Office Depot: Meeting and Exceeding Customer Expectations with SAP Commerce Cloud - SAP.com
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Business Transformation Study | Wholesale
Office Depot: Meeting and Exceeding Customer
Expectations with SAP Commerce Cloud
Putting the customer in the center of their
e-commerce st rategy, Office Depot deployed
SAP Commerce Cloud to surpass customer
expectations.
Office Depot provides office supplies and services that enable
Partner:
customers to work more effectively, regardless of where their
workstation is located. As a one-stop shop, Office Depot offers
an extensive array of office supplies, print solutions, business
services and furniture to provide a more productive working
environment for their consumers. Office Depot, which includes
the Office Depot and Viking brands, operates in 57 countries with
a primary focus on customers in the SME segment.
© 2018 SAP SE or an SAP affiliate company. All rights reserved.
The global supplier implemented SAP Commerce Cloud for
its B2B customers to pace online orders and to modernize its
e-commerce platform. Looking to the future, Office Depot wants
to offer an even more personal approach. The ultimate goal is to
achieve a 360-degree view of the customer.
1/5
SAP Business Transformation Study | Wholesale | Office Depot International B.V
Increasing Online Orders with SAP Commerce Cloud
Company
Office Depot International B.V
Objectives
• Need for an all-in-one solution to manage the website in the complex
>1.500.000
Monthly website visits
B2B Commerce segment
Headquarter • Integrate and link their own back-end systems (including ERP and Order systems)
Venlo, Netherlands • A partner that can streamline processes, people and technology to an optimal effect
40%
Increase in mobile website use
Industry Why SAP
Wholesale • SAP proved to be the only provider that offered an all-in-one solution
with the option to integrate their own systems
80%
• Professional and cultural fit with SAP C/4HANA
Products and Services Online order placement
Workplace supplies, office furniture,
facilities products, daily stationary Resolution
essentials, technology supplies • The new B2B e-commerce platform enables the marketing department to Higher
work more effectively and flexibly
Customer satisfaction
Employees • Product changes can be made instantly via SAP Commerce Cloud
~ 6,000 • Valuable data is converted into action, making it possible to offer a
personalised customer journey
© 2018 SAP SE or an SAP affiliate company. All rights reserved.
• Customer satisfaction scores have improved significantly
SAP Solution
SAP Commerce Cloud
2/5
SAP Business Transformation Study | Wholesale | Office Depot International B.V
Introduction
Digital Transformation – Office Depot is transforming its traditional mail order Short Time To Market – The new B2B e-commerce platform enables the
business into an easy-to-use online webshop. The website has already grown to become marketing department to work more effectively and flexibly. Campaigns can be
the central point of sale for their products. Five years ago, 20% of transactions took scheduled down to the minute and can easily be adapted along the way. If product
place online; by now, that figure has grown to 80%. The website of the Viking branch changes need to be made, rather than taking 48 hours, it’s now just a matter
of Office Depot Europe had to be updated in order to evolve with changing customer of seconds. Valuable data is converted into action, making it possible to offer a
needs and to make better use of all the opportunities. Office Depot operates through 31 personalised customer journey. By using the new platform, Office Depot can now
different websites in Europe, so every change had to be implemented 31 times. Making achieve much more relevant search results and boost conversion.
a simple change on the website, like adding a new product, easily took 48 hours as a
result. Office Depot Europe decided to partner with SAP C/4HANA solutions to streamline
processes, people and technology to an optimal effect.
Optimal Data Use – Office Depot is currently working on improving the online
returns process. Other than that, they are focusing on proactively offering products
based on customer needs.
All-In-One Solution – One of the most important selection criteria was that they
wanted an all-in-one solution to manage the website in the B2B Commerce segment. Following the successful roll-out of SAP Commerce Cloud for B2B for the Viking
They also needed an option to integrate and link their own back-end systems. A good branch of Office Depot. What comes next are the customers who have their own
cultural match with the new business partner was needed as a solid foundation for a ordering environment and are still using the old platform. Optimizing data use is one
productive partnership. SAP Customer Experience proved to be the only provider that of the cornerstones in that strategy.
offered an all-in-one solution with the option to integrate their own systems.
Roy Senior, Product Owner eCommerce Delivery, Office Depot, says: “Converting data
© 2018 SAP SE or an SAP affiliate company. All rights reserved.
into action offers infinite possibilities. If data on customer behaviour is analszed effectively,
offering a customised customer journey comes within our grasp.”
Agile Approach – Office Depot, SAP Customer Experience, and Tacit
Knowledge quickly operated as smoothly as a well-oiled machine to implement SAP
Commerce Cloud for B2B. In the consultancy role, SAP oversaw the quality of the
implementation. During the implementation, an agile approach helped to adapt to
the rapidly changing digital market. A flexible approach to the digitalization strategy
is essential in such a dynamic market. SAP constantly offered choices to make most
of the platform.
3/5SAP Business Transformation Study | Wholesale | Office Depot International B.V
“SAP Customer Experience proved to be the only provider that offered an all-in-one solution
with the option to integrate our own systems. The professional click we had with SAP
C/4HANA was also a decisive factor”
Roy Egas, Senior Product Owner eCommerce Delivery, Office Depot
Web Site
www.viking-direct.co.uk
Partner
Tacit Knowledge
www.tacitknowledge.com
© 2018 SAP SE or an SAP affiliate company. All rights reserved.
4/5Follow all of SAP Customer Experience cx.sap.com © 2018 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward- looking statements, and they should not be relied upon in making purchasing decisions. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companies. See http://global.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.
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