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

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Reduction of error rate caused by elimination of outdated information and documents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

"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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