SAP Customer Experience Implementation at a Major Kids’ Toys and Clothing Retail Store

Client Profile

The Client is a leading retail store for kids’ toys and clothing.

Challenge

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

Solution

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

SAP Customer Experience (SAP CX) technology, together with a highly experienced joint team of SAP Digital Business Services and SaM Solutions, 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 the 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

Hybris 5.4, Java 7, Spring 3 (Core, MVC, Security, Integration), HTML, CSS, JSP, JSTL, jQuery, AJAX, JSON, Axis 2, Database (Oracle 11, MySQL 5, HSQLDB), Jenkins, Git, Ant 1.9, Jira, Confluence, IntelliJ IDEA.

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 and 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 a best-in-class shopping experience
• Multi-currency and multi-language localization capabilities supporting future rollout