B2B organisation structure, tested against real hierarchies. Performance: Large order histories paged and indexed so the account area stays responsive. Resilience: Graceful behaviour when a backend is slow, with clear messaging instead of blank screens. Auditability: Document access logged where compliance requires it. Accessibility: Account journeys usable by keyboard and screen reader.
How we deliver self-service
Analyse actual service requests to find the questions worth automating first. Confirm which system owns each data point and document the retrieval path. Deliver the highest-volume journey first and measure the service impact. Test permissions against real customer organisation structures. Iterate based on what customers still call about.
Self-service questions
Where does the data come from? From the systems of record — typically the ERP for orders, invoices and documents, and the OMS for fulfilment status — retrieved on demand rather than duplicated into commerce. Can customers see orders placed offline? Yes, provided those orders exist in the ERP. Unifying web, EDI and sales-entered orders in one history is usually the single biggest service improvement. How are permissions handled? Access follows the B2B organisation structure: administrators see their organisation, buyers see their own scope, and we test this against real customer hierarchies before launch. Does this reduce service workload? That is the intent, and it is measurable — we recommend baselining request volumes by type before launch so the effect can be evaluated honestly rather than assumed.