Creating an omnichannel experience on par with consumer Web sites
Implementing SAP S/4HANA and SAP Commerce Cloud has proven to be a catalyst for change, fueling the transformation of Tessco’s business and how it operates. The project presented the ideal opportunity to reimagine core business processes, review how products are structured, and redesign offerings based on how customers interact with the e-commerce Web site.
One of the most significant changes is how Tessco organises its teams. Before the implementation, the company was set up in vertical silos that limited business-wide collaboration and led to gaps in the overall customer experience. Now, the company’s teams are cross-functional and primed to deliver an outstanding customer experience with expert knowledge across a diverse range of wireless solutions.
Now offering an omnichannel experience befitting leading B2B and B2C organisations, Tessco can deliver a consistent experience and allow customers to configure complex products to their specifications. Product information flows directly from SAP S/4HANA into its e-commerce storefront, creating an end-to-end customer experience and easing access to more than 65,000 units in its catalog.
Whether customers interact with the organisation through sales representatives or using the Web site, the experience is the same. Customers placing orders through multiple channels can view their history through the Web site. Furthermore, pricing is more consistent since customers can generate quotes online based on prenegotiated rates.
In addition, a redesigned registration process enables customers to create a single account with multiple users, with each user assigned select permissions. New users can also register on the account without tapping into support services to set up their accounts.