In this Digital Edge interview, Lucius Botha, GM – Transformation at SKOPE, shares how AI and clean data are powering faster and more effective B2B service.
The company has launched a series of major digital initiatives to simplify and streamline B2B customer engagement.
SKOPE recognised the complexity of its offering across product sales, aftersales service, funding and logistics.
It prioritised a unified CRM rollout across customer facing and operational teams.
The company also invested in a cloud based data warehouse and an integration platform to connect systems.
These steps have allowed SKOPE to consolidate customer data into a single source of truth, reducing internal friction and enabling more responsive, consistent service.
A key innovation has been the use of AI to automate order processing.
The company now scans emailed PDF purchase orders using AI and inputs them directly into the ERP system.
This eliminates manual entry and improves both speed and accuracy.
Early experiments with generative AI are underway, with a focus on high volume and high transaction use cases such as customer service queries and logistics data processing.
Lucius notes that while the pace of AI development is rapid, SKOPE is focused on strategic, future ready investments rather than short term solutions.
Data governance is now a cornerstone of SKOPE’s broader digital strategy.
Recognising that all systems and decisions rely on accurate data, the company has introduced a formal data stewardship model and monthly forums to review data quality.
This enterprise wide approach is reinforced by board and executive support, with regular updates on digital transformation progress.
For SKOPE, success depends on leadership commitment, clear data ownership and a well informed, deliberate approach to adopting new technologies.
Key takeaways
- Integrated digital platforms support faster B2B service – A unified CRM, cloud data warehouse and integration tools reduce friction and improve customer response times.
- AI is already improving operational efficiency – Automated order processing eliminates manual entry and enables faster, more accurate handling of high volume transactions.
- Data governance drives long term maturity – SKOPE uses formal stewardship and executive oversight to align digital strategy with data quality and accountability.