Client Stories | ARYZTA LLC

Passion for good food

IN A NUTSHELL

  • Continued to leverage their SAP investment
  • Improved customer service flow between department
  • Reporting improvements provided greater visibility to management
  • Agent attrition was recued below industry standards

PROJECT OUTCOME

ARYZTA is a global food business with a leadership position in specialty bakery. It focuses its attention on baked goods, specialty bakery, food business, foodservice retail. ARYZTA is based in Zurich, Switzerland, with operations in North America, South America, Europe, South East Asia, Australia and New Zealand. Aryzta has approximately 15,500 employees and annual turn over of approximately $6.04B.

Aryzta is moving from a traditional call center to a service center. It wanted to have the best possible technology that can be leveraged globally and yet configured for the local markets. The solution must be integrated seamlessly with its global single instance of SAP CRM and also offer cloud based technologies. Aryzta wants to continue to leverage its financial commitment to SAP in order to reduce complexity in its environment. Aryzta has approximately 40 agents in North America.

SAP Contact Center was purchased and initially used as a stand alone solution with their ECC system. In 2014 Aryzta, as part of the change to modernize their service center, upgraded their SAP Contact Center solution to the latest version and integrate it to SAP CRM. In addition, Aryzta has added multiple channels, i.e. email, in order to provide customers with a unique experience, that is not typical in the food industry.