Introduction

As a global life sciences leader supporting biotech, pharmaceutical, and healthcare organizations, Lonza was no stranger to complexity. Its customers depended on precision, speed, and reliability. Yet behind the scenes, manual order entry and fragmented systems were slowing down the very process designed to help customers move faster.

Lonza turned to TradeCentric to implement a strategic integration program that would benefit their customers and the organization. The result: a modern, scalable eCommerce strategy that delivers measurable business impact.

The Challenge

Lonza’s Bioscience division faced increasing order volumes and growing customer expectations for seamless digital procurement. Manual order entry slowed fulfillment, strained customer support resources, and introduced errors that impacted efficiency.

“We had experienced several issues with orders not being processed on time. Customer support had resource constraints, and system integration was key to remedy those issues.”

Adam Williams, B2B eCommerce Manager, Lonza

Without integration, Lonza also risked falling behind competitors who already offered automated purchasing experiences through platforms like Coupa, SAP Ariba, and Jaggaer.

The Solution

There had been prior company experience with PunchOut and PO Automation, making integration something that Lonza already had a step up on. To further build on that foundation and take it to the next level, they partnered with TradeCentric. 

The goal was two-fold: improve the purchasing process for not only customers, but internal teams such as sales, customer support, and IT, who all experienced friction due to manual data entry and errors. Alignment across the organization on the importance of integration was key in making Lonza’s program successful.

“Getting your internal teams on board is very important. The more people who see the benefits, the easier it is to scale and promote it.”

Adam Williams, B2B eCommerce Manager, Lonza

The Results

This strategic shift quickly proved to be beneficial:

• 10–15% revenue growth within the first year of PunchOut and PO Automation
• Order processing time reduced from 10–15 minutes to just 1–2 minutes per order
• Significant increase in order volume from integrated customers

This process also gave Lonza’s buyers a more familiar, user-friendly experience.

“Customers like being able to shop on our website, create a cart, and send it directly through their procurement system. They like that familiar experience.”

Adam Williams, B2B eCommerce Manager, Lonza

Integration not only improved efficiency but also freed up Lonza’s customer support team to focus on higher-value interactions. By meeting buyers where they already purchase, Lonza has strengthened customer relationships and positioned itself as a trusted, digitally advanced partner in life sciences.

Learn how SAP Commerce Cloud and TradeCentric can help your organization.