Case Study: Tetra Pak improves customer experience and boosts sales with SAP Marketing Cloud, SAP Service Cloud, and SAP Qualtrics Core XM

How Does a Food Packaging Giant Stay Ahead of the Competition and Keep the Customer at the Center

Tetra Pak, the global food packaging leader, wanted to move beyond annual surveys and disconnected data so it could better understand customer needs in real time. Using SAP Marketing Cloud, SAP Service Cloud, and SAP Qualtrics Core XM, the company aimed to eliminate data silos across marketing, sales, support, and supply chain and create a single view of the customer.

SAP helped Tetra Pak combine operational data with experience data to trigger timely surveys, close the loop on feedback, and speed issue resolution. The results included a 48-hour response time versus 15 days before, a €2.1 million increase in annual sales, a €300K cost reduction, and a 20% drop in frontline administrative work.

Tetra Pak

Laura Monari

Manager Sales Support and Operation Excellence, Head of CX