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About The Client

The client is one of the largest footwear manufacturers in the US. They are known for manufacturing casual sandals and flip-flops and are popular among surfers and beachgoers.

Business Need

The client wanted to improve the overall digital experience for their customers and sales team. They planned to implement a few things:

  • A user-friendly interface that allowed customers to search and purchase products easily.
  • A virtual showroom to showcase product assortments for different seasons.
  • Functionalities like customer product lifecycle management to empower the sales teams to manage customers throughout the lifecycle, personalize their experience, and even place orders on their behalf.

The client partnered with us on this project due to our experience in implementing the SAP Commerce solution and system integration.

Solution

Here are a few solutions we recommended and implemented to help the client improve customer experience:

  • SAP Commerce Cloud Implementation
    SAP Commerce Cloud B2B solution provides all the essential administration and customer service tools and functionalities to deliver a retail-like experience to customers. Thus, we chose it to streamline backend operations and ensure all the data from pricing to inventory are synchronized and updated.
  • End-to-end Asynchronous Order Management (AOM)
    The client wanted to ensure that the website could handle large volumes of orders as they allowed customers and the sales team to place orders. To manage the large volume, we implemented end-to-end AOM.
    In AOM, the storefront is decoupled from the SAP backend. The orders are stored in SAP Commerce and replicated in the backend asynchronously through the data hub. Hence, there’s minimal dependency and load on the backend. The website could confirm orders even if the backend communication was delayed. This helped the client improve the order management process.
  • Assisted Service Module (ASM)
    We implemented ASM to help the sales team quickly add products and create sales orders on the customer’s behalf. The ASM can enable the sales team to support customers both offline and on the virtual front.
  • Platform Integration with Other Systems
    We integrated SAP B2B Commerce with the following SAP and third-party systems to streamline operations:
    • SAP FMS and SAP Commerce Cloud through Data Hub to facilitate real-time data exchange from SAP FMS to SAP Commerce.
    • Open Text and SAP Commerce Cloud to deliver text, images, and videos from Open Text to SAP Commerce and enable the client to make engaging product presentations.
    • SAP Commerce Cloud and PLM to source product information from PLM and update SAP Commerce with accurate and latest product details.
    • SAP Commerce Cloud with systems like ERP and PoS to fulfill orders, manage customer data, and maintain real-time inventory across all channels.
  • Real-time Integration with FMS
    We implemented a solution to facilitate real-time communication between different SAP systems, irrespective of whether they were on the same or separate servers. It enabled the client to create and validate transactions from SAP systems synchronously. It also helped them to convert data into a format that’s readable from a remote system.

Our team of SAP experts executed the entire project in six months. We took the Agile approach and built the platform specifically for the US market.

Impact

Here are a few changes the client witnessed after we implemented SAP B2B Commerce:

  • Improvement in customer experience: We created a multi-dimensional view that allowed customers and the sales team to view all products and their details from different views. This helped the customers and sales team make informed decisions and improved customer experience.
  • Better predictions and inventory management: We gave the client access to real-time data on inventory and upcoming fashion trends. This helped the client forecast future demand and keep stock of the inventory to make decisions.
  • Ability to create new product assortments: We added a product assortment feature that allowed customers and the sales team to view and create product assortment for different seasons.
  • Personalize sales and customer experience: We provided separate views for customers and the sales team. So, while the customers could directly purchase from the client’s website, the sales team could make purchases on the customer’s behalf. were delayed. This helped the client improve the customer experience.

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