Mewa Textil-Services SE & Co. Management OHG has been awarded the prestigious SAP Innovation Award 2025 in the Customer Experience category together with its digitization partner SYBIT. The project delivered consistent automation and smart integration of customer service processes using SAP Customer Experience (CX) solutions, setting new benchmarks for efficiency, loyalty, and sustainability in the textile industry.

Digital answer to analogue challenges

Based on 260,000 estimated service requests in 2025, Mewa faced the challenge of reconciling rising customer expectations, a shortage of skilled workers and cost pressure. Together with SYBIT, the company implemented a fully digitized service platform based on SAP Commerce Cloud, SAP Sales Cloud and SAP Service Cloud, SAP ERP and SAP Business Technology Platform. Today, 90% of all inquiries are made digitally via the portal, 60% are processed automatically – which saves around 65,000 hours of working time annually and noticeably relieves customer service.

"We didn't just want to digitize processes, we wanted to create real added value – for Mewa's customers and employees. The result is a future-proof service experience that inspires," says Markus Horvath, the responsible project manager at SYBIT.

Artificial Intelligence – Perspective and First Application

A next step in development is the increased use of AI for intelligent query recognition and text optimization. The first functionalities have already been integrated: the system detects irrelevant comments that prevent automatic processing. With 60% accuracy, AI reduces manual effort and increases efficiency by filtering out redundant inputs like "thank you." This further improves dark processing – an important step towards an even higher degree of automation and service quality.

A lighthouse project for CX transformation

"This project shows what is possible when CX is not thought of as a technology project, but as a strategic initiative," emphasizes Michael Blauig, Chief Revenue Officer at SYBIT. "We are not only connected to Mewa by a long-standing partnership, but also by the common aspiration to set new standards in customer service."

About the SAP Innovation Awards

 Every year, the SAP Innovation Awards honors organizations that use SAP technology to implement innovative projects. Winners are chosen based on business impact, application of advanced technologies, and positive effects on society or the environment.

Success Story: Optimal UX and Customer Service at Mewa

“It takes an outstanding team to pull off a go-live like this one,” says Thomas Langner, PO Commerce at Mewa.

Read the full story in our Success Story.

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