Svenska Cellulosa Aktiebolaget (SCA) is a Swedish consumer goods company and a pulp and paper manufacturer. It produces and distributes global hygiene products marketed under several brands including Libero and Libresse. SCA was founded in 1929; today it has more than 44,000 employees and sales totalled €12.3bn in 2015. With its main product portfolio consisting of personal care products (wet wipes, baby nappies, feminine hygiene products, tissues and cotton-pads), plus publication papers, solid wood products and forest-based biofuel, SCA is considered one of the world’s largest companies in personal care products, the world’s third-largest tissue supplier and one of Europe’s most profitable producers of forest products. SCA is also Europe’s largest private owner of forest land, with 2.6 million hectares, equivalent to the size of Macedonia. It sells its products to customers in countries all over the world, with the largest markets in Germany, UK, USA, France, Sweden, Italy, the Netherlands, Spain, Denmark, Australia, Mexico and Belgium. SCA’s ambition is to grow and strengthen its positions in both mature and emerging markets by broadening its product categories, product ranges and services, as well as entering new segments and channels.
In order to grow its business, SCA continually ensures that the business has the right IT infrastructure and partners to scale with them. In August 2012, SCA began its working relationship with and introduced support for Microsoft Dynamics CRM from AlfaPeople. Now an established partner, AlfaPeople has been fully integrated into their IT department. It handles support issues from SCA’s international community of 2,500 CRM users and delivers more than 4,200 hours of end-user support each year. Eva Lechner, Manager User Education & CRM Project Manager at SCA said: “AlfaPeople is responsible for providing us with support for Microsoft Dynamics CRM, dealing with 2,000 users to manage and dispatch the cases. The customer communication provided by AlfaPeople is best in class. The team is highly trusted by our end-users and our IT department. Their team works in a very efficient way, respecting our internal processes in the area of service management and development.”
Recently SCA required some help to manage an expansion of their CRM solution
, as the in-house IT support department did not have capacity to execute the project in full. SCA naturally turned to AlfaPeople to project manage and resource the work, enhancing and developing Dynamics CRM as well as providing ongoing maintenance and support for the current live version of the solution. AlfaPeople’s role was also to act as a link between SCA’s internal support and development teams, providing a high quality of support to users of the CRM system. The vast majority of support cases are currently solved by AlfaPeople, providing standard user-help over email or Skype and screen sharing. In cases where the result is a bug, a thorough root cause analysis is undertaken – if necessary looking at individual lines of code – and a comprehensive problem report with a proposed solution is produced and sent to the SCA IT development team.
As part of the expansion project, AlfaPeople would also be required to ‘buffer’ all the extra work requests sent to the in-house development team. This added interface in the request process would allow the development specialises to prioritise the right functionalities and expansions to Dynamics CRM that would allow SCA to meet its overall business objectives.