About the Customer
Sealed Air Corporation is a packaging company known for its brands: Cryovac food packaging, Bubble Wrap cushioning, and Diversey cleaning and hygiene.
Scope and Challenges
Recognition that its customers’ needs were evolving was one of the main drivers for Sealed Air to embark on a customer engagement and commerce transformation journey. In a nutshell, the company realized that the value it provided customers wasn’t limited to or defined by the packaging supplies they purchased, but by how it helped customers engage with those supplies to drive greater value and enhance operational efficiency.
While Sealed Air recognized that it likely would have to implement new technology to accomplish this, the initiative was not driven by technology, per se. Rather, technology was viewed as a mechanism and platform to support the higher goal of realigning remodeled processes centered around enhanced customer satisfaction.
Outcome and Implications
Pre-built integration layers to the back end provided users with unfettered access to data. This helped to significantly decrease the administrative tasks that were a hallmark of the legacy system. Sales and service previously spent a great deal of time trying to access relevant data and making sense of that information, which is the time that would have been better spent in the personal customer interactions that SAP Hybris solutions helped provide. By consolidating data into a single sales, service, and marketing platform with SAP Hybris solutions and making that data available from a single repository, a salesperson in the field could find all the information needed about a specific customer just before heading into a sales call.
"Today’s sophisticated customers present new challenges as well as new opportunities for Sealed Air’s businesses. As a consequence, we are moving away from transactional sales including quotes focusing on product features, availability and price toward a knowledge-based, customer-centric, solution-selling capability powered by our own deeper customer knowledge and market insight. SAP Hybris Cloud for Customer will drive a 360-degree view of customer account activity as well as prospects for all Sealed Air commercial teams. This solution will help us deliver on our mission to reimagine the industries we serve.”- said Naveen Kandasami, Global IT director, Business Partnership & CRM Strategy at Sealed Air.
“The customer journey is more complex than it has ever been — it doesn’t end when a customer hangs up the phone, walks out the door, or checks out online. Legacy cloud CRM solutions simply cannot account for the influx in data or meet modern customer expectations. So it doesn’t matter if you are running a small or large business, the need for an enterprise-scale simplifier for this complicated, end-to-end business process is the same.”-said Jamie Anderson, Senior Vice President, and Chief Marketing Officer SAP Hybris.
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