Covestro. Perfectly personalized customer journey

With Merkle and a digital customer experience, the materials producer becomes a pioneer in the B2B sector.

At a glance

  1. 01The challengeRedesigning digital touchpoints
  2. 02Our approachFrom Insights to Action
  3. 03The resultPreference-based product and experience platform
COVESTROCreated with Sketch.
  • Sector

    • Industry
  • Disciplines

    • Strategy & consulting
    • Conception
    • User Experience & Design
    • SEO & Analytics consulting
    • Technical implementation
  • Year

    • 2017-2019
  • Tech Stack

    • SAP Commerce
    • Sitecore
  • Services

    • Fullservice
    • Experience Platforms
    • Data & Insights
    • Digital Strategy

From Insights to Action

The strategy is based on our From Insights to Action approach: Merkle first determines how close the company is to its customers: How well does it know their needs and pays? Internal interviews are held for this purpose. The experts also interview various external, international target groups of the B2B company. With the help of the interviews we can identify and understand the clients in their individual job roles. Based on these findings, Merkle develops a detailed roadmap for Covestro for the initiated Digital Customer Journey Program.

Our approach.

From Insights to Action.

Numerous interviews worldwide provide insights into the needs of Covestro's customers.

Solution Center.

A central product and experience platform replaces the fragmented systems.


AP Customer Experience is the basis of the complex PIM and product content management. Sitecore serves for future international marketing activities.

Customer Experience Factory.

Covestro's customers and employees work together on the continuous development of the website.

As diverse as the customers: Covestro in the digital world. Watch the video now!

Covestro Solution Center.

Whether designer, buyer or engineer: Each group of experts has its own needs. For some special fields the texture of the material counts, for others the price is most important. At Covestro, every customer now receives exactly the information he or she needs. The product pages are tailored to the knowledge and needs of the users. Invitations to special events are also based on their preferences. In addition, all Covestro products can be viewed and ordered centrally in the new Solution Center. A significant improvement over the previous fragmented product platforms. If required, customers can now also contact Covestro directly via video chat. This is how personal service works in the digital age.
Covestro CX Factory
Continuous improvement with the Customer Experience Factory.

Customer Experience Factory.

The Customer Experience Factory makes it possible to involve customers with their wishes and ideas into the further development of the website: Both Covestro employees and customers from various target groups take part. The international committee constantly raises new requirements, prioritises them and obtains feedback on the progress of the B2B platform. This makes the development of the multi-channel platform much more agile and flexible.
Covestro Kunden-Touchpoints
Covestro addresses customers via the relevant channels.
  • of interview material

  • participating experts from Merkle

  • German, English, Chinese

Fabio Baerwald, Product Owner Covestro Solution Center
"Digitalization will fundamentally change the chemical industry. In the future, for example, a seamless digital customer experience will also become an important decision aspect in the purchasing process for business customers. With Merkle we have the right partner at our side to adapt our offer to the changing customer expectations in the best possible way. The jointly developed Solution Center provides the basis for simplified digital access to our products, applications and experts."
Fabio Baerwald von Covestro

More success stories.

We also take a close look at the customer journey of your customers.

Your contacts at Merkle: Tobias Hollritt for Switzerland, David Haunold for Austria and Benjamin Quitter for Germany