IXOM – A leading chemical manufacturer and distributor in APAC
IXOM is a global leader in water treatment and chemical manufacturing and distribution, supporting industries and communities that millions rely on every day. With a heritage of over 100 years, IXOM delivers essential products and services across sectors including mining, food and beverage, agriculture, energy, infrastructure, and municipal water.
Headquartered in Melbourne and operating across four continents and ten countries, IXOM employs more than 1,300 people worldwide. Backed by deep technical expertise and a strong commitment to safety, innovation, and quality, IXOM continues to drive responsible growth while delivering long-term value to customers and shareholders alike.
A global industry leader headquartered in Australia, with operations spanning four continents and ten countries across APAC, North America, and beyond.
Connecting thousands of business stakeholders across water, chemicals, and industrial supply chains, backed by 1,300+ global experts
A robust, globally integrated technology landscape supporting mission-critical operations, complex supply chains, and high-volume B2B transactions.
Before implementing SAP CX, IXOM’s commercial operations had grown organically across regions, industries, and product lines. While this supported scale, it also created structural complexity. Business units operated independently, managing customer data, product documentation, and sales processes through different systems, repositories, and spreadsheets. There was no single, connected view of customers or offerings across the organisation.
This fragmentation directly impacted both customer experience and internal efficiency. Customers often interacted with only one part of IXOM’s portfolio, unaware of the broader capabilities available to them. Internally, teams lacked visibility across regions and business lines, making it difficult to present a consistent message or leverage cross-selling opportunities. To support future growth, IXOM needed a unified digital foundation that could consolidate systems, streamline collaboration, and enable a seamless B2B engagement model.
To build the desired customer experience, Gowide worked with IXOM to uplift and connect its existing systems into a unified SAP CX ecosystem rather than replace them with alternative platforms. This strategic decision followed assessments confirming that IXOM’s current systems could meet its complex operational needs with targeted enhancements and integration.
The focus was on connecting commerce, CRM, and marketing systems to create a modern, integrated customer experience while maximising the value of IXOM’s existing technology investments.
SAP Commerce Cloud
SAP C4C
SAP Emarsys
The implementation of an integrated SAP CX ecosystem, delivered by Gowide, significantly strengthened IXOM’s digital engagement and commercial operations. With SAP Composable Storefront powered by SAP Commerce at the centre, IXOM transformed how customers interact with its products, services, and teams.
The connected architecture not only improved customer-facing experiences but also aligned internal processes, enabling commercial teams to better leverage their data and systems to drive measurable outcomes.
Within the first fortnight, IXOM saw a 92% increase in leads without any uplift in site traffic. Leads are now captured directly into SAP Sales Cloud for automated assignment, improving response times and strengthening conversion rates.
The composable website leverages existing enterprise systems and data, making them customer-facing and integrated with core operations. This streamlined workflows and strengthened alignment between front-end engagement and back-end processes.
The logged-in experience integrated with SAP ECC enables customers to access orders and delivery information online. This reduces manual enquiries, improves transparency, and enhances service efficiency.
CRM data now feeds directly into SAP Emarsys, enabling compliant bulk and event-triggered B2B communications. This allows precise audience targeting and more relevant customer engagement.
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