SAP Commerce Cloud Value Stories

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 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.

Reinvent, simplify, and strengthen your e-commerce business

This flipbook contains one-page excerpts of SAP Commerce Cloud customer success stories including links to read the full stories and view videos online.

These stories highlight the experience, financial and operational benefits realized by customers going live with SAP Commerce Cloud and in most cases, integrations with other SAP solutions.

These detailed stories are available via sap.com and other social media websites online. Questions? Email: Laryssa.Fonzo@sap.com

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Aerospace & Defense Airbus Satair Search SAP Commerce Cloud Stories by Industry Chemicals Birla Opus Paints IXOM Financial Services Santander Bank

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High Tech IBM Corporation Samsung Topcon Positioning

Consumer Products Hisense Group Miele Professional Molton Brown Nestlé S.A. Versuni Wella Vorwerk Warburtons

Agribusiness Landgard Zespri

Building Products Arauco Eczacıbaşı Fletcher Building Franke Home Solutions Automotive JSW MG Motors Mitsubishi Fuso smart Europe Toyota Motors Philippines

Industrial Manufacturing Lingong Heavy Machinery

Additional Details

Analyst Ratings

MAPAL

Unified Experiences

Road Map & Calculator

Help & Support

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Retail Balsam Hill Best & Less CHRIST Juweliere Elkjop Fabindia New Look Petco Mexico SCOTT Sports Siko Workwear Group

Sports & Entertainment TSG 1899 Hoffenheim Universal Destinations

Metals ArcelorMittal Nippon Steel BHP Jindal Stainless Onlinemetals.com

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Special links

Telecommunications Nokia Telekom Slovenije

Southwire Company

Mill Products Fletcher Building

Wholesale Distribution BGW Group Blackwoods KASHIWAGIKOUKI Lemvigh-Müller Metcash

Additional Details

Professional Services Cintas MEWA Textile Service

Analyst Ratings

Unified Experiences

Road Map & Calculator

Richter+Frenzel Rodan+ Fields

Help & Support

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Airbus Aerospace and Defense | EMEA SAP Commerce Cloud

Aerospace and Defense

Airbus' commercial aircraft business segment is a key part of its global operations, focusing on the design, manufacture, and delivery of a wide range of passenger airliners. Airbus is also known for its innovative and sustainable aircraft designs, aiming to be lighter, safer, and more fuel-efficient.

SAP CPQ SAP BTP

15,000 Unique Customers From 98 countries per year

Headquarters France

Products What do they produce

airbus.com Web Site

Business Challenges • Legacy on-premises e-commerce technology approaching end-of-life required Airbus Commercial to reassess and revamp their e-commerce strategy for future-readiness. • Addressing critical challenges such as mitigating data security risks and ensuring business continuity were top priorities during the transition phase. • Focused on establishing a modern B2B e-commerce platform to deliver seamless business transactions and enhance customer experience in the long term. Customer Benefits • SAP Commerce Cloud launched to enhance Airbus' B2B e-commerce, supporting global digital transformation in the commercial aircraft business. • Enhanced navigation and catalog management with SAP Commerce Cloud, improving customer engagement and supporting indirect sales efforts effectively. • Recorded 15,000 customer connections, 21,000 consultations annually, converting 30% of inquiries, showcasing significant B2B e-commerce growth. “Today, SAP Commerce Cloud is used as an online catalog, generating indirect sales, but the vision is to adopt more functionality and connect with the application ecosystem to personalize and ease customer journeys and promote direct sales.”

21,000 Service Descriptions Consulted by customers per year

30% Sales Converted From ~200 website service inquires per year

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Arauco Building Products | NA SAP Commerce Cloud, B2B Portal

Building Products

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.

86% Satisfaction Customer rating in response to the new North American website and portal 208% Customers Growth In registered users actively using the portal in North America after the first 16 months +35% Users Of sold-to customers using the new SAP Commerce Cloud portal

Headquarters United States

Products Forest products

Web Site

Arauco.com

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 Web site 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

“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.

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ArcelorMittal Nippon Steel Metals / Steel | APJ

Mill Products

AM/NS India is a joint venture between the world's leading steel companies, ArcelorMittal and Nippon Steel. Established in December 2019, post-acquisition of Essar Steel, they are an integrated flat steel manufacturer - from iron ore to ready-to-market products.

SAP Commerce Cloud | SAP CPQ SAP S/4HANA Cloud, private edition SAP Cloud Platform Integration (CPI) SAP Advanced Variant Configuration (AVC) SAP MaxAttention

60% Overall Net new retail customer registration and sales conversion 85% Less Time From 7 days to 1 day to analyze, confirm and process profitable orders 50% Reduction In order creation process time through E2E integration between digital platforms

Products Flat steel products includingvalue- added steel and iron ore pellets

Web Site

Headquarters India

amns.in

Business Challenges • Expansion plans to increase capacity by 5X in next decade requires a robust, optimized enquiry to order system • Ability to interpret customer demand and carry out real time checks with visibility of product range, mill capability checks and pricing to support this growth trajectory • Seamless integration between platforms to track enquiries, negotiation and expedite order entry process, highlighting the integration between SAP LOVC and SAP AVC without a custom solution Business Outcomes • Customers can access all key documents like TDC's, invoices, sales contracts on one place at any time and are provided with deep insights into the product range of AM/NS and can send inquiries • Attract small business customers with the same customer experience as their large business segment • Empower sales team for better negotiation by providing real-time product configuration and pricing guidelines • Integrate product models from the SAP ERP backend with Commerce Cloud

“The SAP S/4HANA integrated with SAP Commerce Cloud go- live was historic. With this launch we now have a centralized and unified SAP system for all our locations in India and abroad. It is the foundation of our digital transformation journey going forward."

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Dilip Oommen Chief Executive Officer ArcelorMittal Nippon Steel India LTD

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Balsam Hill Retail | NA SAP Commerce Cloud

Retail

Since 2006, Balsam Hill has been bringing joy into the homes of our customers during the holidays. With over 3M customers in six countries, Balsam Hill has been helping people decorate their homes with highly realistic artificial Christmas trees and seasonal decor.

54% Conversion Rate Improvement compared to last year 40% Performance Page improvement Zero Downtime

Headquarters Country

Products What do they produce

Web Site

XXX

Business Challenges • Monolithic architecture required months for deployments, causing downtime and disrupting sales. • Outdated systems slowed innovation, making it hard to respond to market trends. • Expanding to markets like Canada was difficult due to rigid, inflexible systems. Customer Benefits • Reduced deployment time from months to days. • Enabled rapid launch of Canada as a standalone market through scalable architecture. • Customers experience faster site performance and seamless shopping

“SAP's innovative platform empowered us to achieve composable commerce at scale. This transformation drove significant increases in conversion rates and sales growth, positioning us for sustained scalability and customer satisfaction.”

France D Roy CTO Balsam Brands

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Best & Less Retail | APJ SAP Commerce Cloud SAP Emarsys

Retail

Established in 1965, Best & Less is an Australian retail company that specializes in offering affordable clothing and household products. With over 200 stores across Australia, Best & Less aims to provide quality products at affordable prices to a wide customer base.

4.5 Star Rating On App stores +5% Average Basket value than the old website +30% Conversion Rate via the App

Headquarters Australia

Products Clothing and household products

Best & Less Web Site

Business Challenges • Over the years, the website accrued significant gaps in its user experience (UX) and user interface (UI), particularly in providing a satisfactory mobile shopping experience. With approximately 75% of online traffic originating from mobile devices, it became imperative to address these deficiencies by introducing a dedicated mobile application. • With online shopping becoming normalized, the business needed to streamline operations and reduce costs while enhancing its digital platforms. This required careful planning of technical solutions, resource allocation, investment strategies, and operational efficiency to ensure the redesign aligns with e- commerce trends and delivers sustainable value. Customer Benefits • Leveraging Spartacus , SAP Commerce Headless frameworks and integration with SAP Emarsys resulted in a successful re-haul of Best & Less customers’ online experience. Customers are delighted by the improved Navigation, Search Experience and extensive Express Pay options. • Additionally, Best & Less now benefits from improved marketing efficiency through push notifications on iOS devices. Taking advantage of the SAP capabilities not only solve challenges but also future-proof the company's growth and customer satisfaction.

“Here are some links to offer insight into the customer-led reviews: •“Easy to Use”, •“Easy to Navigate”, •“Love this app”, •“great app love using it and great idea”, •“Love this shop”, •“Excellent app, very easy to use”

Feedback from Hotjar For Best & Less

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BGW Group Wholesale Distribution | APJ SAP Commerce Cloud

Wholesale Distribution

BGW Group, a privately owned collective of leading companies spread across the Electrical, Plumbing and Technology sectors, prioritizes exceptional customer experiences in today's competitive markets.

7 Months To implement SAP Commerce Cloud for all 4 businesses

Headquarters Australia

Products Electrical, plumbing and technology distribution

Web Site

Cnw.com.au| Samios.net.au sherriff.com.au| bgwt.com.au

Business Challenges • The four largest businesses in the group required a true omni-channel offering to remain competitive. • Each business would enter it’s own development cycle, especially from a front-end perspective. • The core conundrums being, one or two of the sites at anyone point in time would be therefore be outdated. In addition, the challenge of mitigating a ‘resource blowout’ to meet the exacting requirements of each business. Customer Benefits • Thanks to Scaffold, the group can now ensure that each core business is given the attention and resources it needs to thrive while benefiting from shared expertise and economies of scale. This approach not only supports sustainability but also facilitates the organic growth of the businesses in a cohesive and strategic manner. • it was a lot of work to get all sites to a level playing field before scaffold could be implemented, but the time invested to be able to do so has been paid back ten fold immediately as all sites have recently benefited from the latest development cycle, and of course not had to wait for their turn. The latest development cycle would have taken in excess of two years to deploy across all sites (six to eight months each), but we were able to progress all sites together in the space of seven months. “The foundations we have established now future-proof our operational processes and enable the efficient and economical development of our expanding digital offerings.”

$800k Dev Savings In dedicated resource development time saved

$700k Annual Cost Savings Eliminated the need to hire 5 additional resources

Sean Ryan Chief Marketing Officer BGW Group

Read the 2024 Best Run Story

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BHP Metals & Mining | MEE SAP Commerce Cloud SAP Sales Cloud SAP Service Cloud

Metals

BHP is a global resources company that produces essential commodities such as iron ore, copper, nickel, and metallurgical coal. The company's purpose is to bring people and resources together to build a better world, and they aim to responsibly manage a resilient long-term portfolio of assets.

9/10 Score Customer impressions $600 Million Sales revenue 6 Million Tons Volume

Headquarters Germany

Products Commodities producer of iron ore, copper, nickel, etc.

BHP.com Web Site

Featured Partner Infosys

Business Challenges • Time-consuming manual processes are prone to errors due to the exchange of information through emails and messages, and duplicate systems and processes exist across key sales functionalities such as pre- trade, at-trade, and post-trade, leading to inefficiencies • Inconsistent experience through the customer journey, resulting in an ad-hoc approach to servicing customers across different segments • Complex supply business model involving sales of small parcels, lump screening and managing inventory gain/loss directly at port Customer Benefits • BHP has enhanced the efficiencies by digitalizing the transactional and error-prone tasks. • Created an additional sales channel, reducing sales concentration and placement risks while supporting liquid and transparent markets • BHP Connect online is used to purchase iron ore, with over 600 deals completed since going live in July 2022 • Increased customer satisfaction in the short-term and potentially improving customer stickiness in the long-term

“SAP is our technology partner for BHP Connect, our customer-facing digital platform. It streamlines the end-to-end trade process, enhances customer experience, and establishes BHP as an innovative, customer-centric organization.”

- Michiel Hovers - Chief Marketing Officer - BHP

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Birla Opus Paints Chemicals | APJ SAP Commerce Cloud SAP S/4HANA, private Cloud

Chemicals

Birla Opus Paints, housed under Grasim Industries, Aditya Birla Group’s flagship firm, offers decorative painting solutions to consumers in India. Birla Opus features a range of superior products across categories like interiors, exteriors, waterproofing, enamel paints, wood finishes, and wall coverings.

6x Growth In the monthly total order value

Headquarters India

Products decorative painting solutions

grasim.com Web Site

Business Challenges • The manufacturer faced the challenge of achieving an ambitious growth target of Rs100 billion (US$113 million) in annual revenues within three years, requiring strong support from channel sales partners. • To support this growth, there was a need to create a B2B commerce site that would streamline order-to- cash and fulfillment processes, making it easier for dealers to conduct business. • The company also sought to enhance dealer support by enabling grievance raising, providing tailored insights on promotions, and offering an overview of sales performance. Customer Benefits • The launch of the B2B portal facilitated faster and easier dealer onboarding, resulting in a significant increase in the number of dealers joining the distribution network each month, which contributed to rapid growth in sales reach and a 600% increase in sales orders within five months. • The implementation of optimized ordering processes and real-time stock updates enabled efficient inventory management and improved overall operational efficiency, leading to a 36% boost in customer care team productivity while supporting a larger dealer base. “he implementation of the channel partner portal on SAP Commerce Cloud has been transformative for Birla Opus Paints, greatly enhancing operational efficiency and streamlining workflows for our channel partners and customer support teams. This solution has been pivotal in elevating the dealer experience and expediting our business processes.”

32% Monthly Growth Average in dealers onboarded

36% Increase In addressing dealer requests efficiently

Girish Rao Senior Vice President Aditya Birla Group (Birla Opus Paints)

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Blackwoods Wholesale Distribution | APJ SAP Commerce Cloud

Wholesale Distribution

Blackwood is Australia's largest supplier of industry and safety products and inventory solution services. We fulfill over 1.5 million orders annually subs source from 5000 plus suppliers and compassing 350K SKUs sourced and distributed through our network of 50 plus branches and six distribution centers.

33% - 55% Uplift A substantial uplift in digital penetration +70% Add-To-Cart Happening from the search listing pages, a significant milestone for Blackwoods 18% to 10% Drop in Null Searches Customers successfully locate the products and call for assistance less frequently

Headquarters Australia

Products Industrial and safety supplies manufacturer

Web Site

Blackwoods.com.au

Business Challenges • The objective of this new web platform program was to provide industry online experience to their customers and drive incremental sales for Blackwoods through a digital channel. • Blackwoods also sought to improve their user search experience using new data algorithms and machine learning LLMs. Customer Benefits • SAP Commerce Cloud provides Blackwoods agility and scale to grow, and at the same time, Coveo was a key enabled for us to execute key business digital strategies around search where we have seen a substantial uplift in the digital penetration. • Assisted Service Module of SAP Commerce Cloud is leveraged, whereby they can swiftly reply to customer inquiries and help them solve problems. • The null searches have reduced drastically from previously 18% to 10%. What it means is the customer was able to find the products they are after hence they are calling us less. It has also boosted the productivity and efficiency within the Blackwoods team.

“SAP Commerce Cloud provides us the agility and scale to fulfill 1.5 million orders annually.”

Read the 2025 Innovation Award Story

Noshir Jariwala Digital Product Manager J. Blackwood & Son Pty Ltd

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This is what analyst say about SAP Commerce Cloud

SAP a Leader in enterprise B2B digital commerce applications Discover why SAP was recognized in the IDC MarketScape: Worldwide Enterprise B2B Digital Commerce Applications 2023– 2024 Vendor Assessment.

Congratulations to the Inaugural 2025 Buyer’s Choice Award Winners! The winners of our inaugural 2025 Buyer’s Choice Awards were revealed! The Buyer’s Choice badge signals to buyers that a product isn’t just ‘good enough’—it’s been rated by real and current users as the ‘best’ in three key insight areas: price for value, capabilities, and customer relationship.

2025 Gartner® Magic Quadrant for Digital Commerce Named as a Leader in the 2025 Gartner® Magic Quadrant for Digital Commerce, SAP remains the only vendor consistently recognized 11 times since 2014.

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Read the Exerpt

Read the Press Release

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CHRIST Juweliere Retail | MEE SAP Commerce Cloud SAP Emarsys

Retail

As a jeweler for life, CHRIST is Germany's first port of call when it comes to diamonds, glamorous jewelry and watchmaking. With 200 stores in Germany and Austria, they want to create a way for gift-givers to become self-givers.

60,000 Orders Shipped directly from 200+ stores during the high peak holiday season +40% Increase In revenues experienced in one year using SAP Emarsys integrated with SAP Commerce Cloud

Headquarters Germany

Products Jewelry and watches

Christ.de Web Site

Business Challenges • Eliminate inefficiency caused by numerous silos in data collection, enhance performance and integration, streamline data utilization from various sources, and improve customer engagement that turns gift givers into repeat buyers. Customer Benefits • Optimized data usage to enhance personalized customer engagement and significantly increasing the repurchase rate for substantial business impact • Experienced an incredible uplift in email open rates by 10 to 15% which resulted in increased revenues by 30 to 40 % compared to the last year using SAP Emarsys • SAP Commerce Cloud has an uptime of +99.9% and manages about half a million orders and growing during the peak holiday season • Quickly integrating new revenue streams through SAP Emarsys such as Email, Web Channel, Web Push, and Mobile Wallet with WhatsApp being added in the future

“For year-round shopping and especially in peak season, SAP Commerce Cloud and SAP Emarsys give us exactly what we need to be the best in class.”

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Michael Berghoff Chief Digital Officer CHRIST Juweliere

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Cintas Professional Services | NA SAP Commerce Cloud | SAP Concur SAP Business Technology Platform (BTP) SAP SuccessFactors HCM

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Professional Services

Cintas Corporation is headquartered in Mason, Ohio and provides a range of products and services to businesses including uniforms, mats, mops, cleaning and restroom supplies, first aid and safety products, fire extinguishers and testing, and safety courses. Cintas is a leader in the industry with 44,500 employees.

25% Reduction In energy use 97% Increase In efficiency Decrease in TCO With an integrated system based on SAP BTP

Headquarters United States

Products Products and services for businesses, including uniforms and cleaning supplies

cintas.com Web Site

Business Challenges • Without swift action to modernize its operations, Cintas faced the danger of losing its market position to more technologically advanced competitors. • Cintas aimed to improve its data management infrastructure, customer relations platforms, and HR system to better serve its widespread clientele and massive operational scale. Customer Benefits • Enhancing the customer experience with SAP Commerce Cloud directly impacts customer satisfaction, loyalty, and long-term business success, making it the cornerstone of Cintas' digital transformation initiatives. • With SAP BTP, Cintas could collect, analyze, and store data from each corner of the rental business on a singular, centralized platform. This would drastically reduce information silos and open a data highway to facilitate greater communication and efficiency. Integration is swift with other SAP solutions and some aspects of the company’s legacy software.

“By capturing and analyzing customer information in real time with our SAP solutions, our local operations run faster because we’re recognizing the capacity of our stockrooms and finding ways to expand it early in the process. This cuts our turnaround time by two-thirds and increases our efficiency rate to 97%.”

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Matthew Hough Vice President and CIO Cintas Corporation

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DKSH Wholesale Distribution | APJ SAP Commerce Cloud | SAP ERP

Wholesale Distribution

DKSH, a.k.a 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.

90 Days To set up the Omnichannel Cloud Platform including migration to CCV2 +500% Digital Leads In 2021

Headquarters Switzerland

Products Market expansion services for Consumer prod, healthcare, materials and technology

CHF11.6 B Revenue

Web Site

DKSH

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 onboardnew clients seamlessly • Gain greater customer insights via online channels • Integrate online and offline customer touchpoints through omnichannel solution “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.”

27 Countries Onboarded in 6 months

Michael Hutab Group CIO, DKSH Corporate Shared Services Center Sdn Bhd

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Eczacıbaşı Building Materials | EMEA S SAP S/4HANA | SAP Commerce Cloud SAP Sales Cloud | SAP Service Cloud SAP Extended Warehouse Management

Building Products

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.

95% Happy Customer Satisfaction rate -75% Reduction

Web Site

Revenue

Headquarters Turkey

Products Bathroom fittings and tiles

(Group) TL 11.1 B (€1.1 B)

eczacibasi.com

Business Challenges • The need to address customers’ growing expectations for fast and seamless shopping experiences. • Connect business-to-business (B2B) buyers and business-to-consumer (B2C) shoppers with a wide range of products across brands in-store and online, including the VitrA brand. Customer Benefits • SAP Customer Experience solutions provide a 360-degree customer management framework with an intuitive interface for users to connect with and manage current and potential customers. • Integration between SAP S/4HANA and the SAP Extended Warehouse Management application for insight into warehousing operations that can boost quality control. Deployed new in-store and e-commerce experiences that let B2C and B2C customers create their dream bathrooms quickly, as well as schedule installation and provide survey feedback. • Employees are empowered to better serve customers with on-demand access to product information and customer preferences.

In merchandise returns +25% Increase In sales due to increased output in production and warehousing

“SAP CX solutions create customer experiences as high-quality as our products. We use them to help ensure that each step in the customer journey goes smoothly, whether our customers are shopping in a store or online.”

Alp Güldür CIO and Digital Leader Eczacıbaşı Building Products

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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

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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Fabindia Retail | APJ

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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Fletcher Building Mill Products | APJ SAP Commerce Cloud

Mill Products

FletcherTech is Fletcher Building’s technology division. It supports every business in the Fletcher Building group. Fletcher Building employs more than 14,900 people, and operates in New Zealand, Australia, and the South Pacific.

+40% Faster Service Delivery times, enhancing customer satisfaction and loyalty Up To 50% Reduction In manual processes, leading to faster and more accurate operations

Headquarters Australia

Products Building products

Web Site

Featured Partner royalcyber.com

fletchertech.com

Business Challenges • B2B (and some B2C) buyers had to take time out of their workdays to visit stores, investigate product specifications, and place orders. • The need to adapt to global trends, where digitalization was driving service delivery and customer experience. • Traditional contact center channel was predominant for ordering, necessitating an emerging digital sales channel. Business Outcomes • Stronger customer service and support capabilities: Digital sales and automation streamline operations, reducing manual workload. This allows teams to focus on support, improving backend processes and service quality. • Improved software functionality through Agile Release Train (ART) methodology: SAP Commerce Cloud's ART methodology reduces feature delivery time from 6-12 months to 1-2 months, ensuring quick adaptation and product enhancement. • Driving innovation and market accessibility: FletcherTech uses SAP Commerce Cloud to implement advanced ideas, enhancing customer convenience. Plans include implementing SAP S/4HANA and consolidating ERP software for streamlined operations. “Digital capabilities have delivered unparalleled convenience, product insights, and flexibility for customers. Customers are taking up the new self- service features enabled by smart integrations with ERPs and UX design co-created with customers.” Joe Locandro, Chief Information Officer FletcherTech

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Franke Home Solutions

Mill Products

Franke company with its three divisions manufactures kitchen, cooking, food service, water and coffee systems globally. With over 60 companies, they are present on five continents.

Building Materials / Furniture | MEE SAP Commerce Cloud | SAP Sales Cloud SAP Product Content Management | SAP ERP

100,000 Products With full details available through the e-commerce portal 11 Countries Live Where the portal is currently live Improved Operational efficiency

Headquarters Switzerland

Products Kitchen equipment, such as facets, worktops, and hoods

CHF1.09 M (€ 1.11 M) Revenue

Web Site franke.com

Business Challenges • Provide a single source for product information • Reduce inbound sales inquiries by offering self-service ordering. Streamline ordering workflows through automation • Support resellers by providing smoother, digitalized purchasing processes Customer Benefits • Straightforward access to consistent and accurate product details as well as real-time order status updates and delivery information. • Significant drop in the number of inbound sales calls, as resellers increasingly place orders online. • Ability to monitor and analyze sales orders across multiple regions, informing future strategy.

“With SAP Commerce Cloud, we’ve not only improved reseller experiences but have also managed to streamline sales and ordering processes to save time and cost.”

Anton Lütte Head of Technical Architecture and Operations Franke Group

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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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IBM Corporation High Tech | NA SAP Commerce Cloud RISE with SAP SAP S/4HANA, private cloud

High Tech

Founded in 1911, IBM’s legacy of invention, leadership, and innovation has endured for more than 114 years, complemented by a 53- year enduring partnership with SAP.

SAP Integration Suite SAP SuccessFactors

30% Savings In infrastructure costs

Headquarters United States

Products technology company in computing, services, and AI

IBM.com Web Site

Business Challenges • IBM’s IT infrastructure had become increasingly complex due to years of reinvention, acquisitions, and divestitures. • As the company aimed to enhance its “as a service” offerings, the need to modernize its IT infrastructure, streamline operations, and boost agility became even more critical. • The complexity of the ecosystem also posed significant operational challenges. Customer Benefits • IBM successfully achieved the transformation within the planned 18-month timeline, covering 150,000 users across 175 countries in a single global go-live. • IBM revamped the user experience with over 250 new, user- friendly SAP Fiori apps. • By leveraging embedded analytics and enabling real-time reporting, users could quickly perform their roles, have access to real-time insights, and make decisions quickly. “We went live on RISE with SAP in support of our Quote-to- Cash and finance engine, enabling all ERP users to run business and process transactions through the new system. We’ve also rapidly deployed SAP CPQ for software sellers, and SAP Commerce Cloud for partners.”

83% Reduction In billing and invoicing 72% Auto-Payment Matching Through AI-powered algorithm enhancing automation rates

Joanne Wright Senior Vice President IBM Transformation & Operations

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IXOM Chemicals | APJ SAP Commercial Cloud

Chemicals

IXOM is one of the largest bulk and packaged chemical distribution businesses in Australia and New Zealand, and ensures safe and reliable access to chemical products and services that help industries, businesses and local communities to thrive. IXOM operate globally with over 1,300 employees across four continents and ten countries.

SAP Emarsys with Account Engagement SAP Sales Cloud | SAP Service Cloud

+92% Commercial Leads Generated compared to the previous static website Higher Conversions Enhancing service speed and CRM database +Loyalty Targeting factors maximize email relevancy

Headquarters Australia and New Zealand

Products Packaged chemical distribution

Web Site

IXOM

Business Challenges • Internal structures mirrored the complexity of global presence and multifaceted product lineup across various industries. Different business units managed customer interactions and product data in isolation, relying on disparate systems, varied product document storage repositories, and spreadsheets. This disjointed approach resulted in inconsistent customer experiences and a lack of cohesive communication. • The absence of a unified platform meant that even our long-time customers might only engage with a fraction of the products and services we could offer, resulting in missed opportunities for cross promotion and disconnected sales relationships. • We needed a solution to consolidate our diverse operations and enhance customer interactions across all touchpoints. Customer Benefits • We built both our public and our logged-in customer experiences on a single headless SAP Composable Storefront front-end to create a modern, integrated customer-facing interface • SAP Emarsys with Account Engagement leverages our CRM customer data effectively for targeted bulk business-to-business communication, and for effective event-triggered communications from our new website front-end. • The Intelligence Sales add-on and the Service Agent Console improved the sales team user experience and data utility, with technology supporting them to make informed predictions and decisions. “Our connected suite of SAP CX systems, particularly our headless Composable Storefront platform, has enabled us to break free from constraints.”

Guill le Roux Head of Digital Commerce IXOM

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Jindal Stainless Metals / Steel | APJ SAP Commerce Cloud SAP Sales Cloud | SAP Service Cloud RISE with SAP S/4HANA Cloud

Mill Products

Jindal Stainless is India’s leading manufacturer of stainless steel 200, 300, 400 and duplex stainless steel products.

Improved Transparency Through automated sales visit planning and next-month scheduling Real-time Access To service tickets

Web Site

Headquarters India

Products Stainless steel slab, bloom, coils, plates, sheets, precision strips, blade steel, and coin blanks

Jindal Stainless

Business Challenges • Ensure that sales data like prices are systematically stored and updated within the system, reducing reliance on manual processes and embracing a more streamlined approach to data management. Business Outcomes • Deeper insights into sales performance, such as better understanding contributions to the customer wallet • Sales team can easily access customer data like account or sales statements, and invoices at any time • SAP CX solutions integrated with SAP RISE

“In most of the manufacturing companies I came from, this is the most dissatisfying object when you talk to the customers. Today my customers are highly delighted in this area."

Rajeev Pathak AGM IT Jindal Stainless Ltd

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JSW MG Motors Automotive | APJ SAP Sales Cloud | SAP Service Cloud SAP Commerce Cloud | SAP Analytics Cloud SAP Cloud Platform Integration

Automotive

JSW MG Motor India operates one manufacturing plant in the country, located in Halol, Gujarat. The plant has a capacity of 80,000 units per year and was previously owned by General Motors India, which halted its sales operations in India at the end of 2017.

SAP CDC and SAP CDP SAP Preferred Success

AI-Based Analytics Intelligence built-in

Headquarters India

Products Automobile manufacturer

Web Site

mgmotor.co.in

Business Challenges • To sustain their customer engagement initiatives, they needed a system to to address the needs of their dealer partners and their end customers and consumers. • The solution must bean easy to use front-end for salespeople from pre-sales to sales after the sale. Customer Benefits • In their customer first approach, JSW now has an application which is future ready and microservice based to sustain their customer engagement initiatives for the next 5 years. • This new solution allows JSW to maintain their service level agreements and enhance customer satisfaction. • With SAP Customer Experience solutions, AI based analytics and intelligence is built into the system. • On this digital transformation journey, SAP Preferred Success helped with dedicated support, expert guidance, for making their production deployment smooth, including dedicated learning plans and optimizing system usage.

Customer First Approach

“In our customer first approach, we want to build an application that is future ready and will sustain our customer engagement initiatives for the next five years.”

Neha Mohabey Enabling Digital Transformation Morris Garages India

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KASHIWAGIKOUKI Wholesale Distribution | APJ SAP Commerce Cloud SAP ERP | SAP BTP

Wholesale Distribution

Founded in 1916, KASHIWAGIKOUKI CO. LTD. has a long history in Japan’s wholesale distribution and trading industry as a specialized wholesaler of machine tools. They handle more than 300,000 mechanical tools and products used in places like factories, research laboratories, and construction sites.

30% Increase In inside sales efficiency 100% Remotely* *Except logistics division

Headquarters Japan

Products specialized wholesaler of machine tools

Web Site

KASHIWAGIKOUKI.com

Business Challenges • The company needed to improve sales operations to compete in today’s marketplace.

• The sales process was highly manual, with one-on-one calls and many orders still being placed by fax. The inefficiencies in its sales processes were slowing the company down and preventing it from meeting its growth targets. • In addition to increasing efficiency, KASHIWAGIKOUKI wanted to better understand buyer behavior, cater to the needs of different buyer segments, and increase revenue. Customer Benefits • The move to SAP Commerce Cloud has reduced the company’s reliance on paper and mailings, which significantly contributes to its sustainability goals, and the data from the SAP ERP application has helped shorten the sales cycle. • As a result of improving sales efficiencies, the company has increased customer satisfaction. Pricing updates, invoicing, reordering, and delivery notes are now seamless. The company also added new services such as product maintenance and consulting.

“We needed a more accurate understanding and analysis of customer buying behavior that was based on data. SAP Commerce Cloud gives us a centralized platform to track customer activity.”

Hideta Kashiwagi CEO KASHIWAGIKOUKI CO. LTD.

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What is SAP Commerce Cloud?

The SAP Commerce Cloud solution provides a trusted e-commerce platform that can help you innovate at scale and tap enterprise-wide data to boost profits and customer satisfaction. Drive profitable outcomes by creating connected, insightful, and adaptive electronic commerce experiences, all on a feature-rich and scalable platform that you can trust. • Adopt new e-commerce business models and customer touch points quickly • Link supply chain and demand signals with support for end- to-end processes, enabling profitable growth • Leverage insights to stay on top of customer behavior and e-commerce performance • Use AI-based tools to offer relevant product recommendations and improve product discovery • Compose your own e-commerce platform to deliver innovative and optimized electronic commerce experience

Learn more about Unified Commerce Experiences

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