Transforming eCommerce Platforms to Meet Evolving Customer Expectations with SAP

As a manufacturer, designer, and distributor of assistive medical devices for people with congenital, degenerative, or acquired ailments, the company works to improve the lives of its customers with customized products. It produces a wide range of equipment, from bariatric aids to wheelchairs, in nations across the world. However, the company quickly found its eCommerce platforms were unable to keep up with the expectations of customers in the 21st century, specifically because of its lack of standardized digitalization and customer self-service. As such, they were looking to transform their eCommerce platforms with SAP.

During the COVID-19 pandemic, the company realized that its method of properly outfitting customers for equipment – which often required physical meetings with clients to take their specific measurements – was an inefficient way to meet consumer needs. Additionally, the company’s siloed administrative and insurance quotes and access to relevant customer sales data often increased the time it took to deliver products to customers, which decreased satisfaction. It looked to transition its eCommerce dealings to a more modernized, customized platform that could adapt to the diverse needs of the 21st-century market. 

The client, an American medical equipment manufacturer, worked through an aging eCommerce system that could not keep up with modern market needs. It overhauled its processes and implemented SAP Commerce Cloud, SAP CPQ, SAP Business Technology Platform, and SAP S/4HANA Cloud, public edition to empower sellers to tailor equipment to quickly meet customers’ diverse needs. 

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This case study was provided by SAP for value-added resellers like Crescense. Contact our team for more information about RISE with SAP S/4HANA Cloud today.