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The Ence Case: Leaders in Sustainable Resource Management

Ence is the leading European company in eucalyptus pulp production and the top producer of renewable energy from agricultural and forestry biomass in Spain.

With over 68 years of experience since its founding in 1957, Ence is a European leader in sustainable eucalyptus pulp production and a pioneer in renewable energy generation from agroforestry biomass.

It operates globally, promoting the circular economy, sustainability, and industrial decarbonization. Its business model integrates the entire value chain, from responsible wood cultivation to the energy recovery of waste, generating a positive impact on rural communities.

The SAP sustainability tool has allowed us to integrate all information into a single platform, reducing the time needed for data collection and verification

Lead the circular bioeconomy

In three business areas:

  • Forest Management: The leading private forest manager in Spain, with over 70,000 hectares of managed forest.
  • Pulp Production: Leading in Europe in eucalyptus pulp production, with more than 1 million tons annually.
  • Renewable Energy: Operating 8 biomass and biogas plants with an installed capacity of 266 MW.

To meet this challenge, Ence must comply with European and industry sustainability regulations.

Implement the Contact Center tool within Genesys Cloud

From a business perspective, the proposed solution aimed to define the processes that needed to be modified for the new model, as well as to assist in selecting the Contact Center service provider and, through a project office, participate in the transformation of the business plan.

From a technological perspective, the approach was to provide support in selecting and implementing the Contact Center tool within the Genesys Cloud platform hosted on AWS. This platform was designed to fully leverage modern cloud strategies and technologies, serving as the optimal solution to support processes undergoing transformation and achieve an evolution in customer service.

Have a 360º view of the customer

Thanks to the Genesys Cloud platform, Axpo has achieved its primary objective by unifying all its channels into a single platform, enabling a complete view of the customer and improving efficiency across the company. In addition, it has achieved significant cost reductions through enhanced service delivery and increased process efficiency.

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    The Ence Case: Leaders in Sustainable Resource Management | Minsait