SAP Customer Experience implementation at a Major Kids’ toys and clothing retail store

Client Profile

The client is a leading Kid’s toys and clothing retail store in CIS countries.

Challenge

The client faced significant limitations using their legacy PHP-based custom e-Commerce solution. In order to stay competitive on the market and provide customers with best-in-class shopping experience, SAP Customer Experience was selected by the Client.

SOLUTION

As a trusted implementation partner, SAP Digital Business Services, SAP CIS in partnership with SaM Solutions has been selected to deliver the project form business analysis to data migration and go-live support.

SAP Customer Experience (SAP CX) technology together with highly experienced SAP Digital Business Services, SAP CIS and SaM Solutions joined team helped the Client implement the following features:

• Robust price calculation logic supporting multiple promotions, bundles and cross-sale campaigns
• Delivery Date and Cost optimization for end customer
• Shop-in-shops
• Adaptive design
• SEO requirements compliance
• Flexible fulfillment options: Buy Online/Pick Up In-Store, or Buy Online/Return In-Store

FUNCTIONAL SCOPE

• Search & Navigation, Commerce Search
• Checkout and delivery date/cost optimization
• Robust price calculation and promotion mechanics
• Payments (credit cards, electronic payment services, cash, Loyalty programs)
• Customized order management
• Integration with customer SAP backend systems (ERP, WMS) and third party transport companies
• Self-service customer portal
• Product reviews and integration with social networks
• Flexible and robust reporting

TECHNICAL SCOPE

• Payment Gateway
• Google Analytics and Yandex Metrics support LDAP
• Data Hub, Impex, web-services, Integration with ERP and WMS
• Solr
• Single Sign-On (SSO)
• Performance testing and optimization

Technologies

SUCCESS

As a result of the implementation of the SAP Customer Experience the Client obtained the following key functionality:

• Completely integrated web portal, order management, call center and self-service functionality
• SAP ERP, EWM backend systems seamlessly integrated with the new platform
• Seamless customer experience across all touchpoints with a single source of high-quality, consistent content
• Integrated order management across all channels supporting superior visibility, purchasing and fulfillment including delivery date and cost optimization logic across multiple transportation companies
• Processes and tools for building and maintaining best-in-class shopping experience
• Multi-currency and multi-language localization capabilities supporting future rollout