Consumer Products Industry & CX Value Stories

This flipbook highlights success stories of companies in the Consumer Products industry. Gain a deeper understanding of the experience, financial and operational advantages that result From implementing SAP end-to-end Solutions to support your transformation to an intelligent enterprise.

Customer Experience Value Stories

Consumer Products

Are you ready to plan, analyze, and optimize sales channels to drive more profitable growth?

This flipbook highlights success stories of companies in the Consumer Products industry. Gain a deeper understanding of the experience , financial and operational advantages that result From implementing SAP end-to-end Solutions to support your transformation to an intelligent enterprise. eBook questions? Email: Laryssa.Fonzo@sap.com

Visit the Consumer Products Industry on SAP.com

Visit Customer Experience for Consumer Products

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The new world of consumer products requires innovation to maintain profitable growth. Today, consumer products companies are challenged by inefficiencies in B2B sales,

customer & consumer information gaps, and

continuous disruption from direct-to-consumer brands.

Industry Trends The road to the new era of Consumer Products

Channel shifts driving ecommerce, and limiting on-premise 70% of consumers believe marketplaces are most convenient

Market pressures, high costs and supply chain issues driving scrutiny on investments 35% Wholesale Cost Increase .

Consumer preferences shifting faster with recession fears

v Urgent need to personalize engagement with first party data 71% of consumers want personalization

80% will change spending

Source:: Mirakl

Source:: Mckinsey

Source: Consumergoods.com

Source:: consumergoodsassisiation.org

The new era of Consumer Products: Customers are changing

The current political and economic climate is affecting the global supply chain. B2B customers need even more accurate stock and delivery information which leads to new requirements for demand and supply management and front- and back-office integration Leading consumer products companies also address inefficiencies, lower the cost-to-serve across the system, and allocate investments very causally with proven ROI in plan whether it's trade promotion, product or marketing,

Read the “Defining the Next Era of Consumer Products” Solution Brief

Read the “The future of packaging in the circular economy” Whitepaper

Read the “Accelerate the shift to a sustainable supply chain” Report

Promote Sustainability and Reuse

Focus on Consumer and Customer Centricity  Marketing & Sales Budget Management  Unified Consumer Profile  Personalized Experiences

Strategic Priorities Attain your organization’s vision

 Recommerce  Remanufacture  Traceability  Responsible Design & Production

Transform with Sales and Service Excellence  Buying Experiences  Omnichannel Order Management  Return Management  Omnichannel Customer Service

Enable Channel-Less Commerce

 Buying Experiences  Omnichannel Order Management  Return Management  Omnichannel Customer Service

Enable Channel-Less Commerce Enable a seamless digital commerce experience independent of the transactional channel

Transform with Sales and Service Excellence Transform CRM to power charge sales & service teams

+30% increase in sales in 3 years with a new order placed every 3 seconds

Focus on Consumer and Customer Centricity Prioritize the needs, preferences, and experiences of customers in all aspects of a business

Promote Sustainability and Reuse Meet the demand of sustainable products to differentiate and strategically grow the business

Success Strategies Achieve your business goals effectively

+59% increase in contactable contacts and +20% open rate lift in open rate for e-mail campaigns

Provide visibility about product sourcing and allow circular economy

Dominate and differentiate in the consumer goods market with SAP solutions • Focus on Consumer and Customer Centricity • Increase revenue by optimizing direct relationships with both B2C and B2B customers • Enable Channel-Less Commerce • Manage growth, reduce cost-to-serve and improve execution across digital channels • Transform with Sales and Service Excellence • Increase margins while reducing cost to serve B2B customers across route to markets • Promote Sustainability and Reuse • Reduce environmental impacts across the entire value chain and promote circular economy

GROW with SAP

CX on SAP.com

RISE with SAP

Intelligent CX Harmonize and configure business processes, applications and innovation to create the intelligent, sustainable enterprise

Customer Engagement

Service

Digital Core

Sales

Business Processes

Technology

Customer Data

Partner Ecosystem

Industry Prebuilt Solutions

Commerce

Align front-to-back office business processes to deliver seamless end-to-end omnichannel-experiences with a connected, insightful and composable technology platform with industry specialization built in.

Intelligent CX from SAP Be amazing every time

Find the best SAP Partners to meet your unique needs Insightful AI-powered analytics allow you to deeply understand your customers to make the best business decisions Industry-Tailored Tailored solutions meet the most critical needs of your industry and your customers and maximize your investment in SAP Connected Deep integrations across solutions connect operational data with customer experiences to engage customers, anywhere they are with the appropriate resources Adaptive Composability and a vast partner ecosystem empower you to build to your unique requirements and move fast

Profitable commerce – everywhere –

Customer engagement that wins lifetime loyalty

Trust and engagement with customer data solutions

Learn more about industry trends, challenges, and

opportunities, while exploring customer success stories with SAP Customer Experience and Industry solutions.

Search Consumer Products Stories by Sub-segment

Durable Goods

Apparel & Footwear

FMCG / Food & Bev Household and Personal Care

B/S/H Home Appliance

ALDO

Char-Broil

Aēsop

Carhartt

DeLonghi

Coca Cola Hellenic Bottling

Nike Hong Kong

DJI

Danone

PUMA

Elkjøp

Ferrara Candy Company

(adidas) Runtastic

Gibson Brands

HOFMANNs

Hisense Group

MHP

Miele Professional

Molton Brown

Versuni

Nestlé S.A.

Analyst Ratings

Nestlé Professional

SAP Store

Swinkels Family Brewery

Vileda

SAP Partners

Yurun Group

Wella

Help & Support

Search Consumer Products Stories by Product

SAP Commerce Cloud

SAP Services & Support Fabindia Hisense Group Nestlé Professional Yurun Group

SAP S/4HANA – SAP ERP / BTP Integrations B/S/H Home Appliance Group

SAP Emarsys Customer Engagement

SAP Sales Cloud HOFMANNs MHP

Aēsop Australia

ALDO B/S/H Home Appliance Group Carhartt Elkjøp Fabindia Hisense Group HOFMANNs Miele Professional Molton Brown Nestlé S.A. Swinkels Family Brewery Versuni Vileda Yurun Group

ALDO Char-Broil DeLonghi DJI Ferrara Candy Company Gibson Brands HOFMANNs Molton Brown Nike Hong Kong PUMA Runtastic Swinkels Family Brewery Versuni Wella

Miele Professional Nestlé Professional Swinkels Family Brewery Vileda

Carhartt

Elkjøp

Fabindia Hisense Group HOFMANNs MHP Nestlé S.A. Versuni Vileda Wella

SAP Industry Cloud & other SAP solutions ALDO B/S/H Home Appliance Group Fabindia Ferrara Candy Company Nestlé Professional Nestlé S.A. Versuni

SAP Service Cloud

DeLonghi

Elkjøp Swinkels Family Brewery Versuni Vileda

SAP Customer Data Solutions Coca Cola Hellenic Bottling Danone Ferrara Candy Company Versuni

Apparel & Footwear Value Stories

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ALDO Consumer Products | NA SAP Commerce Cloud SAP Emarsys Customer Engagement SAP CAR

Consumer Products

The Aldo Group is a Canadian multinational corporation retailer that owns and operates a worldwide chain of shoe and accessories stores. There are three retail banners: Aldo, Call It Spring/Spring and GLOBO. The company has stores in Canada, the U.S., the U.K., and Ireland, as well as international franchises.

Increased Customer loyalty Smoother Shopping experiences

Headquarters Canada

Products Footwear, handbags, and accessories

Web Site aldo.com

Business Challenges • Offer shoppers the right products based on availability, location, segmentation, and preferences in a fast- changing retail industry and a challenging economic environment • Link e-commerce, point-of-sale, and ordering solutions to support a better customer experience • Support sustainability initiatives to help achieve net-zero emissions by 2050 Customer Benefits • Better management of sales at peak periods and a better online consumer experience with improved product discovery, personalized offerings, and smoother checkout • Increased responsiveness to changing consumer expectations thanks to composable solutions offering the flexibility to target specific components within one unified system • Plans to use AI to provide tailored recommendations to customers and improve demand forecasting, inventory management, and resource allocation thanks to high-quality, accessible data that combines product, inventory, CRM, and transactional information

“SAP Commerce Cloud, SAP Customer Activity Repository, and SAP Emarsys Customer Engagement are helping us improve the shopping experience and grow loyalty so we can walk the walk to deliver what the consumer expects.”

Read the Success Story

Gregoire Barat VP, Digital Products and Experience ALDO

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Carhartt Consumer Products | NA SAP Commerce Cloud SAP S/4HANA | SAP Preferred Success

Consumer Products

Carhartt, Inc. is an American apparel company founded in 1889, known for heavy-duty working clothes such as jackets, coats, overalls, coveralls, vests, shirts, jeans, dungarees, fire-resistant clothing and hunting apparel. Carhartt remains a family-owned company.

-90% Modifications Fewer custom code modifications, down to 200 from 2,000 150-200 Milliseconds For Web page load time, down from seconds

Headquarters United States

Products Retailer of heavy-duty working clothes

US$1.9 B Revenue

Web Site Carhartt

Business Challenges • Outdated online sales experience that does not meet the expectations of tech-savvy customers • Growing importance of peak sales days, such as Black Friday, for a diverse consumer base • Demand for mobile experiences, with 70% of all Carhartt purchases made on mobile devices Customer Benefits • Built a modern, unified e-commerce experience for a diverse and growing consumer base • Met customer demand for mobile access to e-commerce and increased the number of mobile sales • Created the foundation for future innovations and improvements to the customer experience • Improved system performance to withstand shopper demand during peak sales days • Gained resilience to withstand disruption and fulfill customer orders with fewer cancellations • Provided the foundation for a planned e-commerce expansion into Europe with support for GDPR “We needed a solution that could stand up to task during the busiest times of the year. SAP Commerce Cloud holds up from an infrastructure and performance standpoint. The solution reacts to traffic so customers can connect with our products.”

Donavan Marchywka Director, Digital Solutions Carhartt Inc

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Fabindia Retail | APJ

Consumer Products/Retail

Fabindia is the largest private platform for products from traditional crafts and knowledge. A large proportion of these are sourced from villages across India where the company works closely with the artisans,

SAP BTP | SAP MaxAttention Cloud Application Services

>100% Reduced Page load time, mobile friendly -PWA deployed 19% Increase In number of sessions –scalable architecture Fewer Customer Care Calls Regarding order cancellation and order return

Headquarters India

Products Traditional crafts and fashion retailer

Web Site

fabindia.com

Business Challenges • Offer superior user experiences to its customers • Tightly integrate with the other associated systems to manage its operations, finance, procurement, reporting and statutory compliance needs of the organization • E-commerce to be agile and fast paced, and spend less time on operations-related work • Consolidate the number of applications without compromising the customer experience Customer Benefits • Single source of truth from accounting, management reporting, tax and statutory compliance perspective • Centralized reporting and real-time dashboards from SAC for warehouse, sales, finance • Page load time reduction by more than 100% • Significant reduction in order processing time and reduction in number of calls to customer care regarding order cancellation and order return

“This engagement helped Fashion Retailer unlock the power of Digital Core to delight customers and empower Fashion Retailer employees.”

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Fabindia Fashion Retailer

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Nike Hong Kong Consumer Products / Retail | GC SAP Emarsys Customer Engagement

Consumer Products

Nike, Inc. fosters a culture of invention. As a fashion retailer specializing in athletic footwear, apparel, and accessories, With regional head offices around the globe, the company is poised to fulfill the demands of their customers wherever they are, and the Hong Kong office is no different.

+32.5% Visits Increased website visits with higher engagement and conversion rates 10 Automated Lifecycle automated campaigns launched wherenone existed before +110% Revenue Increased conversion rates and revenue after launching lifecycle campaigns

Headquarters Hong Kong

Products Fashion retailer

Web Site

nike.com.hk

Business Challenges • Without customer lifecycle tracking, it was impossible for Nike HK to treat their audience as anything more than one large herd • Nike HK is proud of their history, but even this well-known brand recognized that the power structure of the market had shifted away from the brands in favor of customers who decide when the purchase will take place, how much incentive is necessary, and which channels and devices are preferred for browsing andpurchasing Customer Benefits • SAP Emarsys Customer Engagement Automation Center saved Nike HK from spending valuable time manually building campaigns • Nike HK can now engage their customers better than ever before with ad-hoc campaigns. The audiences are more targeted, resulting in high engagement and conversion rates as well as a 32.5%increase in site visits • They are launching Welcome, Birthday, Abandoned Cart, and Browse Abandon campaigns, and the conversion rate for these has shot up 110% • Nike HK has moved on to using Predict to deliver real-time personalized product recommendations based on customer behavior “The beauty of the SAP Emarsys Customer Engagement marketing platform is that it always provides an actionable next step for the client to run its automated marketing campaign.”

Jade Lau Digital Commerce Senior Manager Nike Hong Kong

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PUMA Consumer Products / Retail | MEE SAP Emarsys Customer Engagement

Consumer Products

Headquartered in Germany, PUMA was founded in 1948, and is one of the largest sportswear manufacturers in the world. Operating in many countries and languages, PUMA Europe saw huge potential in their loyal customer base and wanted to scale their omnichannel strategies, focusing on email.

+5x Revenue Increased revenue from email +50% Database Increase of database growth in 6 months +25% Open Rates Increased email open rates

Headquarters Germany

Products Fashion shoes, clothing and accessories

puma.com Web Site

Featured Partner Mention Me

Business Challenges • Required a solution that would cut through this complexity, activate audiences and deliver increased revenues during the pandemic • Maximize the e-commerce opportunity and delight their customers with personalized experiences that they come to expect from a brand like PUMA Customer Benefits • Triple-digit growth in YoY email revenue in 6 months • 5X increase in revenue from email • Increase email open rates to 20-25% without increasing unsubscribes • 10X increase in weekly subscribers • 5-10% increase in open rates by implementing Send Time Optimization • Identify and segment customers that are highly engaged, highly motivated and most likely to buy in the next two or three months

+10% Subscribers Increase of weekly subscribers

“I think what we’re proving is that when you get to know your customers and you’re sending them more personalized things that they want to see, it just helps everything — we see revenue grow, engagement rates grow, better traffic, just a better overall customer experience.”

Read the Partner Success Story

Read the Innovation Story

David Witts CRM Manager PUMA

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Runtastic Consumer Products / Retail | MEE SAP Emarsys Customer Engagement

Consumer Products

Runtastic, an Adidas-owned, Austria-based mobile fitness brand, was formed with the purpose of helping people lead their best lives – and connecting with its customers through engaging content, coaching, and community experiences. It built, owns, and operates about two dozen fitness-related mobile apps.

+300% Efficiency Increase in campaign creation effectiveness +8 Million App opens invoked from campaign content +200 Data Points For customer journey optimization

Headquarters Austria

Products Fashion shoes, clothing and accessories

Web Site

runtastic.com

Business Challenges • Consolidate communication for their users and provide the perfect fitness experience. • Required a system capable of processing huge amounts of activity data in real time, so that relevant and engaging feedback would trigger as subscribers trained • Needed to use data collected via its mobile apps to execute timely, relevant emails and in- app/push notifications • Needed to unify all its customer data and provide relevant, engaging communications to subscribers Customer Benefits • With SAP Emarsys Customer Engagement AI marketing technology, Runtastic has become exponentially more efficient, has seen dramatic increases in app opens attributed to automated campaigns, and can get a full picture of every customer. • Runtastic was able to use powerful cross-channel automation to easily manage its digital marketing using engaging and personalized customer content. Its able to provide fully-personalized fitness plans for all app users, at scale, and connect data points across every digital channel used by customers.

“With Emarsys Customer Engagement, we have been able to address business challenges within our organization by gaining deeper insights on our customers. We are excited to take this journey together and be part of this solution, which will help mobile businesses win in this highly competitive sector.”

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Edit Dudás Head of CRM adidas Runtastic

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Run your customer- centric business with SAP solutions Expand your geographic reach, product offers, and business models while creating direct relationships and delivering promises consistently.

Durable Goods Value Stories

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B/S/H Home Appliance Group Consumer Products | MEE

Consumer Products

BSH Hausgeräte GmbH (German for 'BSH Home Appliances'; stylized as B/S/H/) is the largest manufacturer of home appliances in Europe. The group is a joint venture set up in 1967 between Robert Bosch GmbH and Siemens AG.

SAP S/4HANA | SAP Extended Warehouse Management | SAP Integrated Business Planning for Supply Chain | SAP Transportation Management | SAP Business Network for Logistics

Reliable Delivery Dates Transparency Every stakeholder needs to know that the customer order is confirmed Feedback keep our promise to our customer to drive internal organization to act accordingly Next Level Supply Chain SAP IBP for Response and Supply creates transparency and a feasible plan, providing reliable delivery dates for customers

Featured Partner Camelot Westernacher

Headquarters Germany

Products Home appliance manufacturer

Revenue

Web Site

bsh-group.com

€15.9 B

Business Challenges • Provide our customers with products and reliable delivery dates, including timely feedback on the availability of their orders • Be more efficient in daily operations by reducing the cost of goods preparation Customer Benefits • SAP IBP for Response and Supply creates transparency and a feasible plan, which is a great basis to provide reliable delivery dates for customers, bringing the supply chain to the next level • A fully remote project from design, proof of concept, development, implementation and a successful go-live with partners from SAP, Camelot, and Westernacher.

“Together with SAP we are able to improve the supply chain to make life better for our customers.”

Bernard Czap Global Project Lead S&OP Transformation & Order Promise China BSH Home Appliances Group

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B/S/H Home Appliance Group Consumer Products | MEE SAP Commerce Cloud | Smartzer

Consumer Products

6% Conversion Rate From first live event 43% Engagement Rate From first live event

Featured Partner Smartzer

Headquarters Germany

Products Home appliance manufacturer

Revenue

Web Site

bsh-group.com

€15.9 B

Business Challenges • The home appliances market is highly competitive with many established players and new entrants constantly vying for market share. • E-commerce consumers expect a seamless online shopping experience, including easy navigation, comprehensive product information and convenient checkout possibilities • BSH Home Appliance brands were looking to differentiate and maintain their competitive edge amidst new competition and ever increasing expectations of their consumers Customer Benefits • Smartzer’s solution enabled consumers to ask product related questions, and receive personalized answers via live chat • The technology made the consumers’ product discovery process significantly easier. A more detailed level of information could be shared as products can be demonstrated throughout the livestream. All presented products are embedded within the livestream, which allows a direct conversion possibility • Smartzer’s technology helps BSH to further strengthen its consumer centricity as new data points regarding engagement and the comments or questions are being analyzed to improve the purchasing experience “BSH strives to improve quality of life at home with innovative home appliances, exceptional brands, and superior solutions. Smartzer’s solution has proven that using video commerce as a way to engage with consumers and drive sales will be a successful core e-commerce capability going forward.”

Aysenur Evcil Head of Global D2C BSH Home Appliances

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Char-Broil Consumer Products / Retail | NA SAP Emarsys Customer Engagement

Consumer Products

Based in Columbus, Georgia, Char-Broil LLC is one of the world’s oldest and most respected outdoor cooking companies. The company offers a complete line of gas, charcoal and electric grills, as well as smokers, fryers and grilling accessories.

Simple Robust, powerful, and marketer friendly for a small team to use Scalable Across the many different websites owned and operated Fast Implementation Emarsys met the short time frame needed to go live from start to finish

Headquarters United States

Products Outdoor cooking products

Web Site

charbroil.com

Business Challenges • Increase engagement of the e-commerce business through better personalization • Needed a marketing platform that was feature-rich and marketer-friendly to help achieve their goals Customer Benefits • Effectively standing up sophisticated campaigns with SAP Emarsys Customer engagement • Launching a progressive profiling campaign to collect preferences that will influence personalization • Ability to set up automated campaigns and define customer segments to educate new customers about the brand and drive sales through Char-Broil‘s reseller channels and parts sales through their e-commerce site

“We didn’t want to jump down to a super basic in-house tool that barely had the capabilities that we wanted long-term. We needed to see what else was out there that would give us more of that good midpoint solution. At the same time, we still wanted those really cool functionalities that would enable us to do innovative things like email.”

Leandi McMurphy Senior Manager of Marketing Char-Broil

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DeLonghi Consumer Products | EMEA S SAP Service Cloud

Consumer Products

De’Longhi is one of the world’s leading players in small domestic appliances associated with the world of coffee, the kitchen, air-conditioning, and home care. Its community of about 10,000 employees contributes to launching products that are increasingly innovative and tailored to consumers’ needs.

Single View Of the customer journey 14+ Apps Integrated with SAP Service Cloud >1.5M Interactions Successfully managed per year

Headquarters Italy

Products Domestic appliances

Revenue

Web Site

€2.35 B

delonghi.com

Business Challenges • Remove obstacles between the company and customers by being customer-centric and having an omnichannel strategy to encourage convenient and positive customer experiences • Create best-in-class customer service with a user-friendly, high-performing, efficient, and well-integrated solution for agents to communicate with customers Customer Benefits • Improved performance of customer service agents with the speed and usability of the solution for customer dealings • Boosted agent productivity, faster query-resolution, and smoother customer experiences • Strong connection to company channels and processes, allowing workflow automation • Greater traceability, visibility, and cost-saving opportunities from faster query resolution and data-driven decision-making • User-friendly interface, allowing customers to quickly get answers through Web chat in one convenient and comfortable interaction “Nowadays, being customer centric, having an omnichannel strategy, and equipping your customer service agents with the right tools are essential components in creating excellent customer experiences.”

Chiara Bearzatti Global Consumer Care Manager De’Longhi Appliances S.r.l.

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DJI Consumer Products / High Tech | EMEA SAP Emarsys Customer Engagement

Consumer Products / High Tech

DJI is the world’s leading drone manufacturer, with a market share exceeding 70% in consumer drones. DJI’s products are widely used by customers including professional filmmakers, photographers, search and rescue teams, farmers, and surveyors. DJI maintains offices and dealerships in the US & globally..

180% Increase In active customer revenue 122% Increase In premium customer revenue 45% Increase In number of orders

Headquarters United States

Products world’s leading drone manufacturer

Web Site

Featured Partner Name

dji.com

Business Challenges • Enhancing Deliverability & Click Rate During Peak Season • Personalizing Content Across Regions • Identifying Post Purchase Cross-Selling Opportunities • Understanding Customer Lifecycle Stages to Increase Retention Customer Benefits

• By incorporating zero- and first-party data that feeds business intelligence insights into Emarsys, DJI was able to take full advantage of prebuilt tactics that deliver personalized customer engagement in one click. • DJI achieved seamless personalization across more than 100 countries and regions, personalizing messaging to customers’ unique language and currency, making campaign operations much more streamlined and relevant. • With Smart Insights, DJI is able to focus on more precise segments to drive revenue, identifying opportunities for cross-selling complementary products or services to their one-time purchase customers. Additionally, they have improved customer retention rates through tailored communication, offers, and support throughout their journey. “Emarsys has been a valuable partner in strengthening customer relationships. Their platform empowered us to create personalized campaigns, driving engagement and loyalty. The platform’s interface and tactics capabilities facilitated launching campaigns and making decisions. We appreciate Emarsys’ technology and expertise, and recommend their platform for elevated marketing efforts..”

DJI Representative

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Elkjøp Retail | EMEA SAP Commerce Cloud | SAP Service Cloud SAP Business Technology Platform SAP Integration Suite | SAP Event Mesh SAP Billing and Revenue Innovation Management SAP Subscription Billing SAP Customer Activity Repository

Consumer Products/Retail

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.

3 Tenants Down from 17 tenants for 500 interfaces 5 Million Messages processed daily through SAP Integration Suite 30 Minutes From placing on online order to pickup in store

Headquarters Norway

Products Consumer electronics retailer

Elkjop.no Web Site

Business Challenges • Customers need a consistent, seamless shopping experience across online, in-store, and mobile channels to avoid confusion and ensure smooth transitions between different touchpoints. • High service and repair requests can cause delays and frustrations. Efficient scheduling and transparent communication are essential for minimizing customer inconvenience. • During peak times, limited stock and staffing can lead to long wait times and out-of-stock products. Proper forecasting and planning are crucial. Customer Benefits • Integrated many SAP solutions and third-party applications through SAP Integration Suite, helping to avoid manual interactions and giving us a real-time data view. • Supports customer relationships by managing high-volume events and data with minimal lag, meeting high service expectations.

“We are now at a place where we can distribute events that help us deliver a unified retail experience across online and physical stores. Our customers can now order online and pick up in a store within just 30 minutes.”

Mirko Adamovic Team Lead, Integration Elkjøp Nordic AS

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Gibson Brands Consumer Products | NA SAP Emarsys Customer Engagement

Consumer Products

Founded in 1894, Gibson is built on a foundation of innovation, world-class quality, and craftsmanship. The Gibson Brands portfolio includes Gibson, Epiphone, Kramer, Steinberger, Tobias, Mesa/Boogie, Maestro and KRK, with each brand holding a unique identity and compelling story.

50% Growth Growth in email revenue in the first year since using SAP Emarsys 27% Increase Increase in email impact on the business overall 10% of Revenue Revenuedriven by automation in 2022 2x email

Headquarters United Kingdom

Products Guitar manufacturer

gibson.com Web Site

Business Challenges • Increase engagement across channels • Build stronger customer relationships and loyalty • Convert single-channel customers to multi-channel customers • Understanding customers through data Customer Benefits

• Driving cross-channel engagement through storytelling, and delivering highly relevant content to customers • By syncing app users into SAP Emarsys, the brand gained a better understanding of what stage their customers were at and could deliver better recommendations • Gibson used automation to drive the right products to different personas, and leveraged SAP Emarsys pre- built tactics as a baseline for personalizing automated journeys • With the help of Emarsys, Gibson started integrating data from in-store visits, bringing together digital and in- person for a more holistic experience “The goal is to get a single channel fan to interact with our brands in a multiple channel way. So anything that we can do to get them further down that funnel, whether it’s to make a purchase, whether it’s how they want to learn how to play guitar even better, whatever their goal is…we want to make it as easy and simplistic as possible for them to actually get to that content to make that decision.”

engagement Since using Emarsys

Josh Ehren Global Head of Direct to Consumer Gibson Brands

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Hisense Group Consumer Products | GC SAP Commerce Cloud | SAP ERP SAP Services and Support

Consumer Products

Hisense Group is a renowned home-appliance producer in China, whose product portfolio includes multimedia, home appliances, IT systems and modern services.

+4m ￥ Profit Due to process optimization 99% Accuracy Of inventory increased from 95% 100% Payments Timely settlement of transactions

Headquarters China

Products Home appliance manufacturer

Web Site

Hisense Group

“A business middle office with SAP Commerce Cloud as the core perfectly meets Hisense's needs by automating and unifying operations and enhancing control over overseas e-commerce business. The middle office also serves as the backbone of our planned 25% revenue growth in international marketing over the next five years.” Business Challenges • Supported by only one ERP system in the light of rapid growth in overseas e-commerce business • Deployment in four markets at the same time, combining with short implementation cycle • Various customer needs in different countries • Manual handling of order fulfilment, information tracking, and financial clearing, leading to high cost, low efficiency, difficulties in increasing customer satisfaction and in book-keeping Customer Benefits • Enables review extraction and keyword match on Marketplace, the e-commerce platform for the first time, achieving automatic grouping and reviews counting • Enables lean inventory management, gaining full visibility to total inventory, distribution, planned in-transit and actual in transit inventory from different perspectives • Integrates the interfaces of the e-commerce platform and major e-commerce scenarios, automating the entire business chain, reducing processing times, accelerating business cycle, and eliminating human error

Hisense Group Co., Ltd

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Miele Professional Consumer Products | MEE SAP Commerce Cloud SAP Sales Cloud

Consumer Products

Based in Germany since 1899, Miele is the leading manufacturer of premium domestic appliances. Miele Professional shares the same brand values, but truly focused on commercial applications, like hotels, elderly homes, laboratory glassware cleaning, and hospitals.

48-96 Hours To close replacement sales quickly Utilize AI To help the sales reps to focus on the right topics

Headquarters Germany

Products Premium domestic appliances manufacturer

Web Site miele.com

Business Challenges • We operate in very saturated markets, therefore, speed is important, especially for our replacement sales customers. • There are multiple challenges in the field. There are many opportunities, and different types of customers with different chains behind the customers. • Partners require a way to purchase any time of the day, and see documentation, installation instructions, and delivery times. Customer Benefits • SAP Customer Experience helps Miele to react fast and make quick decisions to route customers to the web shop or schedule a visit. SAP CX helps to document their application, their needs, their service interactions, in order to be rightfully prepared for the next time. • Salespeople are able to steer themselves. Intelligent Sales Execution helps them to look for the opportunities and also predict our future sales.

Omnichannel Engagement

Helps dealers to win customers, as well as serve existing customers with perfect service, experience, and information about additional product setups

“We are at Miele standing for premium. And in order to deliver premium, one aspect is the product, the other aspect is the interaction with the customer. SAP CX helps us to improve these interactions every day.”

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Christian Uffmann Director, Business process Management Miele Professional, Miele & Cie, KG

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Versuni Consumer Products | EMEA SAP Commerce Cloud | SAP Service Cloud SAP Emarsys Customer Engagement SAP Customer Identity, Access Management for

Consumer Products

Versuni formed in 2021 when the Philips Domestic Appliances division became an independent company. Headquartered in Amsterdam, Versuni has a global innovation, manufacturing, and commercial footprint, in more than 100 countries and a strong portfolio of brand named appliances.

B2B, SAP Customer Profile SAP Customer Data Platform RISE w/SAP S/4HANA, private cloud

>100 Countries With digital customer engagement 18 Months To transform the business, including the delivery of a new technology landscape 85% Standardized Business processes

Headquarters Netherlands

Products Kitchen and home appliances

Web Site

Featured Partner TATA Consultancy Services Limited

Versuni.com

Business Challenges • Versuni’s retail customers were using manual processes to order products and services, resulting in a suboptimal experience when making purchases. • The direct EDI integrations for automatically exchanging business-critical information, such as purchase orders and invoices, with external ERP systems were often found to be expensive. • Versuni wanted to create a self-service ordering portal and digital experience for its retail partners. It also wished to gather insights on their behaviors and needs. Customer Benefits • Migration of a wall-to-wall technology environment that included the implementation of 40 new networks and more than 60 new cloud applications within an aggressive timetable. • With SAP CX solutions, the company gains a 360-degree view of each B2B customer. It can integrate the solutions with its ecosystem, including CRM and ERP applications, and streamline order management processes for a cohesive and efficient customer experience. • In combination with SAP S/4HANA, SAP CX solutions help deliver measurable customer insights, increased market share in new markets, and stronger business models. “SAP Customer Experience solutions are pivotal to our digital-first, insight- driven strategy. They help us gain a 360-degree view of our B2B customers, streamline order management processes, deliver self-service portals, use analytics for actionable insights, and integrate with our other systems.”

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Anne Marie van Gerwen Global Commerce Platform Leader Versuni Netherlands B.V.

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Transforming consumer packaged goods for the digital era isn’t just about moving to direct- to-consumer models. It’s about using new technology – like the Internet of Things (IoT) and AI – to revolutionize internal processes and maximize speed and scalability.

FMCG / Food & Bev Household and

Personal Care Value Stories

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Aēsop Australia Consumer Products | APJ SAP Commerce Cloud

Consumer Products

Aēsop is an Australian luxury skincare and cosmetics brand headquartered in Melbourne and operating across 27 countries worldwide. Aesop provide skin, hair and body care formulations created with meticulous attention to detail, and with efficacy and sensory pleasure in mind.

6 Months 24 Headless storefronts

Headquarters Australia

Products Body, hair, skincare, fragrances

Web Site

aesop.com/au/

Business Challenges • The challenge became how to elevate the digital and omni-channel experience to match the in-store experience • Agility and scalability is needed to expand into new markets and take advantage of new opportunities Customer Benefits • The implementation of SAP Commerce Cloud has helped Aēsop on its journey towards creating unique sensorial e-commerce experiences which match and connect holistically with the customer service level and luxurious aesthetic of their stores • Ability to use data to further customize specific customer journeys across our channels, with the goal of delivering the right experience at the right time for both their new and returning customers • The native cloud integration allows Aēsop to implement changes across the organization more efficiently, and the platform encourages innovation to help them design more memorable and personalized customer experiences

300% Increase Online order volume growth Consistent 20% In revenue growth

“The implementation of SAP Commerce Cloud has helped Aesop on its journey towards creating unique sensorial e-commerce experiences which match and connect holistically with the customer service level and luxurious aesthetic of our stores.”

Robbie Tutt General Manager, Digital & Technology Aēsop

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Coca Cola Hellenic Bottling Consumer Products | MEE SAP Customer Data Cloud SAP ActiveAttention SAP Activate

Consumer Products

Based in Switzerland, Coca-Cola Hellenic is the world's third-largestCoca-Cola anchor bottler in terms of volume with sales of more than 2 billion unit cases.

160,000 Customers Migrated Without the need for password resets 4-Week Hyper-case Phase

Headquarters Switzerland

Products Bottling and distribution of Coca-Cola products

Web Site

coca-colahellenic.com

Business Challenges • Replace an outdated customer identity and access management system, which was difficult to support and required different password policies for external and internal users, with a modern solution • Consolidate customer identity data for different use cases in one place • Offer features such as password-free, social, and phone-number login • Obtain support to help prevent disruption to the business and customers during deployment Customer Benefits • Smooth implementation of a fully functional, high-performing authentication system • Improved security using risk-based authentication rules • Better user experience with password-free authentication and self-service capabilities

"Working with SAP Services and Support, we replaced our authentication system with SAP Customer Data Cloud, enabling a smooth, intuitive, and secure experience for our customers. The SAP experts’ exceptional technical support and collaboration throughout the implementation allowed us to fully leverage the solutions’ features."

Iliya Kolchev Group Access Risk Control Manager Coca-Cola Hellenic Bottling Company

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Danone Consumer Products | EMEA S SAP Customer Identity Access Management for B2C

Consumer Products

Danone is a food company that operates through three segments: Essential Dairy and Plant-Based Products, Waters, and Specialized Nutrition. It offers yogurts under the Danone, Activia, Dannon, Danonino, Oikos brands, ice creams, novelties, and powdered proteins under the Silk, So Delicious, Vega, and Alpro brands.

>10% Increase In customer consent for marketing communication across brands

Headquarters France

Products Dairy and plant-based products, specialized nutrition, and waters

Revenue

Web Site

€27.7 B

danone.com

Business Challenges • Siloed data, fragmented solutions, and multiple channels and markets, with no clear operating model • Static view of the customer, limiting potential to understand customer needs beyond the initial engagement, for promotion of in-moment, cross-brand experiences • Need to connect identity data across the enterprise and enrich customer identity data for insights • Lack of confidence in the ability to capture and manage customer consent at a regulatory level • Suboptimal level of trust in data accuracy and security Customer Benefits • Increased conversions from abandoned-cart marketing campaigns in Germany by 4% • Boosted leads in Ireland by 800 per month • Gained visibility into customers consenting to communications from multiple brands • Enriched sales communications with customers, thanks to visibility into their cross-channel interactions “Rethinking our data strategy, bringing IT and business operations closer, and leveraging customer data solutions from SAP to better align data empower us to rebuild a data framework and manage future customer identity data.”

-70% Reduction In the cost per acquisition in paid media, thanks to audience sharing in the United Kingdom +4% Conversions From abandoned-cart marketing campaigns in Germany

Mary Stephen IS/IT Digital Marketing – CRM and Data Danone S.A

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Ferrara Candy Company Consumer Products | NA SAP Customer Data Platform

Consumer Products

Ferrara is an undisputed leader in sweet snacking, with iconic brands like SweeTARTS, Trolli, and Laffy Taffy. The 112-year-old candy giant continues to grow through mergers and acquisitions – such as Nestlé USA Inc.

SAP Customer Data Cloud | SAP HANA SAP Emarsys Customer Engagement Qualtrics XM | SAP Analytics solutions

+59% Increase In contactable consumers +20% Open Rates Lift in open rates for e-mail campaigns

Headquarters Country

Products Candy snacks including jellies, candies, chocolates, and sugar-free confections

Web Site

Featured Partner Deloitte Digital

ferrarausa.com

Business Challenges • Adoption of a revitalized, customer-focused, omnichannel strategy to get closer to consumers • Legacy technologies limiting the company’s ability to engage and personalize marketing experiences across channels • Cost and limited usability associated with purchasing third-party data Customer Benefits • Enabled direct consumer engagement and expanded the database of contactable consumers • Established a marketing foundation for the future to support a modern omnichannel experience for consumers • Increased sweepstake campaign registrations by a factor of three and lifted open rates for e-mail campaigns • Eased the collection and storage of consumer data, satisfying strict data compliance requirements

Easy Collection And storage of consumer data, satisfying strict data compliance requirements

“We now own a lot of data that we used to have to pay for. This is helping us control our own destiny, which is really important for us. It’s hard to really put a price tag on the agility this brings to the picture.”

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- George Lesko - Vice President and CIO - Ferrara Candy Company

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