Virgin Megastore, Sundiro Honda, and GPP will now be able to provide seamless omnichannel buying experiences for their customers using SAP Commerce Cloud. The cloud-native solution will fulfill the growing e-commerce needs of the entertainment retailing chain, motorcycle manufacturer, and Jin Jiang International Hotel’s supply chain platform, respectively.

Part of the SAP Customer Experience portfolio — which integrates different solutions for sales, customer relationship management (CRM), and marketing — the e-commerce platform helps enterprises develop solutions to allow for smooth buying experiences and streamlined processes, from search to sale.

Many retailers are now looking into their supply chain efficiency and digital competence as the demand for personalised shopping experience and attentive online customer support increases significantly. The e-commerce platform powered by SAP enables businesses to shift to digital commerce now that restrictions are still in place for in-store shopping amid the COVID-19 pandemic. 

In addition, the solution offers a smooth-running digital approach to retail operations worldwide so that customers can save time and enjoy convenient buying experiences online.

Nuno Pedro, Head of Commerce at SAP Customer Experience, has stated in the announcement that:

“Retailers today have an incredible opportunity to understand, engage and transact with consumers if they greet their customers with a robust e-commerce platform from the moment the customer signals interest.”

Moreover, Pedro explained that by providing the same outstanding service and ambiance that shoppers value in physical retail stores, the e-commerce solution gives respect to the consumers throughout their online shopping experience.

Delivering Exceptional E-Commerce Experiences Through SAP Commerce Cloud

Joining other retailers that have decided to shift to digital commerce by utilising SAP’s solution, the following companies can now take advantage of the e-commerce platform:

GPP is Shanghai Jin Jiang International Hotel Group’s one-stop hotel material purchasing platform. Aiming to innovate a new business and source of revenue for hotel supplies, GPP has decided to implement SAP’s solution to develop an automated platform. By utilising the e-commerce platform, GPP consistently managed the Chinese hotel tourism giant’s business operations amid the COVID-19 pandemic. Established in 2018 by Deloitte China Consulting to support their client’s vision, GPP is a project made possible by SAP’s technologies and Deloitte China’s top-quality services.

Another company that has adopted the e-commerce solution to manage its rapid business growth is Sundiro Honda, a joint venture between Chinese private capital company Sundiro Investment Ltd. and Honda. The Shanghai-based electric vehicle and motorcycle manufacturer has built a digitalised platform to develop its dealership services, improve customer engagement, and enhance the new business model in the automotive sector.

Virgin Megastore is an international entertainment lifestyle retailer that currently operates over 35 stores across the Middle East and North Africa (MENA) region. The retailer has implemented the solution to address customers’ preferences for convenient shopping experiences. With the expansion of its online sales operations, the company has attracted a new generation of tech-savvy shoppers by providing a compelling omnichannel experience. Additionally, the retailing chain maximises other SAP applications such as SAP ERP ECC 6.0 – Controlling (CO) and SAP ERP ECC 6.0.

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As the single largest employer in Sri Lanka’s export industry, Brandix needed to boost productivity and improve employee experience not only in the country, but also across its other apparel manufacturing units located in India, Bangladesh, Haiti, and Cambodia.

To achieve this, Brandix needed to modernize its human resource processes. The company turned to Accenture to support its digital endeavor. The two companies signed an agreement in 2019 that aimed to help Brandix in future-proofing and transforming its business operations.

Under the terms of the agreement, Accenture will help Brandix develop data-driven manufacturing, supply chain, finance, and human resources management solutions based on innovative technologies.

Anindya Basu, geographic unit and country senior managing director for Accenture India, commented on the collaboration,

“The retail industry is being redefined globally by consumer expectations, digital technologies, and transformative business models. To create value in this highly competitive environment, apparel manufacturers need to embed technology-led innovation not only at the edges of systems but also within their core processes.”

Building Human Resource Management Solutions with Brandix iConnect

The Brandix-Accenture agreement led to the creation of Brandix iConnect, designed to help the company deliver engaging employee experiences to promote productivity and drive better business results.

The human resource management solution—deployed in four months—is based on SAP SuccessFactors, SAP’s cloud human experience management (HXM) suite that provides employees with experiences that recognize their individual value and consistently motivate them to achieve top performance levels.

The new platform has become Brandix’s central hub for human resource services, aligning the company’s executive human resource processes with global best practices, bringing together real-time data, and providing employees with a user and mobile-friendly digital experience.

Since the go-live of the SAP-based solution, according to Brandix, the company has been able to:

• integrate electronic employee records
• establish an online learning management system
• automate the organization’s performance management processes
• improve talent management, succession, and learning and development processes

Project lead Suvasish Mohapatra of Accenture said, 

“People lie at the heart of any business, and this HR transformation initiative is a key milestone in Brandix’s digital journey. The modernization of its HR processes with SAP SuccessFactors solutions will help boost productivity and improve the employee experience, better positioning Brandix to grow and succeed in a highly disruptive environment.”

Achieving Sustainability Goals

Moreover, the SAP SuccessFactors-based platform has also helped the company support its sustainability goals with the elimination of paper-based human resource processes. 

Brandix has been actively playing a critical role in addressing some of the complex challenges facing our environment today. Driven by a strong vision of becoming a truly sustainable apparel manufacturer, the company started its sustainability journey in 2018.

Since then, it has established best-in-class benchmarks for other apparel manufacturing companies. Its sustainability efforts have been recognized through numerous national and international accolades, including LEED Platinum Certifications.

With the implementation of Brandix iConnect, the company is better positioned in driving its commitment towards minimizing and mitigating its environmental impact, further propelling it towards achieving its goals of becoming a truly sustainable apparel manufacturer.

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SAP Hong Kong has been finding applicable solutions to mitigate the impact of the COVID-19 global pandemic in Hong Kong to ensure businesses still run best. In the retail industry, today more than ever, much less foot traffic has forced companies including brick and mortar retailers to shift and rely on digital retail platforms to reach and cater to customers.

Now that there is a surge in online commerce, SAP Hong Kong is able to help local companies shift to digital commerce through SAP Commerce Cloud. As part of the SAP Customer Experience solutions, SAP Commerce Cloud helps companies create a personalised shopping experience for their customers. 

Fabian Padilla Crisol, Managing Director at SAP Hong Kong said:

“People movement around Hong Kong and foot traffic to shopping hubs have slowed down significantly since the outbreak of COVID-19.”

“It has quickly become essential for companies to optimise and expand online retail operations through e-commerce channels. SAP Commerce Cloud is a complete solution that supports companies to tackle business and operational challenges. Its flexibility and scalability help them launch and improve online business, and fast deployment makes our customers well-positioned to capture opportunities,” he added.

SAP Commerce Cloud, which is supported by omnichannel capabilities and a data centre in Hong Kong, enables optimisation of online retail operations and scalability of a business. It is a single commerce solution that offers comprehensive e-commerce experience with end-to-end commerce processes. The platform uses a type system to organise data such as product information, customer data, addresses or orders making the customer experience seamless.

SAP Commerce Cloud has prebuilt integrations with SAP S/4HANA, SAP ERP, SAP C/4HANA, and other SAP applications.

A number of major retailers in Hong Kong are utilising SAP’s e-commerce solutions to help them engage with customers while creating a meaningful and consistent shopping experience. Here are some of the companies that leverage the capabilities of SAP Commerce Cloud:

Asia Miles, Asia’s travel and lifestyle rewards programme, has enhanced its Lifestyle Award Redemption platform. Powered by SAP Commerce Cloud, the platform provides its members with a smarter and more rewarding online shopping experience. Now enhanced and made user-friendly, it gives members much flexibility when redeeming lifestyle products and experiences from their Miles.

The largest 24-hour online shopping mall in Hong Kong, HKTVMall, provides a comprehensive online shopping experience to its thousands of customers by leveraging SAP’s commerce solution. Aside from connecting and integrating HKTVmall’s commercial channels, handling content, catalogs, and order, the SAP solution also provides customer-facing search functionality and integrates with HKTVmall’s backend ordering and transaction systems. 

Foodwise, Hong Kong’s first top online supermarket committed to improving the health and wellbeing of its customers, utilises an e-commerce platform powered by SAP across its citywide seven-store operations. Now, Foodwise offers a personalised digital customer experience that integrates digital and physical customer touchpoints onto a single platform. The platform powers an omnichannel storefront with search and navigation, recommendations, shopping cart, wish list and checkout functions, and product content management.

SAP’s innovative approach to modern commerce has made it a Leader in Gartner Magic Quadrant for Digital Commerce for the fifth consecutive time last August 2019.

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With 40 stories across 24 cities, the implementation at Globus aim to build an omnichannel retail offering for the brand through integration on the cloud.

Using SAP S/4HANA, the company will benefit from insights into operational data to provide staff with contextual details, as well as providing real-time information to the board.

“We are in the era of instant gratification,” said Vinay Nadkarni, managing director and chief executive officer, Globus. “Providing engaging shopping experiences and customer-controlled delivery options is the need of the future. With SAP’s long-standing expertise, we look forward to creating the excitement and win unmatcchd brand loyalty of our customers.”

“Deploying SAP HANA Enterprise Cloud, we aim to combine technology, change mindsets, and process discipline to help Globus transform its operations,” said Subramanian Ananthapadmanabhan, vice president, enterprise business, SAP Indian Subcontinent. “We believe that, as traditional retail players gear up to embrace Industry 4.0, it is forward-thinking retailers like Globus who will pave the way for the entire industry to benefit from customer-centric innovations.”

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From humble beginnings with one outlet in 1996, Daw Win Win Tint has built a nationwide retail business comprising more than 200 stores and more than 8500 employees. CMHL now operates a wide range of retail business, from supermarkets, pharmacies and bookstores to baby stores, food and beverage shops. To meet the expanding needs of the business and to position the company for future growth, CMHL decided it was time to replace its ageing back-end systems.

“We chose to collaborate with SAP to help us drive greater transparency and productivity in our businesses and whilst it is early days we believe that it will increase business performance,” said Carl Crick, chief financial officer, CMHL.

In the first phase of implementation, CMHL is implementing the SAP S/4HANA Finance module, SAP Accounting powered by SAP HANA, SAP Cash Management powered by SAP S/4HANA, SAP Fiori Applications, SAP Project Systems, Procurement for fix assets and Process Orchestration for interfaces with legacy systems.

“With SAP S/4HANA, we aim to improve the way we manage our financial reporting with accurate real-time insights into our financial results. The solution will support us to centralise and consolidate our financial data, which will help our management make decisions faster and more accurately. This will be key to our strategy as we look to the future,” said Crick.

“By leveraging SAP S/4HANA, [CMHL] can expect to increase productivity, improve inventory management, promote quality and effective human resources management, reduce material costs and expenses, and boost profits,” said Liher Urbizu, managing director, SAP Indochina.

He said that leaders who miss the opportunity to share essential information in real time risk erosion of their business models and enterprise value and he emphasised the importance of digitalisation for companies such as CMHL seeking to grow and thrive in the fast-changing, highly competitive retail space.

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SAP S/4HANA will enable Singapore-based ZALORA to handle a very high volume of orders each day during peak sales periods and promotions. It will also enable the company to gain important real-time customer and business insights. The company expects the platform to enable an overall increase in productivity as well as the ability to address issues in merchandising, sales, supply chain, finance and control, and compliance. IBM will work closely with ZALORA’s project teams to migrate the company’s systems to the SAP S/4HANA platform.

The online retailer’s previous accounting processes required a significant amount of manual input of important operational data, with its associated risks, including inefficiencies and the introduction of human errors.

Without an integrated solution the company lacked the real-time data needed to make important business decisions quickly. In addition, business information was often presented in silos, which created a roadblock to a more holistic view of the business that would enable optimum operations and planning.

“To support our continued growth as a leading online fashion retailer, we needed a platform capable of automating and streamlining existing processes and the capacity for large scale expansion,” said Parker Gundersen, ZALORA Group CEO. “SAP’s S/4HANA solution fulfilled our objectives of visibility, compliance, automation, productivity and sustainability.”

“Online businesses are increasingly driven to innovate and discover new ways to deliver values to their customers along the entire purchase journey,” said Khor Chern Chuen, managing director, SAP Singapore.

“ZALORA has transformed the way people shop and interact with their favourite brands,” said Khor. “We are excited to work with ZALORA, one of the fastest growing online fashion retailers in Asia, to accelerate their business, provide a better experience for their customers and increase business value as an e-retailer.”

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The survey of more than 1000 consumers in Singapore revealed that it was the only market to rank responsiveness over privacy concerns, with 81 per cent reporting they will choose not to support a brand again based on unresponsive customer service, compared to 67 per cent who expect transparency from brands and will choose not to purchase from a brand again if their data has been used without their knowledge.

“True to the highly service-oriented market, our survey found responsive customer service to be Singaporeans’ top priority in the engagement with brands,” said Nicholas Kontopoulos, global vice president, fast growth markets marketing, SAP Hybris.

Speed of response is also important, with more than 40 per cent of Singapore respondents expecting brands to respond within three hours. The survey reveals that men at 44 per cent are slightly less tolerant than women at 39 per cent.

On the topic of privacy, the survey found that 63 per cent of Singapore respondents are comfortable with sharing their email addresses and 53 per cent with sharing their shopping history and preferences, but just 36 per cent approve of sharing their mobile numbers with brands.

Organisations must be cautious with the data they collect as 77 per cent of respondents said they expect brands to protect their interest when using their personal data, while 67 per cent cited the importance of transparency in data usage and 61 per cent cited the importance of ensuring customer privacy in the event of a criminal investigation.

As for practices to avoid, Kontopoulos said that “the top two don’ts for Singapore customers” are receiving too many direct marketing and sales calls at 64 per cent and irrelevant content at 47 per cent.

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With three brands – Lockport, Aravon and Dunham – and more than 300 locations in over 60 countries, The Rockport Group was seeking to unify its wholesale, retail and business-to-business channels to address the changing needs of the market, as well as to strengthen its presence in existing markets such as the United States, Canada, Japan, Korea, Portugal and Spain.

As well as implementing, which is a multichannel, vertically integrated fashion application, the company also went live with the SAP Customer Activity Repository application and SAP Hybris solutions to help provide a 360-degree view of customers globally.

According to SAP, together the solutions will enable Lockport to orchestrate responses to customer activity and order fulfillment, by basing plans and forecasts on real-time customer insights; break down data silos; anticipate each customer’s needs, develop promotions, assortments and programs that boost market share, and optimise customer experience across channels; and blend digital and physical channels to give customers one personalised view of the brand.

“With SAP solutions, we have significantly more visibility into our inventory and financials, enabling us to better serve our customers and deliver a modern experience,” said Ram Reddy, CIO, The Rockport Group. “We look forward to continuing this relationship with SAP as we transform to meet the demands of today’s shopper.”

SAP Fashion Management was originally launched in January 2014, having been built in collaboration with four customers, including adidas Group, and now supports over 70 customers including Brooks Brothers and Benetton, which implemented the solution last year alongside S/4HANA and the SAP HANA platform.

Benetton group chief information officer Massimo Amadio said, “With SAP innovations, Benetton expects to increase its speed and flexibility in supporting distribution and sales processes in order to deliver superior value to its customers in this digital era. Once fully deployed, SAP Fashion Management will be the backbone for the entire commercial network worldwide.”

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SAP S/4HANA Retail for merchandise management provides support for all core retail processes from master data to point of sale, insights into operational retail data, and a simple, intuitive user interface.

According to SAP, these capabilities will help retailers deliver a better and more efficient consumer experience, access contextual, real-time information for better decision-making, and accelerate critical processes such as replenishment.

“Today, it is critical to continue to optimise processes and retail frameworks,” said Achim Schneider, global head of SAP Retail. “With SAP S/4HANA Retail for merchandise management, customers can explore other business models for improved best practices and implement new business processes based on data. The real-time analytics and insights allow our customers to not only keep pace with but anticipate the changing needs of consumers and the market, driving business decisions accordingly.”

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The excellence awards are given to global SAP telco customers that have achieved significant transformation in how they run their businesses.

“This award recognises China Unicom Vsens’s massive success in extending its footprint across China,” said Stephan Gatien, general manager, telecommunications business, SAP.

“Unicom Vsens’ retail supply chain platform based on SAP system has demonstrated the organic integration between IT and business,” said Ren Zhiguo, deputy general manager, entity channel, China Unicom Group. “It has made an important contribution to the business growth of our group.”

According to Shen Wei, deputy general manager, China Unicom Vsens, SAP for Retail solutions have facilitated the franchise business transofrmation of its retail stores all over the country and “the convergence between telco operations and retail business, which reflects our focus on customer satisfaction”.

Unicom Vsens plans to continue deploying the SAP solutions in its remaining stores to complete its retail transformation while it also continues to explore potential new business models.

“Telcos across the globe are choosing to focus more on retail excellence as a key success factor of digital transformation. SAP is proud to help organisations like China Unicom Vsens achieve differentiation in a competitive and high-growth market like China,” said Gatien.

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