Key challenges
Meeting the rising demand for 24/7 service and shopping, enterprises need to establish effective touchpoints for omnichannel retail. Our client had fallen behind in adopting multi-channel digital commerce, leading to performance issues that hindered customer service and growth.
In pursuit of success in the "experience" economy, our client sought to leverage the potential of SAP CX. However, the necessity of periodic upgrades presented a critical and intricate challenge. Our client encountered the end-of-life phase for their implementation, jeopardizing access to essential technical support.
The maintenance and support of SAP CX omnichannel solutions posed a significant concern. Due to a lack of in-house expertise, our client faced difficulty optimizing their new digital commerce investments, making the task of bringing IT assets up to par daunting, risky, and costly.
Client in spotlight
Our client, founded in 1970 and headquartered in Oklahoma City, OK, operates a vast network of over 1000 stores nationwide, each averaging 55,000 square feet. Specializing in arts, crafts, hobbies, home décor, and seasonal products, the client is an industry leader,with annual revenue of USD 4.6 Bn+, offering a diverse catalog of over 70,000 items. Notably, this thriving business has earned a coveted spot in Forbes' annual list of America's largest private companies.
Unlocking Digital success
