SAP Customer Experience Success Stories - SAP Commerce Cloud

SAP Customer Experience Success Stories

SAP Commerce Cloud

Reinvent, simplify, and strengthen your e-commerce business

This flipbook contains one-page excerpts of SAP Customer Experience success stories within the SAP Commerce Cloud solution including links to read the full stories and view videos online. These stories highlight the financial and operational benefits realized by customers going live with SAP Customer Commerce Cloud and in some cases, integrations with other SAP solutions.

These detailed stories are available via sap.com and other social media websites online.

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

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How to use this eBook

Navigate to a page number

Search on terms like company name, B2B, B2C, integrations, etc.

s

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Click on box to open Video

Double-click on page to instantly magnify

Click on link to open full story

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Use these buttons to view thumbnails, add notes, share, print, download, magnify the page and view full screen.

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

Search SAP Commerce Cloud Stories by Industry

Financial Services

Mill Products

Automotive &

Swiss Life

Gallagher Group

Construction Equipment

Maiburg

Use these two pages to navigate to a specific story within each listed Industry

TATA Hitachi

Healthcare

Mosel Türen

Saint-Gobain

Device Technologies

Building Products

Stiegelmeyer

Mindray

Arauco

Eczacıbaşı Building Products

Oil & Gas

High Tech

Astron Energy

Aerospace & Defense

Epson America

Consumer Products

Bharat Petroleum

Bell Textron

Insight Enterprises

Aryzta

Galp

Kodak

Asaleo Care

Agriculture

Maxim Integrated

Brakes

Professional Services

SAP

Dutch Flower Group

Flexi

Kantar

Freudenberg

PwC

IM&C

Automotive

Frucor Suntory

TA Digital

AVL List

Abdul Latif Jameel Motors

Hofmann Menü Manufaktur

AZO

ElectraMeccanica Vehicles

Moen

MHE-Demag

Rheem Australia

Wilson Tool

Swinkels Family Brewery

South Shore

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

Retail

Telecommunications

Utilities

Special links

Carrefour Belgium

Liberty Latin America

ALBA Management

Casey’s General Store

Tessco Technologies

Mercury

Analyst Ratings

Chedraui

VOO

MVVEnamic

B2B & B2C Commerce

Elkjøp

Road Map & Release Highlights

Travel & Transportation

Wholesale Distribution

The Entertainer

Help & Support

Maui Jim

Cathay Pacific Airways

Arrow Electronics

Migros

Changi Airport Group

DKSH

Life Sciences

Penti

İGA

Powell Electronics

Sansibar

Sigma Healthcare

Invacare

Sports & Entertainment

Travel Retail Norway

thyssenkrupp Materials Svcs

New England Biolabs

Valora

Topcon

DAIMANI

Nihon KohdenAmerica

Virgin MegastoreDubai

Koelnmesse

Top Glove

Yáneken

Williams Medical Supplies

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

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Abdul Latif Jameel Motors

About thecustomer

Automotive | EMEA S

Based on the unique and successful relationship with Toyota Motor Company for more than 65 years, Abdul Latif Jameel Motors is one of the leading entities in the automotive sector in Saudi Arabia – successfully growing to become one of the largest independent Toyota distributors in the world.

SAP Commerce Cloud | SAP Customer Data Cloud | Qualtrics XM | SAP S/4HANA | SAP Analytics Cloud | SAP Cloud Platform

Business Challenges

2.3 Million B2C Customers

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

• No single view of the customer

• Decision are not data driven and data informed

3000 Orders For services per day

• Scattered point to point integration and multiple custom interfaces

Customer Benefits

• Innovation in digital space to connect better with customers – Moving beyond obsolete way of work in current changing times where digital platforms are the new normal post Covid-19 with Best in Town customer experience ​ • Centralized data repository which can act as a single source for Analytics, AI/ML initiatives, reusable APIs and foundation for connected cars initiative • Improved customer retention – Build loyalty to ALJ brand by providing meaningful experience to the customers resulting in increased customer retention • Aid business to device data driven promotions and offers – with customer 360 ° view available, business heads can design personalized & attractive campaigns/promotions to their customers

$2.6M Increase In annual revenue

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From consumer grade mobile applications to automation of business processes, real time data integration to driving insights through advanced analytics, we are in the process of deriving a significant ROI through a continued investment on the ALJ Digital Innovation Platform.

Faisal Abdalla, Vice President Abdul Latif Jameel Motors

6

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

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ALBA Management

About thecustomer The ALBA Group is one of the leading recycling and environmental services companies as well as raw material providers worldwide, employing a staff of more than 8,000 employees.

Utilities | MEE

SAP Commerce Cloud

Business Challenges

Real-time Overview of orders and order status

• Despite being one the world’s leading waste disposal and recycling companies, there was one service that customers were missing: an online portal for placing orders

Customer Benefits

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

Easy Online ordering process for customers

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

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

Reduction Number of inbound phone calls, emails, and faxes

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

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

Faster Creation of waste disposal balances and invoice overviews

• Customers are pleased with the user-friendly platform

• Connection to the ERP system means incoming orders can be processed directly and automatically by the route planning system

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The new system enables our customers to easily place orders online. Processes are system- supported and largely automated. These are real benefits for us and our customers.

Sascha Meissner Head of Digital Customer Services ALBA Management GmbH

7

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Arauco

About thecustomer Arauco operates worldwide and Arauco North America Inc. is the Western Hemisphere’s leader in forest products, including composite panels, plywood, moldings, lumber, and wood pulp. Arauco operates worldwide, and Arauco North America Inc. is the Western Hemisphere’s leader.

Building Products | NA

SAP Commerce Cloud | SAP S/4HANA

Business Challenges

86% Satisfaction Customer rating in response to the new North American website and portal

• 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

208% Customers Growth In registered users actively using the portal in North America after the first 16 months

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

• Provided customers with 24x7 access to order and delivery information and successfully empowered them to check their account statements and download order documents and invoices on demand • Enabled customers to set up order alerts and view detailed dashboards and reports including purchase history and open orders • Resulted in 35% of all sold-to customers using the new portal as of October 2021, a percentage that is rapidly increasing and approaching the year-end goal of 40% • Received rave reviews from customers, with 61% of customers ranking Arauco’s new portal as superior to other business-to-business portals

+35% Users Of sold-to customers using the new SAP Commerce Cloud portal

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

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We had to act fast on customer feedback about our Website. Customers around the world told us they neededgreater visibility into orderand delivery information. SAP Commerce Cloud providedus with the toolsto create a portal that has exceeded our customers’ expectations again and again.

Diego Tuleski, Director of IT Arauco North America Inc.

8

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Arrow Electronics

About thecustomer Arrow Electronics Inc. aggregates electronic components and enterprise computing solutions for more than 175,000 industrial and commercial customers and suppliers. With a worldwide network of 336 locations, they are a global provider of products, service, and solutions.

Wholesale Distribution | NA

SAP Commerce Cloud | SAP Cloud Platform Audit Log Management

Business Challenges

33% Successful Customers are able to find the company through organic website searches ~35 Data Feeds Connect into SAP Commerce Cloud which supports massive volume

• Expand and scale the existing on-premise license count, limited to two regions, to Europe, Southeast Asia, and the United States with a cloud solution

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

• Simplify the login experience across all websites

Customer Benefits

• SAP Commerce Cloud solution, which offers real-time personalization, increased testing for web page performance comparisons, and opportunities for customers to up-sell as well as cross-sell • SAP Cloud Management toolset to build and deploy the cloud system, and SAP Audit Log Management service to triage issues

10 Million Items in the pricing catalog

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

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

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As we implement the solutions, we’re looking forward to being able to deliver a unique, unified customer experience that SAP Commerce Cloud affords us. We’ll be able to know our customers better and view them from multiple perspectives.

Afroze Ahamad Madhar Sahib Development Manager, Commerce Arrow Electronics Inc

9

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Aryzta

About thecustomer ARYZTA offers a wide variety of bakery products as well as in-store bakery solutions and services, supplying businesses ranging from coffee shops to international restaurant chains.

Consumer Products | EMEA N

SAP Commerce Cloud

Business Challenges

6 Weeks To migrate to SAP Commerce Cloud on the public cloud infrastructure

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

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

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

Customer Benefits

90% Faster To deploy new functionality for the ​online store

• Enabled constant updates to the online store to incorporate the latest e-commerce innovations, making the purchasing process smoother and improving the customer experience​

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

Lower TCO Reduced time spent on online store maintenance​

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

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SAP Commerce Cloud provides a firm foundation for our online store, enabling us to grow the business and reach new markets.

Riccardo Zisa, Digital Lead ARYZTA Food Solutions Ireland

10

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Asaleo Care

About thecustomer Asaleo Care manufactures and distributes personal-care and tissue products in Australia and New Zealand across two segments: retail and B2B.

Consumer Products |APJ

SAP Commerce Cloud | SAP CPQ

Business Challenges

-30% Decrease In manual orders emailed to customer service

• Asaleo Care looked to transform its digital landscape and deliver a superior customer experience to its customers and distributors. • Customers had struggled with price support, rebates, product-delivery information, and communication consistency from team members. They needed to digitalize the customer experience and data- enabled services supported by a seamless and robust backend system. ​ • While the organization had a full suite of SAP solutions including SAP CRM, SAP ECC, SAP BW, and SAP PI – it had not placed enough focus on the customer experience as it was still relying on inconsistent order confirmations, manual invoicing, and a need to be more consumer-centric through visibility and accessibility.​

+0.5% Increase In overall revenue

360˚ View Enhanced customer service, an intuitive user experience to support customer loyalty and engagement

Customer Benefits

• The new SAP CX solution is aligned with Asaleo Care’s strategic long term digitalization plan, as it aims to migrate to SAP S/4HANA in the future. • Customers have already responded well to demonstrations so far with over 200 registered for the new platform. • The roadmap also includes the re- build of Asaleo Care’s healthcare platform on the new SAP CX solution, as well as implementing SAP Commerce Cloud for their retail brands, making it a truly ‘business -to- everyone” transformation incorporating B2B, B2B2C and B2C.

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Offering real-time data and complete transparency to our customers.

General Manager IT Essity

11

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Astron Energy

About thecustomer

Oil & Gas | EMEA S

Astron Energy, a Glencore Group company, is one of the leading suppliers of petroleum products in South Africa and Botswana through its vast network of more than 850 Caltex- branded service stations. Astron Energy owns and operates the country’s third -largest crude oil refinery, with a capacity of 100,000 barrels a day.

SAP Commerce Cloud | SAP S/4HANA

Business Challenges

44% More Users From previous system

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

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

• Ideally, they did not want to simply put a band-aid over an issue, they wanted to implement something that would last.

34% Faster Time required to place an online order

Customer Benefits

• The outcome of the project is a fully standalone company running their new business on their own platform. This was all achieved in 11 months! They are geared for the future to enable their vision of being a leading energy company where innovation is a core company value, growing market share and shareholder value.

-33% Less Time Required to create a new account

11 Months The project is a fully standalone company running a new business on a new platform

and you should be very proud of what you have done together as a Leadership Team for the project. I, for one, am very proud to have worked with you on this, supporting you in your vision. Take a moment… # youarelegends

It is not only SAP, but it came with multiple other applications, plus a new commerce application. Unheard of doing all of this in 11 months. You have set a new standard for these kind of projects in the industry,

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Johan Marais Manager, Customer Service Center Astron Energy

12

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AVL List

About thecustomer AVL List GmbH is the world’s largest independent company for the development, simulation and testing in the area of mobility; development, simulation, and testing of drive systems in the automotive industry. AVL offers more than 9,000 spare parts from 400 manufacturers, which can be ordered via a modern online shop.

IM&C | MEE

SAP Commerce Cloud

Business Challenges

15,000 Users Registered

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

• Optimize the performance of the online shop

• Improve productive efficiency of test beds for customer

10x Performance Of the shop compared to the old system

Customer Benefits

• SAP Commerce Cloud is fully integrated with the existing ERP system - there is no need to maintain separate price lists • Logistical processes were greatly automated and accelerated: if a customer orders by 3 p.m., spare parts on stock are shipped the very same day • Customer-specific price agreements are automatically displayed in the online shop through the ERP system • Customer tailored privileges and roles (unique to each customer company) allow only authorized employees to complete orders. For instance, technical supervisors may place product in the shopping cart, but only the buyer can approve the purchase

Delivery Same Day If a customer orders by 3 p.m., spare parts in stock are shipped the very same day

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

Our online store is more than just a sales portal for our customers; it is a critical information source for all our employees across the globe.

Thomas Huettner Global Portfolio Manager Part Mgmt. Solutions AVL Global Customer Services

13

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AZO

About thecustomer AZO started its business with their first product, the screening machine. Now, AZO is one of the leading raw materials and logistics companies for the food industry, as well as the plastics processing and chemical industries.

IM&C | MEE

SAP Commerce Cloud

Business Challenges

• The company needed to transform their systems to stay competitive. One of their problems was that there was no central portal to make it easy to do business online. The idea behind my “ MyAZO Plus” was that the customer could access the relevant digital services via self-service portal.

1 Central Platform ”My AZO Plus”. Portal doesn’t require multiple log in’s to gain access to company data Integrated System ERP to SAP Commerce Cloud for real-time data on any device

Customer Benefits

• Thanks to the integration to their ERP systems, AZO now has wide variety of information records. They have the relevant material master data, as well as the accounts receivable master data. Additional components include, for example, the upload or download of product data sheets, the project journal, virtual reality, planning in a 3D scanned world. And it’s very important that it’s a central platform. AZO doesn’t have to give the customer 5 access data log -ins to access data. That’s a huge added value for the future, and a solid basis on which AZO can build.

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“ MyAZO ” provides a comprehensive set of digital services to support our customers during the sales and planning phase as well as in services issues.

Thomas Steinbach, CIO AZO GmbH & Co. KG

14

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Bell Textron

About thecustomer Bell Textron Inc. is a US based helicopter manufacturer, reimagining flight since 1935.

Aerospace and Defense | NA

SAP Commerce Cloud | SAP Service Cloud | SAP Marketing Cloud

Business Challenges

600,000 SKUs Successfully migrated to SAP Commerce Cloud

• Provide a single point of customer access to comprehensive fleet management services, from training to support and spare parts

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

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

12 Months Smooth deployment with simplified architecture

Customer Benefits

• Enhanced customer experience, with single-sign-on functionality and self-service capabilities providing quick and easy access to a wide range of services in one location • Creation of new revenue streams by transitioning to a subscription model for sales of technical maintenance manuals

New Revenue Streams By transitioning to a subscription model for sales of technical maintenance manuals

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

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

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

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By bringing multiple customer touch points onto a single platform based on SAP Customer Experience solutions, we can better understand overall requirements while making it easier for customers to do business with us.

Sobha Mulukutla IT Director and Business Partner Bell Textron Inc.

15

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Bharat Petroleum

About thecustomer

Oil & Gas |APJ

Bharat Petroleum Corporation Limited (BPCL) is a Fortune 500 oil refining, exploration, and marketing PSU, operating two of India's largest refineries.

SAP Commerce Cloud

Business Challenges

32 Million Online bookings since inception

• BPCL was facing challenges in providing a delightful customer experience for their customers and channel partners. • BPCL relied on multiple homegrown systems to serve customers. As a result, each business unit communicated with customers in silos, fracturing the customer experience. • Customers had raised issues around limited functionalities and extremely cumbersome manual processes.

2X Digital Payments Increase since the new app in comparison to the previous one

• Channel partners had no digital intervention.

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

20% Increase In App ratings

Customer Benefits

• A BPCL customer will be able to access BPCLs offerings across personal and business needs at a single place. Customers no longer see BPCL as multiple business units, but as one entity, offering them a consistently great experience. • Customers are enabled as they are able to self service across multiple requirements in a seamless way from enrollment to ordering to payments. • The mobile app developed for LPG end customers received consistent good feedback with an average rating of +4 stars.

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The key deliverable under this project is to integrate all customer facing activities of BPCL through SAP Commerce Cloud as the central unified platform which will be used to deliver a single view of BPCL and one-stop solution “

for all kinds of BPCL customers and at the same time deliver exception customer convenience and personalization to customers consistently.

Rahul Tandon Head Digital Transformation CompBharat Petroleum Corporation Limited

16

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Brakes

About thecustomer Brakes is a B2B food delivery service and a leading supplier to the food service sector in the UK.

Consumer Products | EMEA N

SAP Commerce Cloud

Business Challenges

In 7 Days Direct-to-consumer site for online food order created due to COVID-19 >1.5 Million Care packages distributed to most vulnerable people (>200,000 each week) >6000 Products Accessible to 6.8 million households in the UK using the CX product catalogue

• In the light of COVID-19, as Food supply chains were strained, Brakes decided to directly sell products to customers using a new B2C channel.

Customer Benefits

• Brakes has world-class delivery systems which it used to create a direct-to-consumer site in just 7 days by putting customers first. Families shop for groceries safely from home. Hospitals and healthcare facilities continue to be served while >1.5 million care packages have been distributed to the most vulnerable. Overall, they made more than 6,000 groceries accessible to 6.8 million households in the UK.

Just as the UK went into lockdown, our normal kind of business and customers just stopped. We had to think about how we could find a different route to market to bridge that gap and get produce to those that desperately needed it. We had a really good understanding of SAP Commerce Cloud and, working with our partners, we were effectively able to leverage the existing business website and then push out a new website to the consumer marketplace. We didn’t have all the answers, but as you share the problem together you can find the solution.

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Justin Mills Head of Digital Products Brakes

17

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Carrefour Belgium

About thecustomer Carrefour is a multinational retailer headquartered in France. It is the largest hypermarket chain in the world and is the 4th largest in the world. The major countries of its operation are Europe, Brazil, China, UAE, Saudi Arabia, and Qatar. The company started its operations in 1958 on the first day of the year.

Retail | EMEA N

SAP Commerce Cloud | SAP Customer Data Cloud

Business Challenges

1 Consistent User-friendly website replacing different platforms and technologies

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

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

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

<1 Year To implement SAP Commerce Cloud with Accenture

Customer Benefits

• Enhanced experience in an e-commerce platform that lets customers purchase items for delivery or in- store pickup with one checkout for both grocery items and the “Simply You Box” meal -box offering • More-efficient shopping with better product filtering, thanks to integrated product information management, as well as assortments tailored by store

+30,000 Items Selections available in a fast and enjoyable digital experience

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

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

Carrefour continues its IT transformation toward cloud-based solutions and the migration of various technologies into “One Carrefour.” The fundamentals are now in place for a future-proofed ecosystem using SAP solutions. “

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Clément Pecheur IT E-commerceTeam Leader Carrefour Belgium NV

18

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This is what analyst say about SAP Commerce Cloud solutions

Forrester: Total Economic Impact of SAP solutions Check out Forrester’s TEI report to understandthe potential of return on investment when deplying SAP Commerce Cloud.

2022 Gartner® Magic Quadrant ™ for Digital Commerce Find out why Gartner has recognized SAP as a Leader in the Magic Quadrant for Digital Commerce for the eighth time in a row.

Read the Study

Read the Study

SAP CX Commerce Cloud Benefits Calculator

Discover, and calculate the potential impact of SAP Commerce Cloud on your business KPIs in roughly 15 minutes with minimal data input.

SAP CX Commerce Cloud Benefits Calculator

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Casey’s General Store

About thecustomer Among the leading convenience store and fuel retailers in the United States, Casey's General Stores Inc. (Casey’s) has a presence in 2,123 locations in 16 states. Organized as self-service gas stations attached to convenience stores, Casey’s offers prepared foods such as pizza and sandwiches as well as grocery items.

Retail | NA

SAP Commerce Cloud | SAP Customer Data Cloud

Business Challenges

Increased Orders Average order value during COVID-19 pandemic due to high personalization

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

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

• Enable flexibility to respond faster to market changes

3M Downloads Mobile app downloads for online orders

Customer Benefits Using the SAP Commerce Cloud and SAP Customer Data Cloud solution helped Casey’s to increase the average order value per customer during COVID-19 pandemic due to highly personalized offers. The mobile app for online orders was downloaded 3 million times which resulted in 65% of digital revenue generated from the mobile app within 5 months.

+65% Revenue Increased digital revenue generated from mobile app within 5 months

• Enhanced experience for customers ordering and paying online

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

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

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Collaboration was critical to making this project a success. We were able to leverage our partners’ unique expertise to create a modern e-commerce platform that makes customer experience our competitive advantage.

Art Sebastian VP Digital Experience Casey’s General Stores Inc.

20

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Cathay Pacific Airways

About thecustomer Hong Kong's leading airline, Cathay Pacific Airways flies passengers and cargo to more than 200 destinations, including some served by code-sharing partners. They also have a loyalty program that is very popular and offers products from over 800 partners.

Travel and Transportation | APJ

SAP Commerce Cloud

Business Challenges

800 Partners Offering thousands of products and services

• Cathay offers a loyalty program and needed a digital solution for their members to use online. Many members appreciate using their miles for products, donate to charity, or buy gift cards so they can buy groceries.

Customer Benefits

Combined Payment Types Members are able to combine loyalty points with cash to buy more 12M Members SAP Commerce Cloud gives the ability to deliver a personalized shopping experience that caters to everyone

• Faster time to market – using SAP Commerce Cloud, they are able to deliver products and services faster • Power of Choice – They can offer their customers a wide range of products and services to spend their loyalty points on

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

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

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

A digital world has become the world we live in. We were fortunate to put in SAP Commerce Cloud platform last year (before the pandemic), but that’s just the start; the start of the journey, not the end. We are in a constant process of evolving digital technologies, helping our customers spend their digital loyalty points that are relevant and always getting better. That’s the key.

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Paul Smitton, CEO Asia Miles Limited

21

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Changi Airport Group

About thecustomer Changi Airport Group (CAG) is the manager of Singapore Changi Airport, a leading air hub in Asia and one of the world’s most awarded airports.

Travel & Transportation | APJ

SAP Commerce Cloud

Business Challenges

5x Expansion Of airport merchants

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

• Immature Commerce and Order Management System inhibited merchant and product range expansion and roll-out of new business initiatives

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

+3x SKUs In merchandise SKUs with strong PIM product management

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

• Limited marketplace capabilities to scale tenants and product range

Customer Benefits

>70,000 Growth Of customer base, both travelers and non-travelers

• 150% increase in transaction volume for both peak and average periods and double the site traffic capacity and throughput • Achieved expansion of customer base by more than 70,000 – scalable to support growing customer base, both travelers and non-travelers, for cross border trade

+150% Increase In transaction volume for both peak and average periods

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

• More robust security and controls

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We launched our new platform in the middle of 2020. This has enabled us to pivot and scale the business beyond pre-COVID levels, serving our customers amidst the pandemic.

Teo, Chew Hoon Group Senior Vice President Airside Concessions

22

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Chedraui

About the customer Chedraui is one of Mexico’s leading retailers, selling groceries, apparel, and appliances in more than 200 locations.

Retail | LA

SAP Commerce Cloud | SAP Marketing Cloud | SAP S/4HANA

Business Challenges

18% Increase In the first year after going live

• At Chedraui, they were striving to be an omni-channel company that provides services for all their clients. They didn't have a flexible and robust e-commerce platform that allowed them to offer their clients all the different functional recent services that they have at their stores.

Customer Benefits

+0.81% Digital Sales Total increase via online media

• SAP Commerce Cloud allowed Chedraui to increase their electronic commerce sales. In 2018, they achieved 0.81 percent of the total sales in the company via digital media. • In 2019, they have achieved 1.3% of the total sales and hope to achieve the 3% in the next two years. • One of the most important sales spirits in Mexico is the one field where during the five days of sales they achieved an increase above 18 percent compared to last year. • Thanks to the support of SAP services experts, they achieved sales and transactions above from what the industry had.

+3% Growth Increase in total sales

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We found in SAP Commerce as the solution. This product allowed us to work on an omni- channel scheme and offer our clients different functionalities. With this solution, we offer our clients an electronic commerce option providing services, offering promotions, products and delivering our products straight to their homes with the best price possible.

Pilar Rojas, Director CIO Chedraui

23

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DAIMANI Sports and Entertainment | MEE

About thecustomer DAIMANI is the world’s first marketplace for all major VIP hospitality experiences.

SAP Commerce Cloud | SAP Marketing Cloud | SAP Sales Cloud | SAP Customer Data Cloud | SAP S/4HANA Cloud

Business Challenges

30 Payment Methods Different payment methods accepted

• In order to provide the full VIP treatment, the company offers a diverse range of personalized services in a real-time purchasing marketplace. • The multinational company decided to centralize and structure the fragmented offering of VIP Hospitality in one place with the latest cloud technology. • Additionally, it wanted to provide around-the-clock services to its customers throughout the world, as well as making steps toward becoming paperless.

70 Currencies Different currencies enabled

Customer Benefits

Centralized Marketplace Bring VIP hospitality providers and customers together

• Consolidate all events and offers on a single platform

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

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

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

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• Boost customer satisfaction with personalized offers

• Ensure security and convenience for customers when making orders and offer customers flexibility to make changes to their orders

Working with SAP Innovative Business Solutions and SAP Digital Business Services enables us to combine our vision for DAIMANI with the latest customer experience technology.

Max Müller, CEO DAIMANI AG

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Device Technologies Healthcare | APJ About thecustomer

For over 28 years, Device Technologies has successfully improved patients’ lives by supplying leading-edge medical technology and services to Healthcare Institutions and skilled medical professionals across Australia and New Zealand.

SAP Commerce Cloud | SAP Service Cloud

Business Challenges

-95% Errors Reduction in booking errors resulting in significant time savings

• Reliance on inefficient, manual processes to manage customer bookings for orthopedic loan kits resulting in data entry errors, poor monitoring and risk mitigations • Recognized the need to automate key sales processes, streamline booking procedures and control rapid growth to ensure hospitals are delivered what is required to achieve the best patient outcomes

Customer Benefits

50,000 Hours Saved in administrative time in one year

• Improved booking efficiency by over 50% through streamlined booking procedures and removed unneeded inefficiencies from the booking procedure to save more than 50,000 administrative hours yearly • 95% reduction in Booking Errors and 9% reduction in same day freight due to increased ability to plan and control the consignment process • Removed thousands of duplicated bookings from the system to deliver a logistics capability which allowed customers to return ‘used’ kits for replenishment and redistribution

9% Reduction In same day freight due to increased planning and control the consignment process

1000s Removed Duplicate bookings taken out of the system allowing the return of ‘used’ kits for replenishment and redistribution

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We were able to use the SAP Commerce solution to build a customer- and employee-friendly solution that could remove risk, eliminate repetitive processes and give both staff and customers time back in their day.

Michelle Stewart General Manager – Marketing and Digital Device Technologies

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DKSH

About thecustomer DKSH, also known as DiethelmKellerSiberHegner, is a Swiss holding company specializing in market expansion services, e.g., outsourcing. Although its headquarters is in Zurich (Switzerland), DKSH is deeply rooted in communities all across the Asia Pacific region.

Wholesale Distribution | APJ

SAP Commerce Cloud | SAP ERP

Business Challenges

90 Days To set up the Omnichannel Cloud Platform including migration to CCV2 2 Months Rollout for new market expansion opportunities for B2C in Asia and Europe

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

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

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

Customer Benefits

• Configurable digital online presence for DKSH and clients

• Automate order processing and shorten fulfillment timeline

• Improve operational stability and efficiency: reduce error rates

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

18 Markets Across four Business Units addressed in two years

• Gain greater customer insights via online channels

• Integrate online and offline customer touchpoints through omnichannel solution

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With SAP Commerce Cloud, DKSH is leveraging a ready-to-use and easily extensible omnichannel B2C and B2B solution that digitizes operations and allows us to respond rapidly to evolving client trends.

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

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Dutch Flower Group

About thecustomer Dutch Flower Group is the largest exporter of flowers and plants in the world. The Company offers cut flowers, mixed bouquets, and plants to supermarkets, home improvement stores, garden centers, discounters, patrol stations, and chains and wholesalers.

Agriculture | EMEA N

SAP Commerce Cloud

Business Challenges

100% Online Auctions moved from lot- to product-oriented web shop

• The challenge was that they have different products and different prices every day because of the auction dynamics. When it came to digitalization, they wanted to speed up a couple of things.

Customer Benefits

• The shift from a lot-oriented to a product-oriented web shop. That is a huge difference for customers – not only in searching but also in placing orders with them. It made the search and the order process for customers a lot easier.

Automated Processes facilitating cross- and upsell opportunities

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

Real-time Daily pricing of thousands of different products with complex auction dynamics

• Marketing colleagues can place content and put a grower into the spotlight – i.e., the way they can present their products has improved tremendously.

• Received positive feedback from customers and employees.

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By introducing Commerce Cloud, we have changed the digital core and can do some real e-business with our customers now.

Michael Van Hout Chief Information Officer Dutch Flower Group

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Eczacıbaşı Building Products

About thecustomer Eczacıbaşı Building Products, part of Eczacıbaşı Group, is gaining prominence in global design markets, with brands including VitrAand Burgbad, while maintaining its leadership in Turkey’s ceramic sanitary ware and faucet markets.

Building Products | EMEA S

SAP Commerce Cloud | SAP Marketing Cloud | SAP Sales Cloud | SAP Service Cloud | SAP FSM | SAP S/4HANA

Business Challenges

-75% Returns Reduction in merchandise returns due to customer complaints, thanks to SAP Service Cloud Smooth Go-Live To deploy next-generation ERP and CRM software and integrate it with other key solutions in the cloud

• To support its international growth, the company set out to deploy next-generation ERP and CRM software and integrate it with other key solutions in the cloud. With the implementation spanning five companies, five production areas, four countries, and four languages, Eczacıbaşı Building Products turned to the experts to help the project run successfully and maintain business continuity.

Customer Benefits

• With the integrated platforms, Eczacıbaşı Building Products Vitramax Bath Group has achieved the excellent operation in both multi-location/ multi-channel. • As a result, the group has improved operation efficiency and business insight of decision-making capabilities, accelerated the expansion of business scale and new business of the group.

Project Successful Turned to SAP to maintain business continuity

• Improved the customer experience with Cloud applications.

• Process efficiencies with automation of manual transaction updates.

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

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Guidance from experts in SAP Enterprise Support and SAP Early Adopter Care helped ensure our implementation of SAP S/4HANA and SAP Customer Experience solutions progressed smoothly and completed within 13 months as planned, with minimal business disruption. Enablement sessions also helped upskill our team, giving us fresh insight.

Alp Güldür, IT Director Eczacıbaşı Building Products Division Eczacıbaşı Group

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ElectraMeccanica Vehicles

About thecustomer ElectraMeccanica Vehicles Corp. is a Canadian designer and manufacturer of environmentally efficient electric vehicles (EV).

Automotive |NA

SAP Commerce Cloud | SAP S/4HANA | RISE with SAP for Industries

Business Challenges

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

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

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

• Complex intercompany processes for accounting treatment of vehicles transported overseas

1 st Car Sold ElectraMeccanica’s first SOLO electric vehicle ever sold enabled by SAP systems

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

• Product visibility throughout the procurement and logistics process

Customer Benefits

8 Months Completed the initial digitization journey

• ElectraMeccanica opted for an innovative digital-first approach using a suite of SAP products, including SAP S/4HANA as its core ERP system and Commerce Cloud as its platform for customer and order intake. Leveraging SAP’s RISE business -transformation-as-a-service, ElectraMeccanica completed its initial digitization journey within 8 short months. They now have a successful deployment of their new digital core for finance, supply chain, sales, distribution and service operations.

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SAP S/4HANA Cloud is the technology foundation that will enable us to manage rapid growth for years to come, enabling an unparalleled level of insight into our vehicle assembly operations. The implementation of this comprehensive system will best position ElectraMeccanica to scale operations, future-proof our business and obtain critical feedback to empower more informed operational decisions.

Kevin Pavlov, CEO ElectraMeccanica

29

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Elkjøp

About thecustomer

Retail | EMEA N

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.

SAP Commerce Cloud | SAP Marketing Cloud SAP Service Cloud | SAP Sales Cloud | SAP ECC SAP Customer Activity Repository (CAR)

Business Challenges

24% Stores Implemented 110 of 460 stores implemented to date (April 2021) with improved sales, productivity, and cycle times

• There was no mobility supported in the legacy retail systems. To provide some services and close sales, store representatives often had to leave the customer, go to a desk-top computer, and then return. • The customer experience was bifurcated across online and store channels. Customers in the store could not be tracked or serviced online when they left the store. Customer experience data either did not exist or was siloed across multiple systems.

500 Interfaces Were either replaced, updated, and/or re-connected

Customer Benefits

• 110 out of 460 stores have been implemented

4500 Employees Trained So far in the stores that have been implemented

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

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

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

• Real-time sales reporting to SAP ECC system with custom add-ons from ASAPIO/Kafka with 30K events per second

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

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Building our Next Generation Retail (NGR) program based on the core SAP product suites gives us a sustainable foundation for flexibility & rapid innovation in a highly competitive market.

Bjørn Dalen Program Director NGR Elkjøp Nordic AS

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