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The challenge
Fragmented systems and a poor customer experience
The project started as part of Bystronic’s service digitalization initiative. With Salesforce already rolled out globally, the company had the opportunity to simplify its IT landscape. Multiple systems such as Drupal, SAP, SharePoint, and Quanos were in use and only loosely connected.
For customers, this led to practical challenges: limited transparency, unclear processes, and few self‑service options. It also made it difficult to provide a consistent service experience across markets. Internally, fragmented systems reduced efficiency and made scaling more complex.
The new customer platform was created to address these challenges and provide clear, tangible improvements:
- Better transparency and communication in service
- More efficient, end‑to‑end processes
- Expanded and easy‑to‑use self‑service options
- A consistent customer experience across all regions
- A simplified and harmonized internal system landscape
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Project Highlight
A central customer platform serving as a single point of access for service, e-commerce and machine documentation, with globally scalable self-service
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Project Timeline
Ongoing project
Second phase planned from Q2 2026
The goal
A central customer touchpoint
Bystronic aimed to create a central customer platform that would serve as a single point of access for all customer‑relevant services.
The key focus areas included:
- A consistent user experience across every touchpoint
- More transparency in service cases and spare parts orders
- Expanded self‑service options
- A scalable platform that enables standardized, global processes
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The solution
A central customer platform built on Salesforce
SUNZINET designed, implemented and integrated, Salesforce‑based Customer Platform for Bystronic, intelligently connecting previously isolated systems.
Key features of the platform include:
- Service case management: Customers can centrally create, view, and track service requests
- E‑commerce integration: Spare‑parts orders are handled more transparently and efficiently
- Product and machine documentation: All relevant information is available in one central location
- Unified user journey: Clear structures and consistent processes across all services
The result is a central single point of access that eases the workload for both customers and internal teams while sustainably simplifying processes.
Value delivered
Greater efficiency, transparency, and self‑service
The new customer platform delivers measurable value on multiple levels:
- Improved customer experience: Unified access to all services and information
- Stronger self‑service capabilities: Customers can independently manage products, documents, and service cases
- More efficient processes: Reduced manual effort and fewer system breaks
- Global scalability: A single platform supporting standardized international processes and future growth
As a result, Bystronic not only improves customer satisfaction but also strengthens its digital competitiveness.
Results
A future‑ready digital service and commerce platform
With the new customer platform, Bystronic has consolidated service, commerce, and information into a single, integrated solution. Customer interactions are now more transparent, efficient, and consistent across all touchpoints.
The project illustrates how a clear platform strategy and the targeted integration of existing systems can drive digital transformation in a structured and sustainable way. At the same time, the platform delivers tangible improvements in operational efficiency, transparency, and overall customer satisfaction.
A second project phase is already planned and is expected to begin in the second quarter of 2026.
A reliable partner for complex digital solutions
Our two-day on-site kick-off workshop and the initial meeting between Sunzinet and Bystronic laid the foundation for a trusting collaboration and open communication. Despite the high complexity and numerous departments involved on our end, the team quickly developed a deep understanding and guided us confidently through the project. During challenging phases, they were always professional, supportive, and highly committed to implementing solutions together.The expertise of the team (Architects & Developers) deserves special mention; they not only understood our requirements but also responded flexibly to new insights and changing circumstances. Even after the initial go-live, we continue to develop the solution together and consider Sunzinet a key partner in ensuring its continued success.
About the customer
Bystronic is a leading global provider of solutions for sheet metal and material processing, actively shaping the future of industrial manufacturing. The company combines laser cutting systems, press brakes, automation, and software with innovative laser applications for new materials and production processes.
Its portfolio covers a wide range of use cases — from marking and micro‑processing to complex cutting and welding — enabling connected, efficient, and sustainable production environments worldwide.
Headquartered in Switzerland, Bystronic operates development and production sites in Germany, Spain, Italy, China, and the United States. The company serves customers in more than 30 countries through its own subsidiaries as well as a global network of partners. Since 2021, Bystronic has been listed on the Swiss stock exchange SIX (SIX: BYS).
