List of SAP Case Management Customers
Walldorf, 69190,
Germany
Since 2010, our global team of researchers has been studying SAP Case Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased SAP Case Management for Case Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using SAP Case Management for Case Management include: Bosch, a Germany based Manufacturing organisation with 86800 employees and revenues of $104.62 billion, Stadtwerke Bielefeld Germany, a Germany based Utilities organisation with 1379 employees and revenues of $856.0 million, Vileda, a Germany based Consumer Packaged Goods organisation with 150 employees and revenues of $20.0 million, Fraser and Fraser, a United Kingdom based Professional Services organisation with 100 employees and revenues of $15.0 million and many others.
Contact us if you need a completed and verified list of companies using SAP Case Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Bosch | Manufacturing | 86800 | $104.6B | Germany | SAP | SAP Case Management | Case Management | 2023 | n/a |
In 2023, Bosch implemented SAP Case Management as part of a broader SAP Service Cloud deployment for its Automotive Aftermarket organization. The deployment positioned SAP Case Management within the Case Management category to centralize ticketing and service workflows and provide agents with a unified view of customer interactions.
The case management capability was delivered via the SAP Service Cloud ticketing module, configured to support end to end service case lifecycle management, ticket routing, and a 360 degree customer interaction record. Configuration work focused on standardized service process workflows and agent workspaces to improve case triage and resolution throughput.
The implementation integrated service case records with Bosch backend ERP systems to link service activity to billing and logistics processes, enabling downstream financial and supply chain closure from case events. Operational scope emphasized Automotive Aftermarket service teams and contact center agents, with case data used by billing and logistics functions to coordinate fulfilment and invoicing.
Governance changes included centralized case handling and standardized workflow rules to enforce service SLAs and handoffs, and rollout prioritized agent visibility and operational consistency. Outcomes explicitly reported by Bosch included improved agent efficiency and greater visibility into customer interactions through SAP Case Management and the SAP Service Cloud ticketing capability.
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Fraser and Fraser | Professional Services | 100 | $15M | United Kingdom | SAP | SAP Case Management | Case Management | 2022 | n/a |
In 2022 Fraser and Fraser implemented SAP Case Management. The deployment ran April 2022 to June 2022 as a three month contract, provisioning the SAP online Case Management system for more than 10 case managers and assistants at the London based genealogists and probate researchers firm.
SAP Case Management was configured to support core case lifecycle workflows, including case intake, task assignment and routing, document capture with secure storage, and audit trail capabilities aligned to probate and genealogy work. The implementation incorporated digital dictation capture tied to case records to support an audio secretary workflow and transcription steps, and role based access controls for case managers and assistants.
The solution used SAP online architecture with centralized configuration and user provisioning appropriate for a 100 person professional services firm, aligning research, client services, and administration around standardized casework processes. Governance emphasis during the rollout focused on establishing user roles, access permissions, and case lifecycle handoff procedures to operationalize SAP Case Management across the firm.
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Stadtwerke Bielefeld Germany | Utilities | 1379 | $856M | Germany | SAP | SAP Case Management | Case Management | 2023 | n/a |
In 2023, Stadtwerke Bielefeld Germany implemented SAP Case Management as part of a centralized SAP Customer Experience foundation. The deployment used SAP Service Cloud as the ticketing and agent workspace layer to provide a single-screen agent desktop for utilities customer interactions.
SAP Case Management was configured to deliver ticket lifecycle management, case routing and status tracking, and unified agent views for service requests, leveraging standard Case Management workflows, service entitlements and SLA handling consistent with customer service operations. The implementation targeted customer service agents and contact center operations responsible for handling increased customer inquiries.
Reply Deutschland SE acted as the implementation partner for the SAP Service Cloud and SAP Case Management rollout, supporting configuration and go-live activities across the customer service organization. The project centralized ticketing and case handling to improve Stadtwerke Bielefelds ability to manage elevated volumes of customer inquiries.
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Consumer Packaged Goods | 150 | $20M | Germany | SAP | SAP Case Management | Case Management | 2023 | Valantic Fsa |
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