Limited functionality and poor user adoption of its legacy CRM system led Pilgrim’s to look for a modern and widely accepted solution for its customer and consumer complaint management process. For this business process, complaints are utilized to track affected products and production batches, warehouse and production plant activities, error codes, invoice adjustment requests, and customer related information. Pilgrim’s needed to leverage data to facilitate a faster resolution process, and improve service to its customer base. - Understanding the value of a pre-packaged integration into its existing SAP ECC backend, Pilgrim’s decided to implement SAP Cloud for Service as its complaint management process.

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