Introduction
Mars faced significant revenue loss in global promotional campaigns and returns processes due to manual, error-prone controls and slow dispute resolution. Customers experienced frustration and teams struggled with fragmented data and communication barriers.
With Celonis, Mars gained transparency and digital control over deduction processes, strengthening cross-team collaboration and protecting revenue.
Strategic Objectives
- Speed up promotional and return processes
- Minimize revenue losses
- Improve team collaboration
- Boost customer satisfaction
Implemented Solution
Celonis EMS tracked every step of the deduction workflow in real time, detecting:
- missing or delayed documentation
- manual approval bottlenecks
- incorrectly applied discounts
The solution provided actionable insights through dashboards, enabling faster dispute resolution and more standardized, reliable processes across global teams.
Results
- 40% faster returns and dispute handling
- 12% decrease in revenue losses
- Improved customer trust
- Stronger collaboration among commercial teams
Why It Matters
By shifting to transparent, data-driven deduction management, Mars safeguarded its current revenue and established a more resilient process for the future.
