Case Study: EPI-USE achieves higher customer satisfaction and retention with SAP Customer Success excellence

How EPI-USE, an SAP partner, maximizes value for businesses across industries through next-level customer success services

EPI-USE Brazil, part of global SAP partner EPI-USE, wanted to improve customer success and reduce churn by helping clients get more value from the SAP solution ecosystem. To support this challenge, the team focused on better adoption, clearer guidance, and more personalized support across solutions such as SAP HXM Suite, SAP SuccessFactors, SAP S/4HANA, and SAP Business Technology Platform.

SAP and EPI-USE Brazil implemented a customer success program with dedicated resources, regular business reviews, and ongoing monitoring of NPS, CSAT, consumption, and adoption. The result was stronger customer confidence, higher satisfaction, and low churn, with a 97% retention rate and 92% of customers renewing their cloud subscription contracts.

EPI-USE

Roberto Medeiros

Associate Partner and Managing Director