Sime Darby – Codeme Pro

Enterprise Customer Experience

Revolutionizing Global Engagement through Unified Digital Portals

Transforming fragmented sales, service, and billing touchpoints into a cohesive, SAP-integrated ecosystem to drive digital-first customer excellence.

Optimizing Global Enterprise Service Delivery

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Support Reduction

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Faster Resolution

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User Adoption

The Challenge

Overcoming Disconnected Customer Touchpoints

Before the new platform, Sime Darby’s customers interacted through fragmented systems, leading to high support dependency and a lack of a single customer truth.

Data Fragmentation:

Disconnected systems across regions made it impossible to maintain a single, accurate source of truth for customer interactions.

Support Overload:

High dependency on manual support teams for basic requests like billing and order status slowed down operational momentum.

Inconsistent Experience:

Fragmented channels led to delayed service and a disjointed brand experience for global enterprise clients.

Key Modules Delivered

A Unified Digital CX Engine

We engineered a unified, enterprise-grade portal that consolidates all customer touchpoints. By integrating deeply with SAP ERP, we shifted operations to a self-service, digital-first model.

Unified Customer Portal

SAP Bi-Directional Sync: Real-time integration with backend ERP, CRM, and billing systems for total data accuracy.

Integrated Self-Service Module

Automated Workflow Engine: Streamlined service request processing and automated status updates for global users.

Real-Time Order & Billing Dashboard

Enterprise-Grade Security: Multi-layer authentication and SSO ensuring secure access across various international regions.

The “Why”

Technology & Outcomes

Tech Highlights

Platform

Reactive Web for high-performance, responsive user experiences.

Integration

API-first architecture connecting SAP, CRM, and legacy billing platforms.

Security

Enterprise SSO and role-based access for complex organizational structures.

Strategic Benefits

Self-Service Empowerment:

Reduced manual support dependency by giving customers direct tool access.

Unified Data Visibility:

A single digital truth for all interactions, improving decision-making.

Operational Agility:

Faster request resolution and the ability to scale services globally with ease.

Measurable Impact Since Go-Live

Shifting to a digital-first ecosystem allowed Sime Darby to move from a reactive, support-heavy model to a streamlined, self-service operation that enhances global satisfaction.

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Reduction in manual customer support dependency and operational overhead.

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Faster resolution of customer service requests and billing related inquiries.

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User adoption achieved within the first six months of the new portal global rollout.

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Real-time visibility into order status and transaction history for all clients.

Setting the Standard for Digital-First Enterprise Service

This solution has redefined how industrial giants interact with their global base, proving that complex legacy environments can be transformed into agile, customer-centric digital ecosystems.

Other Case Studies

Discover the Full Impact

Explore how our solutions drive real results across industries—each case study highlights measurable outcomes, innovative strategies, and transformative experiences.

MDEC: National Digital Economy Portal

Consolidating three national flagship initiatives into a high-velocity, unified ecosystem to drive digital transformation at a national scale.

Sime Darby: Unified Enterprise CX Platform

Revolutionizing global customer engagement by integrating fragmented legacy systems into a seamless, SAP-driven self-service ecosystem.

Air Selangor: Next-Gen Field Service Management

Modernizing mission-critical incident response for 8.4 million residents through a mobile-first, real-time field operations platform.

Maybank: Scaling Innovation via Strategic CoE

Establishing a world-class Center of Excellence to standardize, secure, and accelerate enterprise-grade digital delivery across the banking sector.

Let’s Architect Your Next Solution

Reach out to our strategists to discuss how we can streamline your operations & accelerate your growth.