INSPIRING POWERFUL JOURNEYS THROUGH SAP® CUSTOMER EXPERIENCE

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INSPIRING POWERFUL CUSTOMER JOURNEYS The top-rated SAP Hybris commerce platform has consistently helped businesses sell more goods, services and digital content globally through every touchpoint, channel and device. Its new name ‘SAP® Customer Experience’ signposts just where the platform’s strength lies.

Working closely with SAP® Customer Experience / Hybris for close to 15 years, Wunderman Thompson Commerce has co-developed key platform functionality. As a SAP Hybris Multi-Regional Gold Partner, we were its first partner – and still one of very few worldwide – to have been selected by the company to work with its core engineering team to develop and enhance product features. These include the Multichannel Accelerator for both B2C and B2B. We are a multiple SAP award-winner too including two-time Most Innovative Partner of the Year, and SAP Commerce Partner of the Year in the 2017 SAP Pinnacle Awards.

We have over 250 SAP® Customer Experience project deliveries to our name. These pages present a small selection.

Wunderman Thompson Commerce has supported our business growth online in a powerful way. We are already seeing great

results in a short space of time thanks to our partner – and the SAP platform – and the project proves we can roll out solutions

quickly, and have a positive impact on our customers.

Craig SmithDigital Commerce Director, Ted Baker

Wunderman Thompson Commerce is a key strategic global partner for SAP and offers our clients a creative-first approach to address their business issues, underpinned by data insights they can pull from a customer’s operational and customer data. Their

unique approach to transforming businesses make them a logical choice for any B2B or B2C company – regardless of vertical –

looking to exceed expectations and deliver real-time contextual experiences. In order to compete in the future you’ll need a

partner like Wunderman Thompson Commerce in your corner.

Kevin Harris (former) SVP SAP Customer Experience Global Channel & Alliances

3Front-end design shown above is not necessarily the work of Wunderman Thompson Commerce.

ASICS is at the forefront of the performance sports market and is the leading running shoe brand for sports enthusiasts and professional athletes.

CHALLENGE: How do you create a global D2C (Direct-to-Consumer) platform to support the business strategy of a major international brand?

SOLUTION: Drive a collaborative consortium to build the infrastructure for all new global consumer websites, focusing on consistent corporate, branding and eCommerce functions.

OUTCOME: With a major new end-to-end eCommerce solution deployable globally, ASICS has been able to take its digital strategy to the next level.

AGCO is one of the world’s largest manufacturers of agricultural machinery and equipment.

CHALLENGE: How do you drive costs down and efficiencies up, internally and across a global distributor network?

SOLUTION: By using SAP Hybris PCM to create a master data management solution, standardizing product attributes and data points and defining an ongoing data management strategy.

OUTCOME: Time to market has been condensed as the client has a single source of product information to quickly push product content across channels, simplifying ongoing data management, with efficiencies across the organization.

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Asian Paints is India’s leading paint company, operating in 19 countries with 26 paint manufacturing facilities.

CHALLENGE: How do you get an eCommerce platform to transform your call centre team into Virtual Sales Agents?

SOLUTION: Deliver a complete end-to-end eCommerce implementation on SAP® Customer Experience including consultancy, project management, analysis, solution architecture, UX, development, quality assurance, load testing, security testing, infrastructure, PIM, ERP interfacing, and training.

OUTCOME: The new platform gives agents a 360-degree personalized view of the dealer, arming them with information to increase sales and brand awareness. The system was showcased at the 2016 SAP conference.

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One of the largest manufacturers of metal products for the non-residential construction industry in North America.

CHALLENGE: How do you enable B2B eCommerce for two brands, to keep pace with their competition and increase revenue through a new channel?

SOLUTION: You adopt a phased approach launching one site before the other, using SAP Hybris’ quick-to-market framework to integrate their ERP with SAP Hybris Cloud. And you leverage SAP Hybris’ Assisted Service Module to build content resources.

OUTCOME: Within 60 days post-launch, the client onboarded 600 of their largest accounts to begin their digital self-service transformation. We are now collaborating with the company’s corporate team to redesign their corporate site.

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BUILDING COMPONENTS MANUFACTURER

4Front-end design shown above is not necessarily the work of Wunderman Thompson Commerce.

This global salt supplier is one of the largest privately owned companies in US.

CHALLENGE: How do you drive a digital transformation that includes enabling customer self-service, simplifying navigation and ease-of-use, and decreasing order processing errors?

SOLUTION: You re-platform, implement SAP Hybris and integrate with the legacy SAP ECC system, taking into account real-time API web services calls. To guide content creation, you provide content governance processes.

OUTCOME: Lower cost of sale, more efficient sales force, and significantly reduced errors in the ordering process all realized.

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This climate control solution manufacturer is a leader in Heating, Ventilation & Aircon (HVAC).

CHALLENGE: How do you develop a solution that positions the client as a digital leader in the HVAC industry when its digital maturity is lagging?

SOLUTION: You focus on the holistic customer experience, encompassing everything from technology to SEO. You make multifaceted technology infrastructure core to the solution, customizing Hybris DataHub. For UX you deliver SEO expertise and content governance processes to guide content creation.

OUTCOME: A deeper, more customized and polished UX through the fusion of design and modern web implementation, plus a dramatic reduction in the new account creation process by over 90%.

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PRIVATELY-OWNED SALT SUPPLIER

FORTUNE 1000 MRO DISTRIBUTOR GLOBAL HVAC MANUFACTURER

One of North America’s largest distributors of industrial products in maintenance, repair, and operations (MRO).

CHALLENGE: How do you kickstart the client's digital transformation journey promoting a highly personalized CX?

SOLUTION: You launch a nextgen eCommerce channel built on SAP Hybris, with an intuitive navigation that pulls in real-time data for pricing and availability. And you collaborate on creative, tech and development, managing all disparate teams, and end users.

OUTCOME: SAP Hybris provided a superior online UX with a seamless, straightforward browsing and purchasing process. 60 days post launch, a 128% revenue uplift has been recorded.

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Involved in motor racing since 1907, Pirelli is one of the world’s leading manufacturers of high-end and performance tyres.

CHALLENGE: How do you manage a global program to create a flexible eCommerce marketplace for B2B customers?

SOLUTION: Custom-build an omnichannel and content management architecture using SAP Hybris; with supporting consultancy services for eCommerce architecture and coaching in Agile methodology.

OUTCOME: In collaboration with TechEdge, a global SI, and Pirelli’s own technical personnel, the program yielded outstanding results in support of the company’s flexible eCommerce marketplace.

5Front-end design shown above is not necessarily the work of Wunderman Thompson Commerce.

SAP Hybris – now renamed SAP® Customer Experience – is a leading enterprise multichannel eCommerce and PCM platform provider that we have worked closely with for nearly 15 years.

CHALLENGE: As part of an exclusive group of key technical partners, how do you support SAP in the development of its core Hybris platform?

SOLUTION: Lead the team that architected and developed the Hybris B2B accelerator, taking ownership of the technical architecture, and working closely with the Hybris product and engineering teams.

OUTCOME: A significant contribution was made to architecture design and the development of several components, including the B2B Accelerator.

Ted Baker is a British luxury clothing retail company renowned for its distinctive design and beautiful quality.

CHALLENGE: How do you help enable a next-generation fashion retail site to support future aspirations as well as current operations?

SOLUTION: Use full agile methodology and collaborate on visual design to deliver a rich AJAX based front-end and a fully responsive web design.

OUTCOME: TedBaker.com now benefits from a fully integrated order process and bespoke customer service/POS interface. The project was completed to a hard deadline with all challenges solved.

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Specialized is recognized globally as a premier manufacturer of bicycles, apparel, and accessories.

CHALLENGE: How do you deliver a solution that balances brand, commerce, and channel across dozens of international markets?

SOLUTION: By leveraging the SAP product suite to provide global eCommerce oversight, with country-specific localization capabilities. Add in key site integrations including Oracle for ERP, Salesforce for customer data, Ayden for payments and PowerReviews for UGC.

OUTCOME: Launched in 34 markets, 28 languages; realized a triple digit increase in organic traffic and exceptional lifts in eCommerce revenue.

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Viking Pump has a 100 year history as a leader in industrial pump applications.

CHALLENGE: How do you create a slick commerce solution that simplifies a complex ordering process, leveraging back-office data, and drives sales growth?

SOLUTION: By focusing the eCommerce solution on the UX, leveraging product, customer, and order data; and architecting the interface around user workflows tied to product configuration. Plus integrating SAP Hybris with Viking’s JD Edwards ERP system to enable real-time data calls.

OUTCOME: The launch of the new distributor portal has delivered new cost and time-saving efficiencies for users and their global distributor network. User feedback has been extraordinary.

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SAP & WUNDERMAN THOMPSON COMMERCE

Driving customer transactions via Experience / Data / Commerce 

Supporting clients globally: more than 250 SAP® CX project deliveries to date

Partnering with SAP since 2005

Driving >$1billion on SAP client platforms in revenue annually

Two-time Most Innovative Partner of the Year, SAP Commerce Partner of the Year in the 2017 SAP Pinnacle Awards, and an SAP gold partner

GET IN TOUCH Europe: commerceEU@wunderman.com North America: commerceNA@wunderman.comAsia Pacific: commerceAPAC@wunderman.com

©2019 Wunderman Thompson Commerce. All rights reserved. All company and product names, brands and symbols mentioned herein are brand names and/or registered trademarks of their respective owners.

ABOUT WUNDERMAN THOMPSON COMMERCE Wunderman Thompson Commerce is a global eCommerce consultancy that brings strategic clarity, technical know-how and creative inspiration to help retailers, manufacturers, and brands deliver winning commerce capabilities across all major digital commerce channels: marketplaces (including Amazon), online retailers, and D2C.

Our end-to-end offer includes strategy, people and technology enablement, plus channel execution. With over 1500 commerce experts, and key strategic partnerships with Adobe, SAP, Salesforce and IBM, we help global organisations deliver capability, platforms, and sales.

Wunderman Thompson Commerce is a WPP company. We are part of Wunderman Thompson, a creative, data and technology agency built to inspire growth for its clients. Wunderman Thompson brings together over 20,000 creatives, data scientists, strategists and technologists in 90 markets.

Clients include AkzoNobel, DFS, Halfords, Jumbo, RXBAR, Sainsbury’s, Selfridges, Specialized, Ted Baker and Tempur.

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