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Integrate SAP Customer Data Cloud with SAP Commerce Cloud

9 min read


How to integrate SAP Customer Data Cloud (CDC) and SAP Commerce Cloud (Commerce)

Table of Contents

Introduction

The digitalization of the commerce experience has been a primary focus for many SAP customers, and, the customer lifecycle is critical in order to build trusted relationship between the brands and the consumers. SAP Customer Data Cloud and SAP Commerce Cloud not only offer solutions to address these challenges but also simplifies the implementation process with standard out of the box functionality and integration. The aim of this article is to describe the main design considerations and share best practices about the integration.

Before we go into specific functionality and design considerations, it is important to understand the role of each product. The below section gives a high-level overview of each product and how they typically interact with each other.

This article was released during Q3 2020 therefore it may not reflect the latest features.

SAP Customer Data Cloud

SAP Customer Data Cloud is used to govern the creation of user accounts on your web/app forms and allows for login authentication to access your digital properties while enabling compliant consent capture and re-consent processes on all forms. Smart user preferences forms can be easily created in order to give full control to the end user over their data. Intelligent integration flows can be easily created using Identity Sync, Webhooks and REST APIs. SAP Customer Data Cloud is composed of three main pillars:

In case you want to learn more about the three pillars of SAP Customer Data Cloud, you can find introductory videos on SAP Customer Experience Enablement Portal.

SAP Commerce Cloud

SAP Commerce Cloud ensures a personalized, comprehensive e-commerce experience with end-to-end commerce processes:

  • Simplify your commerce setup and reduce the total cost of ownership

  • Support end-to-end e-commerce processes, including cart checkout, product content and experience management, promotions, and order management

  • Achieve seamless integration and interaction with components built natively on the same platform

If you would like to learn more about SAP Commerce Cloud then you can find introductory videos on SAP Customer Experience Enablement Portal.

Coexistence of SAP Customer Data Cloud and SAP Commerce Cloud

SAP Customer Data Cloud does not support connections to SAP Commerce Cloud backoffice applications

SAP Customer Data Cloud and SAP Commerce Cloud have different purpose in the consumer lifecycle however, as you can see in the below picture, they are tightly interconnected.

Based on our experience, we have identified the following areas which require special focus during the implementation phase:


B2B and B2C have different user lifecycles therefore the integration between SAP Customer Data Cloud and SAP Commerce Cloud has key differences:

  • B2C onboarding is typically done via user self-registration
  • B2B onboarding is typically done via organization registration and user invite from a partner admin or company admin

The below sections provide details about the implementation of both B2C and B2B setups.

B2C Implementation

Customer Self-Registration

General Setup

SAP Customer Data Cloud:

  • Master for online member profile

SAP Commerce Cloud:

  • Partial copy of member profile

Independent customers are allowed to make purchases without any preliminary approval, therefore, they can self-register an account during their visit to the Commerce site. The self-registration is basically as follows:

  1. Customer visits the Commerce site
  2. Customer provide profile details (email, name(s), address, ...)
  3. Customer validates their email (Optional)
  4. Customer is marked as verified and registered in SAP Customer Data Cloud
  5. Customer logs on and is replicated from SAP Customer Data Cloud to SAP Commerce Cloud using the Commerce built-in extension

Below is a representation of the flow:

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B2B Implementation

Organization Registration

General Setup

Back-end system (S4 Hana for instance):

  • Master for organization data

SAP Customer Data Cloud:

  • Partial copy of organization data

SAP Commerce Cloud:

  • Partial copy of organization data

There are two options with regards to organization registration:

  1. Self-registration
  2. Offline registration
Self-Registration

Customers can allow their partners to self-register their organizations online using screensets and client side APIs. The self-registration flow is as follows:

  1. Partner admin - also known as delegated admin - submits details about themselves and their organization
  2. IT Admin review the registration request
  3. IT Admin looks up the organization in the back-end system(s)
  4. IT Admin creates the organization in the back-end system(s); Business Partner Identifier (BPID) is generated
  5. IT Admin updates the organization in CDC with the BPID and approves the organization
  6. Organization is replicated from the back-end system to SAP Commerce Cloud

Standard iFlow available for replication of organizations from S4 Hana to SAP Commerce Cloud

Below is a representation of the flow:

Cannot render diagram with PlantUML server
Offline registration

Some customers onboard their partner organizations offline therefore the registration - and potentially approval - is not managed using SAP Customer Data Cloud. Instead, the customer would create the organizations in the back-end system(s) directly. The offline registration process is basically as follows:

  1. Customer collects partner organization information
  2. IT Admin registers a new organization in the back-end system; a BPID is generated
  3. Organization is replicated to SAP Commerce Cloud and SAP Customer Data Cloud
  4. IT Admin completes the invitation process in SAP Customer Data Cloud (Optional)

No standard iFlow available for replication of organizations from S4 Hana to SAP Customer Data Cloud

Cannot render diagram with PlantUML server

Customer Onboarding

General Setup

Back-end system (S4 Hana for instance):

  • Partial copy of online member profile

SAP Customer Data Cloud:

  • Master for online member profile

SAP Commerce Cloud:

  • Partial copy of member profile
Member Invite (B2B)

Partner members (customers, approvers, managers and admins) need to be granted access to the commerce application therefore user self-registration is not generally an option. In this scenario, an administrator needs to invite members and grant them with the appropriate rights. The member invite process typically is as follows:

  1. Partner admin visits the commerce application
  2. Partner admin launches the delegated admin console
  3. Partner admin invites a new member by providing mandatory profile information (email, phone number, name(s), department and job function) and assigning role(s)
  4. Member accepts the invite and completes registration
  5. Customer is marked as registered in SAP Customer Data Cloud
  6. Customer logs on and is replicated from SAP Customer Data Cloud to SAP Commerce Cloud with a link to their organization

Below is a representation of the flow:

Cannot render diagram with PlantUML server
Cannot render diagram with PlantUML server

Data Migration

SAP customers who implement SAP Customer Data Cloud and SAP Commerce Cloud would typically have existing organizations and members data recorded inside their legacy systems. Not migrating this data into SAP Customer Data and Commerce Clouds prior production launch could lead to bad user experience - where existing customers would need to register again - integration problems and process failures therefore it is recommended to execute data migration prior the rollout of the solutions.

The main things to consider for the data migration are:

  • Data Source(s): Most customers will have a backend master system for organization data and legacy CIAM system for user data
  • Unique Identifier: The unique identifier for organization is the Business Partner ID (BPID) and the unique identifier for users is generally the UID
  • Data Mapping
  • Password hashing validation
  • Data Transfer; SAP Commerce Cloud exposes oData APIs and SAP Customer Data Cloud offers Extract Transform Load (ETL) functionality via the IdentitySync utility

Conclusion

Although the standard Commerce built-in extension is available to make the connection between SAP Customer Data Cloud and SAP Commerce Cloud, the success of the implementation relies heavily on the right understanding of the user journeys and data flows.

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