Explore Eurogast’s journey with SAP
Committed to delivering “handshake quality” relationships at enterprise scale, Eurogast Österreich GmbH needed to unify 10 independent wholesalers under one customer experience. To create seamless interactions across 40,000+ hospitality customers without losing their personal touch, the foodservice distributor turned to SAP’s CX portfolio.
| Industry | Region | Company Size |
| Foodservice Wholesale | Austria, Europe | ~2,000 employees |
CX platform integrates with 10 different ERP systems.
view of every customer
in SAP Sales Cloud.
Managing complexity while staying close to customers
Foodservice wholesale is a high-touch, relationship-driven business. Eurogast’s promise of “handshake quality” – reliability, personal trust, and long-term commitment – has made it a valued partner for hotels, restaurants, and cafés. But as the business grew more complex, it became increasingly difficult to deliver a consistent experience at scale.
Eurogast’s decentralized structure – with each entity running its own ERP system – meant customer data was fragmented. Sales teams relied on spreadsheets, service issues were tracked in email, and marketing lacked the capability to segment and personalize campaigns. With wholesalers operating in silos, there was no shared view of customer activity. Leadership had little visibility into overall trends, and employees struggled to coordinate across functions.
A unified, modern customer experience platform
Eurogast selected a suite of cloud-based applications from the SAP Customer Experience (CX) portfolio – including SAP Sales Cloud, SAP Service Cloud, and SAP Emarsys – to unify sales, service, and marketing on a single platform. The decision centred on three practical needs: a modern interface to support adoption, mobile access for field teams, and integration flexibility to work with existing ERPs.
The cloud-native SAP solutions integrate seamlessly with Eurogast’s back-end systems, allowing information to flow seamlessly across the partner group without forcing each wholesaler to abandon its existing ERP backbone. The agile implementation – small pilots, rapid fine-tuning and early user testing – meant the rollout felt evolutionary, rather than disruptive.
Head of Group IT, Eurogast
Efficiency, transparency, and personalization
SAP Sales Cloud has digitalized Eurogast’s sales processes from lead to cash, enabling prospects to be tracked seamlessly through every stage. When deals close, new customer records are automatically populated in the relevant ERP system – no manual data entry, no delays, no errors. Sales teams are now prepared for customer visits with full customer context on their mobile devices. They can capture notes and opportunities on the spot and attach photos directly to service cases.
Service teams log every inquiry in SAP Service Cloud in-store or in the call center, giving everyone alike transparency into case status and ownership. Marketing has begun building personalized campaigns in SAP Emarsys, using customer data to target messages more effectively across both B2B and B2C channels.
The impact is clear. Sales representatives spend less time gathering information and more time building relationships. Service inquiries are resolved faster, with structured processes that ensure nothing falls through the cracks. Marketing can deliver relevant offers that reflect the different needs of a hotel, a bar, or a pizzeria. And leadership has a consolidated view of activity across all the whole company, supporting more informed decisions.
CEO, Eurogast
What’s next
Looking ahead, Eurogast plans to expand its use of SAP Emarsys with vouchers and mobile engagement, and is exploring the use of SAP Business AI and Joule, SAP’s co-pilot, to automate visit summaries, generate content, and provide intelligent sales recommendations.
With SAP CX solutions, Eurogast has transformed how it engages customers across sales, service, and marketing, while laying the foundation for future innovation. Its promise of “handshake quality” is now backed by digital capabilities that keep the business close to its customers, even as it continues to grow.