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Thursday, 25 November 2021 09:52

Essity implements a customer-first distributor portal with FAIR Consulting Group

By Essity

COMPANY NEWS: Essity’s Australasian division implemented a customer-first distributor portal with FAIR Consulting Group, using a suite of SAP customer experience (CX) products, to increase customer engagement and gain a competitive advantage. 

Essity, a leading global hygiene and health company, was looking to transform its digital landscape and deliver superior CX to its distributors across Australasia. With market-leading hygiene products, the company needed to enhance CX in areas such as price support, rebates, delivery, and communication ensuring greater visibility and accessibility to information, making it easier to do business with Essity. 

Essity partnered with FAIR Consulting Group to transform its digital landscape. Through a design-thinking and CX-led approach, including qualitative interviews with relevant stakeholders, pain and gain points were identified with the highest value opportunities solved as part of a first release to customers. The CX design revealed that a full CX portal was required, addressing accounts, finance, sales, and service processes for employees and distributors. 

FAIR Consulting Group, together with Essity’s IT team, designed and implemented a flexible, scalable, and integrated SAP CX solution using SAP Commerce Cloud, SAP Configure Price Quote (CPQ) and SAP Business Technology Platform (BTP) with integration to existing SAP ERP and CRM. The solution suite provides deep functionality, automation, and self-serve capabilities aligned to Essity’s digital requirements, specifically providing a fully integrated ‘inquiry-to-cash’ and ‘cash-to-service’ portal. 

As the first implementation of its kind in Australia and New Zealand, this was a complex solution involving five integrated systems. 

Dan Kotiah, General Manager – IT at Essity, said, “The new SAP CX solution is aligned with Essity’s long-term digitalisation plan, including the migration to SAP S/4HANA in the future. FAIR Consulting Group is a good partner to work with on customer-enabled technologies given the quality and experience of its people. The team was completely transparent regarding design, implementation, costs, and time, ensuring we had a successful first release.” 

Mehrab Ebadi, Managing Director, FAIR Consulting Group, said, “The partnership with Essity is built on mutual respect and dedication to one common goal; to deliver on the company’s CX digital journey and aspirations as one team. Essity put its full trust in FAIR Consulting Group as its strategic partner. This came with a responsibility to demonstrate value and bring quality solutions that were fit for purpose, future-proof, and delivered with integrity.”


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