SAP Commerce Cloud: 10 Things You Should Know

SAP Commerce Cloud promises enterprise-grade capabilities—but does it deliver in today’s fast-paced market? We break down its strengths, weaknesses, and what businesses should really consider. While SAP is best known for being the global leader in enterprise resource planning (ERP) software and business AI. And like any other corporation, it has expanded its offering with Commerce solutions. 

SAP Commerce Cloud has become undoubtedly one of the leaders in enterprise e-commerce software. 

SAP developed its digital commerce software for multiple channels across B2B, B2C, and B2B2C models.

It offers the security and scalability to large enterprises with augmented needs and requirements.

For existing SAP users, embracing SAP Commerce will come as a logical choice for their eCommerce operations. 

The advantages of staying in the same ecosystem are indeed valuable and create a cohesive business structure. Of course, there is always an argument against it too. 

SAP Commerce is ideal for larger enterprise. But for medium size businesses, it may hinder growth as they usually need more agility and  hands on support. 

In this article, we will explore the features and benefits of SAP Commerce Cloud. We will also discuss when it makes sense to use this platform - and when it doesn't. 

1. Omnichannel commerce

Different companies use varied combinations of go-to-market models, which means reaching customers through multiple and diverse touchpoints.

(The complication of the Customer Journey graph)

This can be incredibly hard to manage, creating complexity and data fragmentation for the seller, lack of personalization and reliability for the customer, and can lead to higher costs for both.

Commerce Cloud aims to solve these issues with modules aimed at both B2B and B2C users.

Core B2C capabilities include an omnichannel, responsive storefront that promotes consistency across all devices, with powerful search functionality and tailored promotions and recommendations to increase customer engagement.

The B2B Accelerator module manages complex B2B relationships through intelligent pricing models, price lists, and quote generation.

Also, through self-service options like “Organization Management,” where customers can define order approval workflows, and “Quote Negotiation”, where customers can request quotes to be reviewed by managers. The checkout has B2B-friendly features like PO number entry, auto-replenish, and the ability to charge an account rather than a credit card.

3. Customer experience management

Commerce Cloud comes with a WYSIWYG website editing tool (they call SmartEdit) with a drag-and-drop interface for creating websites, pages, promotions, and banners for mobile, tablet, and desktop.

Users can even use SmartEdit to build on top of old designs on multiple storefronts to maintain a consistent customer view.

(SAP Commerce Cloud - SmartEdit | Source)

It’s all about personalization at the individual level, using Commerce Cloud’s so-called “Context-Driven Services.” These services measure patterns of customer intent, action, behavior, and affinities, right down to preferences for sizes and colors.

Armed with this data, users can curate deeply personalized shopping experiences for their customers by refining online product displays (merchandising), recommendations, offers, and remarketing at the individual level.

4. Order management

Order management represents a significant challenge for companies operating on multiple channels and from numerous physical locations.

Editor’s note

Here’s how you could easily manage orders and transactions in the Core dna Commerce app.

1. Go to Transactions > Commerce.
2. The first thing that appears when selecting the Commerce option is the Manage Orders form containing a list of orders.

(Core dna’s Order Management tab)

This is where all of the orders that have been placed on the website will appear. They are sorted by order number, with the highest of most recent being at the very top of the page.

Alongside the Order Number heading, there is the Payment which defines the way in which the item was purchased. The Total contains the total price of the product that was purchased, and then there is the Date which notes the exact date the transaction occurred, and the order Status of the purchase.

3. You can easily edit the order details by clicking one of the following:

• Details: Will bring up the order details form
• Audit Log: This is where a log of all the audits are listed, alongside an email and date
• Transactions: Will bring up transaction details such as order date, time, value, and order URL
• Delete: Will delete the order from the system

Customers want a seamless experience across all touchpoints and expect medium-sized operations to offer levels of customer service only Amazon can afford. With Commerce Cloud, that’s more-or-less possible.

Commerce Cloud gives users a single view of inventory across an entire organization. This means a single source of truth for the seller and complete omnichannel flexibility for the customer. Customers can buy, collect, and return anywhere without messing up stock levels.

SAP Service Cloud

Service Cloud connects fragmented service channels into a singular unified overview.

A central feature is its conversational AI chatbots, which promise natural, lifelike conversations. If the bot can’t help, it transfers the customer and all the information provided to a human agent.

(SAP Commerce’ AI bot | Source)

Agents can perform all interactions (answer queries, issue refunds, create sales orders, etc.) from one interface, so there’s no need to mess around opening new windows or switching screens.

SAP Customer Data Cloud

There’s a fine line between offering engaging, meaningful customer experiences and falling foul of industry data protection rules. Customer Data Cloud keeps you on the legal side of that line!

Its built-in “Customer Consent Solution” gives customers complete and transparent control over their data and how it’s used. And the “Customer Identity Solution” provides flexible and frictionless registration, authentication, and login experiences, all critical in the era of GDPR, CCPA, and beyond.

SAP Sales Cloud

SAP Sales Cloud is a mobile-first solution for sales managers. It’s packed with predictive analytics and detailed reports, as well as tools like “Deal Finder,” which uncovers new opportunities within existing accounts, and “Influencer Map,” which locates colleagues and contacts who can help you close deals.