In today’s complex and often volatile global environment, procurement leaders face mounting pressure to cut sourcing costs while navigating geopolitical instability, inflation, tariffs and talent shortages. As a Senior Customer Success Manager at QAD, I’ve spent the past five years working closely with our QAD Supplier Relationship Management (SRM) customers to help them overcome these challenges and drive real business impact. The truth is, sourcing smarter isn’t just about software—it’s about strategy, support, and best practices. And that’s exactly what we deliver through QAD SRM.

In this post, I’ll walk you through some real customer success stories, share practical insights, and explain how the QAD Customer Success team helps companies like KION, Convotherm (a Welbilt subsidiary), EVN and others boost efficiency, strengthen supplier collaboration, and realize measurable savings using QAD SRM.

My Role as a QAD Customer Success Manager

At QAD, Customer Success is more than a title—it’s a philosophy. My role involves guiding our customers through their SRM journey, from implementation to optimization. Whether we’re mapping out a digital sourcing strategy, configuring supplier performance workflows, or troubleshooting integration challenges, our goal is to help customers unlock the full value of their investment.

The Customer Success team serves as a strategic partner, acting as an advocate for our clients within QAD and ensuring that their evolving needs are reflected in our product roadmap. We work closely with customers across industries, translating procurement goals into actionable outcomes through QAD SRM, including Supplier Data Management, Sourcing, Collaboration and Auctions solutions.

KION Group AG: A 360° Procurement Transformation

One of the most inspiring examples is the KION Group, a global leader in material handling solutions. When I started working with KION five years ago, they faced fragmented procurement processes across regions. By implementing QAD SRM, they were able to standardize these processes globally, creating consistency from North America to EMEA and APAC.

The results were transformative:

• 90% RFQ process efficiency gain, freeing buyers from manual tasks and enabling them to focus on strategic activities like negotiation and supplier collaboration.
• 32% spend savings using QAD’s Auctions solution in their first implementation.
• Seamless integration with KION’s ERP system, streamlining data flows and approvals.
• Increased supplier satisfaction thanks to a centralized platform for all interactions—from sourcing to data updates.

This success didn’t happen overnight. It required collaboration, commitment, and a clear implementation strategy—something we always emphasize with our customers.

Read the full KION Group AG customer success story to learn more, and check out their customer success video below.

Auctions: Big Wins with the Right Conditions

The QAD SRM Auctions is a powerful tool when applied strategically. For instance, a German industrial leader saw an astonishing 92% savings in one outlier case. More frequently, customers like KION and others frequently report 15–35% savings when auctions are run under optimal conditions—such as large-volume, well-defined categories in competitive supplier markets.

As Oliver Augustin, Team Leader Strategic Procurement at EVN Group, candidly shared, “In 2020/2021, we had one bad result, one normal result, and one top result.” His takeaway? When the right conditions are in place, the Auctions capabilities in QAD SRM can be an extremely effective lever for value creation.

Another customer saved €600,000–€700,000 with just a handful of auctions in 2024. And one global automotive OEM reduced clicks in their auction process from over 200 to just 37—on top of achieving ROI by cutting spend within the first week of go-live.

Sourcing: From Manual to Masterful at Convotherm

Convotherm (a Welbilt subsidiary), another standout success story, used QAD SRM to transform its RFQ process. Previously, their buyers sent individual emails to dozens of suppliers. Now, it’s all managed digitally in a few clicks. The outcome?

• 90% efficiency gain
• 3.2x ROI in the first year
• A procurement team empowered to focus on value-generating tasks

Welbilt’s enthusiastic adoption of QAD SRM is a perfect example of what’s possible when technology and team alignment come together.

Watch the Convotherm customer success video below to learn more.

Supplier Relationship Management: More Than Just Data

Managing supplier performance, risk, and compliance is crucial—especially in industries governed by regulations like Germany’s Supply Chain Due Diligence Act. Schmitz Cargobull, for example, leverages QAD SRM to manage ESG compliance and sustainability KPIs, earning them the 2024 QAD Sustainability Award.

Another electronics customer uses automated workflows triggered by supplier rating drops to initiate corrective actions. And a global auto supplier maps PPM KPIs directly into QAD SRM, streamlining supplier quality processes across their global footprint. But there is one thing that over 80% of customers are agreeing on: QAD SRM’s flexibility is a standout differentiator that sets it apart in the market. 

Collaboration: The Unsung Hero

QAD’s Collaboration solution is QAD SRM’s game-changer—an agile, high-impact solution that accelerates decision-making and boosts supplier engagement. Whether it’s managing internal change notifications, quality audits, or even cybersecurity questionnaires, companies like AVL and KNAPP AG are using it to bridge gaps between teams and drive cross-functional engagement.

“The name Collaboration practically says it all. It has increased our internal collaboration,” explained Harald Reißenbüchel, Senior Specialist Purchasing Tools & Processes at AVL List GmbH. “Activities are used by Development for change notifications, by Quality for audits and, in future, by the cybersecurity team for information security queries. In addition to internal use in purchasing.”

“With Collaboration, you definitely have a unique selling point in the market,” agreed Paula Seyfried, Corporate Strategy & Processes at KNAPP AG.

As one Austrian customer humorously asked, “Could we use QAD SRM for our internal vacation approval process?” Technically, yes—and that speaks volumes about its versatility.

Best Practices for QAD Supplier Relationship Management Success

Having supported many SRM implementations, I’ve observed a few key practices that consistently drive success:

• Small Bang First: Start with a limited rollout to test and refine before scaling globally.
• Clear Ownership: Assign internal champions who understand the system and can support local users.
• Communication: Keep teams informed about updates and changes through defined channels.
• Stick to the Plan: Don’t let “scope creep” derail your go-live. Enhancements can follow in future waves.
• Data Quality Focus: Define ownership and validation rules early so supplier and transaction data is accurate from day one.
• Executive Sponsorship: Secure visible senior leadership support to reinforce priorities and help clear roadblocks.
• Integration Readiness: Validate interfaces with ERP, procurement, and other systems in sandbox environments to avoid surprises at go-live.
• User Feedback Loop: Establish channels for post-launch feedback to capture quick wins and guide future enhancements.

Looking Ahead

The future of QAD SRM is bright. In 2025 and beyond, we’re investing in major UI/UX upgrades, advanced integration platforms, AI-powered sourcing support and next-level analytics. But perhaps most importantly, we’re doubling down on what matters most: helping our customers succeed.

If you’re looking to drive efficiency, cut costs, and elevate your supplier relationships, QAD SRM—and the Customer Success team behind it—are here to help.

Let’s shape your success story together.

Ready to See QAD SRM Success Live?

Join us at QAD Connect 2025 in Frankfurt on 24 June 2025 for a full day of insights, innovation, and inspiration. Hear directly from industry leaders—including Volkswagen and KION Group AG—as they share their live QAD SRM success stories.

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