SAP CX Value Stories - SAP Commerce Cloud

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.

SAP Commerce Cloud Value Stories

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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Search SAP Commerce Cloud Stories by Industry

Automotive ElectraMeccanica Vehicles Aerospace & Defense Bell Textron Satair

Chemicals Ballance Agri-Nutrients

Engineering, Construction, and Operations HORSCH Topcon

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Consumer Products ALDO Aryzta Asaleo Care Beiersdorf B/S/H Home Appliance Group Carhartt Flexi Hisense Group HOFMANN’s Miele Professional Moen Molton Brown Nestlé S.A. Rheem Australia Swinkels Family Brewery Vileda / Freudenberg Yurun Group

Healthcare Mindray

Horizon Global Mitsubishi Fuso

smart Europe TATA Hitachi Toyota Motors Philippines

High Tech Kodak

Industrial Manufacturing AVL List AZO Lingong Heavy Machinery Wilson Tool

Additional Details

Building Products Arauco CSR Limited Deli Home Eczacıbaşı Building Products Franke Home Solutions Laminex

Analyst Ratings

B2B & B2C Commerce

Road Map & Releases

Help & Support

Saint-Gobain Stiegelmeyer Ursa Insulation

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Public Sector Christchurch City Council

Travel & Transportation Cathay Pacific Airways Changi Airport Group Telecommunications Liberty Latin America VOO

Life Sciences New England Biolabs Roche

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Retail Fabindia

Metals ArcelorMittal Nippon Steel Gallagher Jindal Stainless Tata Steel Netherlands thyssenkrupp Materials Svcs

Innovasport LK Bennett Penti Sansibar Siko Travel Retail Norway Virgin MegastoreDubai

Utilities MVV Enamic

Wholesale Distribution Arrow Electronics Breakthru Beverage Computacenter DKSH Richter+Frenzel Rodan+ Fields thyssenkrupp Materials Svcs

Additional Details

Mill Products Mosel Türen

Analyst Ratings

Sports & Entertainment DAIMANI KoelnMesse

B2B & B2C Commerce

Oil & Gas Bharat Petroleum

Road Map & Releases

Help & Support

Professional Services PwC

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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.”

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Gregoire Barat VP, Digital Products and Experience ALDO

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Arauco

Building Materials

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

Metals

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

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

Web Site

Headquarters India

amns.in

and

sales conversion

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

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

“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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Arrow Electronics Wholesale Distribution | NA SAP Commerce Cloud SAP Cloud Platform Audit Log Management

Wholesale Distribution

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.

+33% Successful Customers are able to find the company through organic Web site searches ~35 Data Feeds Connect into SAP Commerce Cloud which supports massive volume 10 Million Items in the pricing catalog

Headquarters United States

Products Enterprise computing solutions

US$29 B Revenue

Web Site

Arrow

Business Challenges • Expand and scale the existing on-premise license count, limited to two regions, to Europe, Southeast Asia, and the United States with a cloud solution • Streamline and personalize the customer experience to avoid confusion across the different Web sites • Simplify the login experience across all Web sites Customer Benefits • Invested in building a unified customer experience by implementing new capabilities that include individualized search results for user profiles, customer promotions, additional product data, loyalty- program registration, and pricing transparency • Achieved operational benefits and controllable costs without compromising on performance • Delivered three data centers critical for global customers and eliminated infrastructure management • Expanded the existing license count to scale the business to new regions by refocusing IT staff from on- premise work to strategic initiatives and onboarding other business units

“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.

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ARYZTA Consumer Products | EMEA N SAP Commerce Cloud SAP Services and Support

Consumer Products

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.

6 Weeks To migrate to SAP Commerce Cloud on the public cloud infrastructure 90% Faster To deploy new functionality for the online store Lower TCO Reduced total cost of ownership and time spent on online store maintenance

Headquarters Ireland

Products Bakery products

€3,797 M Revenue

Web Site ARYZTA

Business Challenges • Establish a robust e-commerce infrastructure that can support ongoing growth in online sales • Keep pace with fast-changing markets by enabling regular updates to the online store • Improve access to the latest capabilities by simplifying upgrades to the e-commerce solution Customer Benefits • Enabled constant updates to the online store to incorporate the latest e-commerce innovations, making the

purchasing process smoother and improving the customer experience • Removed reliance on external partner to execute changes to the store • Reduced time spent on online store maintenance, lowering the cost of ownership

“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

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Asaleo Care Consumer Products | APJ SAP Commerce Cloud | SAP CPQ

Consumer Products

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

-30% Decrease In manual orders emailed to customer service +0.5% Increase In overall revenue 360˚ View

Headquarters Australia

Products personal-care and tissue products

Revenue

Web Site

Featured Partner FAIR CONSULTING GROUP

AUD$420 M

Asaleo Care

Business Challenges • Transform its digital landscape and deliver a superior customer experience to its customers and distributors • Lacking price support, rebates, product-delivery information, and communication consistency • No focus on the customer experience including inconsistent order confirmations, manual invoicing, visibility and accessibility Customer Benefits • Introduced a customer-first distributor portal as part of a wider digital transformation initiative which provides a fully integrated ‘inquiry-to-cash’ (inquiry, quote, order & contracts, customer specific pricing, accounts & payment) and ‘cash-to-service’ (claims, credits, rebates & asset management) portal. Customers have already responded well to demonstrations so far with over 200 registered for the new platform • The portal includes a flexible, scalable and integrated SAP CX solution using SAP Commerce Cloud, SAP CPQ (Configure Price Quote) and SAP BTP (Business Technology Platform) with integration to existing SAP ECC and CRM “FAIR Consulting Group is a good partner to work with on customer enabled technologies, given the quality and experience of their people. They have been completely transparent in design, implementation costs and time.”

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

Dan Kotiah General Manager IT ASALEO CARE

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AVL List Industrial Manufacturing | MEE SAP Commerce Cloud

Industrial Manufacturing

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.

15,000 Users Registered + 10x Performance the shop compared to the old system Same Day Delivery Spare parts in stock are shipped the very same day for orders received by 3 p.m.

Headquarters Austria

Products Development, simulation, and testing of drive systems for automotive

Revenue

Web Site

€1.7 B

AVL

Business Challenges • Make it easier for customers to identify the spare parts they need • Optimize the performance of the online shop • Improve productive efficiency of test beds for customer Customer Benefits • Logistical processes were greatly automated and accelerated: if a customer orders by 3 p.m., spare parts on stock are shipped the very same day • Customer-specific price agreements are automatically displayed in the online shop through the ERP system • Customer tailored privileges and roles (unique to each customer company) allow only authorized employees to complete orders. For instance, technical supervisors may place product in the shopping cart, but only the buyer can approve the purchase • Other services, such as training, are also offered in the online shop • The shop acts as an information portal for customers and AVL employees: providing product specifications, life cycle data or stock levels of each individual product

“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 Management Solutions AVL Global Customer Services

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AZO Industrial Manufacturing | MEE SAP Commerce Cloud

Industrial Manufacturing

AZO is a company that engineers, builds and installs components and complete systems for bulk material handling requirements for the food, snack, bakery, chemical, plastics, confectionery, and pharmaceutical industries.

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

Headquarters Germany

Products Systems for the food, chemical, plastics, and pharmaceutical industries

Web Site

Featured Partner B4B Solutions

AZO

Business Challenges • The company needed to transform their systems to stay competitive. One of their problems was that there was no central portal to make it easy to do business online. The idea behind my “MyAZO Plus” was that the customer could access the relevant digital services via self-service portal. Customer Benefits • Thanks to the integration to their ERP systems, AZO now has wide variety of information records, and they have the relevant material master data, as well as the accounts receivable master data. Additional components include for example, the upload or download of product data sheets, the project journal, virtual reality, planning in a 3D scanned world. And it’s very important that it’s a central platform. AZO doesn’t have to give the customer 5 access data log ins to access data. That’s a huge added value for the future, and a solid basis on which AZO can build.

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

Thomas Steinbach CIO AZO GmbH & Co. KG

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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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Beiersdorf Consumer Products | MEE SAP Commerce Cloud | SAP ERP SAP ActiveAttention

Consumer Products

Beiersdorf has stood for innovative, high- quality skin care products and pioneering skin research for 140 years. Leading international brands such as NIVEA, Eucerin, La Pairie, and Hansaplast/Elastoplast are used by millions of people around the world day after day.

+300% D2C Business In one year 1,100 B2B Orders Each month on the website -60% Time to Launch For new online shops

Headquarters Germany

Web Site Products Skin and body care products Beiersdorf

Featured Partner Arvato Systems GmbH

Business Challenges • Make it easier for retailers to place and manage their own orders on a business-to-business Web site • Create an online shop for its employees, enabling the company to offer exclusive staff deals and for consumers to not only read about products but to buy them using shopping cart functionality • A backend e-commerce management solution with rich functionality required to manage orders for different target customers smoothly and efficiently where the ideal solution would connect with multiple storefronts and could be rolled out quickly as they enter new markets Customer Benefits • Increased sales revenue through online shopping functionality on consumer Web sites • Improved purchasing experience for wholesalers, who can place and track orders on a dedicated online store and a convenient shopping experience for people wanting to take advantage of employee offers • Rapid deployment of new web sites, thanks to template-based deployment and APIs that enable connection to third-party storefronts • Simplified IT infrastructure, with all web sites using the same e-commerce backend

“SAP Commerce Cloud offers robust back-end functionality, template-based deployment, and APIs that enable us to link to any type of storefront. This means we’re well-positioned to move quickly to open online stores in new markets.”

Thorsten Philipowski IT Product Owner E-Commerce Beiersdorf Shared Services GmbH

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Bell Textron Aerospace and Defense | NA SAP Commerce Cloud | SAP Service Cloud SAP Marketing Cloud

Aerospace and Defense

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

600,000 SKUs Successfully migrated to SAP Commerce Cloud -12 Months Smooth deployment with simplified architecture

Headquarters Country

Products Manufacture of and aftersales

US$3.5 M Revenue

Web Site

Featured Partner PwC.com

BellTextron.com

services for military and commercial helicopters

Business Challenges • Provide a single point of customer access to comprehensive fleet management services, from training to support and spare parts • Replace multiple customer touch points with a single, modern, and digital experience • Eliminate data silos to achieve a 360-degree view of all customer interactions Customer Benefits • Enhanced customer experience, with single-sign-on functionality and self-service capabilities providing quick and easy access to a wide range of services in one location • Creation of new revenue streams by transitioning to a subscription model for sales of technical maintenance manuals • Automation of warranty creation on aircraft sales, reducing the process from weeks to days • Ability to get a full picture of customer engagements, increasing the understanding of customer needs • Simplified IT architecture, streamlining maintenance processes and reducing IT costs

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

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

Sobha Mulukutla IT Director and Business Partner Bell Textron Inc

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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

Mill Products

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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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 Appliance Group

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.

Consumer Products | MEE SAP Commerce Cloud | Smartzer

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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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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Cathay Pacific Travel and Transportation | APJ SAP Commerce Cloud

Travel and Transportation

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.

800 Partners Offering thousands of products and services 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

HK$3.55 B US$610 M Revenue

Headquarters Hong Kong

Products Airline & loyalty program

Web Site

Cathay Pacific

Business Challenges • To stay ahead of the competition, they needed a new e-commerce solution needed to meet their customers demands online • Customers wanted a new way of using their loyalty miles, like using their miles to purchase products, donate to charity, or buy gift cards so they can buy groceries • They needed a solution that they can grow with, to continue evolving the experience with new services and features to build their online brand awareness and offer the services their customers want now Customer Benefits • Faster time to market – using SAP Commerce Cloud, they are able to deliver products and services faster • Power of Choice – They are able to 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 are able to combine points with cash to buy more

Paul Smitton CEO Asia Miles Limited, Cathay Pacific Airways “ Consumers are loving the modern retail experience we have built. We know our customers have high expectations and they have to have a great online experience to meet those expectations. We would be in a bad spot if we didn’t implement SAP Commerce Cloud when we did. We are now expanding our offerings online rather than catching up with everyone else.”

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This is what analyst say about SAP Commerce Cloud

Providing a Differentiated Customer Experience in a Rapidly Changing World IDC's survey of 1000 business leaders unveil a dynamic CX landscape. Explore the technology, data insights, and business processes driving exceptional customer experiences.

Forrester: Total Economic Impact of SAP solutions

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 ninth time in a row.

Check out Forrester’s TEI report to understand the potential of return on investment when deplying SAP Commerce Cloud.

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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.

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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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Computacenter Wholesale Distribution | EMEA N 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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CSR Limited Building Materials | APJ SAP Commerce | SAP Integration Suite

Building Materials

CSR Limited is an Australian public company that generates revenue from the manufacture and supply of building products and aluminum.

Reduced Costs Of CSRs operations Centralized and Consistent

Headquarters Australia

Products Building and construction materials

Web Site csr.com.au

Featured Partner FAIR Consulting Group

Business Challenges • Redesign the IT landscape and streamline business processes was being hindered by a lack of integration between multiple platform. This disparity across systems and channels was leading to inconsistent product data, which impacted poorly on customer experience. The inability to efficiently organize and manage data reduced transparency throughout the customer journey, creating miscommunication with excessive manual handling and processing. • Enable a smoother flow of data across the enterprise and efficient development of new solutions to Lacking Product Information Management (PIM) and Data Asset Management (DAM) systems, CSR was unable to provide customers with the right insights, visibility, and convenience that they demanded in this digital age of instant access and constant communication. Customer Benefits • B2B portal provides anytime, anywhere access to purchase order history, order tracking, order documents, and invoices for your dealer and OEM network.

Enrichment of product data, attributes and digital assets leading to reliable and accessible data Decrease in Manual Updates & Errors Up-to-date product information helping to save time and to create a positive experience for customers

“FAIR bring great experience in designing and delivering customer-facing initiatives whilst they demonstrated delivery experience, they also have enough insight and capability to stretch our thinking.” Cameron Webb EGM Transformation Technology and Digital CSR Limited

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Sports and Entertainment

DAIMANI is the world’s first marketplace for all major VIP hospitality experiences, connecting official event providers with corporates and individuals.

>70 Currencies 30 payment methods, and seven languages supported One Platform Platform for booking events on six continents 100% Integrated IT landscape

Headquarters Switzerland

Products VIP hospitality tickets for sports, music and culture

Web Site

DAIMANI.com

Business Challenges • Lack of a single marketplace for VIPs to find and book tickets to events • Need to provide customers with one-stop access to the world’s most exciting experiences • Desire to create a cloud-based platform that integrates event management, finance, and sales and removes language and pricing barrier Customer Benefits • Worldwide portfolio of VIP hospitality events and a digital-ticket access pass that enables global fulfillment • Diverse range of personalized services available in a real-time purchasing marketplace • Transactional API integration to third-party interfaces and systems, real-time data integration, and white- label solutions • Integrated technologies, delivering a unique customer experience and smooth purchasing processes “Our vision at DAIMANI is to be the first global marketplace for VIP hospitality so that every customer in the world can have access to every VIP experience they want to buy or attend. SAP Integration Suite enables integration of event management, finance, and sales.”

Max Müller CEO DAIMANI AG

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Deli Home

Building Materials

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

Building Materials / Furniture | EMEA N 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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