How Campari Group Resolves Credit Blocks Faster with AI-Powered Collaboration.
Campari Group co-developed the Celonis Process Collaboration Agent with Rollio to automate the coordination behind credit block resolution — bringing the right people together, with the right context, directly in Microsoft Teams.
What changed
- Credit blocks resolved with fewer manual touchpoints
- Full process context surfaced automatically in Microsoft Teams
- All decisions recorded with reasoning — audit-ready
- Volume scalable without adding headcount
At a glance.
- Company
- Campari Group
- Industry
- Premium Spirits / Consumer Goods
- HQ
- Milan, Italy · Operations in 190+ countries
- Use Case
- Credit block resolution — Order-to-Cash
- Solution
- Celonis Process Collaboration Agent powered by Rollio, running in Microsoft Teams
- Status
- First customer to deploy the Process Collaboration Agent in production
A legendary Italian spirits company — global at scale.
Founded in 1860, Campari Group is one of the world's leading premium spirits companies. Its portfolio spans iconic brands sold in 190+ countries, supported by a complex global supply chain and order management operation.
- Global premium spirits company behind Aperol, Campari, Grand Marnier, Wild Turkey, SKYY, and Courvoisier
- Operations in 190+ countries with approximately 4,700 employees
- Annual revenues exceeding €3 billion
- Using Celonis across all markets since 2019 for end-to-end process visibility
- Committed to continuous innovation in process automation and AI
Credit blocks: a high-stakes, high-friction coordination problem.
Clearing a credit block sounds simple. In practice, it means pulling together multiple teams, finding scattered information across systems, making a fast but informed decision, and logging the outcome — all under time pressure, because every unresolved block risks delayed delivery and customer dissatisfaction.
Manual, multi-stakeholder coordination
Resolving a credit block required coordinating credit managers, customer service representatives, and key account managers across disconnected systems and communication channels.
Information scattered across systems
Relevant context — customer credit limits, outstanding AR, order value, delivery dates — lived in Celonis, SAP, and email threads. No single view existed for decision-makers.
No auditable decision trail
Decisions about whether to release or maintain a credit block were made informally, with no structured record of the reasoning or the parties involved.
Volume growing with the business
As Campari grows, the volume of credit blocks grows with it. A purely manual process cannot scale without adding headcount.
Celonis Process Collaboration Agent — powered by Rollio.
Campari co-designed the Process Collaboration Agent with Celonis and Rollio — becoming the first company to deploy it in production. The agent sits inside Microsoft Teams, monitors the Celonis data model for credit block exceptions, and runs the entire collaboration workflow autonomously.
Exception detected
When Celonis identifies a significant credit block in the Order-to-Cash process, the Rollio agent is triggered automatically — no human has to start the process.
Collaboration room created in Teams
The agent sets up a Microsoft Teams group chat with the right stakeholders — credit manager, customer service rep, key account manager — and shares the full process context in natural language.
Agent-guided decision
Stakeholders ask the agent questions directly in Teams. It pulls additional context from Celonis on demand — AR balances, payment history, credit limit status — and guides the group to a decision.
Decision recorded automatically
Once the credit block is released or maintained, the agent summarizes the conversation, records the decision and reasoning, and archives it for audit purposes — back in the underlying systems.
"The Process Collaboration Agent will let us be smarter and faster in managing process exceptions, enabling our people to quickly and consistently access information that they would otherwise have to search for across different systems in a complex, time-consuming manner."
"Every minute we free up for our Camparistas can be the key minute where they have the great idea that will help us to increase our value, to grow faster, or to delight our customers."
Smarter, faster, more scalable operations.
Faster resolution of credit blocks with fewer manual coordination steps
Stakeholders access full process context within Microsoft Teams — no system-switching required
Higher volume of credit blocks manageable as the business grows, without adding headcount
Every decision is documented with reasoning — full audit trail created automatically
Campari's people freed from time-consuming information gathering to focus on higher-value decisions
"The Process Collaboration Agent will not only speed up collaboration, but allow us to handle a higher volume of credit blocks as the company grows. When processes work, we can toast to life together."
— Laura Buseghin, Process Optimization & Automation Director, Campari Group
Built on Celonis. Deployed with Rollio.
Campari has used Celonis since 2019 to gain end-to-end visibility across its Order-to-Cash, Procurement, and other core processes. The Process Collaboration Agent is the next step: moving from visibility to autonomous execution — using Celonis process intelligence as the foundation for AI agents that act.
The agent was co-developed under the Celonis AgentC program, launched at Celosphere 2024, and represents a new class of enterprise AI: not a chatbot, not a dashboard — but an active participant in business operations.
Technology stack
- Celonis Process Intelligence — process monitoring and exception detection
- Rollio AI Agent — collaboration orchestration and guided decision-making
- Microsoft Teams — collaboration interface for all stakeholders
- SAP — underlying ERP system of record
- Celonis AgentC — partner ecosystem powering enterprise AI agents
Ready to resolve your process exceptions faster?
30 minutes, no obligation — let's scope the outcomes for your Order-to-Cash or Procurement operations.