Case Study: KION North America achieves 96% online order adoption and rapid cloud migration with Intershop

A great example of a successful cloud migration

KION North America, a leading manufacturer of material handling equipment, faced scalability and customer‑experience challenges as rapid market growth exposed the limits of its legacy commerce stack and a competing cloud solution that hurt order volume and satisfaction. To modernize and restore customer trust, KION North America migrated to Intershop’s cloud‑based Commerce Management solution.

Using the Intershop platform (implemented with partner DSS Partners and their DIAS accelerator), KION launched new dealer and admin portals with SSO, real‑time SAP ERP integration, and 24/7 self‑service in under six months. The Intershop solution drove measurable impact: 96% of orders are now taken online, daily online orders rose 15%, customer service headcount for after‑sales dropped from 10–12 to 2–3 (saving thousands annually), and overall customer satisfaction significantly increased.

KION North America

Chris Thomas

Aftermarket Development Manager