Dear Customer,

You are personally invited to join this executive conversation with Ekornes to hear how a multi-brand, multi-market organization moved from localized, siloed CRMs and email-driven service to a unified service platform with SAP Cloud for Customer. 

Why Should SAP Customers Attend?

Learn how they structured a phased rollout across global markets, aligned service processes, and built a quality feedback loop into production. Expect a candid, fact-based discussion focused on practical decisions, what worked, what didn’t, and how the team evolved their approach over time. 

Hear Ekornes firsthand experience implementing SAP Cloud for Customer for service across diverse markets, languages, and teams and what they would do differently. Stay for the LIVE Q&A to explore rollout pacing, integration trade-offs, UI adoption, and governance practices.

Key Challenges & Highlights:

• Hyper-localized markets and disparate tools (local CRMs, Outlook) created fragmentation and limited enterprise-wide reporting.
• Three change drivers: ISO-focused production quality, shift toward customer-centricity, and service system deprecations.
• Decision for a single global platform integrated with SAP ECC, with flexibility for localization and language.
• Iterative, phased rollout (2016 onward), culminating in global workshops and a virtual service work group.
• Focused service process: email/web-form ticket creation, routing to local teams, documented out-of-system actions, GDPR-compliant depersonalization, and continuous improvement.

About the Customer:

Ekornes is a Norwegian furniture company known for the Stressless® brand, owns the premium Svane® brand, which has a strong presence in the Nordic market and the IMG brand acquired in 2014. Founded in 1934 as a spring mattress manufacturer, the company grew into a global furniture company recognized for comfort and innovation. The iconic Stressless chair launched in 1971. In 2004, Ekornes opened a highly advanced manufacturing facility in Norway. The business primarily operates B2B with a B2B2C buying chain.

SAP Solutions Landscape:

• SAP Cloud for Customer (Service Cloud) -  Business capability supported: Service ticketing, email-to-ticket routing, SLAs, account and individual customer management, templates, and service process automation with localized operations.
• SAP ECC
• SAP Business Warehouse
• SAP Hybris Commerce
• SAP Business Objects

SAP Event Owner: Johanna Rogers johanna.rogers@sap.com | Global Corporate Growth Advisor | Customer Advocacy & Amplification

• Welcome & Introduction
• Ekornes Service Transformation Journey
• SAP Solution Overview
• Implementation Approach, UI Optimization, and Integration Decisions
• Lessons Learned & Best Practices
• Live Q&A Session

Register today to learn directly from a peer on structuring a global service rollout, balancing standardization with localization, and building a quality feedback loop that spans service and production.

Bring your questions and compare approaches with fellow leaders in a practical, executive discussion..