Neenah Inc. Customer Experience Transformation Case Study

This case study details Neenah Inc.'s transition to a new customer experience (CX) system using SugarCloud. Initially, Neenah utilized Salesforce for managing customer interactions, but faced challenges with user adoption and integration between sales and marketing teams. The company sought a more effective solution that would allow seamless access to customer data for its sales representatives, particularly when traveling. After evaluating several options, Neenah selected Sugar as their new platform due to its user-friendly interface and comprehensive features. The implementation of Sugar has streamlined Neenah's lead processing and improved digital engagement with customers. The case study also highlights how Sugar's capabilities supported Neenah during the disruptions caused by the COVID-19 pandemic, enabling the company to maintain communication with its customer base. Looking forward, Neenah anticipates further benefits from Sugar's ongoing enhancements, particularly in international markets.