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.