Develop Your Omnichannel Strategy

Digital transformation has ushered a new era in both B2C and B2B commerce. To engage with your customers, you need an effective omnichannel strategy – and the right platform to deliver it.

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Digitalization Is Changing the Customer Journey

Customer engagement is more important than ever. The expansion of e-commerce means that every shopper follows a different journey and expects personalized interaction at every touch point. With so many brands to choose from, customers more readily switch from one to another. Independent of how they choose to shop – whether online or in store, on a mobile device or desktop – they want a consistent shopping experience.

79% of all customers spend at least 50% of their purchasing time researching products online.

Why You Need an Omnichannel Strategy

To meet modern demands and remain competitive, companies need to optimize their omnichannel processes and engage with shoppers at multiple touch points.

Companies must deliver excellent customer service and a unique commerce experience to the individual, consistent across all channels. Enterprises deploying an effective omnichannel strategy tap into a wealth of opportunities, generate new leads, increase revenue, and achieve sustained business growth.

Integrating the Customer Experiences Across All Channels

Are You Facing the Following Challenges?

  • Are you being held back by duplicated customer information scattered across different data silos?
  • If your buyers purchase from various channels, do you have up-to-date information on what’s in stock?
  • Are your online shop’s database and your mobile selling applications stored in separate locations?
  • Can you ensure that all digital and physical channels share a consistent look and feel?
  • Are you able to offer customer-specific catalogs and price lists?

What Makes Your Omnichannel Strategy Successful?

1. Ensure a Single Source of Truth

Bring all of your data and commerce processes together under one roof. Eliminate multiple, inconsistent data sources and gain a single view of customer, stock, and product information. Benefit from better-informed decision making and increased business agility.

2. Connect Commerce and Marketing Processes

Connect commerce and marketing processes and profit from seamless interdepartmental collaboration. Sales can quickly pass on information from customer interactions to help marketers build targeted campaigns. Meanwhile, valuable insights gained through market research and customer profiling support the commerce team in devising effective sales strategies – including personalized recommendations.

3. Integrate Your ERP and CRM Systems

Integrating your ERP and CRM systems can improve business agility and data reliability. Any changes made to information in one system (regarding customers, contacts, inventory, etc.) will be instantly reflected in the other, meaning faster access to crucial data to support sales and decision making. Furthermore, by bringing the two systems together, you gain a 360-degree view of customers and a single source of truth.

4. Provide a Personalized Experience

Provide customers with content that is geared toward their preferences. In a next-generation e-commerce suite, your website will automatically generate offers and recommendations based on the user’s purchase and search history. Products and services that are of greater interest to the shopper will appear higher in catalog searches. This way, you drive customer engagement, encouraging first-time purchases as well as repeat business – and ultimately boosting sales.

5. Implement Product Information Management (PIM)

As part of your commerce solution, a modern PIM module makes it simple to update catalogs, add products, and edit descriptions. It keeps information consistent across all channels, making it easier for customers to find what they want on any device. This in turn boosts the effectiveness of your marketing campaigns, branding, and SEO.

52% decrease in customer support cost after migrating to a B2B E-commerce portal.

Forrester

SAP C/4HANA (SAP Hybris): Run Your Processes on a Single Commerce Platform

Available on-premise or in the cloud, SAP Commerce meets the challenges of the digital age. The next-generation suite of commerce solutions unifies data and processes in a single location, reducing complexity and eliminating multiple data sources.

At the same time, the suite’s built-in versatility ensures that your customers enjoy a consistent shopping experience no matter what channel they decide to use. The result is an increase in customer satisfaction, improving the chances of a sale.

We Keep Things Simple

Omnichannel increases complexity, while siloed processes and data are obstacles between you and your customer.

Jörg Oberdieck, Head of Global Digital Practice - Customer Engagement & Commerce, NTT DATA Business Solutions AG

Omnichannel Commerce: How We Can Support You

As a SAP Hybris Gold Partner and member of the SAP Global Partner Executive Council, our expertise in omnichannel commerce and SAP C/4HANA (SAP Hybris) solutions is well recognized. In fact, our portfolio includes over 50 SAP Commerce implementations across the globe in a wide range of industries – including retail, telecommunications, life sciences, and manufacturing.

Moreover, we have over 250 SAP Commerce consultants around the world. These experts are capable of implementing both cloud and on-premise solutions – and can deliver on-site as well as offshore support. This means that wherever you are, and whatever your need, NTT DATA Business Solutions will provide a service that works for you.

Our Awards and Partnerships

  • Winner of SAP Hybris 2017 Partner of the Year Award
  • Winner of SAP EMEA Award for Partner Excellence 2017 for Customer Engagement
  • Holder of SAP Hybris Gold Partner Status
  • SAP Hybris Global General Business Partner of the Year 2016

Dürkopp Adler AG

Initially, we were only searching for a sales support system. Hybris’ future safety as well as the coherent concept of our longtime partner NTT DATA Business Solutions has convinced us of the innovative commerce solution. Today, Hybris is our strategic platform for the development of new business and sales models.

Thomas Brinkhoff, Manager Strategic Marketing / Parts Business, Dürkopp Adler AG

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How Our Customers Benefit from Us

Cia Hering Implements SAP Commerce Cloud

When Cia. Hering decided on a new e-commerce solution, it sought a qualified partner to implement the SAP Commerce Cloud.

Boticário Group Success Case – Aero

With more than 3900 points of sale in Brazil and abroad, Boticário Group is the world’s largest perfumery and cosmetics franchising network. For 11 years, it has partnered with NTT DATA Business Solutions Brazil for SAP consulting projects.

IMC Group Success Case – AWS

The IMC Group – International Meal Company – is one of the largest out-of-home food companies in Brazil, also operating in Panama, Colombia and the United States.

Leroy Merlin Success Case – Assisted Sales

Leroy Merlin arrived in Brazil in 1998, specializing in construction, finishing, DIY, decoration and gardening, offering 80 thousand items divided into 15 sectors: building materials, wood, electrical, tools, carpets, ceramics, sanitary, plumbing, gardening, between others.

Babyartikel Success Case – SAP C/4HANA

Babyartikel is one of the largest online retailers of children’s articles in Europe. Its big difference is the fast and convenient order delivery in Germany, with products being shipped within 24 hours of purchase time.

DPaschoal Success Case – SAP Sales Cloud

DPaschoal has over 6 decades of experience that provide the company with excellence in service with respect to automotive products and services. Its main differentials, besides the synonym of trust, are: security review, appointment and AutoCard.

DPaschoal Success Case – Assisted Sales

DPaschoal is the leader in car parts sales and services in Brazil. Founded almost 70 years ago, the company has 500 own and accredited automotive centers, as well as 18 distribution centers, 10 tire retreading centers, 4 parts supermarkets and 2 e-commerce.

Arezzo Success Case – SAP AFS, EWM and GRC Inbound

Arezzo&Co is a leader in footwear, handbags and accessories in Brazil. Accumulating more than 41 years of history, currently sells over 9 million pairs of shoes and accessories a year. It has four recognized brands – Arezzo, Schutz, Anacapri and Alexandre Birman – with products that stand out for qu

Cacau Show Success Case – GUEPARDO Tax Software

Founded in 1988, the fine chocolate maker Cacau Show is today one of the largest franchising companies in Brazil, with over 1,500 outlets throughout the country.

Cacau Show Success Case – CRM Web Channel

Founded in 1988, the manufacturer of fine chocolates Cacau Show is now one of the largest franchising companies in Brazil, with over 1,500 points of sale across the country.

4 Things Today’s B2B Buyers Want to Experience

Today’s B2B buyers want personalized services. They want online convenience. And they want consistency across the devices and channels they use to make a purchase.

Get a snapshot of how NTT DATA Business Solutions can help you meet your customers’ expectations and bring B2C capabilities to your B2B e-commerce with SAP and SAP Commerce Cloud.

More Useful Insights into Omnichannel Commerce

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Are You Offering Your B2B Customers the Same Omnichannel Experience They Are Used to in Their Private Life?

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Did You Know that 70% of B2B Sales Are Done Digitally?
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Did You Know that 70% of B2B Sales Are Done Digitally?

Get to know how NTT DATA Business Solutions helps you to optimize your supply chain with best-of-breed omnichannel solutions like SAP Hybris.

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Are You Facing the Challenge of Doing Sales in Multiple Languages in an International Business Environment?
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Are You Facing the Challenge of Doing Sales in Multiple Languages in an International Business Environment?

Learn about the Across Language Server, a seamless software platform for efficient translations in SAP Hybris for omnichannel commerce.

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Learn What Our Experts Say

Global Blog
Integrated POS: The Fast Way to Streamline Your Sales

NTT DATA Business Solutions | mai 08, 2019

Analytics
Omnichannel Marketing with SAP Marketing Cloud

itelligence | apr 02, 2019

Global Blog
5 Questions to Consider When Investing in a New Omnichannel Commerce Platform

Marc van den Berk | okt 10, 2018

Global Blog
The Era of SAP Customer Experience and SAP C/4HANA Begins

Jörg Oberdieck | jun 08, 2018

Digital Transformation
8 Technology Trends Shaping Our Lives (Part 3)

itelligence | nov 11, 2016

Related Topics

SAP C/4HANA (SAP Hybris)

NTT DATA Business Solutions supports you in creating a customer experience fit for the digital age with solutions from the SAP C/4HANA suite.

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