Today’s online shoppers expect simplicity, speed, and personalization when shopping on e-commerce platforms. There has been a boost in online shopping and e-commerce in the post-pandemic world. Investing in the right tools is crucial for enterprises to ensure the best customer experience and stay ahead of their competition.
This is where SAP Hybris comes into the picture.
What is SAP Hybris?
SAP Hybris (now called SAP Commerce Cloud) is omnichannel cloud-based e-commerce and digital marketing solution for B2B, B2C, and B2B2C companies. Regardless of your industry or business model, SAP Hybris allows you to trace every step of your customer’s journey to provide personalized and relevant shopping experiences. This platform integrates all touchpoints including online, mobile, POS, call center, social, and print on a global scale. The platform comes with flexible modules that you can implement directly with their ready-to-use functionalities or customize them according to your industry requirements.
Let’s take a deep dive into the capabilities of SAP Hybris and how it can help you transform e-commerce, enhance customer experience, and boost revenue.
1. Omnichannel commerce
Your enterprise might be using a combination of different go-to-market models, so your interaction with your customers is spread across multiple platforms. This leads to complexity in managing multiple touchpoints, data fragmentation, and a lack of personalization for the customer. SAP Hybris solves these issues with modules that connect digital and physical touchpoints onto a single, centralized platform. There are modules for both B2B and B2C users.
The B2C module enables consistency across all channels and provides powerful search functionality for all your products. This access to all your omnichannel data on one platform will allow you to seamlessly tailor promotions and recommendations to improve your customer experience. Core capabilities of the B2B module include intelligent pricing systems, price lists, and quote generation.
2. Product content management
The Product Content Management within SAP Hybris processes and consolidates large amounts of product data and ensures consistent data across all your channels. You can effortlessly catalog products by varied attributes and then edit, publish, and upload information in bulk simultaneously. This saves time and promotes efficient content storage and management in a single source of truth. This centralized platform not only facilitates multiple corporate operations simultaneously but also provides users easy access to valuable information on products or services.
With this module, users can also
- Curate bundles i.e., products packaged together into personalized offers
- Define flexible pricing rules
- Use built-in order templates
- Streamline the buying process
- Create and manage multiple catalogs
- Provide descriptions in various languages
- Add images and videos
- Engage customers to create user-generated content
- Edit content in real-time
3. Customer experience management
While you can create and edit product information using product content management, it is not enough to provide an excellent customer experience. You need to tailor your product descriptions according to customer preferences.
The SAP Hybris Customer Experience Management module is based on personalization and context-driven services that help you customize your content according to user behavior. This module measures patterns of customer intent, action, behavior, clicks, likes, and search requests to help you create a strategy for promotional campaigns, storefront customization, and product recommendations. The Customer Experience Management module has the capability to segment customers according to brand, style, color, interests, search history, etc. With access to this huge pool of information on a single platform, you can deliver a deeply personalized shopping experience to your customers.
Another important function in this module is customer recovery. This function helps you to re-engage consumers who visited your website but did not purchase anything. You can automate remarketing promotional campaigns according to certain rules to attract these consumers again.
4. Order management
SAP Hybris’ Order Management solution allows you to view and manage inventory across your entire organization. The solution manages customer orders from start to finish, streamlines order fulfillment, and improves the shopping experience.
With Order Management, customers can conveniently buy, pick up, or return products both online and in-store. The capabilities of this module are –
- Real-time visibility into sales channels and stock inventories
- Buying and order fulfillment functionalities
- Flexible sourcing feature to optimize shipments
- Order versioning to improve order status visibility
This unified and well-thought-out system ensures that even complicated orders are implemented quickly and efficiently. This efficient system ensures that customers do not abandon their carts or leave your website unsatisfied.
5. Real-time customer support
With access to a huge amount of customer information, SAP Hybris builds customer profiles that contain their journey on your website or any other channels. The customer service agents can then easily provide support with this customer profile information. They get a 360-degree overview of the customer with details on demographics, purchase history, preferences, and past support tickets. Using this information, they can provide customer support of the highest level.
Along with these modules, SAP Hybris comes with ready-to-use, industry-specific solutions called “Accelerators” that are designed to meet challenges and unique specifications for certain businesses and sectors. These accelerators are available for B2B, B2C, financial services, telecommunication and media, travel, and public services industries. Your enterprise can quickly launch an online sales channel using these services.
Transform your E-commerce business with SAP Hybris
SAP Hybris is the unified platform that can help you level up your e-commerce game with its plethora of solutions to better understand your customers, curate relevant content, and improve sales with industry-specific functions.
At Celebal Technologies, our extensive knowledge about the eCommerce industry and expertise on the SAP Hybris platform makes us uniquely suited to assist your e-commerce transformation journey.
Give your customers the best omnichannel experience with SAP Hybris. Contact us at enterprisesales@celebaltech.com to get started.
