In 2024, we Enjoyed a Number of Successful Events Which Gave us the Opportunity to Gather Valuable Customer Feedback

Table of contents:

• Innovation driven by feedback: events as platforms for discussion
• Roadshows
• Info-casts
• BME eLösungstage (solution days for electronic procurement, materials management, and logistics)
• DSAG-Jahreskongress (annual congress of the German-speaking SAP Users' Group)
• 2024: focus on exchange and feedback

It is common knowledge that any company which ignores customer feedback runs the risk of overlooking the needs of its target group and failing to develop products that meet market demands.

Let’s look at the following scenario: Andy is planning a cozy movie night with his family. He is looking forward to a new action movie and convinced that everyone will love it. However, he quickly realizes that his sister is unable to relax during action movies and his father would have preferred to watch a comedy. A quick chat in advance could have helped Andy pick a movie that would have made everyone happy.

There is a similar situation in the corporate world: customer feedback and a lively exchange enable companies to develop and optimize solutions that meet the needs of their customers. Feedback helps to avoid misunderstandings and increase customer satisfaction.¹ We at AFI Solutions are committed to promoting a culture of knowledge exchange and joint development. We not only embody this philosophy in our daily lives, but also actively communicate it at various events in which we participate.

Innovation driven by feedback: events as platforms for discussion

Scientific findings indicate that companies which actively respond to customer feedback can not only improve their products and services, but also create real innovations. According to an article in Harvard Business Review, companies that integrate regular feedback loops into their products not only have higher revenues, but also receive more reviews and strengthen customer loyalty in the long term. The beauty of this is that feedback leads to more sustainable customer loyalty and promotes the development of products and services that meet customer needs.²

Events provide a valuable forum for intensifying the exchange with customers. They allow us to share experiences and address the specific preferences and needs of customers. Direct dialog fosters a creative environment in which new, innovative ideas can flourish. This year's events, which we attended and hosted, are excellent examples. These are some highlights from 2024:

Roadshows

Hamburg, Cologne, Salzburg, and Stuttgart – our e-invoicing roadshows have shed light on the subject and provided a clear and concise introduction to e-invoicing. In addition to the most important legal and technical aspects, practical presentations and interactive “espresso sessions” also highlighted specific solutions to help companies prepare for the upcoming e-invoicing mandate.

The discussion among the participants was a central part of the events, in addition to the informative presentations by AFI Solutions experts. A direct dialog with and among the customers took place during lunch and after the espresso sessions, which gave us valuable insights into the individual requirements of the companies.

Many visitors took the time to share their insights and perspectives on current topics and challenges. “It was entertaining and well-paced,” said one participant. Particularly noteworthy was the positive reaction to the depth of the insights: “Thanks for the informative day! I was expecting a sales pitch, rather than actually learning so much!” In addition, we received valuable feedback on the topics that participants would like to explore in more depth in the future. The following were mentioned most frequently:

-  Process optimization in accounting
-  Artificial intelligence (AI), machine learning, robotic process automation (RPA)
-  Purchase-to-pay process 

These suggestions highlight where there is a thirst for knowledge and reveal the needs of the industry. They help us to sharpen our future events and portfolio and ensure that we focus on where the demand for more information and practical solutions is particularly high.

Info-casts

This year, our info-casts also provided a valuable exchange of knowledge on the complex topics surrounding electronic invoicing. The focus was on current developments in Europe and country-specific regulations. The comprehensive modernization of the VAT system, i.e. the upcoming EU initiative “VAT in the Digital Age”, was also examined in more detail.³

With particular emphasis on the Growth Opportunities Act and the introduction of the e-invoicing mandate in Germany, it was and is crucial to explain the basics in a comprehensible way and to actively involve the participants. We presented practical keys and demonstrated how companies can successfully meet the e-invoicing challenge with our solutions. An open dialog and the subsequent feedback from participants make a significant contribution to any further development of our services and products. At the same time, users benefit from valuable insights into practical implementation. The experience and expertise of companies help to build trust and credibility on the market.⁴ As a provider of e-invoicing solutions, it is therefore particularly important for us to continue to share our expertise in this complex field in the future.

BME eLösungstage

This year's BME eLösungstage (solution days for electronic procurement, materials management, and logistics) took place in Düsseldorf according to the motto “Equip your procurement for the future!” We attended as a leading provider of SAP add-ons. Our presentation “Enhance YOUR processes! Cost-efficient work and potential in operational procurement” highlighted how companies can design their procurement processes to be effective and future-proof.

Our presentation focused on the transformation of procurement into a digital procurement 4.0. We also highlighted the potential of procurement 5.0, in which technologies such as robotic process automation (RPA), artificial intelligence (AI), and automation are revolutionizing the procurement process. These technologies simplify workflows and significantly increase efficiency. Another important aspect was the use of e-tools in the purchase-to-pay process, which minimize manual tasks and provide staff with more time for strategic and value-adding activities. Examples include apps for non-SAP users, the digital verification of order confirmations, and monitoring and specification in procurement.

With around 100 partners and exhibitors, the trade fair was an excellent opportunity not only to present our solutions, but also to gain deeper insights into the current challenges facing the industry. The intensive exchange of ideas on site has once again made us realize how important it is to attend events and maintain direct contact with our customers, because 68% of customers leave brands if they feel that a company is not interested in them.⁵ This insight demonstrates that personal contact is crucial to building trust and better understanding our customers' needs.

DSAG-Jahreskongress

“The future triad: users, SAP and partners setting the pace of transformation” was the motto of this year's DSAG-Jahreskongress (the annual congress of the German-speaking SAP Users' Group) in Leipzig. The central question was how collaboration between users, SAP and partners can act as a driving force for digital transformation. It became clear that it is more than just a technological challenge. The active role of all parties involved is crucial to making digital change a success.

This year, our focus was primarily on cloud security, an important topic for the future of the SAP community. Companies are increasingly moving from on-premises solutions to cloud-based models and add-ons. Therefore, ensuring a robust security in the cloud is essential when it comes to making digital transformation secure and sustainable. It is vital for companies to know how to adjust their security concepts in order to minimize risks such as data leaks or unauthorized access. Topics such as encryption, access management and compliance with industry-specific requirements play a central role in this context. Close cooperation between SAP, partners and users is essential to make hybrid IT landscapes secure and to prepare companies for the future in the cloud.

Another central and increasingly important aspect for companies is climate neutrality. In this context, pronavio, a subsidiary of AFI Solutions GmbH specializing in sustainability consulting and management, provided information on topics such as the Corporate Sustainability Reporting Directive (CSRD) and how to calculate the carbon footprint. These measures help companies to meet both regulatory requirements and sustainability goals.

With roughly 3,800 member companies, the annual congress of the German-speaking SAP Users' Group (DSAG) is the central meeting place for SAP users in Germany. Every year, the event provides valuable insights into the latest developments in SAP and the topics that are driving the industry. The atmosphere was characterized by a palpable dynamism that promoted high-level exchange and networking. We also took this opportunity to engage in intensive discussions with our customers, make new contacts and gain important insights into their needs and challenges.

Susan Döhring – product owner of the products AFI Purchase and AFI Confirmation states: “My highlight of this year's visit were [...] all the conversations with our customers and prospective customers at our exhibition stand. These constructive and open discussions as well as the interest in working together and expanding our business relationship are a great motivation for me and any further development of our software solutions AFI Confirmation (incoming order confirmation), AFI Purchase (requirement coverage requests) and AFI ProcureDocs (order dispatch).”

2024: focus on exchange and feedback

For us at AFI Solutions, the year 2024 was characterized by numerous industry-relevant events that went far beyond those described. All these get-togethers provided us with valuable opportunities for intensive discussions and exchange with our partners, customers, and other companies. In doing so, we once again became aware of the central importance of feedback for our continuous improvement and innovation. After all, “seeking and responding to feedback is an important step for every company in all areas [...]. It helps to improve our daily work, products, and services”.⁶

We look back with gratitude on a year full of valuable encounters and look forward to incorporating the insights gained into our future work.

In the next blog article, you can read about how we go beyond mere feedback and actively involve our customers in the development process – the keyword is co-creation.

Sources: 
1 https://www.pureconsultant.de/de/management/kundenorientierung/
2 https://hbr.org/2023/07/to-get-better-customer-data-build-feedback-loops-into-your-products
3 https://blog.seeburger.com/vat-in-the-digital-age-vida-an-initiative-to-modernize-the-vat-system-in-the-eu/
4 https://fastercapital.com/de/startup-thema/einzigartige-Vorteil-von-Erfahrung-und-Fachwissen.html
5 https://goldmarie-friends.de/blog/statistiken-zu-loyalty-und-kundenbindung/
6 https://filestage.io/de/blog/feedback-prozess/