No more individual solutions
iXworld combines three elements under one interface: iXshop, iXservices and iX4.0. According to Index, these three components offer everything the customer needs to quickly find their way around. This includes making the right product or spare parts selection and using the full range of services - from self-service and remote service to IoT functionalities.
Jung: “The platform is based on the latest SAP technologies: SAP Sales Cloud, SAP Service Cloud, SAP Commerce Cloud and SAP AIN. We have seamlessly linked the SAP technologies to create a comprehensive customer experience in iXworld.”
The right time for Index-Werke
It was exactly the right time, says Jung: “The decision was made that we could not continue as before.” After a detailed analysis of the existing software landscape, the result was clear: Index had previously been using around 30 different software solutions - a complex IT landscape that caused many problems and wasted time due to its heterogeneity. Jung comments: “We wanted to achieve our goal quickly and use integrated solutions instead of the previous individual solutions. It turned out that SAP's comprehensive product range could replace all of our previous software solutions and improve our results.”
Optimal partnership
Throughout the entire process, everyone involved could be sure of unrestricted management support. All three managing directors at Index supported the new strategy unreservedly. “The whole thing was not an end in itself, because consistent, homogeneous systems also offer our customers significant added value,” emphasizes Jung.
By concentrating exclusively on SAP products, Index now has confidence in the future with SAP. At the beginning of the partnership, the company was rather skeptical. “We had been given the option of ending the collaboration after a phase 0, in which we looked for showstoppers, if the product or working methods did not meet our expectations,” says Index manager Jung.
Now he is very satisfied. Geppert from SYBIT is also enthusiastic about the collaboration: “Index is innovative, pragmatic, collaborative - you couldn't wish for better.”
When Jung is asked to assess the project in retrospect and is asked whether there were any problems, he tends to think of issues relating to the project process. When introducing the Sales Cloud, 200 employees were trained over a period of two and a half months. “We went into a lot of detail, we could have kept it leaner - with the same results. Today, I would go live earlier and incorporate the users' experiences directly into the final sprints.”
One central platform for everything
Today, Index customers have the option of accessing all of the company's solutions digitally via the central cloud platform „iXworld“. Here, customers can obtain all the information and services they need to find out about the products, procure them and make optimum use of their machines, increase performance and plan and carry out maintenance.
In the “iXshop” web store, for example, customers can order all the spare parts and accessories they need - including products that are not made by Index. For example, there is a cooperation with the measuring equipment manufacturer Mahr, which offers its products in the iXshop.
The “iXservices” service portal enables customers to submit service notifications around the clock - regardless of whether an Index employee is in the office. The “iX4.0” IoT platform gives customers transparency about their entire machine fleet, regardless of location. A management function provides an overview of all important machine and production data.
Jung is delighted with the initial, consistently positive feedback. But of course, the changes also require a change process for customers. Jung: “The use of digital solutions also requires customers to adapt their working methods.” And that simply takes time. This is why Index offers its customers a free twelve-month trial phase, “iX4.0go”. “This gives them the opportunity to assess the added value of the solutions and then make a conscious decision in favor of the IoT production platform iX4.0.”
Digital added value for Index customers
“We can only achieve measurable added value if we tailor our solutions to our customers' requirements,” says Jung. Index therefore relies on a close exchange with customers in order to develop practice-oriented digital products.
The next step in the sales area will be the introduction of the SAP Marketing Cloud, which will round off the system. The aim is to inform customers with relevant content and thus provide them with optimal support in their search for new, improved solutions. Geppert from SYBIT: “We want to address customers with this information with relevant content across all channels in a personalized way. Once we have achieved this, we will have an almost perfect customer journey. All the building blocks are then in place.”
Geppert continues: “At Index, there is an understanding that digital business transformation is not a one-off event, but a continuous process.”
Index is not only pursuing digital transformation to make its processes more efficient, faster and leaner. As a traditional machine manufacturer in particular, Index knows that today it is no longer just about selling and repairing machines, but also about opening up new business models with digital services.
The collaboration is therefore far from over. “We have only just begun our journey together,” says Geppert. “We are delighted that we can show Index and other companies how to earn money with digitalization.”

What can you take away from Index-Werk's experience with SAP & SYBIT?
Are you, like INDEX-Werke, looking for a way to optimize your processes through digitalization and increase your efficiency? With our many years of experience in digitalization, we can help you modernize your processes and increase your competitiveness. Do you have any questions or would you like a personal consultation? Our experts are ready to work with you to make your vision a reality.
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