The client is an American global sports equipment manufacturing company that designs, manufactures, markets, and sells golf equipment products.
The client partnered with Infosys for SAP CDC and Cloud for Customer implementation and rollout of the template solution to various countries globally.
Key Challenges
- Lack of clarity on the roadmap of migrating the process on cloud offerings
- Existing landscape had customer profiles spread across local Hybris sites with unique customer identities
- Reducing the complexity of design and consolidation of customer base across sites and brands
- User registration across different languages and countries with unique requirements
- No integrated environment for 360-degree view of the client’s customers
- Non-geography-based territory structure and its determination
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The Solution
Customer Data Cloud and Cloud for Customer implementation catering to sales, service, global data secrecy and privacy policies.
Infosys helped the client for SAP CDC implementation and roll out of the template solution, part of Infosys Cobalt to various countries globally. SAP CDC is SaaS available on cloud platform.
The intent of the program was to create a unified customer profile base giving a seamless identity and user authentication across websites. The solution had to comply with new data privacy and security legislation like GDPR and CCPA.
This designed solution helped client in adoption of data privacy and security legislation aspects. The approach of the engagement was to have a global template that would be rollout to other countries. This approach was primarily driven by the cost and timeframe of project and desire to minimize disruption to the business.
SAP Commerce platform is integrated with SAP CDC using the extensions provided out of the box with specific customizations done to handle the business scenarios.
- Enabled customer identity and access management along with enterprise consent and preference management
- SAP Commerce is integrated with SAP CDC for Registration, Login, Password Reset. Profile Update and SSO.
- SAP C4C is integrated with SAP S/4HANA backend for all master data and pricing simulation
- Solutions were made flexible in terms of adaptability and extendibility to new entities that further helped in quick delivery of similar solution to additional entities
- Transparent and robust governance structure with effective stake holder management
- Delivered in Agile methodology to sync solution delivery with business availability
Benefits
Customer Data Cloud is the single source of truth for the customer accounts and identity across different geographies and brands
C4C provides greater insight into business performance and an ability to scale operations for anticipated high customer growth
Improve overall efficiency because of working in a CRM application thus providing 360-degree view of all communication and customer interactions across teams
Automation resulted into elimination of paperwork and manual system recording during inbound, outbound emails and phone calls and internal processes
