Mewa Textil-Service is a number one supplier of reusable textile rental options similar to workwear, cleansing cloths, and oil absorption mats. The corporate additionally leads the best way in sustainability, by eco-friendly laundering, water recycling, and energy-efficient operations.
Mewa has greater than 200,000 prospects in 15 European nations. These prospects symbolize all kinds of industries, together with manufacturing, agriculture, healthcare, meals service, building, and automotive garages and dealerships.
At present, there are greater than 10 million Mewa clothes objects in circulation. Every single day, Mewa workers wash greater than 300 tons of laundry. Yearly, the corporate processes a median of round 800,000 buyer orders and repair requests — spectacular numbers. However till just lately, the processing, which concerned manually dealing with emails and telephone calls, proved to be much less spectacular to Mewa prospects and workers.
Delivering the expertise prospects anticipate
“Prospects who’re used to seamless e-commerce experiences similar to automated ticket dealing with and self-service portals discovered our handbook service and help mannequin outdated and inefficient,” says Thomas Langner, Head of Digital Advertising and marketing at Mewa.
Internally, the corporate’s service and help crew was having issue processing requests and inquiries in a well timed method. The explanations? The corporate’s handbook processes and legacy buyer relationship administration (CRM) programs weren’t designed to deal with the quantity of labor. As well as, fewer expert employees have been coming into the native labor swimming pools, notably within the service and help areas, and plenty of skilled employees are retiring, making a labor scarcity.
The remaining crew members discovered themselves dealing with extra work, with an rising quantity of orders and requests, utilizing handbook processes and disparate programs. A big portion of that work concerned routine, administrative duties.
All of it added as much as a slower response, much less time working with prospects, and a higher likelihood of errors, affecting buyer and worker satisfaction.
Fashioning higher customer support and help
To maneuver as much as “spectacular” in companies and help, Mewa developed, in partnership with SAP and its buyer expertise (CX) consulting and implementation companion SYBIT, an answer that automates the corporate’s associated processes. The answer is designed with SAP CX options: SAP Commerce, SAP Gross sales Cloud, and SAP Service Cloud, in addition to SAP ERP. All three SAP CX options had been deployed throughout Mewa’s European places, enabling seamless integration, sooner ticket processing, and optimized workflows in every of the corporate’s amenities.
“Now we have revolutionized our processes by automating greater than 60% of buyer requests,” says Langner. As well as, 90% of all inquiries are actually digitized. Prospects and potential prospects submit inquiries and requests by a self-service portal as a substitute of sending emails or calling. In a single instance of a portal use, prospects have said it’s considerably simpler to speak workwear modifications by the portal than by different channels.
“The portal is customer support deluxe,” says Ruth Staudenmayer, Managing Director of Gefluegelhof Schoenecke, Founding Member of the Mewa Buyer Advisory Board.
Boosting response and financial savings
The answer’s rule-based automation has decreased handbook intervention, which advantages prospects, workers, and Mewa. Each ticket and inquiry processing are sooner with much less likelihood of errors. And workflows are optimized.
With enhanced effectivity comes value and time financial savings. By considerably decreasing processing time per ticket, Mewa has lowered operational prices. The worker workload has additionally been decreased, particularly with regards to routine administrative duties, now dealt with by AI. In truth, this 12 months (2025) AI will in all probability save about 65,000 worker hours.
Attaining 360° monitoring with self-service functionality
Prospects and workers additionally profit from a brand new degree of transparency. Up to now, buyer information was saved in numerous programs, stopping a unified view of buyer interactions. The SAP resolution has changed the outdated programs, consolidating information to supply a seamless 360° self-service view, which fosters collaboration. The service and help groups and prospects can shortly and simply monitor information, invoices, contracts, and merchandise in actual time and supply suggestions concerning requests.
As talked about earlier than, the shift to digital self-service has streamlined interactions, decreasing reliance on conventional service channels and help. According to the “Maintain the Core Clear” precept, extensions are employed utilizing SAP BTP, for flexibility and system integrity.
Making workwear order processing work even higher
The implementation of SAP CX options together with SAP Enterprise Know-how Platform (SAP BTP) and SAP CX AI Toolkit is anticipated to permit Mewa to speed up the event of customized synthetic intelligence (AI) automation use circumstances tailor-made to handle particular operational and strategic wants.
For instance, Mewa plans to boost the client expertise by utilizing AI textual content optimization and churn evaluation to streamline processes. AI can even be used to detect irrelevant feedback that stop or decelerate computerized processing. These and different improvements will assist ship a extra seamless, accelerated request and inquiry interplay.
The proper match to be honored
These improvements and advantages have made a fantastic impression on workers, prospects, and the trade, as demonstrated by Mewa’s current honor. On the SAP Innovation Awards 2025, Mewa was the winner within the Buyer Expertise class. The award is given to a corporation that achieves enterprise transformation by utilizing SAP cloud options to create, develop, and ship distinctive buyer experiences. Try Mewa’s pitch deck for extra info.
