Essity - SAP Innovation Awards 2025
The SAP solution was integral to helping Essity transform the customer experience. Essity gained significant improvements in how we measure the customer experience and are now able to use that data to enhance SAP CX. They also were able to greatly enhance their sales forecasting accuracy and ability to measure ROI for marketing campaigns. By simplifying and streamlining processes, Essity Australasia has seen substantial improvements in how they interact with consumers while reducing the time it takes to resolve customer issues. 5295 Download the Document
The SAP solution was integral to helping Essity transform the customer experience. Essity gained significant improvements in how we measure the customer experience and are now able to use that data to enhance SAP CX. They also were able to greatly enhance their sales forecasting accuracy and ability to measure ROI for marketing campaigns. By simplifying and streamlining processes, Essity Australasia has seen substantial improvements in how they interact with consumers while reducing the time it takes to resolve customer issues. 5295 PUBLIC
Entry Pitch Deck
Essity Australasia
In Partnership with DXC Technology
Consumer Goods, Healthcare, and Professional Hygiene
Transforming the Customer Experience with
SAP Sales Cloud & SAP Service Cloud
Entry Pitch Deck
Essity Australasia
In Partnership with DXC Technology
Consumer Goods, Healthcare, and Professional Hygiene
Transforming the Customer Experience with
SAP Sales Cloud & SAP Service Cloud
COMPANY NAME:
HEADQUARTERS:
INDUSTRY:
WEBSITE:
NUMBER OF EMPLOYEES:
Company information
2
Essity Australasia
Springvale, Victoria, Australia
Consumer Goods, Healthcare, and
Professional Hygiene
essity.com
46,000 (globally)
Essity Australasia is the regional arm of worldwide consumer goods
leader Essity. As a leading consumer goods, global hygiene and health
company, Essity improves well-being through innovative and sustainable
products, shaping a healthier future for all.
Essity Australasia products include Tork branded toilet paper, paper hand
towels, soaps, wipes and cloths that we provide to professional
environments and workplaces across Australia and New Zealand. Market-
leading local brands also include Libra and TOM Organic.
Our successful innovations, digital transformation, growth in e-commerce,
leading sustainability work, efficiency improvements, and a winning
culture contribute to increased customer and consumer value.
PUBLIC
HEADQUARTERS:
INDUSTRY:
WEBSITE:
NUMBER OF EMPLOYEES:
Company information
2
Essity Australasia
Springvale, Victoria, Australia
Consumer Goods, Healthcare, and
Professional Hygiene
essity.com
46,000 (globally)
Essity Australasia is the regional arm of worldwide consumer goods
leader Essity. As a leading consumer goods, global hygiene and health
company, Essity improves well-being through innovative and sustainable
products, shaping a healthier future for all.
Essity Australasia products include Tork branded toilet paper, paper hand
towels, soaps, wipes and cloths that we provide to professional
environments and workplaces across Australia and New Zealand. Market-
leading local brands also include Libra and TOM Organic.
Our successful innovations, digital transformation, growth in e-commerce,
leading sustainability work, efficiency improvements, and a winning
culture contribute to increased customer and consumer value.
PUBLIC
CHALLENGE: SOLUTION: OUTCOME:
Transforming the Customer Experience with SAP
3
Average time it now takes an agent in the
call center to resolve a simple customer
issue, down from 20 minutes
Number of actions needed by agents to
complete customer service actions on a
screen, down from around 30 clicks
Number of people globally whose skin is
touched by an Essity product each day
2 minutes
Essity Australasia
3 clicks 1 billion+
Essity was challenged to improve data capture and
business processes to enhance our interactions with
customers. We wanted a solution that would allow
us to service our customers holistically and interact
with them consistently across all platforms. Another
key challenge was to address system and
infrastructure inefficiencies that were hampering our
ability to deliver personalization to our customers.
Also hindering our efforts were manual and complex
processes that ran across disparate systems that
needed to be streamlined and integrated.
SAP Sales Cloud and SAP Service Cloud (SAP
Customer Experience, SAP CX) served as the
foundation for transforming the customer
experience. We established an ambitious digital-first
strategy that would rely on core cloud-based
applications. SAP CX was implemented to
standardize and simplify our CRM business
processes to help deliver a much more unified
customer experience. We also gained the ability to
leverage data more effectively via real-time
dashboards that provided us with deep insights into
key customer experience metrics.
The SAP solution was integral to helping us
transform the customer experience. We gained
significant improvements in how we measure the
customer experience and are now able to use that
data to enhance SAP CX. We also were able to
greatly enhance our sales forecasting accuracy and
our ability to measure ROI for marketing campaigns.
By simplifying and streamlining processes, Essity
Australasia has also seen substantial improvements
in how we interact with consumers while reducing
the time it takes to resolve customer issues.
PUBLIC
Transforming the Customer Experience with SAP
3
Average time it now takes an agent in the
call center to resolve a simple customer
issue, down from 20 minutes
Number of actions needed by agents to
complete customer service actions on a
screen, down from around 30 clicks
Number of people globally whose skin is
touched by an Essity product each day
2 minutes
Essity Australasia
3 clicks 1 billion+
Essity was challenged to improve data capture and
business processes to enhance our interactions with
customers. We wanted a solution that would allow
us to service our customers holistically and interact
with them consistently across all platforms. Another
key challenge was to address system and
infrastructure inefficiencies that were hampering our
ability to deliver personalization to our customers.
Also hindering our efforts were manual and complex
processes that ran across disparate systems that
needed to be streamlined and integrated.
SAP Sales Cloud and SAP Service Cloud (SAP
Customer Experience, SAP CX) served as the
foundation for transforming the customer
experience. We established an ambitious digital-first
strategy that would rely on core cloud-based
applications. SAP CX was implemented to
standardize and simplify our CRM business
processes to help deliver a much more unified
customer experience. We also gained the ability to
leverage data more effectively via real-time
dashboards that provided us with deep insights into
key customer experience metrics.
The SAP solution was integral to helping us
transform the customer experience. We gained
significant improvements in how we measure the
customer experience and are now able to use that
data to enhance SAP CX. We also were able to
greatly enhance our sales forecasting accuracy and
our ability to measure ROI for marketing campaigns.
By simplifying and streamlining processes, Essity
Australasia has also seen substantial improvements
in how we interact with consumers while reducing
the time it takes to resolve customer issues.
PUBLIC
4
Choosing a cloud-first approach was
essential. We were strategically aligned
with SAP, so choosing these
applications made sense as we
continued to develop our ecosystem
and meet our solution stack goals.
Dan Kotiah
Associate IT Director Asia Pacific, Essity Australasia
PUBLIC
Choosing a cloud-first approach was
essential. We were strategically aligned
with SAP, so choosing these
applications made sense as we
continued to develop our ecosystem
and meet our solution stack goals.
Dan Kotiah
Associate IT Director Asia Pacific, Essity Australasia
PUBLIC
COMPANY NAME:
Participating partner information
DXC was a standout for me. Both how they
engaged with our business through the
discovery phase and the expertise not just in
technology but the application of the
technology and the change management that
is always critical in a project.
-Michelle O’Sullivan, General Manager
Customer Experience, Essity Australasia
,
5
DXC Technology
DXC helped Essity implement and integrate SAP Sales & Service Cloud a call center
application, enabling Essity’s customer experience agents to receive and send calls, chats,
emails, and videos.
DXC also managed an upgrade of Essity Australasia’s e-commerce platform, resulting in a
more robust sales and customer experience.
PUBLIC
Participating partner information
DXC was a standout for me. Both how they
engaged with our business through the
discovery phase and the expertise not just in
technology but the application of the
technology and the change management that
is always critical in a project.
-Michelle O’Sullivan, General Manager
Customer Experience, Essity Australasia
,
5
DXC Technology
DXC helped Essity implement and integrate SAP Sales & Service Cloud a call center
application, enabling Essity’s customer experience agents to receive and send calls, chats,
emails, and videos.
DXC also managed an upgrade of Essity Australasia’s e-commerce platform, resulting in a
more robust sales and customer experience.
PUBLIC
GLOBAL CHALLENGES
Challenges
BUSINESS CHALLENGES
PUBLIC 6
Essity operates in three areas: consumer goods, health and
medical, and professional hygiene. To successfully compete in
these fields, we must establish relationships with customers that
engender confidence, trust, and product loyalty.
We are also challenged to be continually innovative in developing
new products that are attractive to our customers, while supporting
sustainability initiatives that deliver meaningful outcomes to our
consumers.
We are challenged to become a more sustainable company by
lowering our climate and environmental footprint. We also look to
improve how we procure raw materials and make the
manufacturing process more efficient.
Essity Australasia was faced with improving not only the customer
experience, but the employee user experience as well. This meant
identifying a versatile technology solution that could deliver a better
customer experience while successfully integrating with best-in-
class applications.
A key challenge was to identify a customer experience solution that
would enable us to digitize manual and complex process while
successfully integrating disparate systems.
Because our data and business procedures were underdeveloped,
we needed to find a solution that would let us do more with the
valuable information we had access to, such as tracking the
performance of sales teams and campaigns. All of this was part of
an overall business effort to improve profitability and create
increased value for our stakeholders.
Challenges
BUSINESS CHALLENGES
PUBLIC 6
Essity operates in three areas: consumer goods, health and
medical, and professional hygiene. To successfully compete in
these fields, we must establish relationships with customers that
engender confidence, trust, and product loyalty.
We are also challenged to be continually innovative in developing
new products that are attractive to our customers, while supporting
sustainability initiatives that deliver meaningful outcomes to our
consumers.
We are challenged to become a more sustainable company by
lowering our climate and environmental footprint. We also look to
improve how we procure raw materials and make the
manufacturing process more efficient.
Essity Australasia was faced with improving not only the customer
experience, but the employee user experience as well. This meant
identifying a versatile technology solution that could deliver a better
customer experience while successfully integrating with best-in-
class applications.
A key challenge was to identify a customer experience solution that
would enable us to digitize manual and complex process while
successfully integrating disparate systems.
Because our data and business procedures were underdeveloped,
we needed to find a solution that would let us do more with the
valuable information we had access to, such as tracking the
performance of sales teams and campaigns. All of this was part of
an overall business effort to improve profitability and create
increased value for our stakeholders.