In a business the size of this Knack Systems client, the efficiency of processes has the strength to influence everything from employee productivity to partner relationships to customer experiences. But then, they are accustomed to making strong influences.

The client in question is a global multi-billion-dollar leader that caters to the home and kitchen appliances segment in North America, Europe, South America, and Asia. They operate under three distinct brands, each addressing a unique market segment, and sell around 60 million household products in approximately 120 markets every year.

Since its inception, the consumer goods giant has helped pioneer several innovations to make the life of consumers easier and – in the face of limited visibility of market demand due to the ongoing pandemic – this global player decided to make a few shifts in its working model in order to position itself to continue to deliver long-term value to all its shareholders.

Getting on the fast-track to establishing stronger relationships with end-consumers

Traditionally, the client’s primary go-to-market model has been B2B and “big-box” retailers. However, the 2019 pandemic accelerated their need to explore B2C models and to establish stronger relationships with end-consumers. So, the client’s primary business mission was to launch a B2C channel with exclusive storefronts for each of the brands in their brand portfolio.

Due to the complexity and nuances of their product lines, the B2C channel also had to be seamlessly integrated with a “last-mile” delivery network to enable fast delivery of the products to the consumer’s doorstep (or kitchen).

Letting technology and expertise work its magic

The client and Knack defined a multi-phase roadmap with multiple launches, starting with a pilot launch for one of the leading brand categories. SAP Cloud Commerce, on Public Cloud (CCv2; headless, hybrid architecture (Spartacus)) was implemented and integrated to SAP ECC for fulfillment.

Support was provided for multiple payment methods, including credit card, and “pay-as-you-go.” This was followed up with implementation of Google Analytics/Tag Manager.

Enabling streamlined order flows while allowing for a unified seller experience

A fast 20-week pilot launch for one of the client’s brands allowed the project team and the client teams to develop an agile, methodology. Despite limited social media advertising and PPC campaigns, the order flow began on the same day as the launch for the client. The CCv2 environment has proven to be extremely robust, stable, and responsive.

The client’s ecommerce team is now fully empowered to run promotions and campaigns. Since the initial launch, their Commerce team has already achieved multiple minor releases per month.