The digital advantage: How Levi Strauss & Co. redefined the B2B customer experience - Wipro
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The digital advantage: How Levi Strauss & Co. redefined the B2B customer experience.
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Client background Levi Strauss & Co. provides best-in-class,
Client: Levi Strauss & Co. brand-immersive, dynamic digital
e-commerce and marketing experiences
Industry type: Apparel
for wholesale customers.
Products/Services: Jeans, casual wear and
related accessories.
Brands: Levi’s®, Dockers®, dENIZEN® and
Signature by Levi Strauss & Co™.
Areas of operation: Worldwide.
Number of employees: 15,000.
Challenges Solution
Levi Strauss & Co. embarked on a multi-phased Wipro as a strategic partner, worked with the Levi
journey of B2B digitalization. The intent was to Strauss & Co. team to help enhance and deploy
create a B2B digital e-commerce platform that the second phase of the B2B digital platform for
could scale globally with multiple brands, the US marketplace. Wipro extended and
customer segments, languages and currencies, delivered the Hybris B2B platform in addition to
and integrate seamlessly with SAP ECC to provide offering support for integration of backend SAP
customers easy access to up-to-date product AFS ERP and master data management
order status, pricing and inventory information. platforms.
Levi Strauss & Co. needed assistance with phase As a strategic partner, Wipro brought an efficient
2 expansion of the platform in the US marketplace delivery management model that blended agile
without disrupting phase 1 deployment in Europe. methodology with waterfall for backend ECC
The design and deployment had to be delivered on integration. Wipro leveraged and augmented the
time, blending multiple development models with Hybris base solution for the US marketplace thus
agile and waterfall methodology. Design changes keeping the platform scalable for
and critical feedback from businesses and global deployment.
customers across sprints were incorporated into
Wipro was also responsible for the functional,
the solution.
regression and test automation activities, to
Levi Strauss & Co. wanted user experience and allow efficient sprint and system-integration
systems architecture to be consistent, to support testing. The Wipro test team executed over a
a single global platform. It sought consistent and thousand manual and automated test cases to
seamless design of the user experience and user validate and ensure that the system was ready for
interface across business processes and screens, production. Today, Levi Strauss & Co. leverages
across multiple form factors-from tablets to Wipro’s Hybris production support expertise to
desktops, and multiple languages. Also, Levi manage the platform running across US and
Strauss & Co. wanted to transition US wholesale Europe in 21 countries, 14 languages, and 11
customers from the old online solution to the new different currencies.
platform, using a rapid adoption approach without
disrupting daily sales.
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Key design features of the platform
Cross sell/upsell to support marketing
Easy and intuitive buying experience
strategy/promotions
Waitlist functionality for out-of-stock
Multi-branded site for both
item/size and email trigger when
Levi Strauss & Co. and Dockers®
items/size back in stock
Category assortments specific to Order orchestration and payment
customer types through multiple methods
Catalog browsing across multiple
Supports multiple languages
product facets
Works across multiple browsers and
Near real-time product availability and
form-factors for desktops and
pricing
tablets
At-once replenishment ordering
capabilities
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Business impact
The B2B digital platform delivers a modern B2C throughput and business velocity. These features
feel with an intuitive buying experience for have increased engagement with the brand and
non-EDI wholesale accounts. This integrated encouraged customers to move into a self-service
platform provides near real-time information on purchasing experience allowing for increased
product, price, and availability to customers in an sales volumes.
always-on environment. This helped improve
Key
deliverables
Overall customer Sales orders created
satisfaction using the new through the Hybris platform
platform is greater than 90% have >95% fulfillment rate
Customer adoption rate and Overall order volume for customers
repeat usage exceed Year 1 targets using the online platform rose by
high single digits
Sales revenue through the online
channel has grown
year-over-year by double digits
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Levi Strauss & Co. Business Team Quote:
Jen Beyer
“U.S. BCOM has provided our sales team and Director, B2B eCommerce
accounts with the best-in-class B2B solution,
transforming the way we do business. The Wipro
team played a key role in the success of our U.S.
launch and continues to demonstrate dedication, Olga Gabris
flexibility and high standards as the platform Product Manager
evolves.”
Levi Strauss & Co. IT Team Quote:
JP Gendelmeyer
“Great work, team spirit, and commitment from Director, Global
the Wipro team through all phases of the project Wholesale Digital Lead
deliver the B2B solution to the US market!”
David Cantrell
Sr. Director, IT Global
Wholesale Applications
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