The digital touch points in the customer journey have never been more important
Columbus and SAP enter strategic partnership about SAP Commerce Cloud solutions
The fact that digital channels such as a website and a web shop play a major role in the buying process, is well-known. However, many companies still got an unpleasant surprise as they suddenly were only able to interact with their customers digitally.
As the infrastructure which normally manages a small share of the business suddenly should be in charge of the entire business, the link between logistics and the underlying IT systems, such as ERP and CRM, was exposed to a severe stress test. Not all companies were prepared for it.
This was also something that was recognized by Columbus, one of the largest consultancies in e-commerce and digital customers experience in the Nordics.
"There is an extreme pressure to map the customer journey on all digital touch points, and effectively engage customers - regardless of which channel the customer is present in, physically as digitally. Today, consumers have a desire for a consistent, cross-channel experience, including more proactive and efficient customer service. They want to be engaged and inspired", says Steen Hybschmann, Managing Director of Columbus Denmark. And continues:
"It is crucial for companies to optimize distribution channels between manufacturers, retailers and wholesalers in order to focus on improving brand awareness and customer loyalty, and in these Covid-19 times the whole link between logistics and back-end systems."
Columbus and SAP enter partnership about SAP Commerce Cloud solutions
SAP Commerce Cloud is a comprehensive e-commerce and omnichannel platform for B2B and B2C businesses that provides an overview of the customers across both physical and digital channels, allowing the company to customize and create personal and great shopping experiences for their customers.
1 May, 2020, Columbus and SAP entered into a partnership around license sales and implementation of SAP Commerce Cloud solutions.
For the past 12 years, Columbus has helped more than 200 companies actively becoming successful with digital commerce, and I look forward to SAP Commerce Cloud customers now being able to benefit from Columbus' 180 specialists from their delivery unit," said Jonas Almstrup, Nordic responsible for SAP Customer Experience including SAP Commerce Cloud. And continues:
"The Covid-19 crisis has given e-commerce a boost of incredible proportions due to the risk of infection, crisis, lock-down and curfew, and SAP has similarly experienced completely abnormal traffic figures with companies using our SAP Commerce Cloud solutions in Europe. Compared to 2019, the number of purchases in the first quarter has increased by 77% and revenue by 109% Revenue in the first quarter of 2020 represents 43 percent of total revenue throughout 2019".
"We see great opportunities in working with SAP on SAP Commerce Cloud solutions, as the crisis has certainly underlined the importance of digital presence for a company's resilience. We are experiencing a high demand for solutions that can handle the full spectrum from back office to front office with all that it entails of advanced data analysis to optimizing the entire customer journey and customer experience", says Steen Hybschmann at Columbus.
Columbus focuses primarily on three industries: manufacturing, food and retail, and provides end-to-end digital solutions that address the entire value chain of the company and help companies run a sustainable and profitable business.
telefon: 29 69 06 77
SAP Danmark A/S
Ellen Vig Nelausen
SAP Nordic Integrated Communications
telefon: 29 23 32 34