Case Study: Oshkosh achieves real-time supplier and employee responsiveness during COVID-19 with SAP SuccessFactors

Providing Critical Support in Times of Crisisfor Customers and Employees Around the World

Oshkosh, a global builder of specialty trucks and access equipment, faced COVID-19 disruptions that limited in-person supplier connections, created time-zone communication gaps, and left feedback collection highly manual with repeated customer touchpoints. To address these challenges, Oshkosh partnered with SAP SuccessFactors, leveraging Qualtrics solutions (Qualtrics CoreXM, CustomerXM and EmployeeXM) to capture real-time experience data from suppliers, customers and employees.

SAP SuccessFactors implemented a COVID-19 Supplier Risk Tracking Program and consolidated touchpoints into a single dashboard to enable two-way, real-time collaboration with suppliers and faster employee response. The program drove measurable impact: 60% supplier response rate (with a 5% week‑over‑week increase), 75% employee response rate, 130+ improvement ideas from staff, a move from 9 to 10 expected satisfaction for young professionals, reduction to a single employee contact point, and growth of experience ambassadors from 1 to 70.

Oshkosh

Katrina Schiedemeyer

Senior Engineer of Supplier Development