Digital Transformation of Customer Experience at Essity Australasia

This case study outlines the digital transformation undertaken by Essity Australasia, a leading health and hygiene company, to enhance customer experience and internal efficiency. The document describes the challenges faced, including inefficient processes, poor data capture, and a lack of digitization that hindered customer service. To address these issues, Essity implemented a digitization strategy, adopting SAP Sales and Service Cloud to standardize business processes and improve customer interactions. The integration of cloud-based applications allowed for real-time insights into customer experience metrics, leading to significant improvements in sales forecasting accuracy and customer service efficiency. The case study highlights the role of DXC Technology as a system integration partner, emphasizing the collaborative efforts in managing the implementation and overcoming challenges. The results demonstrate enhanced customer self-service capabilities and streamlined business processes, ultimately contributing to profitable growth and a more insights-led organization.