Who is ESSITY AUSTRALASIA?
Essity Australasia (previously Asaleo Care) is a leading personal care and hygiene company. They manufacture, sell and distribute consumer goods across categories such as feminine, incontinence, baby care, consumer tissue and skilled hygiene.
Their products are widely used by households and companies in Australia, New Zealand and the Pacific Islands. With over 15 manufacturing and distribution sites, Essity Australasia works with some of Australia’s most iconic pharmacies and retailers.
The Customer's Voice
FAIR Consulting Group is a great partner to work with on customer enabled technologies, given the quality and experience of their people. They have been completely transparent in design, implementation costs and time.
We are excited and pleased to be working with FAIR Consulting Group as we embark on developing a premium digital service offering for our customers and consumers. We chose to work with FAIR because of their dedication to understanding and working with customers and their deep understanding of front-end technology platforms.
FAIR engaged with Essity Australasia to identify the organisation’s IT challenges and customer pain points. After an extensive CX-led discovery, FAIR found that Essity Australasia would benefit from an integrated portal that would lead to the digitisation of key business operations and improve customer experience.
Together with Essity Australasia’s IT team, implemented a complex solution, leveraging SAP Commerce Cloud, SAP CPQ and SAP BTP, integrated with the existing SAP ERP and CRM, to help streamline and simplify key business processes and improve customer experience. This is the first implementation of its kind in Australia and New Zealand.
After a successful collaboration, FAIR worked with Essity on another project – this time with retail brands TOM and Libra. FAIR worked with SAP Commerce and Spartacus technologies to redesign TOM and Libra’s websites and online shopping portals, which improved customer experience.
CUSTOMER FIRST APPROACH
FAIR worked with Essity Australasia on a CX discovery process to identify critical pain points and understand the highest priority opportunities. Following extensive internal/external (customer) interviews and workshops, we developed insightful user personas that focused on design decisions.
We conducted virtual workshops to create/validate customer journey maps and developed a keen understanding of process issues and high-level opportunities for the business to consider. This addressed customer pain points throughout the customer journey, extending well beyond digital solutions.
The conclusion of this work was a detailed customer experience report, highlighting the detailed insights and opportunities. Importantly, this included a list of potential solutions, prioritised against the likely business and customer benefits. This was presented to Essity Australasia executives for informed decisions throughout the project lifecycle and beyond.
A FLEXIBLE, INTEGRATED CX SOLUTION
Based on the findings of the detailed CX-led discovery, FAIR worked with Essity Australasia's IT team on a customer-centric solution to resolve the challenges distributors were facing by leveraging SAP Commerce Cloud, SAP CPQ and SAP BTP, integrated with the existing SAP ERP and CRM.
The aim was to remove customer pain points by digitising key business processes that were previously manual and making them accessible through a single platform. FAIR developed a self-service distributor portal that simplifies operations, provides real-time access to relevant information and has transformed how the organisation communicates with its customers.
CUSTOMER-FOCUSED, B2C RETAIL SOLUTION TO IMPROVE USER EXPERIENCE
Essity Australasia’s retail brands TOM and Libra collaborated with FAIR for a solution to make the online shopping process easier for their customers. Both TOM and Libra offer high-quality products across Australasia but were not able to provide a seamless experience to online shoppers due to slow loading time from product view to checkout page.
To address their challenges, FAIR delivered an end-to-end B2C retail solution by redesigning TOM and Libra’s online shopping portals and order processing system.
FAIR leveraged SAP Commerce and Spartacus to implement custom features, including SEO optimisation, subscriptions and integration with payment options and an external fulfilment provider, making the websites faster and easy to navigate.