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Since its launch more than six years ago, the SupplyOn Support Center has been very popular among users. With more than a million clicks per year, it offers users a comprehensive range of help pages, tutorial videos and individual customer portals. But that's not all - the support portal is constantly evolving and setting new standards in digital support. Groundbreaking technologies for maximum efficiencyThe SupplyOn Support Center uses the latest technologies and intelligent services to resolve support queries faster and more accurately than ever before.✅ AI-powered problem analysis: Artificial intelligence recognizes patterns and analyzes support cases in real-time to provide targeted solutions.✅ Semantic search: Users find relevant answers and solutions in seconds thanks to intelligent algorithms that understand natural language and deliver contextual results.✅ Observability: Our proactive monitoring components analyze user behavior and automatically derive improvements.✅ Proactive notifications: Early warnings alert users to potential problems before they occur, helping to prevent outages.✅ Omnichannel support: Users can get help through a variety of channels, including the AI-powered chatbot, the self-service portal, email, or phone.The next stage of evolution: AI-powered assistance botThe next major milestone is the introduction of an intelligent AI assistance bot. This will be integrated directly into the application and will use linked customer data to provide personalized assistance in real-time. Rather than being reactive, the bot will automatically recognize what help a user needs and proactively suggest solutions.Features of the new AI assistant botAutomatic error detection and correction: The system identifies potential problems at an early stage and offers solutions before the user needs to take actionPersonalized recommendations: Based on previous requests and usage data, AI suggests customized supportSeamless application integration: Users no longer have to switch between different systems-the bot provides help right where it's neededAdvanced speech and text processing: Using state-of-the-art NLP technologies, the bot understands natural language and provides accurate answers in real-timeConclusion: A next-generation support experienceThese innovations make the SupplyOn Support Center one of the most advanced of its kind. It goes far beyond traditional support to provide an intelligent, seamlessly integrated and proactive help experience. Users benefit from faster solutions, intelligent error prevention and unique, personalized support.The future of support is here - and it's smarter than ever!
After two years of intensive work, the time has finally come: SupplyOn Invoicing has been completely redesigned. Since mid-2024, all users have been working on the new user interface. This measure was a decisive step towards user-friendliness and technical modernization. What sets the new interface apart? And what were the key success factors for its successful implementation?A technological milestoneThe new user interface is based on Google Material Design, a modern design system that not only looks good but also sets the highest standards in terms of user-friendliness and performance. This makes Invoicing technologically state of the art and ideally equipped for future requirements. Material Design is now the new SupplyOn standard for a seamless user experience.The highlights of the new interface include:Simplified operation and improved navigation that accelerate work processesFunctional enhancements, such as faster and easier error handlingStep-by-step introduction of AI-based rules, which simplify data entry through automatic pre-fillingHigh-performance loading times, enabling efficient and seamless workThe Path to the perfect solution: users in focusThroughout the project, we actively engaged with users:Conducted numerous user interviews to identify needs and validate improvement suggestionsHosted feedback sessions and Supplier Community Events to continuously optimize the interface and ensure the best possible user experienceThrough this close collaboration, we ensured that the new interface is not only modern in appearance but also meets the real-life demands of daily usage.The Transition: Gradual and SeamlessThe migration to the new user interface was carried out step by step to ensure a smooth and secure transition.Option to switch back: During the rollout phase, users had the ability to switch between the old and new interfaces to familiarize themselves with the changes.Phased rollout: The new interface was rolled out in multiple stages, allowing early identification and resolution of potential challenges. This approach helped maximize the value of the new interface and ensured a seamless transition.The result: enthusiastic user feedbackSince mid-2024, the new user interface has been live – and the feedback has been overwhelmingly positive. Users particularly praise:The clear and modern designThe increased efficiency in daily tasksThe high adaptability of the application to individual needsA look into the futureWith the new interface, SupplyOn Invoicing is well prepared for the coming years. Users can expect regular updates to integrate new functions and features and to further improve the user experience.
In today's digital world, high service level agreements (SLAs) are a key competitive advantage. When using internet platforms, customers expect them to operate without interruption. For many businesses, even short downtimes can have serious consequences. Of course, no technology is immune to failure. So 100% availability is a very ambitious goal. A key component in achieving this goal is the implementation of observability as a core principle of system monitoring and optimisation.What is the key success factor of observability for 100% availability?Unlike traditional monitoring systems, monitoring methods are usually "reactive". In the worst case, this means that a failure is only detected when it has already occurred. A comprehensive observability strategy detects potential problems before they cause failures. Teams quickly identify and resolve anomalies in metrics like latency or memory usage.If a problem occurs, observability helps to quickly identify the possible cause. Traces provide precise information about where delays or errors occur, while logs provide the necessary details to analyze the cause. By continuously analyzing system metrics and logs, bottlenecks and vulnerabilities are detected before they affect availability. This means that optimization is proactive. In practice, logging an application is a major challenge. Logging data must be defined and implemented by the application developers together with the operating units, among others. Here, the DevOps concept plays an important role again, which must be implemented “hand in hand” in practice. Observability should therefore be an integral part of the DevOps workflow.Modern IT systems often use microservices that run in both the cloud and on-premises data centers, with different teams managing them based on the application. Observability creates transparency and provides a better understanding of dependencies and potential vulnerabilities in these complex architectures, promoting a culture of continuous optimization.Challenges in implementing observabilityThe most common problems include selecting the right tools for analyzing mass data. Key technologies include APM (application performance monitoring) tools with AI functions developed specifically for observability. Due to the high volumes of data generated by monitoring, it is necessary to use high-performance databases and event bridges to bundle events and provide detailed control over the delivery of messages to different recipients.ConclusionObservability is an indispensable tool for companies striving for the highest availability. It is not a one-off task, but an ongoing process. It enables organisations not only to react to problems when it is too late, but also to counteract them proactively. Teams can overcome potential organizational resistance by clearly communicating the benefits and added value. The investment in observability pays off: it increases the stability and performance of systems, bringing you a decisive step closer to the goal of 100% SLA availability.
A digital twin is defined as the digital image of a product or process. It supports process optimization, early error detection, and automation gains along the entire value chain. New, service-oriented business models can be created based on the digital twin. However, the German economy is still having a hard time with digitization and an even harder time with digital twins."A large proportion of companies are using digital technologies to secure their competitiveness, but not to develop new business models, for example in the form of digital, portfolio-complementing value-added services," says Michael Finkler, VDMA Board Member for Software and Digitalization, in a recent article for Industry of Things (article in German).Digital twin — already a realityAdmittedly, digital twins are not yet at the forefront of many conversations and processes at customers and suppliers to create new value-added products and services. Nevertheless, SupplyOn has been working on this in the background for some time. For each material number, for example, all available data — even at serial number level — is combined and made available. This makes it possible, for example, to automate goods receipt or to provide quality data electronically. SupplyOn supports various initiatives in this regard, such as Industry 4.0, Asset Administration Shell (AAS) or Catena-X standardization.Hence, the foundation is laid for companies to develop their own value-added services or secure competitive advantages based on a digital twin. Now it's time to get active and creative!
