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Case Study: Transgourmet

Specialized supplier of food and non-food goods in the food and beverage, hotel and hospitality industries as well as point of sales.

  • Customer base of more than 35,000 clients, with a total of 3,700 employees
  • 100% subsidiary of the Swiss Coop cooperative
  • €1.3 billion in annual revenues

INITIAL SITUATION & CHALLENGES

  • Very heterogeneous and extensive service center knowledge
  • Each agent handled up to 150 customer contacts daily
  • Multiple information sources including intranet, file server, email and product-specialists
  • Extraordinary flood of information emanating from operations, customer call centers and internal sites
  • Diverse product range and customers with varying backgrounds
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OBJECTIVES

  • Partial intranet replacement with SABIO as single point of truth
  • Digitalization of operations- and receiver manuals within SABIO
  • Replacement of Outlook as internal communications tool with SABIO news function
  • Minimize use of other existing systems to create one "single source of truth"
  • Transformation of internal and external projects through SABIO’s integrated monitoring features

PROJECT SUCCESSES

  • Overwhelming user acceptance and promotion of new knowledge management
  • Increase in daily customer response rate from 53.5% to 92.6% — a new departmental record
  • Substantial replacement and elimination of other knowledge sources by SABIO
  • Reduction of error rate caused by elimination of outdated information and documents
  • Faster and more successful onboarding process for new staff
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"I can wholeheartedly recommend SABIO, both as central knowledge management platform and as a business partner. Thus far, I have not come across a company that so openly, constructively and authentically looks after the needs of its clients."

Lukas Schwindt, Improvement Management, Transgourmet Contact Center

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