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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

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, 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