Mewa wins the SAP Innovation Award 2025 for its digital customer portal

Each year, Mewa handles inquiries from over 200,000 B2B customers across Europe. This handling via email or telephone is both time-consuming and resource-intensive. To make service processes more efficient and transparent, the digital customer portal mymewa.com is continuously being expanded with new self-service features.

The latest innovation, awarded by SAP in Madrid, features an automated ticket management system. This centralizes all requests related to Mewa's complete management, such as restocking, changes, or checking the delivery status of workwear and industrial cloths.

Digital services free up time for more personalized advice

The integrated customer portal and ticketing system are powered by SAP Commerce Cloud, SAP Sales Cloud, SAP Service Cloud, and SAP ERP. Thanks to intelligent automation, ticket processing time is reduced by an average of 15 minutes. This valuable time saving allows teams to focus more on personalized support and advising customers on quality issues.

In addition to this personalized service, customers benefit from increased transparency thanks to digital features. They can manage their clothing inventory 24/24 across all their locations, view their invoices, and receive instant feedback as soon as their service request is processed. This digital solution also contributes to a more sustainable approach. Using the portal significantly reduces paper consumption. 

To fully integrate the voice of the customer, the applications were designed in close collaboration with field users, including support from Mewa's Customer Advisory Board. Regular surveys, as well as the indicators of the Customer Loyalty Index, confirm that customer satisfaction has significantly improved following the enrichment of the digital service offering.

Face-to-face contact remains essential in Mewa's customer service

“Our ambition is to remain as close as possible to our customers and offer them excellent service, based on trust, reliability, and quality,” explains Rainer Monteaugudo Santí, Head of Strategic Marketing & Product Management. “Digitization allows us to pursue this commitment, while increasing the efficiency and transparency of our interactions. This ensures the sustainability of our service for our customers and our employees.”

Even in an era of increasing digitalization of services, Mewa continues to fully embrace personalized customer relations. The textile service provider remains accessible at all times by phone or email. A dedicated team of sales representatives, customer service representatives, and qualified service agents provide on-site support. Small and medium-sized businesses benefit from local regional support, while large accounts with national or international locations benefit from centralized and coordinated customer service.