The client is an established club equipment manufacturing company headquartered in the USA. The company has many brands under the umbrella of the parent company with operations and sales worldwide.
Their sales processes differ by brand and geography, thus requiring a wide range of applications in their IT landscape. These include SAP Commerce Cloud, Salesforce, SAP ECC, and several point-of-sale systems. The client has seamless customer registration and profiling processes in place.
Key Challenges
Since the client’s business spans multiple geographies with diverse cultures and processes, there were several key challenges in running the business:
- Lack of a harmonized sales process across all brands and geographies. The client sales processes spanned multiple applications such as Commerce Cloud, POS systems, and Salesforce, and across 3 different brands of products being sold
- Lack of seamless integration between their sales applications and SAP Customer Data Cloud (SAP CDC) for maintaining a unified profile of customers replicated across all downstream applications
- Absence of integration from different commerce web sites used for different brands with SAP CDC for regulatory compliance of data
- Inability to capture and replicate customer consent and preference data as per compliance laws such as GDPR and CCPA
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The Solution
Infosys implemented a solution that works across geographies from ANZ to Asia Pacific to North America. The key aspects of the solution include:
- Lite registration, full registration, two-way authentication, SSO, and web page hosting
- Integration of the SAP CDC solution with all commerce portals across brands
- Implementation of login for all commerce sites in SAP CDC using screen-sets hosted on commerce portals
- Integration of each commerce portal code base with a unique child site of SAP CDC
- Configuration of data regulatory laws across geographies
Implemented SAP CDC as a Solution for customer identify and access management (CIAM), Consent, and Preference Management
- Individual personal data such as consent and preferences made available to and editable by customers. Updated data replicated across downstream applications.
- Seamless movement between commerce pages and SAP CDC site while simultaneously validating login, forgot password, multifactor authentication, and SMS authentication
- Child site configured for each commerce portal code base to ensure that functionality is replicated for each brand and each geography
Benefits
Complete control of data for each customer ensuring compliance with data regulation laws
Seamless transfer of data between commerce pages and SAP CDC and to other downstream marketing applications
Easy maintenance of sites for each brand for a particular geography by grouping them under a single parent site
