“Offering real-time data and complete transparency to our customers” – General Manager IT, Essity


Offering real-time data and complete transparency to customers

In adopting a customer-centric mindset, Asaleo Care (now part of Essity) required robust technology to support our shift in focus and expedite our digital transformation.

Our customers had previously struggled with price support, rebates, product-delivery information, and communication consistency from Asaleo Care team members. We lacked visibility, still relying on inconsistent order confirmations and manual invoicing that highlighted the need to digitalise our customer experience through data-enabled services and an intelligent, integrated platform.

Customer-centricity delivered through partnership

To assist in our digitalisation, we partnered with FAIR Consulting Group to deliver customer-enabled technologies. They were completely transparent in design, implementation costs, and time – ensuring seamless implementation for a suite of SAP solutions.

The partnership with FAIR Consulting, SAP, and Asaleo Care is built on mutual respect and dedication to one common goal; to deliver on the company’s CX digital journey and aspirations, as one team. We put our complete trust in FAIR Consulting as our strategic partner, which came with a responsibility to demonstrate value, bringing quality solutions that are fit for purpose, future proof, and delivered with integrity.

The team designed and implemented a flexible, scalable, and integrated SAP CX solution using SAP Commerce Cloud, SAP Configure Price Quote, and SAP Business Technology Platform with integration to existing SAP ERP Central Component and Customer Relationship Management.

Being the first implementation of its kind within the region, this was a complex solution involving five integrated systems. FAIR Consulting and Asaleo Care invited SAP to do independent quality assurance and go-live checks to align product roadmaps with our digital strategy roadmap.

With support from SAP, we’ve introduced a customer-first distributor portal addressing account, finance, sales, and service processes for staff and distributors as part of our wider digitalisation initiative.

This solution suite provides superior functionality, automation, and self-serve capabilities aligned to our digital requirements, specifically providing a fully integrated ‘inquiry-to-cash’ and ‘cash-to-service’ portal.

In standardising the systems for account, finance, sales, and service processes has simplified our team’s way of working while transforming how we connect with customers.

Learning and evolving with our needs

We have continued working closely with FAIR Consulting to assist with training and change management throughout our implementation program. Asaleo Care’s roadmap also includes the re-build of our healthcare platform developed on the new SAP CX solution. We’re also looking to implement SAP Commerce across our retail brands, transforming into a ‘business-to-everyone” organisation that manages B2B, B2B2C, and B2C.

Our suite of SAP solutions has significantly enhanced customer service, offering staff with a 360-degree view of customers and intuitive user experience for supporting customer loyalty and engagement. We’ve also managed to reduce manual processes and ordering while improving overall revenue due to efficiency gains.

Providing our customers with an intuitive and accessible user interface that offers real-time data and complete transparency, demonstrates our commitment towards rebuilding and reinvigorating our customer experience.

As Asaleo Care continues growing organically and through acquisition, we will continue working with our technology and implementation partners, sharing feedback and information to create a more cohesive and seamless solution for future developments and changes.


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