The platform strategy that transformed ABB Robotics’ customer experience

BB Robotics, one of the world’s leading robotics companies, partnered with Valtech to replace fragmented legacy systems with a single digital backbone that unifies commerce, customer data and installed base information into one scalable platform. Results from the platform’s rollout period:

ABB Robotics wanted to improve their customer journey by developing a one-stop-shop for business interactions with customers, creating a single-click navigation from ABB.com to the new customer portal, Robotics One.  

This simple, unified approach would make it easier than ever to work with ABB. An integrated AI-powered search would also help customers find exactly what they needed, using it to search for information in ABB’s technical document library, with ultimate ease.  

Valtech’s multidisciplinary team partnered with ABB Robotics to replace legacy solutions with a single digital experience platform built on SAP Commerce Cloud and powered by Coveo’s AI-driven search.  

The new Robotics One platform brings commerce, customer identity, installed base information and product data into one coherent system, giving ABB the clarity and control needed to run digital sales at scale.  

A phased delivery approach — first stabilizing core commerce, then rolling out a global template — gave ABB a faster path to value and the flexibility to adjust. This became a crucial capability, as during the project ABB Robotics announced plans to be acquired. 

Working closely with our client's global teams, Valtech aligned strategy across markets, streamlined key processes, and connected the new platform to critical systems like the partner portal and CRM.  

Valtech is a key partner in our digital commerce transformation. Their proven reliability and strong B2B expertise—together with deep relationships with SAP Commerce Cloud and Coveo—enable us to accelerate our go-to-market and build a scalable foundation for the next stages of our journey.

We strongly value their technical excellence, their collaborative mindset, and above all their commitment to helping us move forward with confidence.  

ABB Robotics’ new scalable sales foundation strengthens customer satisfaction, boosts lead quality, reduces operational friction and empowers the organization to evolve its digital sales and service models alongside rising customer expectations.  

Early traction confirms the shift: Hundreds of customers have already joined the new portal, nearly half of them net-new, with deeper usage inside their organizations.  

Valtech excels in B2B manufacturing transformation by building robust digital commerce platforms that unify CMS, PIM, CRM, commerce and data. With decades of experience and a global team, Valtech simplifies B2B sales complexity by integrating multiple sales channels, legacy systems and customer-specific workflows into a scalable, customer-centric commerce backbone.

ABB is preparing for the next stage of their digital transformation by investing in the data foundation needed for AI at scale. With centralized, high-quality data lakes, ABB can introduce guided buying, automate customer interactions and power AI-driven recommendations that advance their digital commerce model.