Mewa wins "SAP Innovation Award 2025" for digital customer portal
Textile service provider Mewa has won the "SAP Innovation Award 2025" in the "Customer Experience" category for the development of pioneering new service applications for its digital customer portal. The integrated solution for ticket automation, which provides customers with a more convenient user experience, impressed the jury of the prestigious competition. Automation and implementation were developed by Mewa in close collaboration with SAP partner Sybit.
Mewa receives inquiries from over 200,000 B2B customers in Europe every year. Processing them by email or telephone is time-consuming and resource-intensive. In order to make the service processes more efficient and transparent, the digital customer portal mymewa.com is continuously being expanded with new self-service functionalities. The latest innovation, which received an award from SAP in Madrid, offers an automated ticket system for service requests such as repeat orders, changes and insights into the delivery status of workwear and cleaning cloths in the all-round service.
Digital services create time for personal advice
The customer portal and the implemented ticket system use SAP Commerce Cloud, SAP Sales Cloud, SAP Service Cloud and SAP ERP. The rule-based automation reduces the processing time per ticket by around 15 minutes on average. The time saved is available to the service teams for individual support with more complex issues and advice on qualitative questions.
In addition to the more personalized service quality, customers also benefit from the transparency of the digital functionalities: they can manage their clothing stock across all locations around the clock, view invoices and receive feedback as soon as their service request has been processed without losing any time. Last but not least, the digital solution also contributes to sustainability, as the use of the portal significantly reduces paper consumption. To ensure that the customers' perspective is incorporated into the further development of services and processes, the applications were developed in close dialog with users from the field - including the involvement of the Mewa customer advisory board. Regular customer surveys and measurements via the Customer Loyalty Index prove that customer satisfaction has increased as a result of the digital service offering.
Face-to-face contact remains essential in Mewa customer service
Rainer Monteagudo Santí, Head of Strategic Marketing & Product Management, comments on the award win as follows: "Our aim is to be close to our customers and offer them the best possible service - based on partnership, reliability and high quality. With digitalization, we can continue to ensure this, improve efficiency and transparency for both sides and thus remain fit for the future with our service for our customers as well as for our own employees."
Even with increasingly digitalized service processes, Mewa consistently relies on personal customer relationships. Direct contact with the textile service provider - by phone or email - is possible at any time. A team of sales employees, customer service staff and qualified service drivers provide technical support on site. Small and medium-sized companies are looked after regionally, while major customers with several locations, both nationally and internationally, receive centralized customer service.
Source and further information: www.mewa.ch
