Customers at the Heart of Nespresso’s mCommerce Deployment
Switzerland based Nespresso is here at SAP TechEd Amsterdam to warm attendees to their special blend of mCommere transformation. While Nespresso wants to “redefine” and “harmonize” across retail channels, they also recognize that customers are the ones percolating behind-the-scenes to help drive company-wide transformation.
“A strong relationship with consumers allows us to stay in the premium coffee business and grow,” said Stefan Denk, Mobile Lead Architect, Nespresso. “Coffee is all we do and our customers are at the heart of everything we do. None of this would be possible without our customers.”
Denk said their business transformation program – “The Nespresso Experience” – is in full swing but won’t be live until sometime next year. The tools used to make the experience come to life are state-of-the-art, including SAP CRM, SAP Retail and SAP Hybris eCommerce. All of this IT goodness is exposed to Nespresso’s mobile audience via SAP NetWeaver Gateway and presented using hybrid components such as Sencha Touch.
Nespresso plans to meld these e and m commerce attributes by:
- Unifying the underlying architecture and, as a logical next step, unify the end user experience across all channels
- Reusing assets, especially in the complex check-out workflow to improve turnaround of functional changes that leverage common web views from hybris
- Starting with a full native build for all of Nespresso’s channels and markets via siloed apps
Once this architecture is in place, Nespresso will be able to grow for the next 10 years, from $4 billion to $20 billion in sales – all on the same system, according to Denk.
Rounding out the front-end customer experience is a Nespresso app designed to truly interact with customers, not just allow them to access info and buy products. “Unifying the user interface is important,” said Denk.
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