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SAP Commerce Cloud

Win people over across channels in e-commerce and sell more

The customer journey is the linchpin of an e-commerce strategy and should incorporate every touchpoint regardless of the channel. SAP Commerce Cloud (formerly SAP Hybris) is a commerce solution that supports customers across all touchpoints and creates goal-oriented, relevant, exciting experiences. This e-commerce solution connects all digital and physical customer touchpoints on a single, reliable digital platform – including online, mobile, point-of-sale, call center, social media, and print – and enables extraordinary, seamless customer experiences. SAP Commerce Cloud fulfills the requirements of B2B, B2C, and B2B2C equally and helps companies succeed in today’s digital economy.

SAP Commerce Cloud is a flexible, scalable e-commerce solution that is part of SAP’s customer experience solutions software portfolio (formerly SAP C/4HANA).


Table of contents

SAP Commerce Cloud and the challenges of e-commerce

Here's how companies can profit from SAP Commerce Cloud

Omni-channel commerce: a shopping experience that is consistent across channels

SAP Commerce Cloud connects online and offline business. Content is created so that it is optimized for all end user devices and channels – regardless of whether the user has a smartphone, tablet or a desktop PC. The omni-channel processes also support delivery and return processes. The customer-oriented approach to channel integration makes it possible to create customer experiences that earn customers’ loyalty and increase sales too.

Personalization & real time

Personalization contributes to increasing the average order value by ensuring that content is custom-tailored for the shopper. Customers can be segmented and rules created in order to provide relevant products, recommendations, and advertising campaigns. Top-sellers and niche products can be advertised based on customer preferences and shopping behavior evaluated in real time for true one-to-one marketing.

One commerce platform – endless possibilities

SAP Commerce Cloud is a complete solution that is suitable for B2B and B2C and fulfills industry-specific requirements. Users profit from numerous commerce functions on a digital platform: From purchasing to delivery, order management, availability check, and even returns handling – SAP Commerce Cloud can help with webshop, product content management (PCM/PIM), web content management, product configurator, AI, and chatbots. The architecture offers maximum flexibility for add-ons and adjustments and facilitates quick innovation.

End-to-end integration

SAP Commerce Cloud is an end-to-end commerce solution that connects all processes, from front office to back office and from purchase initiation to processing in the webshop to delivery to the customer. The customer experience is seamless thanks to easy integration into SAP S/4HANA, SAP ERP, and other SAP customer experience solutions (SAP Sales Cloud, Service Cloud, Marketing Cloud, and Customer Data Cloud).

Here's how customers can profit from SAP Commerce Cloud

Direct customer contact

Customers expect simplicity, direct contact, and individualized offers when shopping. This applies for B2B as well as for B2C. SAP Commerce Cloud satisfies these requirements. Customers can be contacted directly and receive custom-tailored, highly personalized real-time experiences on all channels.

Consistent customer experience

The number of devices and operating systems used keeps increasing and presents operators of online shops/webshops with new challenges: There has to be a uniform appearance with a user-friendly design across all devices for the customer experience. With integration and easy user interfaces, SAP Commerce Cloud provides omni-channel commerce.

Optimal service

Customers expect quick reactions to inquiries and complaints. The people in charge always have to keep an eye on relevant customer data. SAP Commerce Cloud can help here with customer self-services.

Did you know…?

  • Omni-channel makes customer experiences seamless and personalized for customers. Here’s an example: A customer visits a website and sends the integrated chatbot messages about a problem. The same customer then decides to contact the call center. When the customer changes from one channel to another, he expects that he won’t even have to explain what he needs – that’s customer experience!
  • 70% of customers say that “integrated processes are very important for making a sale (e.g. seamless transfers between departments and channels and context-related information based on earlier interactions).” In addition, more than 80% of customers are prepared to give a company relevant personal information in order to improve the connection between their online and personal experiences.
  • Someone who is seeking help should get it as quickly as possible. Customers expect the company to provide them support and advice whenever they need it. If this customer service is not provided, consumers will walk away.

Learn more about SAP Commerce Cloud

Offering customers the perfect shopping experience is a challenge – especially given the greater expectations with respect to speed, personalization, and reliability. SAP Commerce Cloud helps companies confront all of these challenges.

Other SAP Customer Experience solutions

Your Contact

Picture of Alexandra Maidl, Director Customer Engagement at valantic Customer Engagement & Commerce

Alexandra Maidl

Director Customer Engagement
valantic Customer Engagement & Commerce