SAPPI paper Journey to Transform Omni-channel Customer Engagement
Download this new report here by ARC about paper giant SAPPI’s digital transformation in their Customer Engagement
In an era when digital transformation often means a reduction in printed media or elimination of paper in favor of mobile devices or a virtual experience, manufacturers in the paper and print industry face the challenge to differentiate products and the customer experience.
For Sappi, differentiation in an industry challenged by change in consumption means making improvements to channels and improving the customer experience. This has not been an easy task, as customers of the print industry are becoming aware of the need to change their interactions with suppliers in a way that meets their unique business needs. And second, a technology gap often hinders omni-channel operations. Too many industrial manufacturers and retailers lack adequate resources to meet their customer demands. Once these companies surmount these challenges, they will be able to deliver a truly omni-channel experience.
Sappi Limited, originally incorporated as South African Pulp and Paper Industries Limited in 1936, is a South African pulp and paper company with global operations. The company, headquartered in Johannesburg, produces and markets printing paper, packaging, specialty and release paper products, dissolving wood pulp, and forest biomaterials for Europe, South Africa, North America and other export markets. According to Didier Magnien, IT Director of Sappi, the company has transformed customer experience and engagement using e-commerce built on SAP HANA
This effort by Sappi has transformed the way paper is sold and differentiated each unique direct customer segment.
For more on digital transformation in the paper industry, see How Digital Transformation Can Save Paper And Packaging and don’t forget to check out SAP.com for paper and packaging!