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SAP Commerce Cloud

SAP Commerce Cloud

SAP Commerce Cloud (formerly known as SAP Hybris Commerce) is an advanced cloud-based e-commerce platform by SAP for successful B2B and B2C e-commerce. In addition to classical shop functions, the solution offers an integrated product content management as well as a WYSIWYG editor for maintaining the front end and is part of the SAP Customer Experience Suite.

Claudio Endres

Product Manager at FIS

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What is SAP Commerce cloud?

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Customer behavior and expectations have significantly changed in recent years. Today, purchasers do their own research in the B2B and B2C areas and compare providers before contacting them. Companies are facing the challenge of providing a seamless and personalized shopping experience across all touchpoints – from first contact and purchase to delivery and beyond. Therefore, an e-commerce platform does not only have to provide a high-performing online shop but also integrate all upstream and downstream e-commerce processes into a global strategy including the integration into the ERP system and the maintenance of high-quality master data. This is exactly where SAP Commerce Cloud starts.

SAP Commerce Cloud (formerly known as SAP Hybris Commerce) is an advanced cloud-based e-commerce platform by SAP for successful digital commerce. As part of the SAP Customer Experience (CX) product suite, it unites B2B, B2C and even B2B2C business models on one platform. The solution offers all classical shop functions and, in addition, an integrated Product Content Management (PCM)/Product Information Management (PIM) for central product data maintenance as well as a user-friendly Web Content Management system with WYSIWYG editor for front end design.

SAP Commerce Cloud enables users to address each customer individually and in real time with personalized contents, offers and product recommendations. The SAP Composable Storefront (Spartacus) front-end framework is based on a progressive Web app and decouples the front end from the back end (keyword “headless commerce”). This makes online shops even more flexible and efficient: contents can be output for all terminals in an optimized way, front end updates do not depend on the back end and external applications or microservices can seamlessly be integrated via APIs.

Moreover, the platform supports omnichannel commerce concepts where online shop and stationary commerce (point of sale) are seamlessly interlocked. In this way, for instance, branch processes such as picking (Click & Collect), deliveries or returns can be integrated into the digital customer journey, which creates a consistent customer experience across all channels.

SAP provides industry-specific accelerators to speed up the implementation of new shops. These predefined templates and modules already cover most of the typical requirements of modern Web shops belonging to a specific industry and enable a shorter implementation process.

For complex products, the SAP CPQ (Configure Price Quote) solution can be integrated in SAP Commerce Cloud in addition. In this way, technically demanding product configurations can easily be executed directly in the shop and without errors. Customers can view prices and delivery dates in real time without complicated queries: the commerce platform executes rules and calculations in the background.

As a holistic commerce solution, SAP Commerce Cloud intends to be seamlessly integrated into the existing SAP system landscape – from ERP systems, such as SAP ECC or SAP S/4HANA, to other CX solutions for marketing, sales and distribution and service. In this way, companies benefit from a central platform for digital distribution, which is scalable, flexible and future-proof.

SAP Commerce Cloud

SAP Commerce Cloud with the FIS Group

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What benefits are provided by SAP Commerce Cloud?

The SAP Commerce Cloud solution provides e-commerce enterprises with numerous benefits, such as:

  • First-class shopping experiences for customers and, consequently, incentive for visiting the Web shop again
  • Personalized and target group-oriented contents (supported by AI and real-time analyses) significantly increase conversion rates, transactions and sales volumes
  • A central Product Content Management (PCM/PIM) and Web Content Management ensure high data quality and consistent messages
  • Omnichannel solution as a central e-commerce platform for an overall digital strategy across all distribution channels
  • E-commerce system for B2B and B2C scenarios – all business models on one platform
  • Easy internationalization through the mapping of different languages, currencies and local requirements
  • Optimal process integration into corporate processes – seamless integration to ERP (from purchase-to-pay to order-to-cash)
  • Problem-free extension through further SAP CX Suite modules (e.g. for marketing, sales, service) due to standardized interfaces
  • Scalable and safe cloud infrastructure with automatic updates relieves IT and ensures high availability
  • Proven and sustainable technology: rated by analysts as leading e-commerce software and continuously further developed for many years

How do companies benefit from SAP Commerce Cloud?

Customer behavior and expectations have significantly changed in recent years. Today, purchasers do their own research in the B2B and B2C areas and compare providers before contacting them. Companies are facing the challenge of providing a seamless and personalized shopping experience across all touchpoints – from first contact and purchase to delivery and beyond. Therefore, an e-commerce platform does not only have to provide a high-performing online shop but also integrate all upstream and downstream e-commerce processes into a global strategy including the integration into the ERP system and the maintenance of high-quality master data. This is exactly where SAP Commerce Cloud starts.

B2B company

SAP Commerce Cloud particularly fulfils the high requirements of manufacturers and wholesalers in B2B e-commerce. The most important advantages and functions for B2B companies include:

  • All-in-one solution for digital B2B commerce: all in one system from product presentation to order processing
  • Flexibly scalable and high performance even in case of complex integration scenarios (e.g. connection to ERP and CRM systems) and high user/transaction numbers
  • Integrated content management system for easy data maintenance without IT integration
  • Optimal display and standardized user experience on all terminals (responsive design) for high usability also in the business environment
  • Personalized contents tailored for the respective purchaser (e.g. individual catalogs and recommendations) strengthen customer retention and ensure a loyal customer experience
  • B2B-specific functions: internal release and approval workflows, customer-specific price determination and discount structures, role and authorization concepts for corporate accounts as well as self-service access to purchase order history and documents
  • Support of the entire delivery and returns processes in B2B (e.g. partial deliveries, returns management) for a smooth flow
  • Availability of all relevant data (customer master data, current product data, warehouse stocks, purchase order and invoice information) in real time through deep integration with the SAP ERP system
  • Easy extension due to optional B2B add-ons (e.g. industry-specific modules or marketplace connections) for additional functions

B2C companies

In B2C e-commerce as well, SAP Commerce Cloud enables outstanding shopping experiences and efficient processes in the online shop. Important advantages for B2C companies:

  • Excellent user experience: standardized brand presence on all devices (omnichannel brand experience) and best usability for satisfied customers
  • Intelligent search and intuitive navigation so that purchasers quickly find the desired products
  • Personalized real-time experiences – contents, offers and recommendations are output individually on the basis of user behavior, which increases commitment and, as a result, sales volume
  • Self-service for end customers: in the login area, for instance, customers can manage their data themselves, view purchase orders and arrange for returns
  • High performance in the shop and short loading times even with high traffic avoid order breaks and frustration
  • Quick order processing: purchase orders are processed and sent rapidly using integrated and well-tried payment processes and logistics concepts
  • Easy internationalization: further country and language versions (with local payment methods, taxes etc.) can be integrated without any problems to open up new markets

How does SAP Commerce Cloud implement Headless Commerce?

SAP has developed a separate headless storefront for Commerce Cloud: the SAP Composable Storefront (formerly known as SAP Spartacus). The back end (data retention and business logic) and the front end (display and design of the shop) of the platform are technically separated from each other.

Through this decoupled headless architecture, updates and adjustments in the front end can be implemented much more quickly and regardless of the back end. At the same time, it is ensured that the shop is delivered in the best possible way on different channels and terminals.

The Composable Storefront solution is implemented as a progressive Web app (PWA) with Angular – one of the most widely used JavaScript frameworks. Developers benefit from extendable libraries and a well-established technical basis, which enables a long-term and efficient further development.

Best possible customer experience for users – irrespective of the device used and the location

Constant extension and easy updates of the front-end libraries without rigid release cycles

Highest scalability and flexibility when further developing the online shop

Independent updates and further developments for the shop user interface without affecting the back end

Greatest possible design freedom for individual and flexible user interfaces

Elimination of multiple redundant data retentions (no duplicate master data maintenance required)

Faster time to market for new functions and long-term future security of the platform

Increased efficiency during content creation and the implementation of new features

Optimal system performance, even with high user number and load

What is the SAP Commerce Move program?

In many companies, obsolete on-premises e-commerce systems hamper growth while an advanced cloud solution can give a clear competitive advantage. To facilitate the transition into the cloud, SAP has initiated the SAP Commerce Move program. This program developed by SAP professionals supports companies during the transition from an existing SAP Commerce on-premises installation to SAP Commerce Cloud.

It provides a solid decision basis and a structured schedule for the transition into a modern and cloud-based e-commerce business.

How does SAP Commerce Cloud support master data management in e-commerce?

A successful e-commerce strategy starts with data quality. The permanent and profitable operation of online shops, e.g. for different countries, brands or distribution channels, requires an efficient management of master data, such as product information, prices and customer data. High master data quality is an important pillar to fully exhaust the strengths of advanced and automated shop systems and continuously generate new sales opportunities.

SAP Commerce Cloud supports the e-commerce master data management through seamless integration into the existing system landscape and central data maintenance. Individual prices, discount groups, condition agreements as well as delivery dates and availabilities can be synchronized between the shop and the connected ERP system (e.g. SAP S/4HANA) without any problems. The integrated Product Content Management (PCM) ensures the central management of all product-related data in the commerce system so that the online offer always remains consistent and up to date.

Especially in the B2B e-commerce area, complex conditions, customer-specific catalogs and further requirements can also be mapped reliably in the cloud due to this central data basis.

How can SAP CX Suite be used to eliminate data silos?

As an e-commerce solution, SAP Commerce Cloud is part of the SAP Customer Experience Suite (SAP CX, formerly known as SAP C/4HANA), where SAP bundles different solutions for marketing, sales and distribution, service and e-commerce. All these modules are seamlessly integrated so that data is available across all departments and data silos are eliminated. As a result, companies get a 360-degree view of sales prospects and customers as all interactions – from the first marketing contact and online purchase to the service case – can be centrally traced.

SAP Marketing Cloud, for instance, can be integrated to further personalize online shops. Visitors get individual quotations, banners and product recommendations that perfectly fit their interests. The behavioral data collected in the shop (e.g. products viewed, shopping baskets broken up) can be used for specific automated marketing campaigns.

Online trade is connected with the sales department through the integration of SAP Sales Cloud. The sales employees are informed about important activities in the Web shop, such as a newly registered corporate customer or a requested product demo, and can precisely track sales opportunities.

The customer service department also benefits from this networking: service requests are directly transferred from the shop to the ticket system using SAP Service Cloud. Be it queries relative to purchase orders, warranty processing or technical support: all service processes run centrally and transparently, which increases efficiency and customer satisfaction.

Through the integrated CX architecture, marketing, sales and service benefit from consistent data and standardized messages across all channels. SAP Commerce Cloud is used as a central hub of digital business and, together with the other suite components, provides greater range of coverage, better customer contact and, finally, increased sales volumes.

Conclusion

As a holistic e-commerce platform, SAP Commerce Cloud offers all tools needed to be successful in the digital business world. Companies benefit from personalized customer experiences, a consistent omnichannel presence and the seamless integration of all processes – from marketing and sales to order processing. Due to the flexible and scalable cloud architecture and the possibility of integrating further SAP CX components, the solution is future-proof and can be adjusted to the individual requirements of any industry.

FAQ – frequently asked questions

As early as 2013, SAP acquired hybris AG, the leading provider of e-commerce and Product Content Management technologies, and started to offer the solutions under the brand name of SAP Hybris. Finally, the e-commerce platform was renamed into SAP Commerce Cloud. Even if the application has a different name today, customers use SAP Commerce Cloud to benefit from an established and mature technology.

SAP Commerce Cloud is optimally suitable for B2B and B2C scenarios. In addition, omnichannel functions support the combination of online shop and offline business.

SAP Commerce Cloud is suitable for all industries. In order to shorten the implementation time of Web shops, SAP provides “accelerators”. These are industry-specific templates on whose basis the online shop can be built. These include, for instance, predefined functions and complete storefronts that already cover most of the requirements for a modern Web shop.

SAP Commerce Cloud is part of the SAP CX Suite. In this suite, marketing, sales and distribution, service and e-commerce solutions have been bundled. These solutions are optimally integrated into each other. However, an ERP integration of SAP Commerce Cloud is also provided as standard and can be set up easily. Moreover, the SAP Composable Commerce front-end framework (formerly known as “Spartacus”) can be used to flexibly integrate applications into the online shop through API connections. The integrations are provided in the SAP Business Accelerator Hub.