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Customer Stories | November 22, 2024
Leading health and hygiene company transforms customer experience
Leading global hygiene and health company, Essity Australasia recognised that it had to digitally transform to improve customer service and internal efficiency. To service customers holistically and interact with them consistently across all platforms, Essity Australasia opted to implement SAP Sales and Service Cloud and chose DXC Technology as their digital partner based on its experience implementing similar projects for other customers.
Essity Australasia’s aging legacy customer relationship management and existing in-house telephony systems could no longer accommodate the company’s growth. In addition, Essity Australasia also wanted to bring rigour to its internal business processes so its employees could operate more efficiently and effectively.
“Our data and some of our business procedures were underdeveloped. Customers were telling us we were not easy to do business with. That was our primary concern. We needed to address some of those underlying customer experience issues,” said Jody Scaife, Essity Australasia’s B2B Director.
DXC helped Essity Australasia implement and integrate SAP Sales and Service Cloud with Anywhere 365, a call centre application. The apps were integrated into the company’s existing Configure Price and Quote platform, and both were joined into Essity Australasia’s SAP ERP system.
“DXC helped us streamline our processes and helped us move in a direction that we may not have adopted without their assistance. It was a more simplified approach, which allowed us to embrace digital technologies more readily and moved us towards a more best practice approach,” said Michelle O'Sullivan, Essity Australasia’s General Manager Customer Experience.
Essity Australasia customers are now reaping the benefits of the company’s improved digital maturity. Where information was lacking previously, its customers now have fingertip access to critical sales and delivery data, eliminating the need for time-consuming communication via email or phone. Customers are getting a better experience with the new applications, which capture feedback and insights into customer concerns. From a sales perspective, the new apps make it easier to measure pipelines and track contract renewals.
Results that matter
- Significant improvement in sales forecasting accuracy
- Ability to measure customer experience and make improvements based on concrete data
- Simplicity and substantial improvement in the time taken to resolve customer issues
- Improved ability to measure ROI on marketing campaigns
The bottom line
This challenging work with Essity Australasia is another great example of DXC excelling at providing deep industry expertise and an in-depth understanding of the unique challenges and opportunities our clients face.