Case Study: Staatliche Porzellan-Manufaktur Meissen achieves luxury-level, personalized customer service with Sage CRM

Staatliche Porzellan-Manufaktur Meissen - Customer Case Study

Staatliche Porzellan-Manufaktur Meißen, founded in 1710 and known for its handcrafted luxury porcelain, faced a modern customer-service problem: the move to in-house direct sales exposed a fragmented legacy system—index cards, Excel lists and scattered records—that left important customer data unavailable to many employees and made adequate support impossible.

Implementing Sage CRM centralized all sales, address and service data, giving staff instant access to complete customer histories, enabling consistent handling of enquiries and targeted follow-up. The change delivered more efficient teams, personalized service aligned with Meissen’s luxury standards, and improved marketing through targeted campaigns and reporting.

Staatliche Porzellan-Manufaktur Meissen

Gabriela Richter

Head of Customer Dialogue