Mewa: Fashioning a modern user experience that’s a perfect fit for sustainable textile services

Read how Mewa is using SAP Customer Experience solutions to digitalize and automate the sales and service process, enhancing service efficiency and providing a modern e-commerce journey for its customers. Download the Document

INTERNAL – SAP Only (delete if public)Mewa: Fashioning a modern userexperience that’s a perfect fit forsustainable textile servicesMEWA Textil-Service SE & Co. Management OHG is a leading provider of reusable textilerental solutions such as workwear, cleaning cloths, and oil-absorption mats. The companyalso leads the way in sustainability, through eco-friendly laundering, water recycling, andenergy-efficient operations. With the company active in 15 European countries, workersfrom manufacturing and agriculture to healthcare, food service, construction, andautomotive garages and dealerships wear and use Mewa’s solutions.Despite the significant success of this family-owned business from Germany, thecompany was still processing customer orders and service requests using a manualservice and support model that slowed response time. Looking to optimize the customerand user experience and enhance service efficiency, Mewa sought to digitalize andautomate the sales and service process in keeping with a modern e-commerce journey.Featured partnerPicture Credit | MEWA Textil-Service SE & Co. Management OHG,Wiesbaden, Germany. Used with permission.
INTERNAL – SAP Only (delete if public)“By shifting to digital self-service, we’ve streamlinedinteractions with customers and reduced reliance ontraditional service channels. Customers now submitinquiries and requests through a self-service portalinstead of sending emails or calling, significantlyenhancing the user experience for them as well as thework experience for our sales and service team.Thomas Langner, Head of Digital Marketing, MEWA Textil-Service SE & Co.Management OHGMEWA Textil-Service SE& Co. Management OHGWiesbaden, Germanywww.mewa.de (German)IndustryProfessionalservicesEmployees6,000+Revenue937.9 millionProducts and servicesWork apparel, protectiveclothing, and reusablecleaning clothsFeatured solutions and servicesSAP Commerce, SAP Sales Cloud,SAP Service Cloud, SAP BTP, andSAP CX AI Toolkit90%Of customerinteractions digitalized>60%Of customer requestsautomatedBefore: Challenges and opportunities Manual processes and legacy customer relationship management systems that were a poor fit for userexpectations and the growing volume of work Slower response time from team members using disparate, disconnected systemsWhy SAP and Sybit GmbH Rule-based automation combined with a focus on the user experience offered by SAP Commerce,SAP Sales Cloud, and SAP Service Cloud solutions integrated with the SAP ERP application Functionality to accelerate the development of custom AI automation use cases to address strategicneeds, provided by SAP Business Technology Platform (SAP BTP) and SAP CX AI Toolkit Sybit’s status as a trusted and long-term consulting and implementation partner with provencapabilities in customer experience (CX) process automationAfter: Value-driven results Minimized manual intervention, enabling faster ticket processing and optimizing workflows in each ofthe company’s facilities, improving the user experience Boosted service efficiency, greatly reducing processing time per ticket and lowering operational costs Enhanced the work experience for the sales and service team by reducing employee workload, with65,000 hours of routine administrative tasks now automatedRaising the bar on customer service and support experiences withSAP Customer Experience solutionsFeatured partner100665enUS (26/04) © 2026 SAP SE or an SAP affiliate company. sap.com/terms-of-useWant to know more?Read the SAP InnovationAwards 2025 entry