Changi Airport Group (CAG), the manager of a leading air hub in Asia Singapore Changi Airport, bagged the Best Innovation Award- The Disruptor in the recently concluded SAP Best Run Awards for Southeast Asia (SEA) for the successful deployment of SAP Commerce Cloud that enabled the Group to revamp iShopChangi.com (ISC), Changi Airport’s online shopping portal. With SAP Commerce Cloud as the Commerce Engine for ISC, the Group was able to overhaul the 5-year-old legacy platform and build a sustainable travel retail marketplace.

E-commerce is steadily growing in the Asia Pacific, largely fuelled by China, Indonesia, and India (Changi’s five key markets). The region’s massive digital transformation has advanced digital retail, resulting in the emergence of numerous online retail brands and online marketplaces. Today, more than ever, enterprises aim to provide a seamless omnichannel experience to gain a competitive edge, attract customers, and increase brand loyalty.

Recognising Challenges

Changi Travel Retail grew faster than passenger growth before COVID-19. Anticipating the changing retail landscape including changing traveller profiles, the arrival of the digital consumers, renewed competition, new business models, and Changi’s very own transformation, the Group embarked on a digital transformation journey dubbed as “Project Sunbird” to support the growing market opportunity for e-retail, unlock new sources of consumer value, and seize the opportunities to access incremental revenue pools to serve traveller needs. 

To do so, the organisation needed to urgently address key issues and limitations of its platform iShopChangi.com such as:

• Technology limitation to deliver CAG’s value proposition to retailers and consumers 
• Immature Commerce and Order Management System 
• The platform was not scalable to enable ISC’s growth ambition 
• Lack of suite of APIs to enable easy integration with other products/platforms 
• Limited marketplace capabilities to scale tenants and product range 
• Complex and limiting promotions configuration 
• Custom and bespoke legacy application

Deploying SAP E-Commerce Solution

The project was directed at implementing a commerce platform that is sustainable for the next five years based on business needs, with a capacity of up to two million transactions per annum. CAG selected SAP Commerce Cloud, a modern, scalable e-commerce platform, as the commerce engine to revamp ISC. The implementation was completed in a short period of 10 months due to the maturity of the capabilities and APIs of SAP Commerce Cloud, enabling CAG to ramp up its business initiatives at a faster pace.

Here are some of the remarkable outcomes of the SAP Commerce Cloud implementation:

• Merchant expansion by 5x, SKU expansion by 3x, and customer base expansion by more than 70,000– all in just six months
• Increased stability and scalability to manage twice the transactions of previous systems with no lag
• 150{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} increase in transaction volume for both peak and average periods
• More robust security and controls
• Merchants and CAG users can have ease of access to the various platforms via SAP SSO
• Improved workflow and processing times of orders
• Faster/real-time reporting and analytics

“We launched our new platform in the middle of 2020. This has enabled us to pivot and scale the business beyond pre-COVID levels, serving our customers amidst the pandemic,” said Teo, Chew Hoon, Group Senior Vice President, Airside Concessions.

CAG won the Best Innovation Award against two equally commendable contenders from Vietnam: Golden Gate Trade & Service JSC and Loc Troi Group Joint Stock Company.

The post How Changi Airport Group Scaled Business with SAP E-Commerce Solution appeared first on InsideSAP Asia.

The judging panel includes Cathy Ward, APJ Head, Customer Engagement and Experience, SAP Asia Pacific and Japan, as well as other respected business leaders from around the region. Participants were evaluated based on how SAP technologies have been used to achieve improved business outcomes.

In an online event, Verena Siow, President and Managing Director at SAP Southeast Asia, kicked off the SAP Best Run Awards 2021 for SEA with an illuminating look at the power of business transformation. She said:

“The SAP Best Run Awards is a significant milestone not just for our customers and partners, but also to SAP as well. Following a year of uncertainties, it has been an absolute honour for us to recognise and celebrate the grit, resiliency and creativity of Southeast Asian organisations as they pivoted swiftly to respond, adapt and accelerate their growth in a challenging business environment.”

Winners of the SAP Best Run Awards for SEA have the opportunity to increase their organisation’s visibility and marketing mileage. These companies have used SAP products to reinvent their businesses, drive innovation, and thrive in today’s disrupted economy. 

Becoming a Best-Run Business with SAP

Changi Airport Group, Globe Telecom, Inc., TrickleStar (M) Sdn Bhd, Zuellig Pharma, and PXL Marketing Sdn Bhd topped the categories they competed in and were the winners of the SAP Best Run Awards 2021 for SEA.

Best Innovation Award – The Disruptor

Changi Airport Group, the manager of Singapore Changi Airport, bagged the Best Innovation Award – The Disruptor. The major revamp of the company’s iShopChangi platform with SAP Commerce as the Commerce Engine was deployed within 10 months from the start of the project, delivering more capabilities than the initial system. 

Despite introducing the platform in mid-2020, Changi Airport Group was able to pivot and scale beyond pre-pandemic levels. The company has expanded its merchant base and acquired over 70,000 customers using SAP Commerce Cloud as its engine.

Most Transformational Award – The Game Changer

Bringing home The Game Changer – Most Transformational Award is telecommunications company Globe Telecom, Inc. (Philippines). The firm successfully created new methods to stay flexible, scalable, sustainable, and maintain business continuity using SAP HANA DB and SAP S/4HANA, resulting in up to 14,200 hours of savings and a 99.99 percent uptime.

Most Promising Startup or Entrepreneurship Award – The Rising Star

TrickleStar (M) Sdn Bhd, a Malaysian company that offers smart energy solutions aimed at increasing household and commercial energy efficiency, won The Rising Star – Most Promising Startup or Entrepreneurship Award. SAP enhanced TrickleStar’s ability to accelerate digital transformation, deliver value to customers, and save more than 65 percent on costs, personnel, and accounting with minimal increase in staffing.

SAP Business One was chosen by TrickleStar due to its extensive capability, ease of use, and flexibility to integrate with external supplier systems. The company’s requirement to reduce support staff was met by the capacity to run SAP Business One on the cloud.

Emerging Enterprise Award (Small and Midsize Enterprises or SMEs) – The Small but Mighty

Malaysian disposable food packaging supplier PXL Marketing Sdn Bhd took home The Small but Mighty – Emerging Enterprise Award for Small and Midsize Enterprises (SMEs). The company used SAP’s solutions to enable digital transformation and revolutionise its approach to change management, streamline user experiences, and increase efficiency, resulting in a 40{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} boost in inventory management and a 30{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} improvement in supply chain productivity.

Most Promising Next Generation Leaders – The Trailblazer (Individual)

Zuellig Pharma, one of the largest healthcare services providers in Asia, bagged the Most Promising Next Generation Leaders – The Trailblazer (Individual) Award. SAP Intelligent Robotic Process Automation (RPA) was used by Zuellig Pharma to install and scale robots across the company. 

The adoption of SAP Intelligent RPA has helped the enterprise to pioneer the deployment of digital bots that meet the expected standards in terms of innovation. Additionally, this has further enabled Zuellig Pharma to continue daily operations during the COVID-19 pandemic while serving customers with an enhanced experience.

Best Customer Experience Management – The X Factor

Adding to the list of Zuellig Pharma’s achievements is earning the Best Customer Experience Management – The X Factor Award. The company’s eZPay platform uses the SAP Cloud for Payment portal for customers to identify invoices for payment and view Statement of Account documents. With SAP’s solution, Zuellig Pharma was able to fully utilise its cloud capabilities, eliminate all manual processes, and design a seamless customer experience in real-time, all while saving up to 80{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} on collection expenses.

Moreover, winners of the SAP Best Run Awards 2021 for SEA walk away with a total of US$30,000 charitable donations made by SAP to the ASEAN Foundation on behalf of them. This is in addition to professionally shot productions for their business promotions, as well as a personalised award trophy and an award certificate to commemorate their achievements.

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