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Essity Australiasia Consumer Products | APJ SAP Sales Cloud SAP Service Cloud SAP CPQ
Utilities
Essity Australasia is the regional arm of worldwide consumer goods leader Essity. As a leading consumer goods, global hygiene and health company, Essity improves well-being through innovative and sustainable products, shaping a healthier future for all.
2 Minutes Average time to resolve customer issues, down from 20 minutes 3 Clicks Number of actions to complete customer service actions, down from about 30 clicks 1 Billion+ Globally Number of people whose skin is touched by an Essity product each day
Headquarters Australia
Products Medical device and paper products
Web Site essity.com
Business Challenges • Essity Australasia was faced with improving not only the customer experience, but the employee user experience as well. This meant identifying a versatile technology solution that could deliver a better customer experience while successfully integrating with best-in-class applications • A key challenge was to identify a customer experience solution that would enable us to digitize manual and complex process while successfully integrating disparate systems • Because our data and business procedures were underdeveloped, we needed to find a solution that would let us do more with the valuable information we had access to, such as tracking the performance of sales teams and campaigns. All of this was part of an overall business effort to improve profitability and create increased value for our stakeholders Customer Benefits • The sales team is now operating on a single platform, providing a consolidated, reliable source for information • SAP CX is driving a remarkable reduction in basic actions that is helping to increase productivity • SAP CX contributed to giving Essity significantly enhanced sales forecasting that are much more detailed and accurate than the previous solution “Choosing a cloud-first approach was essential. We were strategically aligned with SAP, so choosing these applications made sense as we continued to develop our ecosystem and meet our solution stack goals.”
Dan Kotiah Associate IT Director Asia Pacific Essity Australasia
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