Case Study: Knorr-Bremse accelerates global CX and digital orders with Birlasoft's SAP e-commerce transformation

Knorr-Bremse AG boosts CX across 50+ countries with Birlasoft

Knorr-Bremse AG, a global leader in brake systems and mobility solutions, partnered with Birlasoft to modernize its aging and rigid e-commerce platform. The challenge was to reduce technical debt and implement a centralized, scalable solution that could support the company's goal of elevating customer experience and accelerating its global expansion across more than 50 countries.

Birlasoft implemented a robust SAP-based CX solution using an agile, multi-phase delivery model. The solution provided 24/7 customer access, incorporated multilingual and region-specific customizations, and integrated key functions like warranty management. As a result, Knorr-Bremse saw a over 40% reduction in customer service calls and a significant surge in digital orders. Birlasoft delivered a scalable platform that streamlined operations and fueled global growth.

Knorr-Bremse AG