Tchibo: Blending consistency and convenience for a smooth customer experience at every touchpoint
Explore how Tchibo ensures a smooth customer experience across all channel with industry cloud solutions for retail from SAP. Télécharger le documentINTERNAL – SAP Only (delete if public)
Tchibo: Blending consistency and
convenience for a smooth customer
experience at every touchpoint
One of Europe’s leading chains of coffee retailers and cafés, Tchibo GmbH has a unique
business model. It operates around 900 stores in eight countries and 24,200 retail
depots, as well as e-commerce sites and apps – offering everything from coffee to
clothing to non-food services such as mobile communications. Today, Tchibo is one of
the leading e-commerce companies in Europe.
To continuously deliver the best experience, both in store and online, Tchibo is working
to modernize and digitalize every customer touchpoint. With a new omnichannel retail
platform, the company has laid the foundation for real-time stock availability, click and
collect services, and improved forecasting for pricing and promotions – helping to
ensure a smooth customer experience across all channels.
Featured Partner
Tchibo: Blending consistency and
convenience for a smooth customer
experience at every touchpoint
One of Europe’s leading chains of coffee retailers and cafés, Tchibo GmbH has a unique
business model. It operates around 900 stores in eight countries and 24,200 retail
depots, as well as e-commerce sites and apps – offering everything from coffee to
clothing to non-food services such as mobile communications. Today, Tchibo is one of
the leading e-commerce companies in Europe.
To continuously deliver the best experience, both in store and online, Tchibo is working
to modernize and digitalize every customer touchpoint. With a new omnichannel retail
platform, the company has laid the foundation for real-time stock availability, click and
collect services, and improved forecasting for pricing and promotions – helping to
ensure a smooth customer experience across all channels.
Featured Partner
INTERNAL – SAP Only (delete if public)
“Industry cloud solutions for retail from SAP give us deep
insight into when, where, and how people shop with us.
This helps us to ensure that we deliver an outstanding
customer experience across every channel.”
Christoph Kastaun, IT Director, Tchibo GmbH
Tchibo GmbH
Hamburg, Germany
www.tchibo.com
Industry
Retail
Employees
11,300
Revenue
€3.25 billion (2022)
Products and services
Coffee and consumer
goods
Featured solutions
SAP Customer Activity
Repository, SAP Omnichannel
Promotion Pricing, SAP S/4HANA
Before: Challenges and opportunities
• Deliver a consistently excellent customer experience across all channels, at every touchpoint.
• Get a better overview of customer data and interactions; eliminate data silos.
• Maintain prices and promotions across 900 stores and 18,000 partner locations around the world, as
well as e-commerce sites and apps.
Why SAP and CAS Concepts and Solutions AG
• Ability to collect data from all sales channels with the SAP Customer Activity Repository application.
• Power to provide consistent pricing and promotions with the SAP Omnichannel Promotion Pricing
solution.
• Ease of integration with SAP S/4HANA, creating a common data foundation.
• Industry expertise, technical know-how, and previous experience with SAP industry cloud solutions
for retail from CAS Concepts and Solutions AG.
After: Value-driven results
• Unified view of customer activity across channels helps to improve customer service.
• Accurate, real-time inventory and price information enables intelligent stock replenishment.
• Smarter forecasting helps reduce inventory at the end of the season; cuts logistics and handling costs.
• Consistent, reliable promotional prices across sales channels foster customer trust.
Brewing up a successful omnichannel sales strategy with
industry cloud solutions for retail from SAP
Featured Partner
90593enUS (24/06) © 2024 SAP SE or an SAP affiliate company. sap.com/terms-of-use
Real-time
Inventory visibility
Consistent
Shopping experience
“Industry cloud solutions for retail from SAP give us deep
insight into when, where, and how people shop with us.
This helps us to ensure that we deliver an outstanding
customer experience across every channel.”
Christoph Kastaun, IT Director, Tchibo GmbH
Tchibo GmbH
Hamburg, Germany
www.tchibo.com
Industry
Retail
Employees
11,300
Revenue
€3.25 billion (2022)
Products and services
Coffee and consumer
goods
Featured solutions
SAP Customer Activity
Repository, SAP Omnichannel
Promotion Pricing, SAP S/4HANA
Before: Challenges and opportunities
• Deliver a consistently excellent customer experience across all channels, at every touchpoint.
• Get a better overview of customer data and interactions; eliminate data silos.
• Maintain prices and promotions across 900 stores and 18,000 partner locations around the world, as
well as e-commerce sites and apps.
Why SAP and CAS Concepts and Solutions AG
• Ability to collect data from all sales channels with the SAP Customer Activity Repository application.
• Power to provide consistent pricing and promotions with the SAP Omnichannel Promotion Pricing
solution.
• Ease of integration with SAP S/4HANA, creating a common data foundation.
• Industry expertise, technical know-how, and previous experience with SAP industry cloud solutions
for retail from CAS Concepts and Solutions AG.
After: Value-driven results
• Unified view of customer activity across channels helps to improve customer service.
• Accurate, real-time inventory and price information enables intelligent stock replenishment.
• Smarter forecasting helps reduce inventory at the end of the season; cuts logistics and handling costs.
• Consistent, reliable promotional prices across sales channels foster customer trust.
Brewing up a successful omnichannel sales strategy with
industry cloud solutions for retail from SAP
Featured Partner
90593enUS (24/06) © 2024 SAP SE or an SAP affiliate company. sap.com/terms-of-use
Real-time
Inventory visibility
Consistent
Shopping experience
INTERNAL – SAP Only (delete if public)
“With industry cloud solutions for retail from SAP, we can
give shoppers real-time visibility of which products are
available in which stores – so they can get the items they
need, at a time and place that’s convenient for them.”
Christoph Kastaun, IT Director, Tchibo GmbH
To fuel growth and profitability in a highly competitive market, Tchibo must offer
customers a seamless experience across all channels. The first step was modernizing
and simplifying core business processes with SAP S/4HANA.
Next, the company worked with CAS Concepts and Solutions AG to implement the SAP
Customer Activity Repository application, integrating it with all sales channels – from
in-store point of sale (POS) systems to e-commerce – as well as the company’s SAP
S/4HANA digital core. Real-time inventory visibility enables smarter inventory planning,
helping Tchibo to optimize stock levels and reduce waste. Crucially, it also enables
Tchibo to provide click-and-collect services, offering customers the flexibility and
convenience to pick up orders at their local store.
With the SAP Omnichannel Promotion Pricing solution, Tchibo can now embed consistent
promotional price calculation logic, delivering a consistent shopping experience that
fosters customer trust and loyalty. It also lays the groundwork for future promotional
strategies, including customer and location-specific pricing.
Giving inventory and promotional planning a caffeine boost
Unified
Overview of customer
activity across channels
Smarter
Forecasting and stock
replenishment
“With industry cloud solutions for retail from SAP, we can
give shoppers real-time visibility of which products are
available in which stores – so they can get the items they
need, at a time and place that’s convenient for them.”
Christoph Kastaun, IT Director, Tchibo GmbH
To fuel growth and profitability in a highly competitive market, Tchibo must offer
customers a seamless experience across all channels. The first step was modernizing
and simplifying core business processes with SAP S/4HANA.
Next, the company worked with CAS Concepts and Solutions AG to implement the SAP
Customer Activity Repository application, integrating it with all sales channels – from
in-store point of sale (POS) systems to e-commerce – as well as the company’s SAP
S/4HANA digital core. Real-time inventory visibility enables smarter inventory planning,
helping Tchibo to optimize stock levels and reduce waste. Crucially, it also enables
Tchibo to provide click-and-collect services, offering customers the flexibility and
convenience to pick up orders at their local store.
With the SAP Omnichannel Promotion Pricing solution, Tchibo can now embed consistent
promotional price calculation logic, delivering a consistent shopping experience that
fosters customer trust and loyalty. It also lays the groundwork for future promotional
strategies, including customer and location-specific pricing.
Giving inventory and promotional planning a caffeine boost
Unified
Overview of customer
activity across channels
Smarter
Forecasting and stock
replenishment