Case Study: Essity Australasia improves customer experience with SAP Sales Cloud and SAP Service Cloud

Transforming the Customer Experience with SAP Sales Cloud & SAP Service Cloud

Essity Australasia, the regional arm of global hygiene and health company Essity, wanted to improve customer experience, data capture, and business processes across its fragmented systems. The company needed a more unified way to serve customers consistently, streamline manual work, and better use customer data, and it chose SAP Sales Cloud and SAP Service Cloud with DXC Technology support.

SAP implemented SAP CX to standardize CRM processes, integrate disparate systems, and provide real-time dashboards and better visibility across sales and service. The results included faster issue resolution, with simple customer issues dropping from 20 minutes to 2 minutes and service actions reduced from around 30 clicks to as few as 2–3 clicks, while also improving forecasting accuracy, campaign ROI measurement, and personalization.

Essity

Dan Kotiah

General Manager Information Technology