Offering legendary customer service at scale through a digital customer portal
Offering legendary customer service at scale through a digital customer portal
Greif set out to drive adoption of their new customer portal, Greif+, enabling customers with 24/7 self-service and order management. A key challenge was ensuring adoption not only by customers but also by local sales and service teams, turning them into Greif+ ambassadors. Beyond initial pilots, Greif aimed to scale the portal across business units and regions to create a unified digital experience.
SparkOptimus' combination of theoretical knowledge with practical solutions has brought true acceleration to our program. They are willing to go the extra mile to deliver exceptional result. Thanks to this partnership, we are now much more equipped to thrive in the eCommerce world!
SparkOptimus supported Greif with a customer-first approach, prioritizing features that addressed real pain points such as bulk ordering and order tracking. We combined strategic vision with on-the-ground execution—from performing data analysis to developing scale roadmaps and driving adoption. To ensure sustainable impact, we also focused on capability building, growing Greif’s eCommerce team from 2 FTE to 10 FTE, equipping them for independent success and long-term scaling.
Take the insights with you
- 60%+ of customers started using Greif+
- 90%+ retention for digital order placement
- 100% Greif+ coverage within North America for industrial packaging products
Together, these results transformed Greif+ from a pilot into a fully embedded, widely adopted customer platform with measurable impact on customer engagement and sales.
Ready to transform your organization? Discover how with our 1-week scan.
.png)
Heras, a leading supplier of perimeter protection solutions active in over 24 countries with more than 1,100 employees, faced challenges with a complex IT landscape and limited system integrations. This led to significant manual work and hindered data-driven decision making. To support their business growth and strategic objectives, Heras wanted to:
- Establish a value-driven IT strategy that directly contributed to their strategic business goals.
- Identify fit-for-purpose solutions, with clear visibility of costs and benefits over a five-year horizon.
- Define the processes, roles, and organizational changes required for effective change management and a sustainable end-state IT setup.
SHV Energy, a leading global distributor of off-grid energy, serves 26 million customers across 25+ countries with over 13,000 employees. To become future-proof – seizing long-term opportunities while optimizing current operations – SHV Energy launched a Digital &Transformation Academy for its ~150-person Extended Leadership Team. This academy empowers Business Units (BUs) with common methodologies, tools, and examples to drive local transformation. SHV Energy asked SparkOptimus to design the Digital & Transformation Academy and facilitate part of the program. This initiative aimed to equip all BUs with the knowledge and resources needed to implement effective changes. The ultimate goal was to better serve customers by fostering a culture of innovation, continuous improvement, and digital proficiency across the organization.
Opella CHC, leader in the Consumer Healthcare market, offers a wide range of over-the-counter products and vitamin & mineral supplements. The consumer healthcare landscape is rapidly changing, with both established players and new brands constantly launching new products. To maintain and grow its strong market position, Opella needed to accelerate its product innovation process. To expand its mass retail presence and streamline innovation, Opella collaborated with SparkOptimus to enhance their product development capabilities and significantly reduce the time from idea to market launch.
A global leader in industrial packaging with annual sales exceeding $6 billion aimed to become the best-performing customer service company in the world. To enhance its customer experience and expand its digital service model, the company needed support in accelerating the roll-out of a pilot customer portal. This portal would empower customers to place and manage orders 24/7, allowing local teams to focus on higher-value tasks.
