Success Story Multivac

The goal: a centralized 360-degree view of customers and business partners

#STORY

MULTIVAC: comprehensive solutions, globally connected

MULTIVAC is an internationally operating family-owned company based in the Allgäu region of southern Germany. With its comprehensive packaging and processing solutions, the company provides customers in the food, consumer and industrial goods, as well as medical and pharmaceutical sectors with tailored value-added solutions across the entire logistics chain. Its portfolio includes solutions for packaging, labeling, printing, inspection, dough processing, slicing, portioning, and Industry 4.0 production.

With more than 80 subsidiaries, MULTIVAC is present in 165 countries and serves both individual customers of all sizes and multinational corporations through direct and personal support.

In global organizations, data management is often handled locally within individual countries. This can lead to redundant data, fragmented data landscapes, and varying data management standards.

Challenge: Fragmented customer and business partner data

MULTIVAC’s large number of international locations has resulted in a heterogeneous and complex IT landscape, as well as a lack of transparency in data quality. Around 200,000 customer and business partner records are distributed across countries and subsidiaries.

Since the individual country organizations operate largely autonomously, each maintains its own CRM data repository, in some cases using self-developed solutions, without standardized templates in the connected SAP system. As a result, a group-wide, consistent view of shared customers is not possible. This leads to:

Fragmented data repositories and redundancies
Duplicate records within and across locations
A lack of data quality controls
Inconsistent standards for data maintenance

The result: Processing customer inquiries is labor-intensive, time-consuming, and prone to errors. Response times could be significantly improved.

The key challenge was therefore to consolidate and harmonize data across countries and locations and to establish a reliable foundation for future AI initiatives.

Artificial intelligence can automate routine and repetitive tasks, accelerate processes, unlock efficiency gains, reduce costs, and create room for innovation and growth, while enhancing the customer experience. To achieve this, valid, up-to-date, complete, and unique customer and business partner data is required as the foundation for AI applications.

Since its foundation, MULTIVAC has followed a “best-in-class” philosophy. This commitment to quality also applies to customer and business partner data. The overarching objectives were therefore to:

Consolidate and harmonize all customer and business partner data from subsidiaries and representative offices
Establish a centralized 360-degree view
Shorten and accelerate the Lead-to-Order process

Additional objectives:

Simplify internal work and reduce manual tasks
Minimize the effort required between CRM and ERP systems
Streamline and accelerate processes, all the way through invoicing
Increase efficiency and reduce costs
Create a unified, consolidated data repository

The solution: Centralized consolidation of all customer and business partner data

#SOLUTION

Partner selection and project launch

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Following its “best-in-class” philosophy, MULTIVAC selects Uniserv as its Customer Data Management partner.
A Proof of Concept (PoC) is launched in Brazil, Portugal, and Romania with the goal of consolidating and harmonizing data.
Data is loaded into the Uniserv Data Migration Hub, where it is cleansed and analyzed.

PoC results

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A high proportion of unstructured data, overlaps, and incomplete records was identified.
Significant automation potential was uncovered: rework can be substantially reduced, relieving employees of manual effort.
The PoC confirmed that the Data Migration Hub is well suited for a group-wide rollout.

Rollout and operations

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Centralized operation of the Data Migration Hub at MULTIVAC’s headquarters in Germany, fully compliant with GDPR requirements.
Step-by-step integration of all national subsidiaries, creating a 360-degree view of customers and business partners.
Automated data cleansing, validation, and harmonization.

Key reasons for choosing the Data Migration Hub

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Automated creation of Unique Customer IDs and Golden Records
Reduced rework effort through the Data Stewardship interface
Seamless transition to comprehensive Customer Master Data Management

Additional benefits:

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Integrated international postal validation
Configurable duplicate detection and business partner merging
Country-specific customization with a role- and authorization-based model
Hosted and operated in Germany in compliance with the highest data protection standards

The collaboration between two best-in-class partners delivers outstanding results.

#SUCCESS

At MULTIVAC, these results are reflected in the following achievements:

A centralized and validated data repository: customer and business partner data is updated based on Golden Records, enabling a comprehensive 360-degree view.
Consistent data standards: follow-up projects were initiated to ensure standardized data quality across the entire group.
Automated customer data management: a high degree of automation significantly reduces manual effort.
An optimized customer experience: a faster and more efficient Lead-to-Order process.
A foundation for AI applications: the reliable data repository enables customer-centric AI applications and unlocks additional innovation and efficiency opportunities, strengthening long-term competitiveness.

Conclusion:

When customer and business partner data is treated as a valuable asset and managed consistently, it unlocks a wide range of opportunities for innovation and optimization. These opportunities help secure the long-term success and future readiness of a best-in-class organization.

About MULTIVAC

For more than 60 years, MULTIVAC has been one of the world's leading manufacturers of packaging machines. Its headquarters in Wolfertschwenden, Germany, form the foundation of a globally operating group that is now represented in 165 countries with more than 80 locations worldwide.

Around 7,000 highly qualified employees combine technical expertise with customer focus to ensure maximum availability and performance of MULTIVAC solutions around the globe. This is supported by 16 production sites, modern application centers, excellent service and consulting, as well as intelligent logistics.

MULTIVAC combines tradition and innovation. Since its foundation in the Allgäu region in 1961, the privately owned company has evolved into a global solution provider. The MULTIVAC name stands for stability, quality, innovative thinking, and a long-term vision, values that continue to shape the company today and in the future.

For more information, visit: www.multivac.com