Kimberly-Clark's tissue, personal care and health care products are manufactured in 42 countries and sold in more than 150. In order to improve customer service, they implemented a service center to handle orders and queries from customers across Europe. To help realize the benefits of the new service centre, they needed a solution. A short study undertaken by Capgemini substantiated Kimberly-Clark's view that there were a number of opportunities to further improve customer service levels and ensure that the new organization delivered the expected benefits. Capgemini was chosen to implement the SAP CRM solution due to its demonstrable skills in the SAP CRM solution and an unrivalled contact center experience. The project was planned to be live in 3 months from project inception.
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