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Case study

PILGRIM’S

Customer and Consumer Complaint Management based on SAP Cloud for Service


The Customer

Pilgrim’s, headquartered in Greeley, CO, is the largest chicken producer in the US and belongs to Brazil-based food giant JBS. Producing over 9.5 billion pounds of live chicken per year, Pilgrim‘s is serving restaurants and fast food chains such as ‘Kentucky Fried Chicken’, ‘Burger King’ and others as well as grocery stores and supermarkets like ‘WalMart’, ‘Kroger’, ‘Safeway’ and many others. The company has approx. 38,000 employees in 12 US states, Puerto Rico and Mexico.

Customer Requirement

The lack of functionality and poor user adoption of its legacy CRM system led Pilgrim’s to look for a modern and widely accepted solution for its customer and consumer complaint management process. In this business process, complaints are used to track affected products and production batches, warehouse and production plants activity, error / fault codes, invoice adjustment requests as well as customer / consumer related information. Pilgrim’s would like to use the data captured in reports in order to facilitate a faster resolution process and improve service to its customer / consumer base.

Proposed Solution

Seeing the value added of a pre-packaged integration into its exiting SAP ECC backend, Pilgrim’s decided to implement SAP Cloud for Service for its complaint management process. Service Tickets represent customer or consumer complaints and allow users to capture multiple products that are affected. Each line item can be referenced with its own unique fault code as well as storing the correct material hierarchy. The solution not only allows users to create complaints manually, but also enables customers to log a complaint through email channels directly as well as permits consumers to file a complaint via Pilgrim’s corporate website on www.pilgrims.com.

With its strong reporting and dashboarding capabilities, SAP Cloud for Service was the optimal choice to aggregate and drilldown into the information recorded by customer / consumer service representatives allowing managers to adequately settle complaints and take appropriate actions to improve the overall customer and consumer experience. Having implemented SAP Cloud for Customer in many different scenarios, ECENTA America was chosen as the implementation partner because of their expertise and experience in defining the right processes and setting up basic functionality as well as enhancing the solution using the Cloud Developer Studio to meet all customer requirements.

Project Outcome

In 10 weeks, from ordering the C4C tenant to business GoLive, Pilgrim’s is now using a word class platform to support its complaint management processes delivering an outstanding customer and consumer experience. Internal handover time between customer / consumer facing service teams and the backoffice has been drastically reduced. Furthermore, the insight gained from data that is captured in complaints allows Pilgrim’s to continuously improve its products and the service delivered to its customers and consumers.

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