Mewa Textil-Service, a leader in reusable textile rental, faced challenges with outdated manual processes impacting customer service. To modernize, they partnered with SAP and SYBIT to create an AI-driven solution that automates customer interactions through a self-service portal. This transformation allows for the digitization of inquiries, streamlining workflows, and fostering improved communication between the service team and customers.
The results have been substantial, achieving a 90% digitization rate in inquiries and saving up to 65,000 employee hours by reducing manual workloads. Employees now benefit from a consolidated view of customer data, enabling real-time collaboration and feedback. With the SAP CX solutions in place, Mewa has received accolades, including winning the SAP Innovation Award 2025 for outstanding customer experience driven by technology advancements.
👉 Pročitaj original: CIO Magazine
