Suiker Unie is a supplier of sugar in the Netherlands and surrounding countries for both industrial applications and retail packaging.
Suiker Unie seeks to differentiate itself for its buyers by providing a high-quality service. This includes excellent logistical performance, highly customer-focused account management, accurate information and thorough complaint processing.
Customer information is spread over many locations in a wide range of systems: ERP information in SAP, correspondence locally on workgroup disks and on account managers’ laptops, contact information in Outlook or ‘tucked away’ in the heads of employees. An overview was not easy to get and seemed to take more time to obtain than necessary.
Furthermore, the ability to retrieve this information using a single key (the customer!) and to share it easily was missing. This resulted in inefficiencies within the organization (lots of e-mail messages and telephone calls). The liberalization of the sugar market has meant that customer contact is more intensive than ever before and more and more disciplines are now involved.