Leveraging SAP Commerce Cloud, international lifestyle brand New Era Cap Company Inc. was able to launch two major websites, streamline business transactions, and improve customer experience (CX). The company’s digital presence was transformed for the future by moving to the SAP e-commerce solution in the public cloud.
In November, Qualtrics released a report titled “Global Consumer Trends in 2022” which surveyed more than 23,000 customers in 23 countries. It discussed changes in consumer behaviour and preferences, as well as explored insights into the expectations of customers from businesses in 2022. With a two-way relationship established by feedback and action, the study suggests that businesses must personalise their approach to each individual customer in order to build loyalty in the future — with 8 out of 10 people indicating that CX needs to be further improved.
Acknowledging Consumer Trends to Improve CX
Recognising these trends in personalisation, multi and omnichannel retail advancements, and the rapid shifts in business-to-business (B2B) and business-to-consumer (B2C) digital commerce, New Era Cap Company embarked on a transformation journey leveraging SAP Commerce Cloud. The New York-based apparel retailer teamed up with EPAM Systems, an SAP Partner with expertise in e-commerce software implementation, to take on a cloud-first approach in responding to changing market requirements. For its significant software contribution to the ecosystem built around SAP Commerce Cloud, EPAM Systems has earned the SAP Recognised Expertise designation in the SAP e-commerce solution.
It was four years ago when New Era Cap Company first launched a B2C product, modernised its B2B e-commerce website, and streamlined business transactions with SAP Commerce Cloud. Aiming to deliver a more personalised experience and seeking to have a holistic view of customers across all channels, the company made the strategic decision to migrate to the SAP e-commerce solution in a new public cloud environment. The public cloud offering on Microsoft Azure offers native integration with SAP CX solutions, which aims to simplify the implementation process through the use of built-in integration flows and existing connectors.
“With SAP Commerce Cloud, we have robust e-commerce capabilities and the flexibility to introduce new features really quickly, all of which help us keep ahead of customer trends,” said Bibin Mohan, Senior Solution Architect at New Era Cap Company Inc.
Deploying the SAP E-Commerce Solution in the Public Cloud
Taking into consideration the business process requirements of local countries, New Era Cap Company began the technological rollout of its B2C website in the United States, followed by B2C in Australia and Mexico, as well as B2B in Canada, Europe, and Japan. By utilising the SAP e-commerce solution, the company’s global IT footprint and the time spent on managing IT infrastructure have been reduced.
Furthermore, the deployment of SAP Commerce Cloud to the public cloud in Microsoft Azure has enabled New Era Cap Co. to achieve the following results:
- Enhanced CX by integrating its third-party Cap-builder tool with the SAP e-commerce solution.
- Migrated to the public cloud in a span of 21 weeks.
- Addressed multiple business models with a unified solution, allowing the company to have a comprehensive view of customers across all channels.
- Gained flexibility and agility to help ensure its e-commerce website lives up to customer expectations.
- Achieved scalability to serve huge traffic volumes in different locations worldwide.
- Enabled fast development and deployment of applications to improve the buying experience.
