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GEA Group Industrial Manufacturing | MEE SAP Sales Cloud | SAP Service Cloud SAP CPQ | SAP Marketing Cloud SAP Field Service Management SAP Qualtrics | SAP Analytics Cloud
Industrial Manufacturing
GEA is one of the world's largest systems suppliers of machinery, process technology, and services for the food, beverage, and pharmaceutical sectors.
>90% Managed Percentage of GEA pipeline in SAP Sales Cloud and SAP Analytics Cloud
Headquarters Germany
Products machinery and services for the food, beverage, and pharmaceutical sectors
gea.com Web Site
Business Challenges • GEA runs five separate divisions with different business models and routes to markets. Over the course of time, they had built a very fragmented system landscape serving only one division or even a subset of it. Thus, no consistent customer facing processes and tools existed. • With the market challenges ahead, GEA needed a better understanding of what to do with customers, whilst sharpening the customer-focused processes. • Business processes were focused inside-out, hence offering the customers touchpoints that foremost fit the GEA organizational model. Customer Benefits • GEA now benefits from fully harmonized processes in the CX environment GEA has a holistic view of the interactions with each customer for all sales, service, and marketing related processes. • GEA can now measure customer satisfaction much better and on a more granular level, even right after a specific transaction. • Sales works more efficiently, and sales cycles have been shortened, while hit rates have been increased. “With our project we effectively teared down the walls between customer related processes and systems, and enabled a holistic understanding of our customer relationships based on a new SAP Customer Experience landscape.”
>50% Covered Customer Service Inbound Channel by SAP Service Cloud +30% Increase NPS Score
Patrick Schwarz Vice President CRM & Commercial Excellence GEA Group
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