Retail Industry & CX Value Stories

This eBook contains one-page excerpts of SAP Industry and Customer Experience success stories within the Retail Industry, 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 Customer Experience and Industry solutions.

Customer Experience Value Stories

Retail

Transform shopping experiences on every channel — and improve sustainability across your value chain — with our cloud retail solutions.

This flipbook highlights success stories of companies in the Retail industry.

Gain a deeper understanding of the experience , financial and operational advantages that result from implementing SAP end-to-end solutions to support your transformation to an intelligent enterprise.

eBook questions? Email: Laryssa.Fonzo@sap.com

Visit the Retail Industry on SAP.com

Visit CX for Retail on SAP.com

How to use this eBook

Navigate to a page number

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

Double-click anywhere to instantly magnify

Click to turn page

Click box to open video

Click button to open full story

Click arrow to jump to last page

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

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Retail companies are balancing disruption and continuity

Today, retail companies are challenged by higher customer expectations and new market entrants disrupting the industry, while at the same time they must continue to run a profitable retail business in tough economic times.

INTERNAL –SAP and Partners Only

Industry Trends Global megatrends affecting Retail Industries

Sustainability paradigm shift 80% of businesses believe sustainability will have a long term impact on profitability

Consumers demanding new levels of value 10%

Disruptive market entrants 53% increase in new business applications were filed in 2021 in the US alone

Purpose-driven retail 83% of Millennials favor brands that align with their values and prioritize ethical consumption over price

of customers strongly agree that most brands deliver on what they consider a “good experience”

Retail companies are balancing disruption and continuity.

Download the Whitepaper: Intelligent Enterprise in Retail

Whitepaper: Become a leader in the next era of retail

Whitepaper: Five trends shaping the future of retail

Strategic Priorities Attain your organization’s vision

Omnichannel retail: commerce everywhere

Sustainable shopping

From in-store digital displays to online marketplaces and pop- up stores, today’s omnichannel retail eliminates the lines between channels. To compete and thrive, retailers must provide seamless shopping

Today’s consumers want to purchase from companies that demonstrate sustainable business behavior. Fortunately, sustainable business is good business and circular economy principles and zero waste through better planning can make a real difference to the bottom line. Advanced technologies are essential to provide the transparency that is required.

experiences that exceed customer expectations.

Customer convenience

Marketing personalization

Curbside pickup, “buy online pick up in store” (BOPIS), “scan and go,” and “just walk out” options are here to stay, allowing customers to shop and collect goods conveniently. Micro fulfillment centers and partnerships with last-mile companies, such as Uber and Lyft, offer additional customer- pleasing options – all made possible through smart technologies.

Understanding changing trends and unique customer preferences is key to the success of every retail business. Powerful retail analytics can shed light on customers’ current and future needs, helping retailers shape their offerings. Personalized marketing and experiences – based on consent and trust – build customer loyalty and, ultimately, profitability.

Drive Customer Centricity

Implement digital supply chains

Redefine the role of stores

Create circular supply chains from the suppliers to the consumers’ homes and back. Enable fast response to changes in demand and supply.

Serve the “segment of one”

Reimagine the store as the command center for unified commerce. Empower the store associates to personalize each consumer's trip. Connect the digital and physical.

Personalize with purpose. Differentiate through value- added services. Meet unique

customer needs and preferences at scale.

Be customer centric across the value chain

Leverage platform scale and ecosystems to support vertically integrated business models. Create sustainable outcomes and higher brand loyalty. Demonstrate Sustainability in Retail

Put the customer at the center of decisions. Enablepersonalized interactions with a curated assortment of sustainable products.

Success Strategies Achieve your business goals effectively

Customers are everywhere. Products can be anywhere. These Success Strategies from SAP help to bring this all together.

What is SAP for the Retail Industry?

Find the best SAP Partners to meet your unique needs Curbside pickup, “buy online pick up in store” (BOPIS), “scan and go,” and “just walk out” options are here to stay, allowing customers to shop and collect goods conveniently. • Marketing personalization Understanding changing trends and unique customer preferences is key to the success of every retail business. Powerful retail analytics can shed light on customers’ current and future needs and personalized marketing and experiences build customer trust, loyalty and, ultimately, profitability. • Sustainable shopping Retailers face new challenges in the way goods are marketed, bought, fulfilled, delivered, and sold in a highly competitive marketplace, but emerging technology innovations are ushering in new opportunities as well. Retailers can leverage technologies, such as cloud, AI, robotics, IoT, and VR/AR, to provide the shopping experiences that delight customers. • Omnichannel retail: commerce everywhere To compete and thrive, retailers must provide seamless shopping experiences that exceed customer expectations. • Customer convenience Today’s consumers want to purchase from companies that demonstrate sustainable business behavior. Advanced technologies are essential to provide the transparency that is required.

Retail Re-Imagined with AI

AI-driven retail capabilities

Intelligent Retail

Align Front-To-Back Office Business Processes to Deliver Seamless End-To-End Omni-channel- Experiences on A Single, integrated Technology Platform with Industry Specialization

Customer Engagement

Service

Industry Prebuilt Solutions

Sales

Business Processes

Customer Data

Partner Ecosystem

Digital Core

Commerce

INTERNAL –SAP and Partners Only

Intelligent Retail Connects experiences across the value chain

Partner Ecosystem

ENTERPRISE RESOURCE PLANNING

MARKETING

Customer Insights

SUPPLY CHAIN MANAGEMENT

COMMERCE

Business AI

Customer Data

Operational Data

FINANCIAL MANAGEMENT

SALES

BUSINESS NETWORKS

Operational Insights

HUMAN CAPITAL MANAGEMENT

SERVICE

Partner Ecosystem

SAP breaks down these barriers, enabling organizations to deliver the personalized and relevant experiences customers want while still maintaining profitability.

Intelligent Retail from SAP Be amazing every time

Insightful

Adaptive

Connected

AI-powered analytics allow you to deeply understand your customers to personalize shopping and enthuse your highest value customers

Composability and a vast partner ecosystem empower you to upgrade the shopping experience, redefine your stores and create new business models

Deep integrations with all SAP retail solutions ensure seamless and transparent shopping from discovery, to service and returns

Search by Sub-segment

Fashion

Convenience

Grocery

big big shop Bulk Powders Canac Corporation Contorion Easyparapharmacie Feel Good Contacts

Marine Deals Party Delights Petco Mexico Pizza Hut Sally Europe Travel Retail Nordics

Axfood COOP Foodstuffs South Island Kaufland Salling Group Zoomalia

Aesop Australia ALDO adidas Runtastic ASICS Born BrandAlley City Beach CUE Fabindia Frasers Group

Happy Socks Innovasport Levi Strauss & CO. LK Bennett Love, Bonito LUISAVIAROMA Molton Brown Nike Hong Kong Outnorth PUMA Sansibar SCOTT Sports

Hard Lines

Char-Broil Elkjøp Philips Domestic Appliances Replacements Siko The Tile Shop

GolfOnline Grupo Axo

Click to explore CX solutions for modern retail experiences

Find the best SAP Partners to meet your unique needs

Click to learn more about innovative solutions in the Retail Industry

Search by Solution

SAP Emarsys Customer Engagement Solutions Levi Strauss & CO. LK Bennett Love, Bonito LUISAVIAROMA

Sales Management Industry Cloud ASICS Axfood Born COOP Foodstuffs South Island Innovasport Kaufland SCOTT Sports

SAP Commerce Cloud Aēsop Australia ALDO Canac Corporation Elkjøp Fabindia

SAP Emarsys Customer Engagement Solutions adidas Runtastic ALDO big big shop BrandAlley 1 w/Mention Me

SAP Business Transformation Platform (BTP) / SAP Integration Suite ALDO Canac Corporation Elkjøp Fabindia Foodstuffs South Island Philips Domestic Appliances Sansibar SCOTT Sports Siko SAP S/4HANA – SAP ERP Integrations Canac Corporation Fabindia Philips Domestic Appliances Sansibar The Tile Shop

BrandAlley 2 Bulk Powders

Marine Deals Molton Brown Nike Hong Kong Outnorth Party Delights Petco Mexico Philips Domestic Appliances PUMA Replacements Salling Group Sally Europe SCOTT Sports Zoomalia

Innovasport LK Bennett

Char-Broil City Beach Contorion CUE

Molton Brown Petco Mexico Sansibar SCOTT Sports Siko Travel Retail Nordics

SAP Service Cloud Elkjøp SCOTT Sports

Easyparapharmacie Feel Good Contacts Frasers Group

GolfOnline Grupo Axo

SAP Customer Data Solutions Grupo Axo

Industry Cloud BrandAlley Fabindia SCOTT Sports

Happy Socks Innovasport

Petco Mexico SCOTT Sports

Convenience

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big big shop Retail | GC SAP Emarsys Customer Engagement

Retail

big big shop is an online shopping platform owned by Television Broadcasts Limited in Hong Kong. The business sells across a wide range of product categories, including food, home goods, and as-seen-on-TV kitchenware using a “show-and-sell” approach.

+ 282% Increase Active Customers +283% Growth Number of orders +96% Added Average Order Value +113% New First Purchases

Headquarters Hong Kong

Products Beauty and health products

bigbigshop Web Site

Business Challenges • Lacked a solution for readily identifying shoppers and retaining loyal customers • Better engagement strategies than the generic batch-and-blast emails • Relied on manual and time intensive processes Customer Benefits • Gained insights across their customer lifecycle to provide better personalization across channels, including their website and mobile app • Could rapidly automate key customer journeys to automate 40% of their revenue with abandon cart, abandon browse, and post-purchase surveys • The right product recommendations were automatically served to the right customers consistently across email, website, and mobile app • Acquired new high value customers based on their existing loyal customer profiles

“Emarsys allows us to build all of our templates and logic for different campaigns, which increases the effectiveness of the strategies we are rolling out. We are now able to run several automated targeted programs and send many ad-hoc campaigns without a hassle.”

Eric Lau Marketing Director big big shop

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Bulk Powders Retail | EMEA N SAP Emarsys Customer Engagement

Retail

Bulk is the UK's fastest growing supplier of sports nutrition & bodybuilding supplements. Bulk began trading exclusively online in 2005. Since then the company has grown to a state of the art 16,000 sq ft. warehouse and manufacturing facility based in Colchester, Essex.

500 Journeys Unique automated navigation +70% Retention Of customers 1 Million Registered customers +65% Opted In For receiving emails

Headquarters United Kingdom

Products Nutrition and supplements

bulk.com Web Site

Business Challenges • Create a simplified customer journey using technology, with a balance of automation with human-led marketing techniques • Provide an experience throughout the series Customer Benefits • Reduce manual HTML updates • Save time and resource • Support omni-channel engagement • Increase social following • Keep email content up to date

“With Emarsys, we are creating personal 1-to-one experiences for our 1.5 million customers globally. We have automated 500 unique journeys, which resulted in 70% retention.”

Mark Sherwood Global Head of Trading and Marketplaces Bulk

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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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Contorion Retail | MEE SAP Emarsys Customer Engagement

Retail

Contorion is an e-commerce business serving 110,000 German and Austrian B2B craftsmen and ambitious DIY B2C customers. More specifically, Contorion.de is a B2B online marketplace for maintenance, repair and operations (MRO) products.

+5% Converted Increased conversion rate from first-time to second-time buyer +34% Orders Increased average order value +62% Activity Increase activity on the website

Headquarters Germany and Austria

Products products for industrial and trade supply

Web Site

contorion.com

Business Challenges • Creating consistent experiences across all channels • Integrating loyalty throughout the customer journey • Maximizing efficiency without IT • Growing revenue Customer Benefits • True omnichannel loyalty from email to the website loyalty wallet • Seamlessly integrated and launched within a couple of weeks by personalizing all existing channels with loyalty points, status, actions, and rewards • Enabling a simple drag-and-drop to add loyalty to existing automations, campaigns, and channels — without adding more workload • No dependency on IT. The CRM team can easily launch new touchpoints to engage with customers • The loyalty program leveraged historical data and automatically matched existing customers with points and status, based on their previous purchase value and volume “In the end, we compared three other vendors to Emarsys, and to me, Emarsys was very personalized compared to the others who had a much more generic approach to loyalty.”

+5% Purchases Increase in repeat purchases

Florian Menge Senior CRM Manager Contorion

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Easyparapharmacie Retail | EMEA N SAP Emarsys Customer Engagement

Retail

Easyparapharmacie is the leading online pharmacy in France. This family-owned business, established in 2007 in Nice, now has a global presence, a product catalog of 25,000 products, and 800 brands from the largest pharmaceutical laboratories.

5x Revenue Increase from automated campaigns +101% Leads Increase in leads converted into active customers +55% Came Back Defecting clients won back to active +45% Revenue Increased revenue from ad-hoc campaigns

Headquarters France

Products supplies food supplements, cosmetics, beauty, health, and parapharmaproducts

Web Site

easypara.com

Business Challenges • Previously using a renowned marketing cloud, Easyparapharmacie continuously needed many technical resources to execute and optimize their marketing • The time and cost involved weren’t translating into the returns the company had hoped for. Very few automations were possible, which meant that the team was spending a great deal of time performing manual tasks on a regular basis • The segmentation was not optimized, giving little visibility to the performance of CRM activities as well as understanding clients both individually and as a cohort Customer Benefits • All channels are integrated in a single platform, eliminating the need to navigate between different tools • Better personalization tools allow the team to personalize email and website visits with targeted automations, like product recommendations • Data stored on a single platform delivers an enhanced 360-degree view of customers through lifecycle analytics and segmentation • The Magento plug-in provides a reliable connection with strategic e-commerce activities “We have great support from SAP Emarsys Customer Engagement. Our contacts are very present and available, and helped me define with precision my CRM objectives and roadmap for the year. That’s a level of support I have never had with the previous vendors I worked with.”

Lisa Frédéric CRM Manager Easyparapharmacie

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Feel Good Contacts Retail | EMEA N SAP Emarsys Customer Engagement

Retail

Feel Good Contacts is the UK’s most popular online contact lens retailer. Founded in 2008 by optometrists, it provides contact lenses and eye care products at affordable prices. Over time, they added designer sunglasses in well-known and respected brands like Prada, Ray Ban, and Gucci.

24% App Orders Are now from their mobile app +26% Revenue Increase YoY in welcome journey and abandoned basket

Headquarters United Kingdom

Products Contact lens retailer

Web Site

feelgoodcontacts.com

Business Challenges • Scaling Personalization with automation • Increase basket upsells

• Increase company retention • Understanding the customer Customer Benefits • Automating customer journeys • Optimizing web checkout process and upsell strategy • Connecting online and offline data with mobile • Understanding customers’ collected insights around content and channels to improve retention “With the Emarsys platform, we check, we run A/B tests, we find out ‘does this resonate well with the customer?’ We’re then able to, anything that we have an issue with, we raise the support system, with Emarsys and we figure out with their expert knowledge, essentially, working out with them, where there’s a will, there’s a way. And we’ll definitely find a solution.”

40% Increase In average basket value 37% Conversion

Rate of existing customers purchasing in-house brand of contact lenses (comfi)

Nimesh Shah Marketing Director Feel Good Contacts

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Marine Deals Retail | APJ SAP Emarsys Customer Engagement

Retail

Launched in October 2009, Marine Deals is dedicated to offering marine and fishing equipment at the lowest prices! In 2013, the e-tailer was recognized by Deloitte as one of the 50 Fastest-Growing Companies in New Zealand.

+11.7% Revenue Increased recommendations revenue +24% Retention Increase in active customer retention

Headquarters New Zealand

Products Marine and fishing equipment retailer

Web Site

marine-deals.co.nz

Business Challenges • Trouble separating one customer from another and was difficult to determine which customers were the most engaged, which weren’t, and what they could do to improve both groups. Segmentation would be the key • Manually putting together each email campaign took a long time for Marine Deals, leaving little room for analyzing how effective their retention programs were • Poor performance analytics and personalizing email was impossible without some kind of trigger- based automation Customer Benefits • The data analysis that the platform allowed revealed data-driven conclusions about which customers were most likely to convert and why. Marine Deals identified a highly engaged group of leads and active customers (21%), They found that more than half of their revenue (72%) came from this small group • They now have 6 campaigns triggered by customer behavior, including successful active customer retention, win-back, and abandoned cart campaigns • In one 90-day period, Web Recommender brought in 6.7% in, and Email Recommender contributed 4.5% in revenue “Personalization really works. We love [SAP] Emarsys integrated approach between email marketing and on-site recommendations.”

19% Conversions Increased email conversions

Graham Dekker Managing Director Marine Deals

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Party Delights Retail | EMEA N SAP Emarsys Customer Engagement

Retail

Party Delights Ltd was founded by Allison Graham in 2001. The Eureka moment was born out of frustration, as Allison was trying to source Spiderman themed party ware for her son's birthday and just couldn't find a complete range of accessories anywhere.

Live Statistics On product trends to proactively optimize campaigns tailored to their customers’ behavior Minutes Saved Beautifully crafted email campaigns saving valuable time and resources More Revenue Customer Engagement has soared, resulting in better response rates, better open rates, and better click-through rates

Headquarters United Kingdom

Products Party, holiday, and celebration products

Web Site

partydelights.co.uk

Business Challenges • Previous email supplier didn’t have the technological capabilities to segment, automate, and personalize the customer experience • Difficult for the team to automate effective product recommendations without using an algorithm-based product recommendation engine, spending too much time manually analyzing top performing products, and it wasn’t paying off • Due to a strain on internal resources, anyone within the team needed to be able to use it without needing HTML knowledge Customer Benefits • All of the segmentation and personalization could be done within one intuitive platform, without the need for any HTML knowledge • They can now see real-time statistics showing which products are generating the most revenue. As a result, they plan to implement Emarsys Smart Insight to add a greater level of customer intelligence to their solution “The level of segmentation and tools available to us on the previous systems we used were nowhere near as extensive, we’d still be targeting the wrong people with the wrong types of emails. We’ve found that relevance has been key for us; Emarsys has helped us segment down, even if it involves sending fewer emails to fewer people, we’re still getting better response rates, better open rates, better click-through rates and ultimately, more revenue.”

Ben Thomas Digital Manager Party Delights

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Pizza Hut Retail | EMEA N SAP Emarsys Customer Engagement

Retail

As one of the largest global pizza chains in the world, Pizza Hut has spent the last few years developing their cross-channel digital media strategy to drive sales across 380 franchisee owned Pizza Hut delivery huts.

+3x Conversion Increase from real-time behavioral abandoned cart reminders +195% Signups To Pizza Hut’s loyalty program from a single A/B test +15% SMS Orders Achieved through omnichannel approach to onboarding customers

Headquarters United Kingdom

Products Pizza and food chain of restaurants

Web Site

pizzahut.com

Business Challenges • Maintain exceptional customer experience, while keeping up with emerging trends and changing demands • Difficult to determine whether they were using the best pricing strategies, therefore, they needed a 60- degree understanding of their customers to better communicate throughout the customer lifecycle • Data was siloed where understanding what data to focus on was difficult, and bringing it together in a tangible way as overwhelming and labor intensive Customer Benefits • Leveraged data to create critical lifecycle campaigns such as Welcome, Abandoned Cart, Abandoned Browse, and Lapsing Win-Back to achieve a quick time to value and boost their CLTV and loyalty • Increased repeat purchases through custom loyalty program by nudging loyalty contacts to unlock their next personalized reward, informing them of the number of slices of pizza they received from their free pizza • Increased the signups to their loyalty program by connecting their behavioral segments and custom scoring to Emarsys to create differentiated journeys based on lifecycle stages and loyalty status “Delivering customers the right message at the right time via the right channel is paramount to our goal. Using data and personalization, Emarsys enables us to keep our customers at the heart of everything we do, powering vital lifecycle and loyalty campaigns that drive conversions, retention, and relevancy. We look forward to continuing to scale these programs through the Emarsys platform to deliver better experiences to our customers.”

Catriona Woodward Head of Digital Marketing Pizza Hut

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Sally Europe Retail | EMEA N SAP Emarsys Customer Engagement

Retail

Sally Beauty is the world's largest retailer of salon-quality hair color, hair care, nails, salon, and beauty supplies. Sally Beauty provides everything you need for salon-quality results at home, and salon professionals the high- quality products they need for their clients.

+43% YOY Increase in email attributed web sales growth +19% ATV Increase in Recommendations Average Total Value +20% Monthly Sales attributed to digital communication

Headquarters United Kingdom

Products Beauty supply retail store chain

Web Site

sallybeauty.co.uk

Business Challenges • In today’s digital world, many companies rely heavily on technology to drive conversions. But there’s an emerging renaissance in conversational marketing • The team at Sally Europe has always believed in using data to determine what the customer wants. But, they struggled to align the right technology that could turn customer data into actionable and predictive insights Customer Benefits • By focusing on the customer, what they truly want, and what needed to change for them to have a best-of-breed experience, Sally Europe was able to leverage conversational marketing and predictive recommendations to increase email-attributed web sales by 43% YoY growth average translation value (ATV) by 19% • Total monthly sales attributed to digital communication channels grew by 20% overall

“Friendship marketing is the concept we’ve been working on for quite a while now – it’s customer-first and having a more conversational approach with customers. The way I always think abou tit is like this: you can understand their transactions, web interactions, call center [touch points], and in-store…but what about what the customer is saying? How do you bring that back into your database and leverage that data to then close the loop?”

Scott Jonsmyth-Clarke Group CRM & Digital Communications Manager Sally Beauty Europe

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Travel Retail Norway Retail | EMEA N SAP Commerce Cloud

Retail

Within Heinemann TaxFree, Travel Retail Norway is the world’s largest supplier in the area of “click and Collect’ services found in airports in Norway.

Click & Collect Preorder products online the same way you would order products in any other web shop 100% Uptime With a high level of security delivered by their SAP Partner Pearl Optimal Experience The system can withstand large variations, seasonal fluctuations, and huge promotional campaigns

Headquarters Norway

Products Operates tax free sales at all Norwegian airports

Web Site TRN.com

Featured Partner Pearl.com

Business Challenges • Travel Retail Norway wanted to explore the possibility of providing our loyal customers with an additional level of service, we decided to digitalize our customer’ tax-free experience with ‘click and collect’ Customer Benefits • On the taxfree.no website, customers can preorder products online the same way products would ordered in any other web shop • Customers place a pre-order, TRN packs the goods, and upon arrival at the store, the customer scans their boarding pass, pays and picks up their products • The digital value is not merely found in the ‘click and collect’ orders, but also in the fact that this offers TRN’s customers the opportunity to get familiar with our assortment before they visit their store

“Our collaboration with Pearl is working seamlessly. They are flexible, available, and they are good at identifying solutions. In addition, they offer a high level of security that has been excellent, including continuous monitoring and systems with 100% uptime. I would definitely recommend Pearl and SAP Customer Experience to anyone who is considering a similar solution."

Thomas Aalerud Web Manager Travel Retail Norway

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Fashion

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adidas Runtastic Retail / Consumer Products | MEE SAP Emarsys Customer Engagement

Retail

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

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

Headquarters Austria

Products Fashion shoes, clothing and accessories

Web Site

runtastic.com

Business Challenges • Consolidate communication for their users and provide the perfect fitness experience. • Required a system capable of processing huge amounts of activity data in real time, so relevant and engaging feedback would trigger as subscribers trained • Needed to use data collected via its mobile apps to execute timely, relevant emails and

that

in-

app/push notifications • Needed to unify all its customer data and provide relevant, engaging communications to subscribers Customer Benefits • With SAP Emarsys Customer Engagement AI marketing technology, Runtastic has become exponentially more efficient, has seen dramatic increases in app opens attributed to automated campaigns, and can get a full picture of every customer • Runtastic was able to use powerful cross-channel automation to easily manage its digital marketing using engaging and personalized customer content. Its able to provide fully-personalized fitness plans for all app users, at scale, and connect data points across every digital channel used by customers

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

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Edit Dudás Head of CRM adidas Runtastic

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Aēsop Australia Consumer Products/Retail | APJ SAP Commerce Cloud

Consumer Products/Retail

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/Retail | NA SAP Commerce Cloud SAP Emarsys Customer Engagement SAP CAR

Consumer Products/Retail

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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ASICS Retail | APJ SAP Fashion Management SAP Customer Activity Repository

Retail

Founded in 1949, the ASICS brand has firmly established its place in the global sports market with a range of sports shoes, sportswear, and sporting goods and accessories for everyone from performance athletes to people who simply love sports.

Single View of inventory across all channels 115%

Headquarters Japan

Products Fashion

¥329 B (US$2.9 B) Revenue

Web Site asics.com

Business Challenges • Multiple non-standardized systems, business policies, and manual processes that differ by region • Limited inventory visibility hindering global insights and action • Lack of consumer-centric experiences and connected omnichannel processes Customer Benefits • Established real-time global business insights, enabling value-driven decision-making based on relevant and up-to-date data • Standardized business processes across all regions, adopting one way of working with global policies and procedures • Afforded the flexibility to quickly shift its physical store revenue stream to its online channel, thanks to globally aligned processes and consistent data residing in its SAP software business environment

Year-on-year increase in e-commerce sales in 2020 compared to 2019

SAP Fashion Management enables a consolidated view of inventory data across all channels at ASICS. This allowed the company to perform a seamless switch of inventory availability to its online channel when the pandemic shut down its brick-and-mortar retail operations in North America.

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Born Retail | EMEA N SAP Customer Checkout SAP Business One

Retail

Established in 2009 to bring beautiful clothes to Irish customers, Born Clothing Limited wants to make fashion accessible and fun. With daily drops offering the latest looks for less, Born is committed to giving customers the experience they want.

>50 Point-of-sale systems running SAP Customer Checkout >30% Reduction in operational overhead with more efficient e-commerce fulfillment and returns

Headquarters Ireland

Products Fashion

Employees

Web Site

Featured Partner TRC

<200

bornclothing.ie

Business Challenges • Diverse, disconnected retail platforms spanning electronic point-of-sale, e-commerce, finance, and warehouse management systems • Inconsistent shopping experience for customers • High management overhead across inventory, planning, and treasury operations Customer Benefits • Increased efficiency and revenue potential with the ability to fulfill thousands of e-commerce and in-store orders every day • Streamlined operations with automated flows of data into a unified retail platform • Enhanced control of day-to-day retail operations • Increased ability to make informed, data-driven strategic decisions

“With SAP Customer Checkout, we can make data-driven decisions on promotional and merchandising activity. We enjoy real-time key performance metrics such as stock turn, basket analysis, sales velocity, and customer engagement. The effect on the business has been transformative.”

Martin Murphy Retail Director Born Clothing Limited

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BrandAlley 1 Retail | EMEA N SAP Emarsys Customer Engagement Mention Me

Retail

BrandAlley is an online fashion retailer based in the United Kingdom. The company runs flash sales of designer brands, which typically last 4–5 days. The site offers womenswear, menswear, accessories, jewelry, footwear, homeware and beauty products. BrandAlley ships to the UK and Ireland.

64% Increase In spending when introduced by a friend 4x New Customers Introduced

Featured Partner Mention Me

Headquarters United Kingdom

Products Fashion retailer

Web Site

brandalley.co.uk

Business Challenges • Increase and convert website registrations into sales by transforming their contact segmentation and engagement strategies • Saw a powerful opportunity to use referral data to completely transform their segmentation and contact strategy Customer Benefits • Feeding advocacy data into their segmentation and personalization strategy to acquire, engage, and retain high-quality customers to drive scalable growth • Unlocked whole new segments of high-quality customers they were previously overlooking, transforming their perception of who their best customers • 12% increase in email open rates compared to their next best-performing automation campaign • 12% More customers quired through referral • 5% higher share rate through segmenting customers based on their likelihood to refer “By using Mention Me tactics within our automation campaigns and email marketing in Emarsys, we’re increasing both acquisition and retention. It’s such an effective way of delivering personalized messages that resonate and drive action.”

Michelle Hurney Head of Marketing BrandAlley

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BrandAlley 2 Retail | EMEA N SAP Emarsys Customer Engagement

Retail

+10% Value Average order

Headquarters United Kingdom

Products Fashion retailer

Web Site

brandalley.co.uk

Business Challenges • Ability to catch customers in purchasing at the right moment • Find a way to bring defecting customers back to make a purchase • Ability to market to the customer at just the right moment as a purchase was about to be made Customer Benefits • The lifecycle segment campaign delivered so much more revenue than any of the other campaigns being run • Quickly saw a 10% increase in average basket value and a 24% increase in conversion percentage, proving that SAP Emarsys Customer Engagement helped them bring back customers who have previously left without making a purchase

+24% Won Back Of customers likely to defect +20% in 90 days Increase in revenue

“What AI did was to tell us when to communicate with those people, having a 1:1 conversation, having that freedom of actually reaching customers in that really great moment in time…it has delivered us a lot more revenue.”

Alexandra (Simon) Vancea Head of Marketing BrandAlley

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City Beach 1 Retail | APJ SAP Emarsys Customer Engagement

Retail

Established in 1985, Australia’s premier youth fashion retailer has grown to 70+ physical stores and 1.4 million database contacts.

+18.3% Leads Increase in leads converted into first-time buyers +5.9% Converted Increase in first-time to second-time buyers +48% Customers Won back customers from defecting +3% Order Increase average order value

Headquarters Australia

Products Fashion retail

Web Site

citybeach.com

Business Challenges • Better engage their 1.4 million database contacts and treat each customer as more than just

email address • The brand had plateaued in terms of their ability to create meaningful relationships with their customers • Prevent customer churn and drive repeat purchases Customer Benefits • Since AI is truly integrated within the SAP Emarsys Customer Engagement Retail Platform, City Beach saved time, complexities, and implementation issues compared to using a separate AI solution • AI continuously optimizes business results through personalizing engagements for each contact with relevant products in the right channel at the right time • City Beach can now predict customers who are likely to churn, make a purchase, and become inactive; they can then engage with them in real time programmatically • Only AI could help them scale their business and achieve 1:1 omnichannel engagement “The biggest win was shifting our focus from short-term ROAS [return on add spend] goals to long-term retention goals by working out customer lifetime value. This meant not just focusing on single transactions, but focusing on engagement customers with the City Beach brand over a longer lifecycle.”

Michael Doyle Former Head of Marketing City Beach

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City Beach 2 Retail | APJ SAP Emarsys Customer Engagement

Retail

Established in 1985, Australia’s premier youth fashion retailer has grown to 70+ physical stores and 1.4 million database contacts.

+10% AOV Increase in average order value on loyal shoppers vs non-loyal shoppers 35% Open Rate Open rate for loyalty campaigns +34% Purchase Frequency Increase in customer purchase frequency 7.4% Conversion Conversion rate for loyalty campaigns

Headquarters Australia

Products Fashion retail

Web Site

citybeach.com

Business Challenges • Having grown their database to 3M+ contacts, City Beach realized a great opportunity to cultivate greater customer loyalty amongst returning customers by launching a dedicated loyalty program • They needed a more effective way to increase average order value, purchase frequency, and overall engagement from their most devoted customers • City Beach sought a solution to help them connect the online-to-offline shopping experience and capture richer customer data to deliver more relevant engagement • The brand looked to scale personalized omnichannel experiences and customer retention through loyalty Customer Benefits • By leveraging the SAP Emarsys Loyalty solution, City Beach is able to capture rich customer data that helps fuel insightful personalization and deliver 1:1 engagements at scale • Connecting the online and in-store experience gives City Beach a clearer understanding of who their customers are and how they engage with the brand, resulting in better business outcomes • The SAP Emarsys Loyalty solution also empowers City Beach to nurture their growing database of devoted customers, resulting in greater engagement across channels, increased retention, and higher AOVs “Our strategy centered around leveraging these valuable customer insights and robust first-party data to drive better personalized experiences for our customers. This experience-first approach led to increased uplift across purchase frequency, store visitation, and conversions.”

Mike Cheng Head of Digital City Beach

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CUE Retail | APJ SAP Emarsys Customer Engagement

Retail

Cue is an Australian fashion company that was founded in 1968 and is still wholly owned by the founding family. The company predominantly sells modern fashion from London and exclusive prints. The CEO of Cue Clothing Co is Justin Levis. The founder of Cue is Rod Levis.

+21% Growth Of loyal customers

Headquarters Australia

Products Fashion retailer

cue.com Web Site

Business Challenges • CUE had a bold vision, to achieve ‘Commerce Anywhere’ • They wanted to bridge the gap between physical and digital retail. To do this they needed to be able to integrate customer insights to and from multipletouch points to deliver relevant personalized experiencesconvertingengagementinto sales Customer Benefits • Average a hundred thousand dollars a month in increased sales as a result of using the wish-list platform • 45% open rates on online wish-list and 75% are open rates for in-store wish lists • Make available for sale 9 times more inventory than what was previously available to their customers for sale online • Build 360 view of the customer has resulted in CUE converting sales five to six times that of their average order value • Create rich emotional experiences in relationships with their customers, via results such as 100% of online sales having a known customer associated and 87% of customers and store being associated with a sale “It’s about bringing the recommendations in-store so we can create sticky retail experiences post-visit. It’s about providing upsell opportunities with the AI recommendations for click and collect and within our styling sessions to make sure that we have a curated product range ready for the customers. And it’s our key partners that enable this.”

5-6x Increase In average order value +60% Conversion More digital and in-store styling sessions convert to sales

Shane Lenton Chief Innovation Officer CUE Clothing

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