SAP CX Value Stories - SAP Commerce Cloud

SAP Customer Experience

Success Stories

SAP Commerce Cloud

Reinvent, simplify, and strengthen

your e-commerce business

This flipbook contains one-page excerpts of

SAP Customer Experience success stories within

the SAP Commerce Cloud solution including

links to read the full stories and view videos online.

These stories highlight the financial and operational

benefits realized by customers going live with

SAP Customer Commerce Cloud and in some

cases, integrations with other SAP solutions.

These detailed stories are available via sap.com

and other social media websites online.

© 2022 SAP SE or an SAP affiliate company. All rights reserved.

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Building Products

Arauco

Eczacıbaşı Building Products

IM&C

AVL List

AZO

MHE-Demag

Wilson Tool

High Tech

Epson America

Insight Enterprises

Kodak

Maxim Integrated

SAP

Consumer Products

Aryzta

Asaleo Care

Brakes

Flexi

Freudenberg

Frucor Suntory

Hofmann Menü Manufaktur

Moen

Rheem Australia

Swinkels Family Brewery

South Shore

Automotive

Abdul Latif Jameel Motors

ElectraMeccanica Vehicles

Aerospace & Defense

Bell Textron

Healthcare

Device Technologies

Mindray

Agriculture

Dutch Flower Group

Financial Services

Swiss Life

Search SAP Commerce Cloud Stories by Industry

Use these two pages

to navigate to a specific

story within each listed

Industry

Oil & Gas

Astron Energy

Bharat Petroleum

Galp

Professional Services

Kantar

PwC

TA Digital

Mill Products

Gallagher Group

Maiburg

Mondi

Mosel Türen

Saint-Gobain

Stiegelmeyer


Automotive &

Construction Equipment

TATA Hitachi

Utilities

ALBA Management

Mercury

MVV Enamic

Wholesale Distribution

Arrow Electronics

DKSH

Powell Electronics

Sigma Healthcare

thyssenkrupp Materials Svcs

Topcon

Travel & Transportation

Cathay Pacific Airways

Changi Airport Group

İGA

Retail

Carrefour Belgium

Casey’s General Store

Chedraui

Elkjøp

The Entertainer

Maui Jim

Migros

Penti

Sansibar

Travel Retail Norway

Valora

Virgin Megastore Dubai

Yáneken

Telecommunications

Liberty Latin America

Tessco Technologies

VOO

Sports & Entertainment

DAIMANI

Koelnmesse

Life Sciences

Invacare

New England Biolabs

Nihon Kohden America

Top Glove

Williams Medical Supplies

Public Sector

Christchurch City Council


Analyst Ratings

B2B & B2C Commerce

Road Map & Release Highlights

Help & Support

Special links

6 © 2022 SAP SE or an SAP affiliate company. All rights reserved.

Business Challenges

• Lack of visibility to vehicle service status and lack of transparency in pricing mechanism

• No single view of the customer

• Decision are not data driven and data informed

• Scattered point to point integration and multiple custom interfaces

Customer Benefits

• Innovation in digital space to connect better with customers – Moving beyond obsolete way of work

in current changing times where digital platforms are the new normal post Covid-19 with Best in

Town customer experience

• Centralized data repository which can act as a single source for Analytics, AI/ML initiatives, reusable

APIs and foundation for connected cars initiative

• Improved customer retention– Build loyalty to ALJ brand by providing meaningful experience to the

customers resulting in increased customer retention

• Aid business to device data driven promotions and offers – with customer 360° view available,

business heads can design personalized & attractive campaigns/promotions to their customers

2.3 MillionB2C Customers

3000 OrdersFor services per day

$2.6M IncreaseIn annual revenue

From consumer grade mobile applications to

automation of business processes, real time data

integration to driving insights through advanced

analytics, we are in the process of deriving a

significant ROI through a continued investment

on the ALJ Digital Innovation Platform.

“Faisal Abdalla, Vice President

Abdul Latif Jameel Motors

Abdul Latif Jameel MotorsAutomotive | EMEA S

SAP Commerce Cloud |

SAP Customer Data Cloud | Qualtrics XM |

SAP S/4HANA | SAP Analytics Cloud |

SAP Cloud Platform

Access the Success Story

Access the Social Card

About the customer

Based on the unique and successful relationship

with Toyota Motor Company for more than

65 years, Abdul Latif Jameel Motors is one of

the leading entities in the automotive sector in

Saudi Arabia–successfully growing to become

one of the largest independent Toyota distributors

in the world.

https://www.sap.com/documents/2021/03/42c25d17-037e-0010-bca6-c68f7e60039b.html

https://d.dam.sap.com/a/pkTpGBq?rc=10

https://www.sap.com/assetdetail/2021/11/923e14dd-057e-0010-bca6-c68f7e60039b.html


Business Challenges

• Despite being one the world’s leading waste disposal and recycling companies, there was one

service that customers were missing: an online portal for placing orders

Customer Benefits

• Customers can easily order their containers online, reducing the number of inbound phone calls,

emails, and faxes

• Waste balances and invoice overviews are created as quickly as possible

• Customers maintain an overview of their orders and can view order status at any time

• Customer service staff now have more time to dedicate to customers

• SAP Commerce Cloud pulls all data from the ERP system, eliminating the requirement for

additional data administration

• Customers are pleased with the user-friendly platform

• Connection to the ERP system means incoming orders can be processed directly and

automatically by the route planning system

Real-timeOverview of orders and order status

EasyOnline ordering process for customers

ReductionNumber of inbound phone calls, emails, and faxes

FasterCreation of waste disposal balances and

invoice overviews

The new system enables our

customers to easily place orders

online. Processes are system-

supported and largely automated.

These are real benefits for us and

our customers.

Sascha Meissner

Head of Digital Customer Services

ALBA Management GmbH

ALBA ManagementUtilities | MEE

SAP Commerce Cloud


About the customer

The ALBA Group is one of the leading recycling

and environmental services companies as well

as raw material providers worldwide, employing

a staff of more than 8,000 employees.

https://www.sap.com/documents/2019/12/ac3d6e6f-797d-0010-87a3-c30de2ffd8ff.html



Business Challenges

• Provide access to order and delivery updates, without customers needing to contact

customer support

• Take advantage of a central foundation that supports economies of scale while enabling local

teams to implement their own strategies, which can vary in different countries of operation

Customer Benefits

• Created a strategic advantage with a new customer portal and website experience in North America

• Provided customers with 24x7 access to order and delivery information and successfully empowered

them to check their account statements and download order documents and invoices on demand

• Enabled customers to set up order alerts and view detailed dashboards and reports including

purchase history and open orders

• Resulted in 35% of all sold-to customers using the new portal as of October 2021, a percentage that

is rapidly increasing and approaching the year-end goal of 40%

• Received rave reviews from customers, with 61% of customers ranking Arauco’s new portal as

superior to other business-to-business portals

• Replicating North America success in Latin America markets by developing similar sites

86% SatisfactionCustomer rating in response to the new

North American website and portal

208% CustomersGrowth In registered users actively using the portal

in North America after the first 16 months

+35% UsersOf sold-to customers using the new

SAP Commerce Cloud portal

We had to act fast on customer feedback about

our Website. Customers around the world told

us they needed greater visibility into order and

delivery information. SAP Commerce Cloud

provided us with the tools to create a portal that

has exceeded our customers’ expectations again

and again.

Diego Tuleski, Director of IT

Arauco North America Inc.

AraucoBuilding Products | NA

SAP Commerce Cloud | SAP S/4HANA

About the customer

Arauco operates worldwide and Arauco North

America Inc. is the Western Hemisphere’s leader

in forest products, including composite panels,

plywood, moldings, lumber, and wood pulp.

Arauco operates worldwide, and Arauco North

America Inc. is the Western Hemisphere’s leader.


“

https://www.sap.com/assetdetail/2021/11/62e78879-037e-0010-bca6-c68f7e60039b.html


https://www.sap.com/documents/2022/01/d6ad8ebc-117e-0010-bca6-c68f7e60039b.html


Business Challenges

• Expand and scale the existing on-premise license count, limited to two regions, to Europe, Southeast

Asia, and the United States with a cloud solution

• Streamline and personalize the customer experience to avoid confusion across the different websites

• Simplify the login experience across all websites

Customer Benefits

• SAP Commerce Cloud solution, which offers real-time personalization, increased testing for

web page performance comparisons, and opportunities for customers to up-sell as well as cross-sell

• SAP Cloud Management toolset to build and deploy the cloud system, and SAP Audit Log

Management service to triage issues

• Numerous data feeds that support volume, for example, a pricing catalog with 10 million items

• Extensive features with microservices and the ability to incorporate additional cloud solutions

33% SuccessfulCustomers are able to find the company through

organic website searches

~35 Data FeedsConnect into SAP Commerce Cloud which supports

massive volume

10 MillionItems in the pricing catalog

As we implement the solutions, we’re looking forward to being

able to deliver a unique, unified customer experience that

SAP Commerce Cloud affords us. We’ll be able to know our

customers better and view them from multiple perspectives.

Afroze Ahamad Madhar Sahib

Development Manager, Commerce

Arrow Electronics Inc

Arrow Electronics Wholesale Distribution | NA


SAP Cloud Platform Audit Log Management


About the customer

Arrow Electronics Inc. aggregates electronic

components and enterprise computing solutions

for more than 175,000 industrial and commercial

customers and suppliers. With a worldwide

network of 336 locations, they are a global

provider of products, service, and solutions.

https://www.sap.com/documents/2021/05/a0814697-e17d-0010-bca6-c68f7e60039b.html

https://www.sap.com/documents/2021/05/a0814697-e17d-0010-bca6-c68f7e60039b.html


Business Challenges

• Establish a robust e-commerce infrastructure that can support ongoing growth in online sales

• Keep pace with fast-changing markets by enabling regular updates to the online store

• Improve access to the latest capabilities by simplifying upgrades to the e-commerce solution

Customer Benefits

• Enabled constant updates to the online store to incorporate the latest e-commerce innovations,

making the purchasing process smoother and improving the customer experience

• Removed reliance on external partner to execute changes to the store

• Reduced time spent on online store maintenance, lowering the cost of ownership

6 WeeksTo migrate to SAP Commerce Cloud on the public

cloud infrastructure

90% FasterTo deploy new functionality for the online store

Lower TCOReduced time spent on online store maintenance

Riccardo Zisa, Digital Lead

ARYZTA Food Solutions Ireland

AryztaConsumer Products | EMEA N

SAP Commerce Cloud


About the customer

ARYZTA offers a wide variety of bakery products

as well as in-store bakery solutions and services,

supplying businesses ranging from coffee shops

to international restaurant chains.

SAP Commerce Cloud provides a

firm foundation for our online store,

enabling us to grow the business

and reach new markets.


https://www.sap.com/documents/2021/10/e2102c94-007e-0010-bca6-c68f7e60039b.html




Business Challenges

• Asaleo Care looked to transform its digital landscape and deliver a superior customer experience to

its customers and distributors.

• Customers had struggled with price support, rebates, product-delivery information, and

communication consistency from team members. They needed to digitalize the customer experience

and data-enabled services supported by a seamless and robust backend system.

• While the organization had a full suite of SAP solutions including SAP CRM, SAP ECC, SAP BW, and

SAP PI – it had not placed enough focus on the customer experience as it was still relying on

inconsistent order confirmations, manual invoicing, and a need to be more consumer-centric through

visibility and accessibility.

Customer Benefits

• The new SAP CX solution is aligned with Asaleo Care’s strategic long term digitalization plan, as it

aims to migrate to SAP S/4HANA in the future.

• Customers have already responded well to demonstrations so far with over 200 registered for the

new platform.

• The roadmap also includes the re-build of Asaleo Care’s healthcare platform on the new SAP CX

solution, as well as implementing SAP Commerce Cloud for their retail brands, making it a truly

‘business-to-everyone” transformation incorporating B2B, B2B2C and B2C.

-30% DecreaseIn manual orders emailed to customer service

+0.5% IncreaseIn overall revenue

360˚ ViewEnhanced customer service, an intuitive user experience

to support customer loyalty and engagement

Offering real-time data

and complete transparency

to our customers.

“General Manager IT

Essity

Asaleo CareConsumer Products | APJ

SAP Commerce Cloud | SAP CPQ


About the customer

Asaleo Care manufactures and distributes

personal-care and tissue products in Australia

and New Zealand across two segments: retail

and B2B.

https://www.sap.com/idea-place/best-run-awards-anz/entries/2021-award/submission-details.html?idea_id=2629

https://news.sap.com/australia/2021/09/21/offering-real-time-data-and-complete-transparency-to-customers-asaleo-care/


Business Challenges

• Astron has a tight timeline to implement 3 business critical systems AND have them

tightly integrated.

• Systems needed to cater to the unique needs within their industry and geography.

• Ideally, they did not want to simply put a band-aid over an issue, they wanted to implement

something that would last.

Customer Benefits

• The outcome of the project is a fully standalone company running their new business on their

own platform. This was all achieved in 11 months! They are geared for the future to enable their

vision of being a leading energy company where innovation is a core company value, growing

market share and shareholder value.

It is not only SAP, but it came with multiple

other applications, plus a new commerce

application. Unheard of doing all of this in

11 months. You have set a new standard

for these kind of projects in the industry,

Johan Marais

Manager, Customer Service Center

Astron Energy

Astron EnergyOil & Gas | EMEA S


About the customer

Astron Energy, a Glencore Group company, is

one of the leading suppliers of petroleum

products in South Africa and Botswana through

its vast network of more than 850 Caltex-

branded service stations. Astron Energy owns

and operates the country’s third-largest crude oil

refinery, with a capacity of 100,000 barrels a day.

and you should be very proud of what

you have done together as a Leadership

Team for the project. I, for one, am very

proud to have worked with you on this,

supporting you in your vision.

Take a moment… #youarelegends

44% More UsersFrom previous system

34% FasterTime required to place an online order

-33% Less TimeRequired to create a new account

11 MonthsThe project is a fully standalone company

running a new business on a new platform


https://www.sap.com/bin/sapdxc/inm/attachment.7912/pitch-deck.pdf



Business Challenges

• Make it easier for customers to identify the spare parts they need

• Optimize the performance of the online shop

• Improve productive efficiency of test beds for customer

Customer Benefits

• SAP Commerce Cloud is fully integrated with the existing ERP system - there is no need to maintain

separate price lists

• Logistical processes were greatly automated and accelerated: if a customer orders by 3 p.m., spare

parts on stock are shipped the very same day

• Customer-specific price agreements are automatically displayed in the online shop through the

ERP system

• Customer tailored privileges and roles (unique to each customer company) allow only authorized

employees to complete orders. For instance, technical supervisors may place product in the shopping

cart, but only the buyer can approve the purchase

• Other services, such as training, are also offered in the online shop

15,000 UsersRegistered

10x PerformanceOf the shop compared to the old system

Delivery Same DayIf a customer orders by 3 p.m., spare parts

in stock are shipped the very same day

Our online store is more than just

a sales portal for our customers;

it is a critical information source for

all our employees across the globe.

Thomas Huettner

Global Portfolio Manager Part Mgmt. Solutions

AVL Global Customer Services

AVL ListIM&C | MEE

SAP Commerce Cloud


About the customer

AVL List GmbH is the world’s largest independent

company for the development, simulation and

testing in the area of mobility; development,

simulation, and testing of drive systems in the

automotive industry. AVL offers more than

9,000 spare parts from 400 manufacturers, which

can be ordered via a modern online shop.

https://www.sap.com/documents/2021/12/faa52a1d-0d7e-0010-bca6-c68f7e60039b.html


Business Challenges

• The company needed to transform their systems to stay competitive. One of their problems was that

there was no central portal to make it easy to do business online. The idea behind my “MyAZO Plus”

was that the customer could access the relevant digital services via self-service portal.

Customer Benefits

• Thanks to the integration to their ERP systems, AZO now has wide variety of information records.

They have the relevant material master data, as well as the accounts receivable master data. Additional

components include, for example, the upload or download of product data sheets, the project journal,

virtual reality, planning in a 3D scanned world. And it’s very important that it’s a central platform. AZO

doesn’t have to give the customer 5 access data log-ins to access data. That’s a huge added value for

the future, and a solid basis on which AZO can build.

“MyAZO” provides a comprehensive

set of digital services to support our

customers during the sales and planning

phase as well as in services issues.

Thomas Steinbach, CIO

AZO GmbH & Co. KG

AZOIM&C | MEE

SAP Commerce Cloud

About the customer

AZO started its business with their first product,

the screening machine. Now, AZO is one of

the leading raw materials and logistics companies

for the food industry, as well as the plastics

processing and chemical industries.

1 Central Platform”My AZO Plus”. Portal doesn’t require multiple

log in’s to gain access to company data

Integrated SystemERP to SAP Commerce Cloud for real-time data

on any device



https://www.youtube.com/watch?v=qmkSMKaGS_U

https://www.youtube.com/watch?v=qmkSMKaGS_U


Business Challenges

• Provide a single point of customer access to comprehensive fleet management services, from

training to support and spare parts

• Replace multiple customer touch points with a single, modern, and digital experience

• Eliminate data silos to achieve a 360-degree view of all customer interactions

Customer Benefits

• Enhanced customer experience, with single-sign-on functionality and self-service capabilities

providing quick and easy access to a wide range of services in one location

• Creation of new revenue streams by transitioning to a subscription model for sales of technical

maintenance manuals

• Automation of warranty creation on aircraft sales, reducing the process from weeks to days

• Ability to get a full picture of customer engagements, increasing the understanding of customer needs

• Simplified IT architecture, streamlining maintenance processes and reducing IT costs

600,000 SKUsSuccessfully migrated to SAP Commerce Cloud

12 MonthsSmooth deployment with simplified architecture

New Revenue StreamsBy transitioning to a subscription model for sales

of technical maintenance manuals

By bringing multiple customer touch points onto a single platform based

on SAP Customer Experience solutions, we can better understand overall

requirements while making it easier for customers to do business with us.

Sobha Mulukutla

IT Director and Business Partner

Bell Textron Inc.

Bell TextronAerospace and Defense | NA


SAP Service Cloud |

SAP Marketing Cloud



About the customer

Bell Textron Inc. is a US based helicopter

manufacturer, reimagining flight since 1935.

https://www.sap.com/documents/2021/07/46ab1b4a-ee7d-0010-bca6-c68f7e60039b.html

https://d.dam.sap.com/a/oJCFiZM


Business Challenges

• BPCL was facing challenges in providing a delightful customer experience for their customers

and channel partners.

• BPCL relied on multiple homegrown systems to serve customers. As a result, each business

unit communicated with customers in silos, fracturing the customer experience.

• Customers had raised issues around limited functionalities and extremely cumbersome

manual processes.

• Channel partners had no digital intervention.

• There were multiple loyalty programs across businesses with minimal or no personalization.

Customer Benefits

• A BPCL customer will be able to access BPCLs offerings across personal and business needs

at a single place. Customers no longer see BPCL as multiple business units, but as one entity,

offering them a consistently great experience.

• Customers are enabled as they are able to self service across multiple requirements in a

seamless way from enrollment to ordering to payments.

• The mobile app developed for LPG end customers received consistent good feedback with an

average rating of +4 stars.

32 MillionOnline bookings since inception

2X Digital PaymentsIncrease since the new app in comparison to

the previous one

20% IncreaseIn App ratings

The key deliverable under this project is to

integrate all customer facing activities of BPCL

through SAP Commerce Cloud as the central

unified platform which will be used to deliver a

single view of BPCL and one-stop solution

“Rahul Tandon

Head Digital Transformation

CompBharat Petroleum Corporation Limited

Bharat PetroleumOil & Gas | APJ

SAP Commerce Cloud


About the customer

Bharat Petroleum Corporation Limited (BPCL)

is a Fortune 500 oil refining, exploration,

and marketing PSU, operating two of India's

largest refineries.

for all kinds of BPCL customers and at the same

time deliver exception customer convenience and

personalization to customers consistently.

https://www.sap.com/idea-place/sap-innovation-awards/submission-details-2022.html?idea_id=2961


Business Challenges

• In the light of COVID-19, as Food supply chains were strained, Brakes decided to directly sell

products to customers using a new B2C channel.

Customer Benefits

• Brakes has world-class delivery systems which it used to create a direct-to-consumer site in just

7 days by putting customers first. Families shop for groceries safely from home. Hospitals and

healthcare facilities continue to be served while >1.5 million care packages have been distributed

to the most vulnerable. Overall, they made more than 6,000 groceries accessible to 6.8 million

households in the UK.

In 7 DaysDirect-to-consumer site for online food order created

due to COVID-19

>1.5 Million Care packages distributed to most vulnerable people

(>200,000 each week)

>6000 Products Accessible to 6.8 million households in the UK using

the CX product catalogue

Just as the UK went into lockdown, our

normal kind of business and customers

just stopped. We had to think about how

we could find a different route to market

to bridge that gap and get produce to

those that desperately needed it.

We had a really good understanding of

SAP Commerce Cloud and, working

with our partners, we were effectively

able to leverage the existing business

website and then push out a new

website to the consumer marketplace.

We didn’t have all the answers, but as

you share the problem together you

can find the solution.

Justin Mills

Head of Digital Products

Brakes

BrakesConsumer Products | EMEA N

SAP Commerce Cloud


Access the Press Release

About the customer

Brakes is a B2B food delivery service and

a leading supplier to the food service sector

in the UK.

https://www.sap.com/assetdetail/2020/06/4a34199d-9d7d-0010-87a3-c30de2ffd8ff.html

https://news.sap.com/uk/2020/07/sap-commerce-cloud-helps-brakes-deliver-on-promise-to-feed-the-nation/

https://www.sap.com/assetdetail/2020/06/4a34199d-9d7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Integrate multiple, diverse customer-facing websites and mobile apps in one consistent

e-commerce experience

• Allow customers to purchase items using mobile devices as well as through the website

• Replace a custom-made, hosted customer login system with a reliable, cloud-based solution

Customer Benefits

• Enhanced experience in an e-commerce platform that lets customers purchase items for delivery or

in-store pickup with one checkout for both grocery items and the “Simply You Box” meal-box offering

• More-efficient shopping with better product filtering, thanks to integrated product information

management, as well as assortments tailored by store

• Higher customer conversion rate, more online transactions, and increased website traffic

• A more stable IT environment within a streamlined e-commerce ecosystem

1 ConsistentUser-friendly website replacing different platforms

and technologies

<1 YearTo implement SAP Commerce Cloud with Accenture

+30,000 ItemsSelections available in a fast and enjoyable

digital experience

Carrefour continues its IT transformation toward cloud-based solutions and

the migration of various technologies into “One Carrefour.” The fundamentals

are now in place for a future-proofed ecosystem using SAP solutions.

“Clément Pecheur

IT E-commerce Team Leader

Carrefour Belgium NV

Carrefour BelgiumRetail | EMEA N


SAP Customer Data Cloud


About the customer

Carrefour is a multinational retailer headquartered

in France. It is the largest hypermarket chain in

the world and is the 4th largest in the world. The

major countries of its operation are Europe, Brazil,

China, UAE, Saudi Arabia, and Qatar.

The company started its operations in 1958 on the

first day of the year.

https://www.sap.com/about/customer-stories/carrefour-belgium.html

Read the Study

This is what analysts say about

SAP Commerce Cloud solutions

Gartner once again names SAP a Leader in

digital commerce solutions

For the eighth time in a row, SAP has been recognized as a

Leader in the 2022 Gartner® Magic Quadrant™ for Digital

Commerce,

Forrester: Total Economic Impact of

SAP solutions

Check out Forrester’s TEI report to understand the potential

return on investment when deploying SAP Commerce Cloud

and SAP Customer Data Cloud solutions.

Read the Study


https://www.sap.com/documents/2020/11/009107fa-bc7d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/cmp/cx/gartner-magic-quadrant-e-commerce/index.html


Business Challenges

• Boost e-commerce capabilities and create a mobile food ordering app, replacing legacy software

• Increase customer retention and brand loyalty by providing a transparent, fluid, and secure

digital experience

• Enable flexibility to respond faster to market changes

Customer Benefits

Using the SAP Commerce Cloud and SAP Customer Data Cloud solution helped Casey’s to increase

the average order value per customer during COVID-19 pandemic due to highly personalized offers.

The mobile app for online orders was downloaded 3 million times which resulted in 65% of digital

revenue generated from the mobile app within 5 months.

• Enhanced experience for customers ordering and paying online

• Gained a better understanding of customers, serving them better with highly targeted promotions

• Enabled cross-sell capability across web, mobile app, and phone order management systems –

increasing average order value

Increased OrdersAverage order value during COVID-19 pandemic

due to high personalization

3M DownloadsMobile app downloads for online orders

+65% RevenueIncreased digital revenue generated from mobile

app within 5 months

Collaboration was critical to making this project

a success. We were able to leverage our

partners’ unique expertise to create a modern

e-commerce platform that makes customer

experience our competitive advantage.

Art Sebastian

VP Digital Experience

Casey’s General Stores Inc.

Casey’s General Store Retail | NA




Access the Video

About the customer

Among the leading convenience store and fuel

retailers in the United States, Casey's General

Stores Inc. (Casey’s) has a presence in 2,123

locations in 16 states. Organized as self-service

gas stations attached to convenience stores,

Casey’s offers prepared foods such as pizza

and sandwiches as well as grocery items.

https://www.sap.com/documents/2020/06/ecc3f075-9d7d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2020/08/be453d28-aa7d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2020/08/be453d28-aa7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Cathay offers a loyalty program and needed a digital solution for their members to use online.

Many members appreciate using their miles for products, donate to charity, or buy gift cards

so they can buy groceries.

Customer Benefits

• Faster time to market – using SAP Commerce Cloud, they are able to deliver products and

services faster

• Power of Choice – They can offer their customers a wide range of products and services to

spend their loyalty points on

• 800 Partners – offering thousands of products and services through a healthy network of partners

• Combine Payment Types – Our members can combine points with cash to buy more

• 12 Million Loyalty Members – Deliver a personalized shopping experience and able to cater

to everyone

800 PartnersOffering thousands of products and services

Combined Payment

Types Members are able to combine loyalty points with cash

to buy more

12M MembersSAP Commerce Cloud gives the ability to deliver a

personalized shopping experience that caters to everyone

A digital world has become the world

we live in. We were fortunate to put in

SAP Commerce Cloud platform last

year (before the pandemic), but that’s

just the start; the start of the journey,

not the end. We are in a constant

process of evolving digital technologies,

helping our customers spend their digital

loyalty points that are relevant and

always getting better. That’s the key.

Paul Smitton, CEO

Asia Miles Limited

Cathay Pacific Airways Travel and Transportation | APJ

SAP Commerce Cloud


About the customer

Hong Kong's leading airline, Cathay Pacific

Airways flies passengers and cargo to more

than 200 destinations, including some served

by code-sharing partners. They also have a loyalty

program that is very popular and offers products

from over 800 partners.

“

https://www.sap.com/assetdetail/2021/01/da62671f-c87d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2021/01/da62671f-c87d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• The technology at the time limited CAG’s value proposition to retailers and consumers

• Immature Commerce and Order Management System inhibited merchant and product range

expansion and roll-out of new business initiatives

• Platform was not scalable to enable ISC’s growth ambition

• Lack of suite of APIs to enable easy integration with other products/platforms

• Limited marketplace capabilities to scale tenants and product range

Customer Benefits

• 150% increase in transaction volume for both peak and average periods and double the site traffic

capacity and throughput

• Achieved expansion of customer base by more than 70,000 – scalable to support growing customer

base, both travelers and non-travelers, for cross border trade

• Merchants and CAG users are able to have ease of access to the various platforms via SAP SSO

• More robust security and controls

5x ExpansionOf airport merchants

+3x SKUsIn merchandise SKUs with strong PIM

product management

>70,000 GrowthOf customer base, both travelers and non-travelers

+150% IncreaseIn transaction volume for both peak and average periods

We launched our new platform in the

middle of 2020. This has enabled us to

pivot and scale the business beyond

pre-COVID levels, serving our customers

amidst the pandemic.

“Teo, Chew Hoon

Group Senior Vice President

Airside Concessions

Changi Airport GroupTravel & Transportation | APJ

SAP Commerce Cloud


About the customer

Changi Airport Group (CAG) is the manager of

Singapore Changi Airport, a leading air hub in Asia

and one of the world’s most awarded airports.

https://www.sap.com/bin/sapdxc/inm/attachment.11444/The%20Disruptor%20-%20SG%20-%20iShopChangi.pdf


Business Challenges

• At Chedraui, they were striving to be an omni-channel company that provides services for all

their clients. They didn't have a flexible and robust e-commerce platform that allowed them to

offer their clients all the different functional recent services that they have at their stores.

Customer Benefits

• SAP Commerce Cloud allowed Chedraui to increase their electronic commerce sales. In 2018,

they achieved 0.81 percent of the total sales in the company via digital media.

• In 2019, they have achieved 1.3% of the total sales and hope to achieve the 3% in the next

two years.

• One of the most important sales spirits in Mexico is the one field where during the five days of

sales they achieved an increase above 18 percent compared to last year.

• Thanks to the support of SAP services experts, they achieved sales and transactions above

from what the industry had.

18% IncreaseIn the first year after going live

+0.81% Digital SalesTotal increase via online media

+3% GrowthIncrease in total sales

We found in SAP Commerce as the solution.

This product allowed us to work on an omni-

channel scheme and offer our clients different

functionalities. With this solution, we offer our

clients an electronic commerce option providing

services, offering promotions, products and

delivering our products straight to their homes

with the best price possible.

Pilar Rojas, Director CIO

Chedraui

ChedrauiRetail | LA


SAP Marketing Cloud |

SAP S/4HANA

Access the Video

About the customer

Chedraui is one of Mexico’s leading retailers,

selling groceries, apparel, and appliances in

more than 200 locations.

https://www.youtube.com/watch?v=uPr3AeBjcEc

https://www.youtube.com/watch?v=uPr3AeBjcEc


Business Challenges

• Receiving requests, issuing work orders, dispatching field-service teams, and providing feedback

to citizens proved to be a complex, manual process.

• The council saw the opportunity to use a cutting-edge CRM solution in the cloud to provide a

tailored, omnichannel experience for its 380,200 citizens.

Customer Benefits

• Introduce a digital interface allowing citizens to easily and quickly engage with the council

• Manage citizen requests across a range of issues, including road repairs, graffiti removal, and

animal management

• Allow citizens to pay for or log requests for services using a website or mobile application

• Empower citizens to use the camera on their mobile device to capture images of issues such

as potholes or graffiti and pinpoint them on the Council’s Geographical Information System

• Streamline inbound requests and work orders, allowing customer service representatives to

identify duplication of reports

• Visualize geographical trends in service requests, enabling a focus on reducing service requests

in specific areas and allowing elected council members to better understand constituent needs

-50% DuplicationsReduction In duplication of inbound requests

and work orders

+46 ServicesPublic municipal services delivered in the cloud

With the deployment of SAP Customer Experience

solutions, we’ve developed a digital interface for

citizen interactions with the council, enhancing

citizen engagement and improving services.“Dana Burnett

My Council Program Manager

Christchurch City Council

Christchurch City Council Public Sector | APJ


SAP Service Cloud


About the customer

The Christchurch City Council is the local

government authority for Christchurch in New

Zealand. It is a territorial authority elected

to represent the 380,200 people of Christchurch

providing services, news and events for residents,

businesses and visitors to the city of Christchurch

and Banks Peninsula.

https://www.sap.com/documents/2019/08/1a997756-607d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• In order to provide the full VIP treatment, the company offers a diverse range of personalized

services in a real-time purchasing marketplace.

• The multinational company decided to centralize and structure the fragmented offering of VIP

Hospitality in one place with the latest cloud technology.

• Additionally, it wanted to provide around-the-clock services to its customers throughout the

world, as well as making steps toward becoming paperless.

Customer Benefits

• Consolidate all events and offers on a single platform

• Enable real-time purchasing for all major VIP hospitality experiences

• Bring VIP hospitality providers and customers together in a centralized marketplace

• Support 30 different payment methods and 70 different currencies, while handling

customer data securely

• Boost customer satisfaction with personalized offers

• Ensure security and convenience for customers when making orders and offer customers

flexibility to make changes to their orders

30 Payment MethodsDifferent payment methods accepted

70 CurrenciesDifferent currencies enabled

Centralized MarketplaceBring VIP hospitality providers and customers together

Working with SAP Innovative Business

Solutions and SAP Digital Business

Services enables us to combine our

vision for DAIMANI with the latest

customer experience technology.

“Max Müller, CEO

DAIMANI AG

DAIMANISports and Entertainment | MEE



SAP Sales Cloud |

SAP Customer Data Cloud |

SAP S/4HANA Cloud


Access the 2nd Success Story

About the customer

DAIMANI is the world’s first marketplace

for all major VIP hospitality experiences.

https://www.sap.com/documents/2019/10/80dbc724-6c7d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/documents/2021/08/7e3ae326-f17d-0010-bca6-c68f7e60039b.html

https://www.sap.com/germany/assetdetail/2022/03/0078115f-207e-0010-bca6-c68f7e60039b.html


Business Challenges

• Reliance on inefficient, manual processes to manage customer bookings for orthopedic loan kits

resulting in data entry errors, poor monitoring and risk mitigations

• Recognized the need to automate key sales processes, streamline booking procedures and control

rapid growth to ensure hospitals are delivered what is required to achieve the best patient outcomes

Customer Benefits

• Improved booking efficiency by over 50% through streamlined booking procedures and removed

unneeded inefficiencies from the booking procedure to save more than 50,000 administrative

hours yearly

• 95% reduction in Booking Errors and 9% reduction in same day freight due to increased ability to

plan and control the consignment process

• Removed thousands of duplicated bookings from the system to deliver a logistics capability which

allowed customers to return ‘used’ kits for replenishment and redistribution

-95% ErrorsReduction in booking errors resulting in significant

time savings

50,000 HoursSaved in administrative time in one year

9% ReductionIn same day freight due to increased planning

and control the consignment process

1000s RemovedDuplicate bookings taken out of the system allowing the

return of ‘used’ kits for replenishment and redistribution

We were able to use the

SAP Commerce solution to build

a customer- and employee-friendly

solution that could remove risk,

eliminate repetitive processes

and give both staff and customers

time back in their day.

Michelle Stewart

General Manager – Marketing and Digital

Device Technologies

Device Technologies Healthcare | APJ


SAP Service Cloud


About the customer

For over 28 years, Device Technologies has

successfully improved patients’ lives by supplying

leading-edge medical technology and services

to Healthcare Institutions and skilled medical

professionals across Australia and New Zealand.

https://www.sap.com/documents/2020/11/7040b2b8-bb7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Fast growing of middle-class population in Asia for online shopping

• Accelerate market expansion to increase online market shares serving B2B and B2C clients

• Providing a unified digital services and experience to new and existing clients

Customer Benefits

• Configurable digital online presence for DKSH and clients

• Automate order processing and shorten fulfillment timeline

• Improve operational stability and efficiency: reduce error rates

• Promote online self-service channels to onboard new clients seamlessly

• Gain greater customer insights via online channels

• Integrate online and offline customer touchpoints through omnichannel solution

90 DaysTo set up the Omnichannel Cloud Platform including

migration to CCV2

2 MonthsRollout for new market expansion opportunities for

B2C in Asia and Europe

18 MarketsAcross four Business Units addressed in two years

With SAP Commerce Cloud, DKSH

is leveraging a ready-to-use and

easily extensible omnichannel

B2C and B2B solution that digitizes

operations and allows us to respond

rapidly to evolving client trends.

Michael Hutab, Group CIO

DKSH Corporate Shared

Services Center Sdn Bhd

DKSHWholesale Distribution | APJ

SAP Commerce Cloud | SAP ERP


Access the Video

Access the Additional Video

About the customer

DKSH, also known as DiethelmKellerSiberHegner,

is a Swiss holding company specializing in market

expansion services, e.g., outsourcing. Although

its headquarters is in Zurich (Switzerland), DKSH

is deeply rooted in communities all across the

Asia Pacific region.

“

https://www.sap.com/documents/2020/06/021edf2b-a27d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2020/08/c28b8c3a-ae7d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/sea/assetdetail/2020/08/3c588c3a-ae7d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/sea/assetdetail/2020/08/34748c3a-ae7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• The challenge was that they have different products and different prices every day because of the

auction dynamics. When it came to digitalization, they wanted to speed up a couple of things.

Customer Benefits

• The shift from a lot-oriented to a product-oriented web shop. That is a huge difference for customers –

not only in searching but also in placing orders with them. It made the search and the order process

for customers a lot easier.

• Chance to cross- and up-sell – they got rid of a lot of complicated processes that now go automatically.

• Marketing colleagues can place content and put a grower into the spotlight – i.e., the way they can

present their products has improved tremendously.

• Received positive feedback from customers and employees.

100% OnlineAuctions moved from lot- to product-oriented web shop

AutomatedProcesses facilitating cross- and upsell opportunities

Real-timeDaily pricing of thousands of different products with

complex auction dynamics

By introducing Commerce Cloud,

we have changed the digital core

and can do some real e-business

with our customers now.

Michael Van Hout

Chief Information Officer

Dutch Flower Group

Dutch Flower Group Agriculture | EMEA N

SAP Commerce Cloud


About the customer

Dutch Flower Group is the largest exporter of

flowers and plants in the world. The Company

offers cut flowers, mixed bouquets, and plants

to supermarkets, home improvement stores,

garden centers, discounters, patrol stations,

and chains and wholesalers.

https://www.sap.com/assetdetail/2020/09/28259325-b37d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2020/09/28259325-b37d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• To support its international growth, the company set out to deploy next-generation ERP and CRM

software and integrate it with other key solutions in the cloud. With the implementation spanning five

companies, five production areas, four countries, and four languages, Eczacıbaşı Building Products

turned to the experts to help the project run successfully and maintain business continuity.

Customer Benefits

• With the integrated platforms, Eczacıbaşı Building Products Vitramax Bath Group has achieved

the excellent operation in both multi-location/ multi-channel.

• As a result, the group has improved operation efficiency and business insight of decision-making

capabilities, accelerated the expansion of business scale and new business of the group.

• Improved the customer experience with Cloud applications.

• Process efficiencies with automation of manual transaction updates.

• With eliminating manual operations, increasing efficiency in every business unit.

-75% ReturnsReduction in merchandise returns due to customer

complaints, thanks to SAP Service Cloud

Smooth Go-LiveTo deploy next-generation ERP and CRM software

and integrate it with other key solutions in the cloud

Project SuccessfulTurned to SAP to maintain business continuity

Guidance from experts in SAP Enterprise

Support and SAP Early Adopter Care helped

ensure our implementation of SAP S/4HANA

and SAP Customer Experience solutions

progressed smoothly and completed within

13 months as planned, with minimal business

disruption. Enablement sessions also helped

upskill our team, giving us fresh insight.

“Alp Güldür, IT Director

Eczacıbaşı Building Products Division

Eczacıbaşı Group

Eczacıbaşı Building ProductsBuilding Products | EMEA S



SAP Sales Cloud |

SAP Service Cloud |

SAP FSM | SAP S/4HANA


Access the Innovation Award

About the customer

Eczacıbaşı Building Products, part of Eczacıbaşı

Group, is gaining prominence in global design

markets, with brands including VitrA and Burgbad,

while maintaining its leadership in Turkey’s

ceramic sanitary ware and faucet markets.

https://www.sap.com/documents/2021/08/246a2682-f57d-0010-bca6-c68f7e60039b.html

https://dam.sap.com/mac/app/p/pdf/asset/preview/pDp4zHJ?ltr=a

https://www.sap.com/assetdetail/2021/04/044c10c7-dc7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Urgent need for supporting technology to accommodate rapid growth ambitions as an electric

vehicle OEM

• Disparate enterprise architecture with minimal integration and non-standardized business processes

• Complex intercompany processes for accounting treatment of vehicles transported overseas

• Strict legal and compliance requirements for extensive traceability of vehicle history, including

service, maintenance, and components

• Product visibility throughout the procurement and logistics process

Customer Benefits

• ElectraMeccanica opted for an innovative digital-first approach using a suite of SAP products,

including SAP S/4HANA as its core ERP system and Commerce Cloud as its platform for customer

and order intake. Leveraging SAP’s RISE business-transformation-as-a-service, ElectraMeccanica

completed its initial digitization journey within 8 short months. They now have a successful

deployment of their new digital core for finance, supply chain, sales, distribution and service

operations.

4x Quarter CloseFaster quarter end for first SAP-enabled close cycle

1st Car SoldElectraMeccanica’s first SOLO electric vehicle ever

sold enabled by SAP systems

8 MonthsCompleted the initial digitization journey

SAP S/4HANA Cloud is the technology foundation

that will enable us to manage rapid growth for years

to come, enabling an unparalleled level of insight into

our vehicle assembly operations. The implementation

of this comprehensive system will best position

ElectraMeccanica to scale operations, future-proof

our business and obtain critical feedback to empower

more informed operational decisions.

“Kevin Pavlov, CEO

ElectraMeccanica

ElectraMeccanica VehiclesAutomotive | NA

SAP Commerce Cloud | SAP S/4HANA |

RISE with SAP for Industries


About the customer

ElectraMeccanica Vehicles Corp. is a Canadian

designer and manufacturer of environmentally

efficient electric vehicles (EV).



Business Challenges

• There was no mobility supported in the legacy retail systems. To provide some services and

close sales, store representatives often had to leave the customer, go to a desk-top computer,

and then return.

• The customer experience was bifurcated across online and store channels. Customers in the

store could not be tracked or serviced online when they left the store. Customer experience

data either did not exist or was siloed across multiple systems.

Customer Benefits

• 110 out of 460 stores have been implemented

• 500 interfaces adjusted, replaced, and/or re-connected

• Event-driven, micro-services based, high-volume architecture

• 100% uptime for retail with failover backup system for front end data

• Real-time sales reporting to SAP ECC system with custom add-ons from ASAPIO/Kafka

with 30K events per second

• 4500 employees have been trained on the new systems so far using a E-learning platform

24% Stores Implemented110 of 460 stores implemented to date (April 2021) with

improved sales, productivity, and cycle times

500 InterfacesWere either replaced, updated, and/or re-connected

4500 Employees TrainedSo far in the stores that have been implemented

Building our Next Generation Retail (NGR)

program based on the core SAP product

suites gives us a sustainable foundation

for flexibility & rapid innovation in a highly

competitive market.

“Bjørn Dalen

Program Director NGR

Elkjøp Nordic AS

ElkjøpRetail | EMEA N


SAP Marketing Cloud

SAP Service Cloud |

SAP Sales Cloud | SAP ECC

SAP Customer Activity Repository (CAR)


Access the Video

About the customer

Elkjøp Nordic is the leading consumer electronics

retailer in the Nordics. The company sells

consumer electronics, mobile phones, computers,

white goods, domestic appliances, kitchen goods,

and services related to these products both

directly to consumers and to businesses.

https://www.sap.com/documents/2021/04/989e5d17-037e-0010-bca6-c68f7e60039b.html

https://www.youtube.com/watch?v=qdl3TqxPOjA

https://www.youtube.com/watch?v=qdl3TqxPOjA


Business Challenges

• At the Entertainer, their vision is to be the best-loved toy store one child at a time. To do that they

really need to understand their customers. They want parents to feel this is a place that children can

run around, get their hands on the products, have a tantrum. When they launched the Entertainer

website they needed to make sure that the platform can cope with huge spikes in demands especially

with toys. So they needed an infrastructure that could scale.

Customer Benefits

• They offer 30 minute click & collect. They ease to make that easier for customers so they are able

to check availability at their local store and check out really quickly.

• On the mobile phone they can check stock availability at all of their 170 stores instantly.

And when customers get into a store, their store colleagues have tablets which they can use to

check availability – not just at their central warehouse but also at local stores.

• They use multichannel technology to make sure that shopping with them is as convenient and

easy as possible. So that’s having a mobile responsive website, it’s offering instant click and

collect to customers and it is having a really slick user journey online.

• When they launched on SAP, they were a small e-commerce retailer. Since they launched the

Entertainer on to SAP, they have grown their sales on the toyshop.com by a factor of 7 and

been able to completely reduce their reliance on marketplaces.

7x Sales GrowthOn the toyshop.com since the launch on to SAP

<30 MinutesFor ordering online & collect in the shop

24/7 Hours Check online availability in all 174 stores

Since we launched the Entertainer on to SAP,

we have grown our sales on the toyshop.com by

a factor of 7 and been able to completely reduce

our reliance on marketplaces.

“Rob Wood

Head of Online

The Entertainer

The EntertainerRetail | EMEA N

SAP Commerce Cloud


About the customer

The Entertainer (Amersham) Ltd. is the UK's

largest independent toy retailer, which operates

more than 170 stores.

https://www.sap.com/assetdetail/2020/04/ecc170a7-8e7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Multiple ERP systems supporting 13 websites presented content management and

maintenance issues

• Information siloed among these B2B and B2C sites created an inconsistent brand experience

• Decentralized functions also resulted in redundancies and duplicated effort, slowing productivity

Customer Benefits

• Improved digital agility via common, shared data and code allows for easier maintenance

• Integration of B2B and B2C storefronts onto a single platform improves synergies and traffic volume

• Quick implementation schedule of 6-7 months resulted in faster time to value

37 CountriesEpson brought together into one unified solution

2.5 MonthsAverage length of time needed to fully onboard

a new country

Single PlatformIntegration of B2B and B2C storefronts onto a single

platform improves synergies and traffic volume

Michael Wang

CIO & Vice President

Digital Innovation

Epson America

Epson AmericaHigh Tech | NA


Context-Driven Services


About the customer

Epson America is a diversified electronics

manufacturer. It offers printers, professional

imaging products, projectors, scanners, system

devices, and factory automation products. The

company caters to sports, fashion, augmented

reality, personal healthcare, and other markets.

It’s important that we

go the extra mile for our

customers because

we’re building long-

lasting relationships

based on innovation and

exceptional experiences.

SAP enables us to

deliver on that promise.

https://www.sap.com/documents/2020/11/ea65b51c-ba7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

In October 2019, Flexi implemented the SAP Commerce Cloud solution to provide online shopping.

By March 2020, when the COVID-19 pandemic closed the company’s retail stores, Flexi had already

developed and optimized its e-commerce to offer shoppers faster speeds and reliability.

• Launch an e-commerce website to fulfill customers’ growing demands for online shopping

• Mitigate losses from approximately 475 retail stores closed during the worldwide COVID-19

pandemic (operations at approximately 5% of the usual capacity)

• Gain insight into customers’ buying habits and preferences

Customer Benefits

• Doubled the shopper conversion rate, which continues to rise

• Recuperated lost sales (such as from out-of-season stock) during the pandemic

• Increased average page-load speeds and stability during periods of high shopper traffic

• Lowered the average time to get new products to market (now just three weeks)

• Gained the ability to develop a new loyalty rewards program for customers

• Projected end-of-year savings of approximately 2.5 times the ROI needed for the solutions

• Prepared for the future of retail by establishing a direct-to-consumer strategy that is built on

solutions compatible with emerging business models

2x Conversion RateSince solution implementation

50% ReductionIn time to market for new products

15x Monthly Sales(in May 2020) than expected

+50% SalesDirect-to-Consumer projected to occur online by 2025

We have complete confidence in our online sales

with the SAP Commerce Cloud solution. Our

online shop was able to handle an unexpected

peak of 15 times greater site traffic without issue.“Francisco Castro

E-commerce Director

Flexi

FlexiConsumer Products | LA

SAP Commerce Cloud


About the customer

Flexi is a family owned footwear brand beloved

by men, women, and children across Mexico.

https://www.sap.com/about/customer-stories/flexi.html


Business Challenges

• Over the years, an increasingly confusing jungle of web solutions for brands and regions

has developed.

• Placing extensive content was limited and addressing customers across all digital channels was

not up to date. "But also security aspects, reasons for brand protection and the need to create a

central, future-proof platform for our rapidly growing e-commerce business," says Vidya Nair,

Corporate IT Manager Marketing Processes at FHCS, as reasons for a uniform global solution.

Customer Benefits

• The focus is currently primarily on support for decision-making by providing more in-depth industry

and product-specific information. The "Inspiration Cockpit" of the SAP Commerce Cloud, for example,

enables the creation of virtual, industry-specific rooms. There, business customers can see where

Vileda products can be used, and how to be used, thus sharing new ideas for possible uses.

• In the future, however, special procurement features will also be offered in the B2B online shop,

such as easily accessible purchase histories for simple repeat orders, the automatic consideration

of agreed customer discounts or personalized product suggestions.

• Direct access to the after-sales service is just as important here as the connection to the

SAP Sales Cloud, which is already being used in most national companies in the B2C area. Inquiries

from the retail trade via the web can thus be further processed directly by the sales department.

35 CountriesAround the world converge on a digital platform that forms

the central basis for a uniform international presence

B2B & B2BCustomers can be served equally well, where each target

groups’ most important needs are considered and fulfilled

Multi BrandA balance between the brands and the country and

brand-specific requirements has been achieved

With the SAP Commerce Cloud, we

have now developed processes that

enable us to deliver our compelling

branded and promotional content to

our global customer base at scale

and with great flexibility.

Sandip Chowdhury

Global Director E-commerce

Freudenberg Home and

Cleaning Solutions

FreudenbergConsumer Products | MEE


SAP Sales Cloud | SAP ERP

Access the SAP News Story

About the customer

For over 70 years, Vileda has been helping

millions of homes around the world shine and

shine. Vileda, the sales brand of Freudenberg

Home and Cleaning Solutions (FHCS), also

includes international brands such as O-Cedar,

Oates, Gimi, Gala, Wettex and Marigold, sold

in 35 countries.

https://news.sap.com/germany/2022/04/digitalplattform-b2c-b2b-vileda/


Business Challenges

• As the market goes digital, customers desire both 24x7 online channels as well as the personal

touch that knowledgeable sales and service reps can provide. They want options and they

demand responsiveness.

Customer Benefits

• 3000 customers now routinely buy online on their devices of choice, 24/7 as needed

• 200 sales representatives have ready access to customer data and online orders in their territories

• Order to cash’ system combining Commerce Cloud, Sales Cloud and SAP ERP reduces manual

efforts and errors

• 24/7 order capture capability improves retail availability and allows customers to be more responsive

to consumer demand

• Integrated SAP Customer Experience suite leveraged across departments and regions enables a

consistent and holistic view of customer data, eliminating siloed information

3,000 CustomersCustomers routinely buy online on their devices of choice

200 Sales RepsSales Reps provided with ready access to customer data

and online orders

One System‘Order to cash’ system combining SAP CX and

SAP S/4HANA to reduce manual efforts and errors

Integrating e-commerce, Sales, and Service has been core to our

digital transformation --ultimately interacting with our customers on

their terms. Our SAP-based ‘order to cash’ system makes our

sales teams more productive and gives our customers the flexibility

to order when and how they choose.

Fernando Battaglia

Value Stream Manager

Frucor Suntory New Zealand Ltd.

Frucor SuntoryConsumer Products | APJ



SAP Sales Cloud |

SAP Service Cloud


About the customer

For more than 50 years, Frucor Suntory has

been quenching thirsts in Australia and New

Zealand, supplying thousands of retailers of all

sizes from large chains to neighborhood stores.

https://www.sap.com/documents/2020/02/9a20b22c-847d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Looking at Gallagher Group’s national CX portfolio, the company had previously provided a

standalone website that wasn’t integrated with its backend systems, SAP ERP and SAP CRM.

The critical challenge was to create a seamless system that linked customer-facing functions

with backend systems to create an intelligent and transparent ecosystem across the business,

thereby delivering maximum value and visibility to staff and customers.

• The other key challenge was Gallagher Group’s commerce function. With these growing markets

transacting heavily online, Gallagher needed to create a convenient portal for customer access

that could integrate with important backend processes, such as ordering and finance, to provide

a more seamless and accessible customer experience while remaining conscious of the costs

and budgeting for implementation.

Customer Benefits

• All these processes are managed through SAP Commerce, saving significant time and effort spent

on Gallagher Group’s commercial channel. The integration bus that works along with pre-integrated

APIs while merging ERP and commerce together has had a positive impact on how staff can be more

role focused, streamlining functions to ensure they spend less time on mundane administrative tasks.

Furthermore, the new system can seamlessly process large orders of over $100,000 –giving greater

service and convenience to Gallagher Group’s more valued customers. The company’s Security B2B

solution offers a single website across seven regions -Asia, Australia, Canada, NZ, Europe, US, and

Global, servicing 15,000 to 20,000 monthly users.

1 Million OrdersAlready processed through the

SAP Commerce Cloud platform

-5 Min Per OrderNew SAP Commerce Cloud solution saves an

average five minutes of time per order

Seamless ServicesFor more than 15,000 monthly Security B2B customers

across seven countries processing large transactions

of more than $100,000

Before this project, we had a disjointed approach

to our e-commerce and Portal capability.

In addition to providing a far better experience,

the SAP Commerce Cloud solution has also

enabled us to automate many previous manual

solutions. The solution works seamlessly with

our existing SAP environments and has delivered

immediate benefit after initial go live.

“Neville Richardson, CIO

Gallagher Group

Gallagher GroupMill Products | APJ

SAP Commerce Cloud


About the customer

Gallagher Group is a global leader in providing

animal management, security, fuel systems,

and manufacturing solutions.

As Gallagher continues to expand globally, we

now have a best of breed system that we can

drive and ‘grow into’ over the next few years,

that will deliver further value in use as we scale

and mature digitally.

https://www.sap.com/idea-place/best-run-awards-anz/entries/2021-award/submission-details.html?idea_id=2597


Business Challenges

• Replace a sprawling, aging ERP system, heavily customized to support numerous acquisitions,

resulting in huge maintenance costs

• Eliminate the technical debt of many years of ERP customization by converting to SAP S/4HANA®,

cutting total cost of ownership

• Build a 360-degree view of customer preferences, enabling tailored services to maximize

lifetime value

Customer Benefits

• Boosts straight-through processing volumes in accounts payable department, freeing teams

to focus on value-added work

• Creates a single view of B2B customer financials, enabling accurate profitability analysis and

helping to reveal targeted actions to boost lifetime value

• Offers clean, real-time data on B2C retail sales, paving the way for sales-boosting inventory

optimization in the future

• Enables end-to-end interoperability between industry solutions, including Fuels Secondary Distribution

& Retailing, Convenience Retailing, Sales & Marketing, and Superior Customer Experience

+76% UsersOf back-office users are more productivity increase

thanks to end-to-end integration

Single ViewB2B customer financials in one system and real-time

data on B2C retail sales

360˚ VisibilityBetter view of customer preferences, enabling tailored

services to maximize lifetime value

We aim to use real-time data to pinpoint

the optimal product mixes for each of our

B2C retail stores – helping us to delight

our customers and nurture their loyalty.

“Catarina Ceitil

Head of ERP Transformation Program

Galp Energia SGPS, S.A.

GalpOil & Gas | EMEA S



About the customer

With up- and downstream oil and gas operations

across 11 countries, Galp is a leading energy

company, offering a comprehensive range of

products and services.

https://www.sap.com/documents/2021/02/facc87bb-cc7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Old platform did not meet the requirements of the customer anymore

• Wanted to rethink their process chain

Customer Benefits

• Using the SAP Commerce Cloud and SAP Marketing Cloud solutions helped Hofmann Menü-

Manufaktur to increase their online revenue by a 2-digit number serving “We-Stay-Home meals”

delivered in sustainable packaging during COVID-19.

• Moreover, they are able to offer daily personalized menus to 1 million end-consumers ordering

through their online platform, while increasing efficiency in online menu order (60%) by reducing

the ordering process to 3 clicks.

+10% RevenueIncreased online revenue growth during COVID-19

1 MillionEnd-consumers ordering daily personalized menus

+60% More EfficientIncreased efficiency to order online menu by

reducing the ordering process to 3 clicks

Times of crisis can limit people’s access to healthy food. Hofmann Menü

created fresh frozen “We-Stay-Home meals” delivered in sustainable

packaging. SAP solutions help ensure a secure supply chain with the highest

level of hygiene. People at home enjoy safe, great-tasting, handmade meals.

Michael Leuschner, CIO

Hofmann Menü-Manufaktur

Hofmann Menü-ManufakturConsumer Products | MEE


SAP Marketing Cloud

Access the English Video

Access the German Video

About the customer

The company Menü-Manufaktur Hofmann is a

leading catering specialist in all fields of modern

public catering operating in Germany, Austria,

and Switzerland. It offers innovating and target

group-specific catering and service concepts

by focusing on high flexibility and traditional

craftsmanship, serving 1 million end-consumers.


https://www.sap.com/assetdetail/2020/06/94c40aa1-a07d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/germany/assetdetail/2020/02/fcbcf282-857d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2020/06/94c40aa1-a07d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Establish an intelligent business landscape able to support end-to-end business processes

• Embrace connected technologies and data to maximize the passenger experience

• Smooth the information flow to travelers before and during their airport visit

Customer Benefits

• Equipped airport with a single platform connecting processes for finance, accounting, controlling,

supply chain logistics, and human resource management

• Enabled enterprise-wide access to real-time insights and analytics

• Optimized the customer experience, offering passengers various services between their homes

and arriving at the boarding gate, using a mobile app integrated with the IGA PASS loyalty program

running on SAP® Customer Experience solutions

• 52 million Passengers used the airport in 2019

• 200 million Passengers able to use the airport upon completion

Single PlatformConnecting intelligent end-to-end customer

business processes

100% ConnectedTravelers to receive fly updates & buying offers

before and during their airport visit

Real-timeAnalytic insights to offer personalized merchandising

services to 52 million annual travelers

With SAP S/4HANA and SAP Customer

Experience solutions, we have intelligent end-to-

end business processes connected to the

customer experience, enabling truly personalized

experiences for travelers using Istanbul Airport.

Olgay Demirci

Deputy General Manager IST Systems

İGA Havalimanı Işletmesi A.Ş.

İGATravel and Transportation | EMEA S



About the customer

İGA Havalimani Isletmesi Anonim Sirketi operates

as a construction company. The company focuses

on the construction of the new airport, architectural

design, passengers safety and environmental

friendly looks, as well as eating and drinking

facilities, and other services.

https://www.sap.com/documents/2020/07/5243cd55-a67d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Having the right technology in place to achieve better business outcomes is critical. In order to make

buying and managing products, subscriptions, and licenses easier and faster for its clients, Insight

needed a fully integrated e-procurement platform.

Customer Benefits

• Direct replication of client data from Insight’s deployment of the SAP ERP and Microsoft Dynamics

with SAP Customer Experience solution

• Built-in catalog, cart contents and activity, cart validation rules, and checkout flow within

SAP Commerce Cloud

• Immediate order and business process creation upon checkout as well as subscription activation,

which is also sent to Microsoft for provisioning using the SAP Cloud Platform Integration service

• Assignment of active subscriptions to license pools that can be accessed and managed by

the client online through SAP Commerce Cloud, with changes then automatically updated in

SAP Customer Data Cloud solutions

• Invoices to be sent back to SAP Commerce Cloud, where clients can see and download them in a PDF

• Tighter data security and enhanced reporting and analytics through consistent and integrated client,

sales, subscription, licensing, and billing data

Single SolutionCustomizable e-procurement solution to

streamline purchases

<1 MinuteBetween order and business process creation

upon checkout as well as subscription

100% IntegrationBetween SAP CX and Microsoft ERP to ensure smooth

transmission of customer orders for invoicing

Our sales and services are core to our business.

Allowing clients to manage those subscriptions

and licenses online means faster time to value

for them and greater scalability for us. SAP CX

solutions make it all possible.

“Sharif Aly

Director, Global Transformation

Insight Enterprises Inc.

Insight Enterprises High Tech | NA



SAP Subscription Billing | SAP ERP


About the customer

Insight Enterprises helps businesses of all sizes

find and deploy intelligent hardware, software,

and cloud solutions for more than 30 years.

https://www.sap.com/documents/2020/04/06bc3d62-8e7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Overhaul disconnected technology landscape made up of disparate systems and processes

resulting from its merger and acquisition strategy

• Enable a more intuitive e-commerce experience, reorganizing product offerings and creating

an immersive experience for buyers

Customer Benefits

• Increased the quality and accuracy of complex quotes using the SAP CPQ solution, speeding

administrative and insurance approval processes

• Cut weeks off the processes involved measuring a person for a wheelchair, ultimately satisfying

customers with on-time order fulfilment and delivery

• Enabled salespeople with customer data and order history information at their fingertips

>15,000 Configurations Allow wheelchairs to be tailored for specific buyers

3x Increase In sales within four weeks of launch in Canada

Months to WeeksComplex quote-to-order process trimmed

With the implementation of SAP Commerce Cloud, SAP CPQ, and

SAP S/4HANA, we’ve built a solid foundation for the business, giving

us more agility to better serve customer needs into the 22nd century.

Angela Goodwin, CIO

Invacare Corporation

InvacareLife Sciences | NA

SAP Commerce Cloud | SAP CPQ |

SAP Integration Suite | S/4HANA |

SAP Business Technology Platform


About the customer

Leading manufacturer and distributor for medical

equipment used in non-acute care settings,

Invacare Corporation produces clinically complex

medical devices and solutions.

https://www.sap.com/documents/2021/06/2a90c951-e87d-0010-bca6-c68f7e60039b.html


Business Challenges

Enthused customers are the basis for any business success. They are more likely to be loyal, have a

higher potential for a high customer lifetime value and are the best promotors in any company‘s sales,

service and marketing efforts. However, for customers to contact a company's call center for simple

case resolution or complaints is often a dissatisfying experience. Then again, external call centers are

costly and internal resources might be over skilled for standard tasks. How could the customer

experience be improved without increasing costs or losing the human touch in interactions? How can

modern solutions solve long existing pain points, revolutionizing the whole customer journey?

Customer Benefits

• Cost Reduction in call center: An inbound call costs approx. 5 USD per call

• Increase in customer satisfaction NPS score with more enthused customers by instant query resolution

• Reduction in travel and therefore in CO2-Emmission

• Elimination of misplaced orders further decreasing costs and CO2 emission

• Increase in employee satisfaction NPS score with increased loyalty and ongoing education

• Using automation where it makes sense!

• Continuous feedback to employees enables them to constantly adapt and optimize their behavior

in customer interactions

-10% Less CallsReduction of inbound calls in call centers

+15% NPSIncrease in NPS score

+5% SatisfactionIncrease in employee NPS

The power of integrating Qualtrics as the world

leading XM platform with SAP conversational AI

showed great potential. The SAP Analytics Cloud

with its numerous interfaces helped to combine

experience and operational data and turn

analysis from insights into action.

“Tobias Reiland

Project Lead

KANTAR

KantarProfessional Services | MEE


SAP Sales Cloud |

SAP Service Cloud |

SAP Conversational AI | SAP Qualtrics


About the customer

Kantar is a data and evidence-based agency

providing insights and actionable recommendations

to clients, worldwide. They have a complete, unique

and rounded understanding of people around the

world: how they think, feel and act, globally and

locally in over 90 markets.

https://dam.sap.com/mac/app/p/pdf/asset/preview/LxCf7AA?ltr=a;


Business Challenges

• Aging infrastructure that made it difficult for business customers to purchase Kodak products and

services

• Errors and inefficiencies related to paper-based, highly manual processes

• A need for solutions that can support growth at scale and the time-sensitive demands of customers

worldwide

Customer Benefits

• Creating a new B2B e-commerce experience that connects customers with Kodak virtually anywhere

• Developing an experience that meets employees’ needs based on quantitative and qualitative

feedback

• Enabling new growth at scale and the potential for expansion into new markets

30% More ProfitOver the last year

Increased GrowthIn customer purchases of toner and ink

80+ CountriesGlobal platform with the bulk of revenue coming

from overseas

We have to do business the way

our customers want to do business –

not the way we want them to.

SAP solutions help us live up to the

modern customer’s expectations of

an innovative name like Kodak.

“

Jim Continenza, CEO

Eastman Kodak Company

KodakHigh Tech | NA

SAP Commerce Cloud | Qualtrics XM |

SAP ERP | SAP Analytics |



Access the Blog Story

About the customer

Kodak” has long been a household name. The

Eastman Kodak Company empowers people and

businesses everywhere to express themselves

in images. Today, Kodak remains a company of

innovation, focusing on commercial printing and

advanced materials and chemicals.

https://www.sap.com/about/customer-stories/kodak.html

https://blogs.sap.com/2021/12/08/kodak-builds-upon-a-legacy-of-innovation-to-meet-the-needs-of-b2b-customers/

https://www.nationalpublicmedia.com/work/sap/


Business Challenges

• Exhibitors had to register by form - this was not very convenient for customers and also resulted

in high internal expenses.

• Koelnmesse organized lead and opportunity management as well as the acquisition of exhibitors,

primarily in conjunction with the international sales partner network.

• The team often required several days just to prepare and create the opportunities and leads.

Customer Benefits

• Exhibitors today simply log in via a customer portal that recognizes them from the previous year

and automatically fills in their master data.

• The amount of work required to process applications has reduced significantly.

• Cooperation at Koelnmesse, especially with international sales partners, is running much more

smoothly and efficiently.

Days to HoursFor lead generation and opportunities

One ClickTo dashboards showing the current acquisition

status of customers

300 ListsSaved weekly in communication with sales

partners and call centers

The trade show business is undergoing breakneck

transformation. We aspire to be right at the forefront of this

development. This entails digitalizing all processes around

the customer as far as possible.

Stefan Kranefeld

Vice President Sales

Koelnmesse GmbH

KoelnmesseSports & Entertainment | MEE



SAP Sales Cloud |

SAP S/4HANA


Access the German Success Story

About the customer

Koelnmesse, one of the top ten leading trade fair

organizers in the world, cultivates relationships

with exhibitors throughout the year. Around

80 trade fairs, exhibitions, guest and congress

events featuring more than one millio participants,

as well as 2,000 smaller events, have to be set

up within Germany and internationally annually.

https://www.sap.com/about/customer-stories/koelnmesse.html

https://www.sap.com/germany/documents/2021/12/08500e4f-0d7e-0010-bca6-c68f7e60039b.html

What is SAP Commerce Cloud?

The SAP Commerce Cloud solution offers a proven

e-commerce platform that enables on-demand

innovation and the use of company-wide data to

increase revenue and customer satisfaction.

Our e-commerce platform solutions support a unified

platform for any business model that's:

• Fully integrated and extensible with a rich partner ecosystem

• API-enabled to power true omnichannel deployment models

• Connected from end-to-end to fuel intelligent and profitable

outcomes

• Built to deliver highly personalized experiences at scale

• Industrial-strength with a global reach and trust at the core

Learn more about SAP

Commerce Cloud for B2C

Learn more about SAP

Commerce Cloud for B2B


https://www.sap.com/germany/documents/2022/03/50a71260-1c7e-0010-bca6-c68f7e60039b.html

https://www.sap.com/germany/documents/2022/03/0207d69e-1c7e-0010-bca6-c68f7e60039b.html


Business Challenges

• Accelerate plans to build an e-commerce platform to support multinational online sales during

the COVID-19 pandemic

• Offer a unified, customer-centric experience that is also tailored to diverse regional requirements

• Effectively engage with customers through digital channels to cross-sell and up-sell products

and services

Customer Benefits

• Ability to reuse and repurpose a single instance of SAP Commerce Cloud across separate countries,

with their own identities, time zones, languages, brands, and so on

• Integration that allows all orders to be pushed through regional CRM systems

• Same modern, user-friendly customer experience for the smallest to the largest market

• Consistent customer experience from sales to service across the customer lifecycle

• Adoption of TM Forum framework standards to help develop broader industry-standard capabilities

1 PlatformSingle e-commerce platform to serve all of Latin America

5 Months to Go-LiveAnd 5 more months to deploy across 5 markets

ConsistencyFrom sales to service across the customer lifecycle

We want to build one e-commerce platform to

serve 24 markets–offering a unified experience

while also meeting the requirements of each

unique country. SAP Commerce Cloud is the

strong, flexible e-commerce engine we needed.

Ed Sherwood-Smith

Senior Director, Digital Platform Delivery

Liberty Latin America Ltd.

Liberty Latin AmericaTelecommunications | LA


SAP Commerce Telco &

Utilities Accelerator |

SAP Emarsys Customer Engagement



About the customer

Liberty Global is a multinational telecommunications

company with headquarters in London, Amsterdam

and Denver, Colorado. It is the largest broadband

internet service provider outside of the U.S. Part of

Liberty Global is separately listed as LiLAC (Liberty

Latin America and Caribbean Group).

https://www.sap.com/documents/2021/10/7e71466f-ff7d-0010-bca6-c68f7e60039b.html

https://d.dam.sap.com/a/Hrv9pZo


Business Challenges

• Maiburg conducts a significant portion of its business online, making a seamless customer journey

and experience essential.

• For this reason, the Dutch enterprise turned to SAP to modernize its e-commerce platforms and boost

customer satisfaction.

Customer Benefits

• Automated and transparent order processes, making the order-to-delivery process more efficient

• Increased understanding of customer behavior and preferences via a centralized SAP system

• Customers benefit from a personalized shopping experience thanks to custom product

recommendations

• Extended deadline for next-day delivery from 2:00 pm to 4:00 pm with enhanced webstore functionality

• Simplified internal administrative processes means sales teams have access to more information

• Implement account-based marketing in the future with SAP technology

2 HoursExtended deadline for next-day delivery from

2:00 pm to 4:00 pm

360° ViewBy capturing customer behavior and preferences

in a centralized system

With SAP Commerce Cloud, we

can now offer our customers a unique

and personal customer experience.“

Maarten Maiburg

E-commerce Manager

Maiburg

MaiburgMill Products | EMEA N

SAP Commerce Cloud


About the customer

Maiburg is a family-operated company that started

out selling yarn and abrasives for the shoe

industry. Now in its fifth generation, the business

expanded its operations to include glues, sheet

materials, and flooring installation and finishing

products.

https://www.sap.com/documents/2020/02/7e8c6389-857d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• With an expanding global footprint into new markets, the SME customer base was growing rapidly

and understanding the ultimate buyer was becoming challenging with the layers of channels in the

selling processes.

• Maxim needed a low touch e-commerce platform to digitally interact with this new customer base in

a multitude of geographies where varying requirements and regulations need to be met for

compliance and risk management.

Customer Benefits

• With SAP Commerce Cloud, Maxim is on the way to achieving its growth goals of 2x unassisted sales

• With Customer 360 views, including click trends, Maxim is delivering sales promotions and up-sell /

cross-sell opportunities to end customers that used to be “masked” by sales distribution channels

• Made the buying process consistent globally with multi-language capabilities

• Employ SAP HANA for data exchange and integration between platforms

• Streamline supply chain, shipping, and warehouse logistics and integrate subcontractors and

internal manufacturing to manage an efficient orchestration of data

10x RevenueAdditional revenue generated on

SAP Commerce Cloud platform

360° ViewAll aspects of a customer lifecycle with data

and analytics in one single place

With SAP Customer Data Cloud and SAP Commerce Cloud, we were able to enhance

our e-commerce platform. We increased almost 10 times in terms of revenue generation

and reduced point of sale challenges that we had with our previous system.

Bimal Tripathi

Executive Director IT

Maxim Integrated

Maxim Integrated High Tech | NA



SAP HANA


About the customer

Every day, millions of people around the world

use equipment that incorporates technology from

Maxim Integrated. From everyday items like

smartphones and cars to sophisticated medical

and industrial tools, integrated circuits made by the

San Jose, California–based company have been

empowering technological innovation since 1983.

https://www.sap.com/documents/2020/01/06080d56-7f7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Establish a consistent global online presence supporting omnichannel retail operations

• Support regional expansion in business-to-business and business-to-customer markets

• Enhance the entire digital user experience for existing customers

• Streamline internal sales processes for greater effectiveness and staff satisfaction

Customer Benefits

• Established end-to-end commerce processes, helping increase sales volume and product

selection from digital channels

• Enhanced customer satisfaction by providing new levels of convenience across all channels

• Built a future-ready platform with the ability to handle high volumes of data, traffic, and orders

110 CountriesSupported with e-commerce capabilities via

SAP Commerce Cloud

>50% OrdersIncreased orders placed on mobile devices

300 Globally SupportedSAP Commerce Cloud supports Maui Jim’s global

sales team who leverage the solution to maintain strong

relationships with core retailers and other key channel

partners using mobile phones

For us, it’s really important that when a

customer buys a pair of Maui Jim’s, they

know we’ll take care of them forever and

this includes providing a great experience

when they return a pair of sunglasses or

have the repaired. SAP Commerce Cloud

has allowed us to scale this promise and

keep it authentic.

Jim Ferolo

Vice President Chief Information Officer

Maui Jim, Inc.

Maui JimRetail | NA

SAP Commerce Cloud


About the customer

Maui Jim got its start in 1980 as a small

company selling sunglasses on the beach in

Lahaina, Hawaii, and is now among the globe’s

fastest-growing premium eyewear brands.

They now offer over 125 styles of sunglasses,

100% of which are polarized and protect from

100% of UVA and UVB rays.

https://www.sap.com/about/customer-stories/maui-jim.html

https://www.sap.com/assetdetail/2020/11/c4e9933f-ba7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Mercury was looking to digitize and enhance the interactions customers had through their Customer

Engagement Center. Their previous processes and systems meant that turnover of staff was high,

customer self-service was challenging, and the ability to elevate the workforce above the operational

processes was limited.

Customer Benefits

Mercury developed a digitization and improvement plan covering key customer journeys, paying

particular focus to the following key drivers:

• Supporting customer self-service interactions

• Digitizing existing manual processes and paperwork

• Enhancing ownership of the customer experience for front-line agents

The vision was to develop a customer experience that supported their long term view of customer

advocacy, which also streamlined their processes, and enabled their people to spend less time managing

processes, and more time focus on adding value to their customers.

Partnering with SAP to deploy SAP Commerce Cloud hosted on Microsoft Azure and SAP Service cloud,

Mercury has established a foundational layer to continue to iterate and evolve its customer experience.

+64% Satisfiedof 373,000 customers surveyed were ‘highly satisfied’

-25% Turn OverStaff turn-over in the customer engagement center

+30% Self-ServiceIncrease in customer self-service through e-commerce

We went through a step change of improving the processes, and making

it better for our people, which ultimately makes it better for our customers.

If you give people the environment to be their best selves, people will be

happier in their jobs, and that will result in improved customer satisfaction.

“Daniel Green

Manager, Service Design and Delivery

Mercury

MercuryUtilities | APJ


SAP Service Cloud


About the customer

Mercury is a New Zealand electricity generator

and retailer, with 100% of the energy being

generated through renewable sources. Serving

a customer base of nearly 373,000, and providing

17% of New Zealand’s energy generation,

https://www.sap.com/documents/2020/02/48d0a79e-827d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• MHE-Demag sought a digital transformation of their business selling equipment like industrial

cranes, hoists and lift hoists and all the supporting spare parts, a total of 13,000 products. Already

a sophisticated user of ERP, they wanted to extend automation to allow 24/7 e-commerce that

integrates with other systems such as ERP so as to maximize responsiveness and further reduce the

time between purchase and delivery. They also wanted to support the burgeoning market for rentals.

Customer Benefits

New MHE-Demag web shop allows customer to buy or rent equipment and parts 24/7:

• Reduced time for quotations from days to hours for corporate clients

• Standard order processing reduced from hours to minutes

• A wide range of products and services will be available with technical configuration included

• Easier demand forecasting because e-commerce is fully integrated with ERP including inventory

and finance

• Web shop backed up by integrated supply chain in regional distribution network for faster delivery

• Cloud-based system ensures rapid deployment of preconfigured applications significantly reduce

the time to make any changes to the code base

24/7Availability of web shop to buy or rent

equipment and parts

-96% Quote TimeIt takes less time to create quotations &

less order processing time

+60% ForecastingIs quicker because of a fully integrated e-commerce

with ERP (inventory and finance)

The easy self-service ordering we have with SAP Commerce Cloud complements

the efficiencies we gained in our supply chain with SAP – We expect to gain new

customers who had limited access to our products before and we also anticipate

higher customer satisfaction due to more interaction options.

“Klaus Schilling

Regional Director, Sales & Markets

MHE-Demag

MHE-DemagIM&C | APJ



About the customer

MHE-Demag is a leading material handling

company in Asia-Pacific.

https://www.sap.com/documents/2020/04/b89f4d98-8f7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

Long circle-times to fulfill customer requests instore:

• Client advisors (employees) have to use several systems to look up customer data

• Data is partly offline and partly online available depending on purchase history

• Improve client advisors motivation in their daily work: “An intuitive solution was wanted

with no training effort”

Customer Benefits

• Faster circle times to lower task-completion time

• Increase cross-selling by the employee

• Sell of the right spare-part increased customer satisfaction (Lower return rate of spare parts)

• Providing inexperienced employees an easy solution to fulfil specialized tasks (recommendation

of the right bulb for home lightning or recommend complementary product for TVs)

• Higher Motivation at work: Every employee is able to recommend the right spare part

• Fast Start for newbies: Giving unexperienced employees a tool to advise the customer in

the right way

4x FasterCompletion of customer request in the store

1 ApplicationFor serving all customer needs

Higher SatisfactionEmployee gratification in their daily tasks

The Instore-Advisor empowers the employee

to fulfil the most common request by customers

instore like getting a spare-part for his product

he bought at “m-electronics” or get a

recommendation for a complementary product

instore (e.g. fitting TV-set for his TV, he bought

time ago at “m-electronics”).

“Remo Gisler

Head of E-commerce Solutions

Migros Genossenschaftsbund

MigrosRetail | MEE



About the customer

Migros is a cooperative society as its form of

organization. Around 2 million of Switzerland’s

total population of 7.2 million are members, thus

making Migros a supermarket chain that is

owned by its customers. More than 90% of the

assortment of goods is produced by ninety

subsidiaries of Migros.

Providing the employee the customer data of

his online and offline purchases at Migros offers

him the possibility to fulfil the request asap as

one App provides him all customer data stored

in several systems.



Business Challenges

• Processing product and pricing information from sales teams and other distribution channels in

a timely manner - (Prior to implementing the SAP CPQ solution, offline offers were not linked

to Mindray’s IT systems, resulting in inaccurate inputs for product configuration and pricing quotes

and fewer sales.)

• Overcoming obstacles posed by an inadequate price management system, a high volume

of special price approvals, too many procedural steps and nodes in the workflow, and other

operational inefficiencies

• Responding to growing dealer customization needs in a timely and flexible manner

Customer Benefits

• Self-ordering for dealers saves time for Mindray and its distributors

• All rules are correctly applied and adhered to in sales processes involving distributors and sellers

• Distributors get faster response times, smarter production support, and optimal product configurations

• The effort expended on customizations is greatly reduced with an easy-to-use SaaS solution.

SAP Commerce Cloud and SAP CPQ are fully integrated in the variant configuration module in

SAP S/4HANA, minimizing the customization workload

90% Time SavingsOn order creation

100% ConsistentCustomer, product and order information

>50% ReductionOf production material volume

In just over a month, we processed 2,100 orders

through our warehouse on SAP Commerce Cloud.

SAP Advanced Deployment helped us get up and

running fast, enabling us to focus on fulfilling our

sales goals.

“Wang Lue

Application Development and Support Manager

Shenzhen Mindray

MindrayHealthcare | GC

SAP Commerce Cloud | SAP CPQ |

SAP S/4AHANA | SAP BTP


About the customer

Shenzhen Mindray Bio-Medical Electronics Co.

Ltd. (a.k.a. Mindray) supports patients in nearly

110,000 Chinese medical institutions and most

of the country’s Triple-A-hospitals with its world-

class products and services. Mindray’s about

40 overseas subsidiaries are serving over

190 countries and regions around the world.

https://www.sap.com/idea-place/sap-innovation-awards/submission-details-2022.html?idea_id=2847


Business Challenges

• Improve the efficiency of sales and service processes

• Enable faster, more-effective inquiry handling by eliminating the need for call-center staff to

use paper-based resources and workflows

• Increase visibility across sales, service and marketing operations

Customer Benefits

• Increased sales as a result of improved customer engagement and increased sales force efficiency

• More-responsive customer service with higher “first-call” resolution rate and reduced waiting times

• Agility to quickly launch web pages to support ongoing marketing campaigns

• Ability to better monitor sales and marketing operations, supporting strategic decision-making

• Increased customer lifetime value as a result of a positive sales and service experience and

ongoing loyalty campaigns

Higher SalesClose rates

>8,000 ProductsFor which information is available to service agents

and customers using a digital knowledge base

Higher 1st Call

ResolutionsMore responsive customer service and reduced

waiting times

With SAP Customer Experience, we

were able to deliver a rapid return

on our investment while establishing

a powerful technical foundation for

ongoing value creation.

Tim Baker, CIO

Moen Incorporated

MoenConsumer Products | NA


SAP Sales Cloud |

SAP Service Cloud |

SAP Marketing Cloud


Access the SAP Blog Story

About the customer

As one of North America’s leading faucet brands,

Moen Incorporated is dedicated to creating

beautiful, innovative, and long-lasting kitchen

and bathroom products.

https://www.sap.com/about/customer-stories/moen.html

https://blogs.sap.com/2021/11/04/how-moen-is-using-next-generation-cloud-technology-to-build-enduring-customer-relationships/

https://www.sap.com/assetdetail/2021/11/f6559c13-037e-0010-bca6-c68f7e60039b.html


Business Challenges

• The market for paper is fiercely competitive. Only those who personally look after their customers’

needs and deliver what they promise will be successful in the modern business landscape. This

is the reason why Mondi Uncoated Fine Paper has digitalized its sales process.

Customer Benefits

• The implementation of SAP Commerce Cloud was done in 3 months from decision to go live

• Easy access to customer data from anywhere, online and offline, with live full text searching

capabilities in SAP Sales cloud making it easy to find relevant information about the customer

• It now only takes 1 month to onboard their customers to their MyMondi website portal

with 70% adoption

• Easy to handle and easy to follow for the customer

• Fast to implement in 3-4 months

• Customers love MyMondi online portal

• 1500 customers onboarded in 1 month with high user adoption

<3 MonthsFrom decision to go live

1 MonthTo onboard 1500 customers to MyMondi portal website

70% AdoptionOutside home market

Thanks to SAP Cloud for Customer,

our sales teams are significantly

less occupied with administration and

can focus much more on customers.

“Johannes Klumpp

Marketing and Sales Director

Mondi Uncoated Fine Paper

MondiMill Products | MEE



SAP Sales Cloud

Access the 1st Video

Access the 2nd Video

About the customer

Mondi Group is a listed packaging and paper

company with group offices in Johannesburg,

London and Vienna. Mondi employs around

26,000 people in over 100 production facilities

and in more than 30 countries, mainly in Europe,

Russia, North America and South Africa.

https://www.sap.com/assetdetail/2019/09/8a692db4-667d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2020/06/80e71c49-9b7d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2019/09/8a692db4-667d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Time-consuming manual entry of all orders. Frequent customer queries and multiple communication

channels such as telephone, fax, or e-mail

• Double data entry, as the calculation program was not integrated with the ERP system

• Differentiated customer structure for dealers, tradesmen, and even end consumers wanting to obtain

information in advance

Customer Benefits

• Online configurator and calculator, including automatic pricing, make the selection and ordering

process as well as the sales conversation with customers easier for retailers

• SAP Commerce Cloud offers a seamless customer journey including easy dealer search for end

customers. In addition, dealers and craftsmen have direct contact with sales and conduct better

sales conversations

• Orders are automatically transferred to the ERP system making order entry faster and

more convenient

• Direct interfaces to the merchandise management systems of the dealers promote customer loyalty

• In combination with SAP Sales Cloud, sales and customer service will have a homogeneous

solution for all customer needs in the future

~50% Less TimeRequired for order entry into the system

Easier OrderingOnline configurator and calculator, including

automatic pricing, makes the selection and

ordering process simplified

12 MonthsFrom start of project to go-live

Our initial goal was to automate inefficient and error-prone

processes. But SAP Commerce Cloud offers much more:

an all-around successful customer journey for customers

and retailers. This also is having an impact on our sales.“

Jörg Follmann

Sales Manager

Mosel Türen Sales Company Ltd.

Mosel TürenMill Products | MEE




About the customer

With more than 60 years of history, Mosel Türen

produces highly customizable room doors and

frames. Sales are conducted through a dealer

network.


https://www.sap.com/documents/2021/09/4c04e256-f87d-0010-bca6-c68f7e60039b.html

https://d.dam.sap.com/a/kAsqNax


Business Challenges

• Automate scalable processes end to end

• Nurture existing customer relationships efficiently and cost-effectively

• Win new customers with green-energy options to protect the environment

• Boost synergies among the company’s diverse business partners

• Offer transparent delivery and convenient billing to ease energy transitions

Customer Benefits

• Economies of scale and new revenue opportunities for participating companies

• Cross-partner market segmentation, campaign management, and product bundling

• Reduced costs for cross-partner sales, delivery, and settlement

• 360-degree customer view and automated fulfillment and billing

• Pay-per-use model and online channel for fixed-price products

• Increased funds available for research and innovation

-50% TimeReduction for contract creation

InnovativeNew business models and modernized

licensing processes

TransparentSingle source of energy-related products

and services for customers

We use SAP Commerce Cloud to digitalize most

of our quotation processes. This enables our

sales department to conclude a contract inhalf

the time.

“Güngör Saritas

Head of Business and

Customer Services and Billing

MVV Enamic GmbH

MVV EnamicUtilities | MEE



SAP Sales Cloud |

SAP Subscription Billing



About the customer

MVV Energie AG operates along the full energy

value chain to supply reliable, economical, and

environment-friendly energy to industrial,

commercial, and residential customers.

https://www.sap.com/about/customer-stories/mvv-enamic.html

https://d.dam.sap.com/a/KtCRr3V?rc=10

https://www.sap.com/documents/2021/11/28ef04b0-057e-0010-bca6-c68f7e60039b.html


Business Challenges

• Tier 2 ERP package unreliable, lacked global capabilities to support NEB’s growing

subsidiary network

• Business required more robust manufacturing and batch/inventory/quality management functionality

• Looking to innovate, adopt and adapt faster to introduce new capabilities and services

Customer Benefits

• With manufacturing records in single system, material usage is traced in seconds vs. hours or days

• Enhancing product/supply planning approach for rapidly growing business

• Consolidating many custom product lifecycle apps into single SAP PLM solution

• Automating A/P using SAP Business Technology Platform services, including Document Extraction,

Document Management and Workflow Management

100% AccurateAchieved with SAP in meeting batch processing

QA standard

Hours to SecondsCustomer audits that previously took hours now handled

in mere seconds

Single SolutionConsolidating many custom product lifecycle apps into

single SAP PLM solution

SAP S/4HANA enables us to

accomplish our business goals and

achieve peak performance. We are

rapidly transforming and fine-tuning

crucial capabilities with the help of

highly qualified partners.

Lennox Brown

Associate Director, Business Applications

New England Biolabs, Inc.

New England BiolabsLife Sciences | NA



About the customer

New England Biolabs (NEB) is a recognized

world leader in the discovery and production of

enzymes for molecular biology applications.

https://www.sap.com/documents/2021/10/9455f33f-007e-0010-bca6-c68f7e60039b.html


Business Challenges

• Challenges with the customer experience due to inaccurate quotes, compliance with FDA,

sales process efficiency, increasing demand for their products

• Inaccurate quotes, regulatory compliance issues, poor customer experience, and lack of sales

subject matter expertise

• Incorrect shipments

• Increased cost of installations due to incorrect quotes, delivery of incompatible products, and

installation errors

• Time consuming approvals due to quotes not adhering to company policies

Customer Benefits

• Improved customer confidence

• Establish and scalable guided quoting platform for consistent sales experience

• Create system-driven custom experience for global sales team

• Drive adoption across global sales team

• Best practices across core capabilities related to people, process and technology

+50% EfficiencyIncrease in sales productivity

+40% AccuracyIn generated quotes

-40% EffortReduction in quote preparation

Nihon Kohden is excited to start our e-commerce journey with GyanSys

as our partner to build a scalable e-commerce platform. This platform

will accelerate and increase the accuracy and compliance by enabling

guided configuration and quote process.

“Ashish Patil

Senior Director & Head of IT

Nihon Kohden America

Nihon Kohden America Life Sciences | NA


SAP Cloud Platform |

SAP ERP


About the customer

Nihon Kohden is Japan's leading manufacturer,

developer, and distributor of medical electronic

equipment with subsidiaries in the USA, Europe

and Asia and distributors in nearly every country

in the world.

https://dam.sap.com/mac/app/p/pdf/asset/preview/mVDnbBj?ltr=a


Business Challenges

Penti knew that to fuel its international growth, it had to offer customers a seamless experience across

all channels. The first step was to create a simpler, more flexible, and more agile environment for

managing core business processes with SAP Commerce Cloud and by moving to the SAP S/4HANA

solution for fashion and vertical business, running in the Microsoft Azure Cloud.

• Rapid international expansion posed scalability challenges for existing IT infrastructure

• Diverse application architecture created complexity, with multiple sources of data

• Store and DC inventory was only updated daily, making it difficult to manage stock accurately and

efficiently

Customer Benefits

• Created a single source of truth for managing and analyzing transactions across finance,

merchandising, logistics, store operations, and supply chain

• Enabled real-time stock availability analysis to streamline omnichannel order management,

and accelerate stock replenishment and delivery

• Increased average basket value by 30% through smarter promotions

• Helped Penti handle the COVID-19 crisis by scaling to support a huge increase in online

orders – from 6% of Penti’s business to 25%

+30% Basket ValueThrough smarter promotions

>4x Online OrdersDuring the COVID-19 crisis, growing from 6% to 25%

Real-Time AvailabilityTo streamline omnichannel order management including

stock replenishment and delivery

Our SAP solutions provide us with a

standardized way of working and one version

of the truth. As we are going to become a

true omni-channel organization, this foundation

will be critical to grow our brand and provide

the best possible customer experience.

“Alper Harput, CTO

Penti Giyim Ticaret Anonim Şirketi

PentiRetail | EMEA S


SAP Analytics Cloud | SAP S/4HANA |

SAP Customer Activity Repository


About the customer

Penti is Turkey’s best-known women’s wear

brand, with 400 domestic and 200 international

stores in 36 countries, and a wholesale business

that exports to 50+ countries. Thanks to its

successful international expansion, the company

has grown tenfold.

https://www.sap.com/documents/2021/06/469b2506-e87d-0010-bca6-c68f7e60039b.html


Business Challenges

• Need for a new user experience to enhance the customer experience and deliver intuitive

e-commerce

• “One Powell” initiative to bring three companies together on one ERP

• Web-first approach and a need for integration with external systems, vendors, and customer

Customer Benefits

• Delivered core business information in real time with the SAP Sales Cloud and SAP Commerce

Cloud solutions, which also provided salesforce automation capabilities

• Empowered employees with the right information to answer customers’ questions immediately

• Minimized IT staff requirements for long-term viability and pushed more self-services into

the business

• Optimized inventory by revealing the revenue and margin associated with inventory opportunities

• Created a customer intimacy tool to ID areas for service improvement

• Created a customer-first approach while helping to increase revenue and profitable growth

>50% FasterOrder processing

>99% On-TimeOn-time performance with

supplier-managed-inventory customers

100% GrowthRevenue growth expected within five years

SAP S/4HANA helped us stop driving

in reverse – we can now look forward,

plan, and execute on the plan.

Scott Knote, CIO

Powell Electronics Inc.

Powell ElectronicsWholesale Distribution | NA



About the customer

Since 1946, Powell Electronics has followed an

unbroken record of growth to become one of

the world’s largest authorized distributors of

electronic components and value-added services.

https://www.sap.com/documents/2020/12/786a8681-bf7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• The primary business challenge was the revenue leakage due to the lack of an established mechanism

or system for customers to order subscription-based technical publications. The client’s legacy system

also provided a poor customer and employee experience due to multiple touch-points, several manual

activities, slow application performance, and unacceptable warranty / claims / returns / recalls creation

and processing times.

Customer Benefits

• Improved customer and employee experience with a single integrated Commerce and Service cloud

solution to place orders for technical publications and spare parts, warranty, contract, claims, returns,

and recalls processes

• Significant reduction in Warranty Claims and Returns processing time (50%)

• Real-time Warranty information availability across applications

• Streamlined order-to-cash process to address multiple commerce and revenue models

• Introduction of self service capabilities and increased transparency for customers to view their claims

and processing times

• Scalable and flexible modern architecture to support evolving business models and revenue growth

powered by SAP Customer Experience solutions

-50% Less TimeReduction in warranty claims processing time

Real-timeWarranty availability across applications

New Revenue ChannelFor technical publications business

PwC is proud to help our clients solve their most

important problems, drive operational excellence

and achieve their digital ambitions with the power

of SAP solutions.

“Michael Rasch

Global SAP Alliance Leader

Pwc

PwCProfessional Services | NA


SAP Service Cloud | SAP ERP


About the customer

At PwC, their purpose is to build trust in society

and solve important problems. As a network of

firms in 155 countries with over 284,000 people,

they are committed to delivering quality in

assurance, advisory and tax services.

https://dam.sap.com/mac/app/p/pdf/asset/preview/Cv81JRH?ltr=a


Business Challenges

Rheem Australia was looking to enhance both its direct and indirect customer experience by offering

integrated real-time applications across their sell-side supply chain. Rheem Australia has been using

SAP ERP for more than two decades and wanted to aggregate all sell-side interactions, services, and

insights into an integrated platform, which would ensure all customer touchpoints can access accurate

information in real-time.

Customer Benefits

Rheem Australia has improved every step of the customer journey, greatly enhancing the customer

experience. Starting with the first point of contact, customer service employees have a single view

of all customer information in SAP Sales Cloud and SAP Service Cloud. Similarly, field technicians

have access to the real-time information when completing a job in the field using SAP Field Service

Management and any action recorded in the field is updated in the relevant system immediately.

Sales team members can access and update information on any interaction with the customer from

any location while customers can log-on to the self-service portal to order, view the account information

like credit limits and invoices, see the status of their order and to raise a ticket to have any concerns

addressed. Rheem Australia has not only been able to streamline the sales, customer service and

field service processes but also significantly enhance Rheem Australia’s connection to customers

and staff by providing a single source of truth with consistent service and comprehensive answers

which includes B2B SAP Commerce Cloud for merchants and dealers.

With the SAP CX suite, in a short time Rheem Australia has been

able to use integrated technology to achieve increased customer

experience levels and have identified plenty of future opportunities

for further improvement in our customer experience journey.

“Stephen Foley, CIO

Rheem Australia

Rheem Australia Consumer Products | APJ



SAP Sales Cloud |

SAP Service Cloud |

SAP Field Service Management


About the customer

Rheem Australia sells and services its residential

and commercial water heater products through

competitive indirect sales channels.

11% UpliftIn revenue in one month through productivity and

efficiency improvements in field service management

41% ReductionIn cost to serve

Real-timeDelivery of reports that previously took seven days

to prepare

https://www.sap.com/about/customer-stories/rheem-australia.html


Business Challenges

• Build a new online channel for trade customers, previously served only by stores trading from

early morning to 5 p.m. and required to use phone or e-mail to inquire about stock availability

• Enhance the customer experience with expanded services

• Increase revenues and attract new customers, including DIY enthusiasts and smaller businesses

Customer Benefits

• A more convenient omnichannel e-commerce experience for trade customers, who can check

stock availability, view their personalized pricing, and place an order online at any time

• Better customer service, including through guest checkout and click-and-collect options

• Increased sales to consumers and small to midsize businesses

• Reduced total cost of ownership with a single flexible e-commerce solution for multiple businesses

• Greater brand recognition and visibility aided by better search-engine rankings

• Smooth rollout to more than 500 branches of the Jewson brand during the COVID-19 pandemic,

followed by a fast and efficient rollout to six more brands, including Gibbs & Dandy, with more

planned

+34% IncreaseIn website visitors in one year

+25,000 New

RegistrationsUsing SAP Commerce Cloud

500 BranchesSmooth rollout during COVID pandemic

SAP Commerce Cloud enables an agile

development framework with two-week release

cycles, helping us test new features efficiently

and evolve quickly to better serve our customers.

“Paul Stamp

Director of Digital Marketing

Saint-Gobain UK

Saint-GobainMill Products | EMEA N

SAP Commerce Cloud



About the customer

As the company behind the Jewson, Ideal

Bathrooms, and Gibbs & Dandy chains,

Saint-Gobain UK sells building materials and

equipment to trade professionals and DIY

enthusiasts across the United Kingdom.

https://www.sap.com/documents/2021/11/fe9604b0-057e-0010-bca6-c68f7e60039b.html

https://d.dam.sap.com/a/aisW4DT?rc=10


Business Challenges

• Improve stock-level visibility and forecasting capability for more accurate stock replenishment

• Optimize supply chain operations and shorten order fulfillment time

• Eliminate out-of-stock situations for seasonal articles through intelligent stock allocation

• Improve the customer experience across all sales channels

Customer Benefits

• High degree of process automation, helping manage a complex omnichannel retail business

with fewer staff and reduced total cost of ownership

• Increased performance visibility across business lines, with enhanced control of operating

expenses at the profit-center level

• Higher customer satisfaction and reduced customer churn

• Reduced IT complexity due to smooth integration between solution components

• Faster onboarding of new staff, thanks to intuitive applications

+40%-50% FasterCustomer order execution

-70% ReductionIn out-of-stock situations with better forecasting

and replenishment

+65% RevenueIncrease in revenue and cost visibility

-50% ComplexityReduction in operational complication

SAP for Retail solutions enable a first-

class experience along all touch points

of the customer journey – be it in one

of our restaurants, in-store, or online.

Before we implemented SAP solutions,

it was very difficult to see where our

business stood.

“Herbert Seckler

Founder and Owner

Weinhandel Sansibar

SansibarRetail | MEE


SAP Emarsys Customer Engagement |

SAP Bustiness Technology Platform |

SAP S/4HANA | SAP Analytics Cloud


About the customer

Based on the German island of Sylt, Weinhandel

Sansibar is a well-known tourist attraction and

restaurant with an award-winning food and wine

selection from around the world. Sansibar also

sells a range of delicacies and beverages as well

as luxury fashion items.

“ Now, we can see in real time our stock

situation, order fulfillment rate, and

profitability for each business entity and

distribution channel.

https://www.sap.com/documents/2022/03/9eb757c5-1d7e-0010-bca6-c68f7e60039b.html


Business Challenges

• Upgrade from the on-premise infrastructure supporting the Partner Benefits Catalog

• Eliminate the need for specialized maintenance expertise and processes

• Take full advantage of the capabilities of the SAP Commerce Cloud solution and other SAP offerings

Customer Benefits

• Migrated to SAP Commerce Cloud and achieved exceptional system stability

• Laid the foundation for future growth and innovation, with capabilities such as a cloud-native

landscape, a more reliable DevOps build, deployment processes aligned with product strategy,

automatic product security and operational patches, Dynatrace performance monitoring, and more

• Began collecting feedback with Experience Management solutions during the checkout process to

better serve the partner community

>42,000 VisitsStorefront visits in 2020

11 GBOf data migrated to the cloud

+15,000 PartnersUsing complete catalog and order services

that is innovative and mobile-ready

The migration to SAP Commerce Cloud lays the foundation

for future growth and innovation for our partner business.

The solution is closely aligned with SAP’s cloud-first strategy.

Camelia Cirjoi

Senior Director

SAP SE

SAPHigh Tech | MEE


Qualtrics Customer XM


About the customer

SAP SE is a German multinational software

corporation based in Walldorf, Germany, that

develops enterprise software to manage business

operations and customer relations.

https://www.sap.com/documents/2021/03/b65f23ff-d57d-0010-87a3-c30de2ffd8ff.html


Business Challenges

Their goal is to help their pharmacies run better businesses because ultimately that's how they

succeed as well. To do that they had to make sure that they made it easier for them to engage with

them on an online environment. In the past, their pharmacy partners had to place orders manually

or through a very antiquated ordering system. It was slow and inefficient and they weren't collecting

any experience data.

Customer Benefits

Now it's easier for their pharmacist to order from them:

• They have instant access to their information

• It makes them more responsive, more agile and able to give a better health outcome for

their patients

30% RevenueIncrease in share of revenue coming from customer portal

+49 ptsNet Promoter Score (NPS) increase since customer

portal launch

95% AdoptionRate of the new customer portal

64 MillionPossible combinations calculated to determine a

customer’s individual pricingSAP Commerce Cloud gives our pharmacies

direct access to our products, specials and

deals, and Qualtrics allows us to gather

feedback across our entire customer base at

every touch point in their ordering platform.

“Luke Shaw

Head of E-commerce

Sigma Healthcare

Sigma HealthcareWholesale Distribution | APJ


Qualtrics Customer XM


About the customer

Sigma Healthcare is one of the largest pharmacy

distributors and wholesalers in Australia. It is

also the owner of Australian pharmacy retail

brands: Amcal Max, DDS, Amcal and Guardian.

Sigma's online ordering system is great. It

ensures we have the medicines and health

care products that our customers need when

they walk in the door. And the personalized

pricing and promotions helped me run my

business better.

Brinley Hosking

Senior Pharmacist

Sigma Healthcare Customer

“


https://www.sap.com/documents/2019/11/ce12fe4e-727d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Grow brand awareness and optimize opportunities available in its direct-to-consumer sales channel

• Deploy advanced e-commerce and customer experience capabilities integrated with its

SAP ERP application

Customer Benefits

• Successfully established robust e-commerce websites in Canada, the United States, and Mexico,

implementing the suite of solutions in just 19 weeks

• Used its expanded online commerce capabilities to offer complementary furniture and décor

products from business partners who lack sophisticated e-commerce tools

• Laid the foundations to roll out the SAP Emarsys Customer Engagement solution and support

the delivery of highly personalized omnichannel experiences in the future

• Gained key insights into abandoned carts and completed transactions by capturing customer

feedback using the SAP Qualtrics CustomerXM portfolio

+25% TrafficPlanned increase in website traffic

One ApplicationIntegrated lead-to-cash solution connecting to its

SAP ERP application

19 WeeksLaunched multiple SAP Customer Experience products

to websites in Canada, US and Mexico

With our new e-commerce capabilities built

on SAP Customer Experience solutions,

we’re building stronger relationships and

delivering more value to consumers, and

we can now promote new product offerings

on the website before rolling them out to

other channels.

Claude Bernier, CIO

South Shore Industries Limited

South ShoreConsumer Products | NA



SAP Service Cloud | SAP Marketing Cloud |

Qualtrics Customer XM |

SAP Emarsys Customer Engagement



About the customer

Selling and delivering ready-to-assemble furniture

that combines quality and functionality with the

latest styles, South Shore Industries Limited has

been designing and manufacturing quality furniture

for more than 80 years.

https://www.sap.com/documents/2021/05/04de4f64-e17d-0010-bca6-c68f7e60039b.html

https://d.dam.sap.com/a/DGzJqvN?rc=10

https://www.youtube.com/watch?v=V2rD3vP28ts

See the roadmap

Release highlights

Find out about changes and updates in the latest

release of SAP Commerce Cloud.

Product road map

View the SAP Commerce Cloud product roadmap

and explore planned innovations, future features

and functionality.

Find out more about

the release highlights

Explore the latest release highlights &

product road map


https://www.sap.com/products/commerce-cloud/features.html#:~:text=features%20and%20functionality.-,See%20the%20road%20map,-Questions%3F%20Get%20in

https://help.sap.com/doc/1b1320cf14e5446eb37f8e6fc5575d6a/latest/en-US/58506bcc613f429d8ac14a2951737008.html


Business Challenges

Stiegelmeyer customers and internal technicians could only request spare parts via a platform without

prices and availability. The proprietary advice system was only available as an "island solution". In

order to network and digitize various processes, the company decided on the flexible solutions from

SAP Commerce Cloud and B4B Solutions as their SAP partner.

Customer Benefits

SAP Commerce Cloud was used to build a new customer portal, reliably delivering quality products and

spare parts to customers around the world. The customer experience brings all the data collected

through SAP systems. The technician and customer service representatives get all the relevant data

for each customer’s purchased. Now using SAP for over 22 years, it’s evident that SAP plays an

important role and is a good partner.

Together with the customer experience experts from B4B Solutions, a modern and efficient spare parts

management based on SAP Commerce Cloud was set up and the customer experience for customers

and service technicians was sustainably improved.

360˚ ViewOf customer and technical data

Modern & EfficientA new customer experience was sustainably improved

New Sales ChannelIntroduced a new B2B portal that now supplies spare

parts for their products

It is crucial for us to have a 360˚ view

of the customer, so that they can fully

engage with Stiegelmeyer. With SAP

and B4B, we’ve been able to perfectly

implement this step into the future.

Andreas Held, Director of Service

Stiegelmeyer GmbH & Co. KG

StiegelmeyerMill Products | MEE

SAP Commerce Cloud



About the customer

The Stiegelmeyer Group manufactures

and supplies high-quality beds and

furniture for hospitals, nursing homes

and rehabilitation centers.

https://www.sap.com/assetdetail/2022/03/08e117c8-217e-0010-bca6-c68f7e60039b.html

https://d.dam.sap.com/a/HLSfVuc?rc=10

https://www.sap.com/assetdetail/2022/03/08e117c8-217e-0010-bca6-c68f7e60039b.html


Business Challenges

• To ensure that Swinkels Family Brewers can offer the right beer at the right time, they want to get

to know the consumer better.

• That’s quite a challenge because we live in a digital world in which consumers are in control and

decide for themselves when they want to make contact with us. That might be in the supermarket,

but it could also be in a bar or a web shop of course. Therefore, Swinkels need to be ready at any

time that consumers wish to connect with them.

Customer Benefits

• Swinkels enlisted Acorel and SAP to help them develop the intelligent brewery and to ensure that

the systems and processes are properly aligned with each other, from grain to glass and from

barley to bottle.

• Swinkels Family Brewery is currently taking the first step by saying goodbye to separate solutions

and outdated systems. They will be switching to a single system in the cloud in which sales,

service, marketing, e-commerce, are fully integrated. This will give Swinkels a clear picture of it’s

customer base throughout the organization and enable it to fulfill its promise.

Intelligent BreweryInnovative to keep up with the latest developments

Single System in the

CloudWith a single view of the customer throughout

the organization

Swinkels Family BreweryConsumer Products | EMEA N


SAP Sales Cloud |

SAP Service Cloud |

SAP Marketing Cloud


About the customer

Swinkels Family Brewers is one of the world’s

oldest family-owned brewers in the

Netherlands. They produce brew brands such

as Bavaria, Palm and Cornet.

With SAP customer experience, we keep up with the latest developments and innovate,

and Acorel is providing outstanding support with the digital transition. They understand our

brewery and our customers, and know how to properly align the system and processes.

They know how to include our people in the process. In this way, we ensure together that

Swinkels family brewers can offer a suitable beer at any given moment.

Stijn Swinkels, Member of Board of Directors

Swinkels Family Brewers

https://dam.sap.com/mac/app/p/video/asset/preview/cn5gxFV?ltr=a


Business Challenges

Swiss Life and Swiss Life Select wants to engage more with their customers and sales advisors through

a modern digitally integrated customer experience platform. It is the change in customer behavior that

Swiss Life and Swiss Life Select addresses with the modern end-to-end customer processes.

Customer Benefits

Despite the COVID-19 pandemic, a fully remote implementation of a multi-cloud solution from SAP,

including SAP Commerce Cloud, SAP Marketing Cloud, SAP Sales Cloud and SAP Service Cloud,

was achieved with the help of SAP Services and Support. This modern digitally integrated customer

experience platform now enables the insurance company to simplify its sales advisory processes

and focus even better on the needs of its customers.

End-to-EndSales process with multi-cloud SAP CX solution

Under BudgetSAP Service & Support delivered the project on time,

in budget, on scope, and the project succeeded!

We have arrived to a really co-creation approach with SAP Services.

Our feedback is really being used to also shape the first roadmap of

the development for SAP Customer Solutions which is an even better

fit for the financial services industry.

“Marc von Wartburg

Head End2End Customer Processes

Swiss Life & Swiss Life Select

Swiss LifeFinancial Services | MEE



SAP Sales Cloud |

SAP Service Cloud |

SAP Services & Support

Access the Video

About the customer

Swiss Life is Switzerland’s largest life

insurance company.

https://www.sap.com/assetdetail/2021/10/ea1afcfa-fd7d-0010-bca6-c68f7e60039b.html

https://www.sap.com/assetdetail/2021/10/ea1afcfa-fd7d-0010-bca6-c68f7e60039b.html


Business Challenges

Clients benefit when addressing the challenge of a seamless comprehensive customer journey across

multiple SAP Customer Experience Cloud solutions: Commerce, Marketing, Customer Data, Analytics

and Qualtrics. By surrounding the customer with robust SAP cloud solutions, TA Digital strives to provide

unapparelled customer experiences and a single 360-degree view of their customers and prospects

where they are currently poorly articulated.

Customer Benefits

• Shorten sell cycle from months to weeks

• Full SAP Customer Experience solution across multiple cloud solutions from SAP as a single

demonstration with an integrated complete customer experience solution

• The overall cost to the client is reduced by leveraging pre-built components and integrations

• Seamlessly integrated SAP Customer Experience solutions, ready to deploy in any aggressive

schedules with outsourcing operations with a less time to deploy and a quick ROI

• Engage the customer in all the touchpoints with an application agnostic enriched customer

experience with ML addon on Context driven services

• A single person can demo and speak to the SAP Customer Experience solution

• Business owner has a single login and ability to admin the entire SAP Customer Experience solution

• Marketing team can setup marketing campaigns and admin the commerce pages quickly

75% ReductionIn the time it takes to create a custom

multi-cloud demo for prospects

1 PersonCan demo and speak to the

SAP Customer Experience solution

Months to WeeksShortened sales cycle

Best demo I have seen in my tenure at SAP.

James Gewargis, VP of Sales

SHURE was a huge WIN!I knew TA Digital and

their Nexus solution would give me the best

chance to win!

Derek Lane, CX AE

“

TA DigitalProfessional Services | NA




SAP Analytics Cloud | SAP Qualtrics


About the customer

TA Digital is a global full-service digital agency

focused on creating compelling, authentic

experiences. We transform enterprises by focusing

on data, content, and experience. TA Digital’s

Nexus solution is powered by SAP, where their

clients include Bose, Abbott, Tesla, and Experian.

I'm never demoing SAP CX without TA and

Nexus again!

Will George, CX SE

All of our demos to SHURE were a 2. The

Nexus demo was a 9+.

Joe Harzich, IAE SHURE

The demo from SAP & TA was by far the best

from all solutions we evaluated.

John Bavuso, VP Commerce SHURE

https://dam.sap.com/mac/app/p/pdf/asset/preview/WSf1hwC?ltr=a


Business Challenges

• A seamless customer experience, from product discovery to customer service

• Automate and integrate all manual offline processes for customers, dealers, and employees

• A unified view for management and service technicians and a unified customer portal to

provide transaction and fleet data

• Lower operations costs

Customer Benefits

• Unified view of transactions ensures enhanced governance and transparency and adds to

paperless initiatives

• Seamlessly integrated systems and applications with data sources increased ease of operations

• Significant reduction in turnaround time across processes with the help of robust and scalable

SAP architecture

• Spartacus implementation helped provide a better customer experience and increased

competitiveness in the market

• Single and real-time integrated solution with SSO capability with different online portals

• Unified and centralized data management

50% ReductionReduction in time taken for onboarding new dealer

2x GenerationService tickets have become twice as fast

50% Time SavedReduction in time to generate a quote

TATA Hitachi wanted to disrupt the

customer experience during the pandemic

era with a special focus to the rural

customer who are not very familiar with

digital platforms.

“Ram M. Iyer

AVP and Head of Customer Support

TATA Hitachi Construction

Machinery Company

TATA HitachiAutomotive | APJ


SAP Sales Cloud |

SAP Service Cloud |

SAP Business ByDesign | SAP BI/BW


About the customer

TATA Hitachi Construction Machinery Company

Private Limited is the leader in construction

equipment in India, enhancing the operational

performance of its customers, as well as improving

profitability and competitiveness with its solutions.

The transformation enabled a single,

unified customer experience for all

transactions across all the stakeholders.



Business Challenges

• Improve e-commerce website usability, performance, and reliability, boosting customer registrations

• Create an omnichannel experience for business-to-business customers, smoothing connectivity

with Intelligent ERP

• Overhaul legacy business processes in line with its customer-first ethos

Customer Benefits

• Designed an intuitive user experience, allowing customers to complete end-to-end transactions

on the website, including variant product configurations

• Created omnichannel experiences, with consistent pricing and product information drawn from

Intelligent ERP

• Improved website performance and increased reliability

+30% EfficiencyMore efficient website checkout processes thanks to

the lean integration with SAP S/4HANA

6x ProductsProcess of adding new products (SKUs) to the website

3x FasterProduct search results displayed on the website

With the SAP Commerce Cloud solution

integrated with SAP S/4HANA, we have

smoothed the purchasing experience for

customers with product information

for more than 65,000 stock-keeping units

embedded in the e-commerce experience.

Chad Hall

Software Product Manager

TESSCO Technologies Incorporated

Tessco TechnologiesTelecommunications | NA



Access the Innovation Award Deck

About the customer

TESSCO Incorporated supplies wireless

communication products. The Company provides

cable and transmission lines, small towers,

lightning protection devices, connectors, power

systems, enclosures, grounding, jumpers, and

miscellaneous hardware products. TESSCO

serves customers in the United States.

https://www.sap.com/about/customer-stories/tessco.html

https://www.sap.com/documents/2021/04/d2af5d17-037e-0010-bca6-c68f7e60039b.html

https://www.youtube.com/watch?v=ncGGBawryU0


Business Challenges

• A modernization and transformation of the whole company by tackling new approaches on

several levels was the overall goal of the project

• A legacy e-commerce platform in the U.S. needed replacement so that scaling sales would

be possible, as well as the introduction of more products, different payment methods, as well

as offsite-onsite marketing capabilities

• The implementation of new digital touchpoints, along with a transformation of sales, and

an integration with ERP

Customer Benefits

• Responsibilities are now situated closer to the customers, and IT is much closer to the business

• Sales can transform to serve more as requirements engineers when putting processes and

data into supportive structure, rather than rely on individuals

• Without the technical limitations employees now come up with a lot of ideas about further

improvements, since technically and functionally anything is possible

• IT can scale: A new e-commerce platform serves the customers, and allows for scalability and

added functionality not possible before

• IT architecture is more secure and allows for better integration of e-commerce with ERP

+20% RevenueIncrease from e-commerce portal

Secure & IntegratedIT architecture is more secure and allows for better

integration of e-commerce with SAP ERP

200 QuotesPer month

Information technology is a core element

in the holistic transformation of our whole

company. In our projects we put a lot of

emphasis on learning and building know-

how within the company, to the end that

technology becomes a core competence

of our business.

“Ilse Henne

Chief Transformation Officer

thyssenkrupp Materials Services

thyssenkrupp Materials Svcs. Wholesale Distribution | MEE



About the customer

thyssenkrupp Materials Services is the largest

mill-independent materials distributor in

the Western world, striving for high delivery

performance and material quality.

This way we see the implementation

of e-commerce as a driver for the

transformation of our business.



Business Challenges

• Consolidate seven ERP systems across nine countries in one cloud-based solution to enable

standardized processes, efficiency improvements, and real-time data

• Improve the customer experience and better support sales and marketing teams through integrated

data, automation, and greater visibility across all channels

• Enable scalability and speed of growth

Customer Benefits

• Integrated, accurate, and real-time data across the enterprise, aiding faster reporting and

greater agility

• Streamlined sales and marketing processes, from sales quote to order, and more consistent branding

• Improved processes and greater automation, increasing efficiency and reducing manual effort

• Reduction in inventory risk, easier identification of unproductive products, and ability to carry

less inventory

• A 360-degree view of the customer, helping sales teams make speedy, well-informed decisions

500% Expanded User base since implementing SAP Commerce Cloud

+25% ReductionIn time for full regional consolidated month-end closing

+42% OrdersAutomated in one country, up from 18%, and

increasing rapidly

What has changed with SAP S/4HANA

Cloud and SAP Customer Experience

solutions? What hasn’t changed! We’ve

matched almost every process with best

practices from SAP and gained real-time

visibility. The transformation is amazing.

“David de Jong

Senior Project Manager

Topcon

TopconWholesale Distribution | NA

SAP Sales Cloud |



SAP S/4HANA Cloud |

SAP Analytics Cloud



About the customer

Topcon is on a mission to help close the

infrastructure gap caused by a growing

world population. Topcon’s products pin

down exactly where things are, so builders,

farmers, and other customers can work

precisely and automatically.

https://www.sap.com/documents/2021/11/94b6d447-067e-0010-bca6-c68f7e60039b.html

https://d.dam.sap.com/a/7ABNmgV

https://www.sap.com/assetdetail/2021/12/4c2bbc17-097e-0010-bca6-c68f7e60039b.html


Business Challenges

• Address production, supply chain, and commerce challenges brought on by rising demand for PPE

• Eliminate manual data queries, which are time-consuming and stressful for workers

• Prioritize automation and intelligent technology and investment in digital transformation

• Provide the 225 billion pairs of gloves the world currently needs

Customer Benefits

• Ability to handle a 2.5-fold increase in online traffic due to COVID-19

• Simple, user-friendly, self-service portal to manage invoicing, billing, sales orders, financials, shipping,

and other logistics-related queries

• Proactive monitoring to identify high-traffic situations and establish measures to maintain business

continuity

• Recommendations identified at the start of the pandemic, including doubling the usage of data

transfer units and implementing over a weekend, with minimal downtime and no business disruption

• Long-term plan to prioritize automation, intelligent technology, and digital transformation by investing

in additional SAP Customer Experience solution

2.5x TrafficIncreased online traffic managed with

SAP Commerce Cloud

80.2 MillionGloves produced and managed the spike demand

during the COVID 19 pandemic

Critical ToolsSAP Commerce Cloud has been critical to the ability

to manage demand during the COVID-19 pandemic

SAP Commerce Cloud has been critical to

our ability to manage demand during the

COVID-19 pandemic. The second phase of the

journey will enable customers to place orders

online and further streamline processes with

other SAP Customer Experience solutions.

“Ng Yong Lin

Director, Joint Management Committee

Top Glove Corporation Bhd

Top GloveLife Sciences | APJ

SAP Commerce Cloud


Access the Video

About the customer

The world’s largest manufacturer of nitrile gloves

and also a producer of natural rubber gloves

and surgical gloves, Top Glove Corporation Bhd,

is committed to producing essential personal

protective equipment (PPE) in the fight against

COVID-19.

https://www.sap.com/documents/2020/11/a82791fa-bc7d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2020/11/2af40fdd-bc7d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2020/11/2af40fdd-bc7d-0010-87a3-c30de2ffd8ff.html


Business Challenges

Travel Retail Norway wanted to explore the possibility of providing their loyal customers with an additional

level of service, they decided to digitalize the customer’ tax-free experience with ‘Click and Collect’.

Customer Benefits

• On the taxfree.no website, customers can preorder products online the same way products

would be ordered in any other web shop.

• Customers place a pre-order, TRN packs the goods, and upon arrival at the store, the customer

scans their boarding pass, pays and picks up their products.

• The digital value is not merely found in the ‘click and collect’ orders, but also in the fact that this offers

TRN’s customers the opportunity to get familiar with the assortment before they visit their store.

• TRN has plenty of orders and are busy collecting products for their customers.

Click & CollectPreorder products online the same way you would order

products in any other web shop

100% UptimeWith a high level of security delivered by their SAP

Partner Pearl

Optimal ExperienceThe system can withstand large variations, seasonal

fluctuations, and huge promotional campaigns

To ensure that the project is a success

for TRN, it is crucial to have a partner

like Pearl, who not only understands

the system but also has the necessary

insight and understanding related to

retail and all e-commerce possibilities.

Our collaboration with Pearl is working

seamlessly. They are flexible, available,

and they are good at identifying

solutions.Thomas Aalerud, Web Manager

Trade Retail Norway

Travel Retail Norway Retail | EMEA N

SAP Commerce Cloud


About the customer

Travel Retail Norway AS is a Norwegian limited

liability company that conducts tax-free trading

at airports, both in its own stores and through

the distribution of goods for resale.

In addition, they offer a high level of

security that has been excellent, including

continuous monitoring and systems

with 100% uptime. I would definitely

recommend Pearl and SAP Customer

Experience to anyone who is considering

a similar solution.

https://dam.sap.com/mac/app/p/video/asset/preview/A2VXVEA?ltr=a


Business Challenges

• Enable a fast, convenient digital shopping experience, where customers can scan items and pay

from their mobile device

• Use customer data to offer personalized recommendations and enhance loyalty programs

• Start with a small pilot store and flexibly scale the solution as new opportunities arise

Customer Benefits

• From onboarding and addressing to error handling and billing: SAP Customer Experience covers

everything

• The SAP Customer Data Cloud houses the data actively provided by customers

• All requirements of the EU General Data Protection Regulation are fulfilled

• The SAP Commerce Cloud serves as a web shop: Customers use their app to access the store

and scan the goods directly into their mobile phones

• Valora creates personalized shopping offers with the help of the SAP Marketing Cloud

• The flow of goods and finances is managed centrally in SAP ERP

+20% CustomersIncrease in new registered customers

6 MonthsTo launch the first live autonomous store pilot

100% GDPR Compliant All requirements of the EU General Data Protection

Regulation fulfilled

SAP Customer Experience solutions are

at the heart of avec box. Thanks to the

innovation and dedication of SAP and its

partners, we can now offer customers a

more pleasurable and convenient shopping

experience that suits their schedules –

day or night.

“

ValoraRetail | MEE






Access the 2nd Success Story


About the customer

Valora is a Swiss retail holding company. Press &

Books, k kiosk, avec, Ditsch, and BackWerk are

just a few of the Valora Group's 2,700 or so retail

outlets located at many highly frequented

locations.

SAP Customer Experience solutions are

helping us take retail to the next level

in Switzerland. And, because we are using

a combination of intelligent technologies

integrated by SAP Business Technology

Platform, we can continue to realize new

business concepts in record time.

Dirk Muehlhaeuser

Head of Retail IT

Valora

“

https://www.sap.com/documents/2020/02/347c3f83-877d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/documents/2021/04/9c274ed9-dc7d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/documents/2020/04/ccd35d17-037e-0010-bca6-c68f7e60039b.html


Business Challenges

Retail in general is a very competitive industry. Virgin Megastore Dubai is always looking to discover

new, cool and top earning products, fun and easy for customers, and then seamlessly done as a retailer.

In order to stay on top of trends that customers are demanding, Virgin Megastore Dubai needed a

reliable, scalable solution. Virgin Megastore Dubai is growing and expanding, so the system they

needed had to allow customers from anywhere to use it. They needed a system that didn’t need a lot

of work around implementation and running it. They needed features and functions that could be

implemented quickly without hassle.

Customer Benefits

SAP technology is the backbone of their omnichannel implementation. With SAP Commerce Cloud the

customer has full visibility into the inventory and can launch innovative customer experiences to deliver

any product, from any store, to any destination. It gives the company piece of mind because they don’t

have to think about the platform. They can concentrate on delivering a better experience and bringing

new features everyday. Now they are going live with 1:1 video chat.

They are now expanding their business in many ways. SAP technology is reliable, scalable, can be run

from any country and doesn’t require to build it by scratch, so they can focus on the business.

Going GlobalVirgin Megastore Dubai is enabled to sell any product,

to anyone, anywhere

Scalable and ReliableSAP Commerce Cloud allows the business to quickly

run without continuous effort

Daily UpdatesNew features such as 1:1 chat and mobile options

are delivered every day

Virgin is a fun enabler for their customers,

and SAP technology is an enabler for Virgin

Megastore Dubai with their customers, making

it easy to deliver FUN for their customers.

Thomas Prom

Head of Omnichannel

Virgin Megastore

Virgin Megastore Dubai Retail | EMEA S

SAP Commerce Cloud



About the customer

Virgin Megastore is the leading entertainment

lifestyle retailer in the MENA region. With

over 40 stores in 9 markets in the Middle East

and North Africa.

https://www.sap.com/assetdetail/2022/05/6a6e9e0e-297e-0010-bca6-c68f7e60039b.html

https://d.dam.sap.com/a/5F4hVrF?rc=10




Business Challenges

• Implement a technological environment to support a fully digital experience for younger customers

• Use built-in software functionality to help meet telecommunications industry requirements

• Offer a self-care environment where customers can perform all the necessary operations (bill

payment, consultation, change of service, and personal information update)

• Enable an e-care team to support requests using intelligent chat

Customer Benefits

• Increased millennial customer satisfaction with the Zuny brand, which offers a completely digital

experience from acquisition through consumption to care, while meeting industry standards

• Faster installation, greater flexibility with on-demand video consumption, and better customer

care with self-care, e-billing, and online options

• Increased employee productivity enabled by a single view of the customer and a unified platform

100% DigitizedCustomer journey

-576% ReductionIn video install cycle times (from approximately

four days to less than 10 minutes)

+71% EfficiencyIn IT with only four employees needed to manage

Zuny systems, versus 14 employees for a

comparative legacy deployment

The success of the Zuny brand is key for

our company. With SAP Commerce Cloud,

telco and utilities accelerator and

SAP Billing and Revenue Innovation

Management, we were able to deliver an

intuitive, complete digital user experience.

“Soufian Hadouch

Director IT Solution Delivery

VOO SA

VOOTelecommunications | EMEA N


SAP Conversational AI |

SAP Billing and Revenue Innovation

Management


About the customer

Belgian telecommunications company VOO SA

prides itself on putting the customer first

with speedy broadband service, a rich mine of

TV content, and a generous mobile and

landline service.

https://www.sap.com/documents/2021/12/02a96220-0d7e-0010-bca6-c68f7e60039b.html


Business Challenges

• Ambitions growth targets – treble in size in the next few years through organically growth

and acquisitions – demanded for a suitable solution that is able to scaled. Old systems

were good but not scalable.

Customer Benefits

• Delivering growth for B2C and B2B customers leveraging SAP Commerce Cloud

• Agents and customers are using the same platform what can be expand into the future

• Focus on customers to make their experience better through connecting back end

systems to give and enable them in products and services

• Offer the customers analytics for valuable insights

• Onboarding acquired companies much faster

One PlatformFor B2B and B2C customers across multiple channels

360° ViewView of the customer behavior and purchases

100% On BudgetAnd on time including integrating the back office to

the front office

SAP Commerce Cloud is enabling

Williams to deliver growth for

both our B2B and B2C customers,

across multiple channels in one

single platform.

Craig Kayes

IT Director

Williams Medical Supplies

Williams Medical Supplies Life Sciences | EMEA N

SAP Commerce Cloud

Access the Video Story

About the customer

Williams Medical Supplies, market leader

supplying GP surgeries and primary care

organizations with products and services

within the UK.


https://www.sap.com/assetdetail/2019/09/34499dba-667d-0010-87a3-c30de2ffd8ff.html

https://www.sap.com/assetdetail/2019/09/34499dba-667d-0010-87a3-c30de2ffd8ff.html


Business Challenges

• Deliver a consistent, high-quality customer experience across all channels

• Meet the needs of tech-savvy buyers, who expect a 24x7, self-service e-business experience

• Support long-term customer acquisition and loyalty by offering high-quality, customer-centric

online support across the customer lifecycle

Customer Benefits

• Instant customer access to accurate and up-to-date quote and order history, order status,

product information, engineering drawings, packing slips, invoices, and so on

• Saved lists that make reordering simple, quick, and error-free

• Ability for customers to start on one channel and pick up where they left off on another

• Simple custom navigation for configured products that makes finding the right product much easier

• Pricing on a wide variety of products now accessible to customers without calling or e-mailing

• Faster response time to customer inquiries, whether online or over the phone

• Less time spent on standard orders, freeing up time for more complex customer applications

Minutes vs HoursTo get quotes

>30% RegisteredCustomers in one year

x2 RevenueQuote-conversion rate from online sales within

the first year

With SAP Commerce Cloud, we have the

foundation to offer our customers solutions

that truly meet their needs, with the same

outstanding experience no matter what

they buy. And we have the ability to rely

on a single engine for product, sales, and

production logic.

“Susan Erler

Product Manager – Punching/My Account

Wilson Tool International

Wilson ToolIM&C | NA


SAP Variant Configuration and Pricing



About the customer

Wilson Tool International, based in Minnesota,

United States, is the only company specializing

in manufacturing tooling solutions for punching,

bending, and stamping.

https://www.sap.com/documents/2021/11/9adecb13-067e-0010-bca6-c68f7e60039b.html

https://d.dam.sap.com/a/oif61xJ?rc=10


Business Challenges

Yáneken set out to create new online storefronts for some of its most popular brands, which it hoped

would drive greater sales and new business growth. But first, the company would need to deploy a new

technology platform capable of supporting the processes and technology necessary for omnichannel

shopping experiences. They had the following objectives:

• Implement a new technology platform that can support end-to-end core processes

• Increase the e-commerce presence and create sales channels for popular individual brands

• Improve the customer experience and boost online sales (in 2019, just 2% of all sales were online)

Customer Benefits

• Began providing highly personalized, omnichannel shopping experiences

• Launched individual online storefronts for three brands: Crocs, Bamers, and Belsport

• Generated 231% more site traffic, including a significant number of new visitors

• Increased average customer spend by more than 65%

• Increased average order value from new customers to 10% of revenue

+627% SalesMore online sales in 2020

Greater RevenueIncrease of revenue from up-selling and cross-selling

+231% TrafficGenerated more site traffic, including a significant

number of new visitors

We’ve created stellar online retail experiences that keep our

customers happy and coming back. SAP S/4HANA Retail

for merchandise management helped bring Yáneken and our

brands into the digital age with reliable e-commerce.

“Sebastian Gebhardt

Sales Director

Yáneken

YánekenRetail | LA


Retail for Merchandise Management |

SAP Customer Activity Repository |

SAP Services and Support


About the customer

Yáneken is a family-owned business that

empowers people to stay true to their lifestyle,

delivering satisfaction and style to customers

through the commercialization of recognized

brands such as Nike, Puma, Adidas, Oakley,

Crocs, Roxy, and Quiksilver, among others.

https://www.sap.com/documents/2021/04/b0bd5034-da7d-0010-87a3-c30de2ffd8ff.html

Start here

Product documentation

View documentation on product onboarding,

implementation, extensibility, and more in

SAP Help Portal for SAP Commerce Cloud.

Learning journeys

Find the right training and certification with our visual learning

guides, and map out the best learning plan for you and your

team with courses tailored to different roles.

Visit SAP Help Portal

Help & Support Get to know SAP Commerce Cloud better

and gain insights into the future direction.

Visit the Onboarding Resource Center

Newsletter

Subscribe to the SAP Commerce Cloud newsletter

to get the latest news, trends, and release information

in your inbox.

SAP Services and Support

Run SAP solutions at peak performance with services, including

onboarding resources, embedded teams, remote support, self-

services, and innovation strategies.

Subscribe now


https://help.sap.com/doc/221f8f84afef43d29ad37ef2af0c4adf/HP_2.0/en-US/500997f57a2610149230bf1c5b406d7c.html?url_id=ctabutton-gl-cxwebsite-commerce-getstarted-2boxes

https://help.sap.com/viewer/product/SAP_COMMERCE_CLOUD/SHIP/en-US

https://support.sap.com/en/product/onboarding-resource-center/cxsolutions.html

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SAP CX Value Stories - SAP Commerce Cloud

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Transcript of SAP CX Value Stories - SAP Commerce Cloud