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 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 experience, 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. Questions? Email: Laryssa.Fonzo@sap.com

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Aerospace & Defense Satair Search SAP Commerce Cloud Stories by Industry

Chemicals Ballance Agri-Nutrients IXOM

Engineering, Construction & Operations HORSCH

Navigate to a specific story within each listed Industry

Automotive Horizon Global JSW MG Motors Mitsubishi Fuso Agribusiness Zespri

Consumer Products Aesop Australia ALDO B/S/H Home Appliance Group Hisense Group HOFMANN’s Miele Professional Molton Brown Nestlé S.A. Rheem Australia Swinkels Family Brewery Versuni Vileda / Freudenberg Yurun Group

Industrial Manufacturing Alfanar Lingong Heavy Machinery MAPAL

Building Products Arauco Deli Home Eczacıbaşı Fletcher Building Franke Home Solutions smart Europe TATA Hitachi Toyota Motors Philippines

Additional Details

Analyst Ratings

Unified Experiences

Road Map & Calculator

Help & Support

South Shore Stiegelmeyer

Search SAP Commerce Cloud Stories by Industry

Public Sector Christchurch City Council

Wholesale Distribution BGW Group Blackwoods Breakthru Beverage Computacenter KASHIWAGIKOUKI Metcash Travel & Transportation Changi Airport Group Telecommunications Nokia Telekom Slovenije VOO

Life Sciences Roche

Navigate to a specific story within each listed Industry

Special links

Metals ArcelorMittal Nippon Steel BHP Jindal Stainless Onlinemetals.com Tata Steel Netherlands thyssenkrupp Materials Svcs

Retail Best&Less Canac Corporation Elkjop Fabindia Innovasport LK Bennett Sansibar SCOTT Sports Siko Travel Retail Norway Workwear Group

Additional Details

Mill Products Fletcher Building

Analyst Ratings

Unified Experiences

Oil & Gas Bharat Petroleum

Road Map & Calculator

Richter+Frenzel Rodan+ Fields

Help & Support

Sports & Entertainment KoelnMesse

Professional Services Cintas

TSG 1899 Hoffenheim Universal Destinations

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Aēsop Consumer Products | APJ SAP Commerce Cloud

Consumer Products

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

6 Months 24 Headless storefronts

Headquarters Australia

Products Body, hair, skincare, fragrances

Web Site

aesop.com/au/

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

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

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

Robbie Tutt General Manager, Digital & Technology Aēsop

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

Consumer Products

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

Increased Customer loyalty Smoother Shopping experiences

Headquarters Canada

Products Footwear, handbags, and accessories

Web Site aldo.com

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

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

Read the Success Story

Gregoire Barat VP, Digital Products and Experience ALDO

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Alfanar Industrial Manufacturing | EMEA SAP Commerce Cloud SAP Sales & Service Cloud SAP ERP | SAP ECC SAP Integration Suite | SAP Analytics Cloud

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Industrial Manufacturing

As an Independent Power Producer, Alfanar develops, constructs, operates and maintains utility scale power projects across diversified technologies such as Solar PV, Solar CSP, Wind, Grid connected Captive, Biomass, Hybrid, Energy Storage, Waste to Energy and Independent Water and Power projects.

+5X Sales Orders Increase compared to 2022 +150% Increase In business transactions 24/7 Availability With high distributor satisfaction

Headquarters Saudi Arabia

Products Manufacture of voltage electrical construction products

Web Site

Featured Partner Deloitte

alfanar.com

Business Challenges • Customers are primitive and old-fashioned traders. Also, there is no professional B2B websites among electrical competitors. • The demand for electrical products and components is continually growing, particularly with the rise of renewable energy systems and electric vehicles. • Implemented loyalty programs and incentives to retain existing customers. Provide excellent customer service to enhance satisfaction and loyalty. Customer Benefits • E-commerce offers distributors the convenience of placing orders from the comfort of their locations. This can be particularly beneficial for individuals with mobility challenges, contributing to social inclusion and accessibility. • Integrated Ecosystem: SAP Commerce Cloud provides a unified platform that integrates with various SAP solutions, creating a cohesive ecosystem. This integration streamlines processes and improves data consistency across different departments.

“E-commerce is the powerful means to connect the distributors trade with trust.”

Ahmed Al Hmmady Manager Applications & Digital Solution Alfanar

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Arauco

Mill 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.

Building Materials / Forest | NA SAP Commerce Cloud | SAP S/4HANA

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 61% Customers Ranking the new SAP Commerce Cloud portals superior to other B2B portals

Headquarters United States

Products Composite panels, premium plywood, millwork, lumber, wood pulp

US$1.8 B Revenue

Web Site

Featured Partner T.CON

Arauco

Business Challenges • Provide access to order and delivery updates, without customers needing to contact customer support • Take advantage of a central foundation that supports economies of scale while enabling local teams to implement their own strategies, which can vary in different countries of operation. Customer Benefits • Created a strategic advantage with a new customer portal and website experience in North America • Provided customers with 24x7 access to order and delivery information and successfully empowered them to check their account statements and download order documents and invoices on demand • Enabled customers to set up order alerts and view detailed dashboards and reports including purchase history and open orders.

“We had to act fast on customer feedback about our Web site. Customers around the world told us they needed greater visibility into order and delivery information. SAP Commerce Cloud provided us with the tools to create a portal that has exceeded our customers’ expectations again and again.”

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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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Ballance Agri-Nutrients Chemicals | APJ

Chemicals

Ballance Agri-Nutrients Limited is a locally owned, co-operative company that manufactures, markets, and supplies nutrient- related products. The company employs approximately 792 people and has it’s head office in Mount Maunganui, New Zealand.

SAP Commerce Cloud SAP S/4HANA Cloud SAP Cloud Success Services

- 20% Operating Costs Reduction in SAP technology landscape operating costs -70% Workload Reduction in workload for managing hardware and resource upgrades for SAP

Headquarters New Zealand

Products Fertilizer products

Revenue

Web Site Ballance

Featured Partner aws

NZ$1.2 B (US$683 M)

Business Challenges • Time-consuming maintenance and management of existing software environment, taking away focus from creating value for customers and shifting away from just-in-time management • Existing solutions that limit its ability to access modern tools and technology, impacting organic growth and development • Limited engagement and suboptimal customer experience offered through its MyBallance platform, which was created four years ago • Integrations to third-party software and external systems becoming increasingly complex and risky Customer Benefits • Enabled employees to be more focused on driving value for the organization and for customers, rather than keeping the system running • Improved system performance and reliability, even during peak times • Enhanced monitoring services and maintenance of the SAP software environment, enabling future strategy “The big benefit for us is having access to a dedicated team who look after the environment and the ability to expand the environment when we need it during large seasonal peaks, which we didn't have previously. Our teams can now be more focused on driving value rather than simply keeping the system running.”

David Healy Chief Digital Office Ballance Agri-Nutrients Limited

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Best & Less Retail | APJ SAP Commerce Cloud SAP Emarsys Customer Engagement

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 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

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Bharat Petroleum Oil and Gas | APJ SAP Commerce Cloud

Oil and Gas

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

32 Million Online bookings since inception 2X Digital Payments Increase since the new app in comparison to the previous one 20% Increase In App approval ratings 10k New Enrollments In the new centralized system

Headquarters India

Products Oil refining, exploration & marketing

Web Site

Featured Partner Deloitte Touche Tohmatsu India LLP

Bharat Petroleum

Business Challenges • Challenges in providing a delightful customer experience for their customers and channel partners • Relied on multiple homegrown systems to serve customers where each business unit communicated with customers in silos, fracturing the customer experience • Multiple loyalty programs across businesses with minimal or no personalization, lack of omni-channel service/self service, no single loyalty currency across the businesses, no product bundling or subscription options available, and lack of digital marketing Customer Benefits • Connected the customer journey seamlessly across all routes to market including B2B, B2B2B, B2C and B2B2C, and digitized the entire process of customer on-boarding to fulfilment • Customers can carryout self service in all the programs in a variety of ways with many new features and improved processes • Identify customers affiliation to services across programs, which then can be analyzed and acted upon “We have launched “Project Anubhav” (Anubhav means experience in Hindi) where we want to create an exceptional and consistent customer experience underpinned by three foundational pillars - Convenience, Personalization, and Trust. 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 and one-stop solution for all kinds of customers and at the same time deliver exception customer convenience and personalization to customers consistently.

Rahul Tandon Head Digital Transformation (Project Anubhav) Bharat Petroleum Corporation Limited

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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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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.”

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

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BreakThru Beverage Wholesale Distribution | NA SAP Commerce Cloud SAP Customer Data Platform

Wholesale Distribution

One of North America’s largest distributors of wine and spirits, Breakthru Beverage is a family-owned, relationship-oriented business grossing more than US$6 billion in annual sales.

+27% Purchases From all points of distribution < 166,000 Calls Or text inquiries to customer support US $8.4 Million Generated from incremental purchases

Headquarters United States

Products Distributor of wine and spirits

~US$6 B Revenue

Web Site BreakThru

Business Challenges • Highly regulated operating environment • Compliance with a myriad of federal, state, and local regulations pertaining to the sale and distribution of alcohol across the country • Significant variations in how different states enforce liquor regulations • Independent, state-based relationships with national suppliers that need to be maintained Customer Benefits • Elevated business-to-business buying and ordering with a consumer-like commence experience • Embraced strategic selling and created a model to serve customers in the ways they want to be served • Deepened relationships with customers and increased incremental purchases from existing accounts • Presented the right products to the right customers in the right state at the right time, driving conversion

“Using SAP Commerce Cloud as the engine for our e-commerce business Breakthru Now, we are delivering on our strategy to make it easy to do business with us. Our B2B customers can now self-serve from our Web site to replenish supplies or discover new products when and where it suits them.”

Mike Boswell Vice President, Digital and E-Commerce Breakthru Beverage Group LLC

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

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Consumer Products

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

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

Featured Partner Smartzer

Headquarters Germany

Products Home appliance manufacturer

Revenue

Web Site

bsh-group.com

€15.9 B

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

Aysenur Evcil Head of Global D2C BSH Home Appliances

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Canac Corporation Retail | NA

Retail

Canac—the first independent hardware and construction materials chain from the Quebec City region—is the product of over 140 years of experience. This great company offering over 25,000 products stands out from its competitors through its personalized customer service and competitive prices.

SAP S/4HANA | SAP Commerce Cloud SAP Analytics Cloud | SAP Datasphere

React Faster To external pressures to the company and their customers Solid Ecosystem For Customer Experience with the foundation of SAP S/4HANA and SAP Analytics Cloud

Headquarters Canada

Products Hardware and construction materials

Web Site canac.ca

Business Challenges • The ability to offer flexibility and agility in their B2C retail processes as they do for their contractors, including changes to delivery dates and order modifications, in-store and online Customer Benefits • Starting with a strong foundation with SAP S/4HANA, Canac implemented SAP Commerce Cloud and SAP Industry Cloud to bring this into a solid ecosystem for a great customer experience • Since moving to S/4HANA, there is more data. SAP Datasphere and SAP Analytics Cloud allows for the use of this data faster, resulting in faster reporting and faster decision making in new situations • Being able to use the data to build new models and reports faster gives Canac the ability to react faster to external pressures to the company or their customer experience

“We chose to mix SAP S/4HANA, SAP Commerce Cloud and SAP Industry Cloud all together to bring this into a solid ecosystem.”

Thomas Laberge CIO Canac Corporation

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

Consumer Products

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

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

Headquarters United States

Products Retailer of heavy-duty working clothes

US$1.9 B Revenue

Web Site Carhartt

Business Challenges • Outdated online sales experience that does not meet the expectations of tech-savvy customers • Growing importance of peak sales days, such as Black Friday, for a diverse consumer base • Demand for mobile experiences, with 70% of all Carhartt purchases made on mobile devices Customer Benefits • Built a modern, unified e-commerce experience for a diverse and growing consumer base • Met customer demand for mobile access to e-commerce and increased the number of mobile sales • Created the foundation for future innovations and improvements to the customer experience • Improved system performance to withstand shopper demand during peak sales days • Gained resilience to withstand disruption and fulfill customer orders with fewer cancellations • Provided the foundation for a planned e-commerce expansion into Europe with support for GDPR

“We needed a solution that could stand up to task during the busiest times of the year. SAP Commerce Cloud holds up from an infrastructure and performance standpoint. The solution reacts to traffic so customers can connect with our products.”

Donavan Marchywka Director, Digital Solutions Carhartt Inc

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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.

2023 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 tenth time in a row.

Read the Study

Read the Exerpt

SAP named a Leader Learn why SAP was recognized in the IDC MarketScape: Worldwide Enterprise B2C Digital Commerce Applications 2024 Vendor Assessment.

Read the Press Release

Read the Exerpt

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Changi Airport Travel and Transportation | APJ SAP Commerce Cloud

Travel and Transportation

Changi Airport Group operates Singapore Changi Airport, one of the world’s leading airports, which serves more than 80 airlines flying to 120 countries. They are responsible for airport operations and management, air hub development, commercial activities, and airport emergency services.

5x Expansion Of airport merchants +3x SKUs In merchandise SKUs with strong PIM product management >70,000 Growth Of customer base, both travelers and non- travelers

Headquarters Singapore

Products Airport operations and management

Revenue

Web Site

SGD$944 M US$696 M

Changi Airport

Business Challenges • Improve shopping experiences at Singapore Changi Airport, one of the world’s most innovative airports • Meet customers’ expectations for modern e-commerce and omnichannel shopping experiences • Implement an e-commerce platform that can support a goal of 10 times growth in online business Customer Benefits • Created iShopChangi, an enterprise-grade B2C e-commerce experience that connects customers with airport merchants virtually anywhere • Achieved fast time to value with capabilities immediately ready to use • Implemented intelligent and flexible integration options, including strong API support • Launched a future-ready platform with ongoing capability updates • Debuted new initiatives that enhance customer experiences, including BEAUTIQUE by iShopChangi, which pairs the convenience of shopping anywhere with personalized in-store engagement

“We launched our new platform in the middle of 2020. This has enabled us to pivot and scale the business beyond pre-COVID-19 levels, serving our customers amid the pandemic.”

Teo Chew Hoon Group Senior Vice President Airside Concessions, Changi Airport Group

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Christchurch City Council Public Sector | APJ SAP S/4HANA, public cloud SAP Business Technology Platform

Public Sector

Christchurch City Council is the local government authority for Christchurch, New Zealand. The vision for the Council’s digital strategy will strengthen the city’s resilience to future challenges.

SAP Commerce Cloud, citizen engagement accelerator | SAP Customer Data Cloud SAP Service Cloud

$20M in 5 Years Estimated savings moving to end-to- end digital processes with SAP 1,608 Hours Saved in 6 Months Time saved with improved processing of Land Information Memorandum (LIM) requests 96% Online Requests By introducing digitized processes

Headquarters New Zealand

Products Local government authority in Christchurch, New Zealand

Web Site ccc.govt.nz

Featured Partner DXC Technology

Business Challenges • Customer request and asset management systems were end-of-life and could not be extended to meet changing needs or new legislative requirements • Multiple point solutions and a lack of integration made customer service processes lengthy • Improvements to service delivery times were challenged due to a lack of automation and reliance on spreadsheets Customer Benefits • Upgrading SAP S/4HANA increased performance and gave Council greater disaster recovery capability for improved resilience • Moving from analogue to digital processes is estimated to save Council around $20m over five years • Automation of routine processes allowing Council to refocus resources in areas where personal interaction is more valuable • Citizens are using the Citizen Portal to quickly and easily interact with the Council to report issues, request services (both no charge and paid) and pay invoices

“The Council has transformed back-office processes by moving to a cloud-based, standardized ERP system to leverage the extensive capabilities of SAP Customer Experience solutions.”

Christchurch City Council

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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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Computacenter Wholesale Distribution | EMEA SAP Commerce Cloud | SAP BTP

Wholesale Distribution

Computacenter plc is a British multinationalthat provides computer services to public- and private-sector customers. It is a UK company based listed on the London Stock Exchange and is a constituent of the FTSE 250 Index.

2 Million Devices Shipped to one major client’s end users during the COVID-19 pandemic 20 Minutes From the receipt of a new order to processing in the warehouse +300% Volume Increase in volume of online orders, processing up to 800 new orders per hour

Headquarters United Kingdom

Products IT sourcing, implementation and management service

£6.7 B (US $7.9 B) Revenue

Web Site

computacenter.com

Business Challenges • Shift in the way that Computacenter’s clients want to procure technology to end user self-service • Legacy web shop for purchasing professionals was powerful, but complex and cumbersome • Desire to streamline the ordering experience with custom catalogs and tailored customer journeys • Need for rapid onboarding to support a major new partnership with a UK government client Customer Benefits • Deployed an engagement platform for thousands of government facilities in less than 3 weeks • Delivered millions of laptops to end users to help them stay productive during the pandemic • Kept services online with zero downtime, even when demand spiked far beyond expectations • Helped clients boost productivity by accelerating the delivery of IT equipment from weeks to days “Our SAP Commerce solution helps make Computacenter more compelling than the competition. We’re the only partner that can truly tailor the purchasing experience for each client and empower their end users to make the right decisions.”

Chris Hanson Group Industrialization Director Computacenter plc

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Deli Home

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Mill Products

Deli Home is a manufacturer of custom wood products for interior purposes, such as storage furniture and doors.

Building Materials / Furniture | EMEA SAP Commerce Cloud | SAP ERP SAP’s Industry Cloud | SAP Industry Cloud

12% Increase In sales conversions New Markets Expanded with ease Reduced Waste And errors in the production process New Sales Channel Introduced a new B2B portal that now supplies spare parts for their products

Expivi 3D Product Configuration Partner Solution

Featured Partner Expivi

Headquarters Netherlands

Products Products in hospitals and nursing homes

Web Site

deli-home.com/en//

Business Challenges • Need to Improve e-commerce experience and retailer relationships • Enhance automation and production processes • Reduce waste of unused supply with improved inventory control Customer Benefits • Increased range of sales channels on new websites of retailers • Reduced amount of waste and errors in the production process • Accessed important new insights into the consumer purchase funnel

“Ordering wooden panels was never this easy. Our retail partners can implement our 3D configurator on their own websites. This gives the website visitors access to a 3D environment in which they configure the custom product. Step by step during this configuration, they immediately get the result presented in the 3D environment. Thanks to the configurator, our retail partners see the conversion increase, customer has an excellent understanding of the product they have ordered.”

Wart van Nutland Category Manager Deli Home

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

Featured Partner FELECE

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.

“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.”

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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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