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 Hybris 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

How Our Customers Benefit from Us

Missguided

it.mx Customer Portal, an NTT DATA Business Solutions complementary SAP solution, was implemented to enhance the B2B customer experience in the fast-paced world of women fashion.

KLAFS

With the integration of SAP Cloud Platform and the cloud-based application, SAP Sales Cloud, at KLAFS customer relationships are strengthened, sales opportunities are identified at an early stage and revenue is increased on a lasting basis.

Sanquin Plasma Products

With SAP ATTP Sanquin Plasma Products minimises the costs to remain compliant and supports a safe supply chain.

Boughey Distribution

The it.mx customer portal's comprehensive range of functions brings direct benefits, allowing customers to easily process and manage orders, and book in and manage their goods. It makes the process of monitoring, analysing and overseeing stock levels simple, with the ability to produce regular KPIs.

Malvern Panalytical

Malvern Panlytical were convinced that if the project was delivered successfully, they would benefit by reducing transactional processing overheads from their supply chain, whilst reaping the benefits of better collaboration with their suppliers, communicating in real-time.

Niehoff Sitzmöbel

To process its customers payments simply and directly from Point-of-Sale, Niehoff is using the it.cash&countersales cashbox solution from NTT DATA Business Solutions.

Styria Media Group

To achieve efficient processing of incoming payments as well, an interface was set up between the SAP system and the payment providers, enabling seamless payment assignment to the sales order.

AESSEAL

Various SAP Solutions from SAP S/4HANA, SAP BusinessObjects, SAP fiori and NTT DATA Business Solutions IP. Read the case study to find out how this helped AESSEAL accelerate their business.

Weir Minerals – Streamlining Global Business Processes with Managed Cloud Services

Weir Minerals has 14,000 employees operating in 35 countries and is a global leader in the mineral, oil and gas, and power industries. The company provides manufacturing equipment for slurry transportation and dewatering systems as well as spare parts and services for niche industries.

sonnen GmbH / sonnen eServices GmbH

With its vision to provide clean and affordable energy, sonnen GmbH has become the global market leader for energy storage systems. Since 2010, sonnen has installed over 40,000 "sonnenBattery" systems worldwide, and supplies over 160,000 people with power from renewable energies.

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 Hybris e-commerce.

More Useful Insights into Omnichannel Commerce

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

Learn how to realize enormous revenue potentials in the mid-sized market by leveraging e-commerce as part of your omnichannel strategy.

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Make B2B as Easy as B2C in Just 90 Days for a Perfect Start into the Omnichannel World
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Make B2B as Easy as B2C in Just 90 Days for a Perfect Start into the Omnichannel World

With our product it.B2B e-commerce for machinery, you get a pre-configured and customized solution for successful business across all sales channels.

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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 | maj 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

Digital Transformation
How Universities Can Make the Most of Digitization

NTT DATA Business Solutions | aug 26, 2016

Global Blog
Going international: The AddStore project with hybris

itelligence | feb 11, 2016

Digital Transformation
Digitization: How Universities and Colleges Can Step Up Their (Marketing) Game

Marc van den Berk | dec 01, 2015

Cloud
From gut feeling to projects! SAP CEC in Higher Education

Marc van den Berk | sep 23, 2015

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.

Customer Service

NTT DATA Business Solutions assists you in improving customer service at your business, from field service management to complaint processing and technical services.

Speak to Us Today

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Just contact us – we will be happy to help.

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