Create a one-stop store operation platform to manage all aspects of running a store

Background

Our client is an American coffee chain founded in 1971, it is the largest coffee chain in the world. It is based in Seattle, Washington, USA. Its retail offerings include more than 30 types of world-class coffee beans, handcrafted espresso and a variety of hot and cold coffee beverages, fresh and tasty cakes and pastries, and a wide range of coffee machines, cups, and other such products. There are nearly 21,300 our client stores worldwide across North America, South America, Europe, the Middle East, and the Pacific Region. Nowadays, more than 4,200 stores have been opened in 177 cities across Mainland China, employing over 57,000 people.

Challenge

The large number of systems used in stores, including menu management, inventory management, delivery service, in-store ordering, and others, each of which is linked to a back office with different operational configurations and a different login address, posed great challenges for staff, resulting in complex and fallible store configurations. To further expand the sales channels of physical products, such as thermos flasks, mugs, and coffee sets, our client needed to add [Coffee Lifestyle] to their app, for which home delivery and takeout functions were required.

Approach

Build a store operation platform with Sap Commerce Cloud and micro-service platform, carry out delicate management of channels, menus, and orders in stores, implement control over delivery platforms, and manage the products and prices on each channel. Establish a connection between the available inventory of physical products in offline warehouses and physical stores on the inventory module of the e-commerce OMS to establish a unified inventory hub for physical products. Open a channel between the orders from Coffee Lifestyle in the client's app by implementing a diversified business scenario of transferring home delivery orders to offline warehouses and in-store pick up orders to offline stores.

Key results

Benefits

Integrate multiple systems onto one platform to create a one-stop store operation platform which can manage all aspects of running a store. Unify the management of products and business expansion, such as bundling sales and other such matters, and lay a foundation for future business expansion. Build a microservice middle office to enable the rapid expansion of future product sale channels and methods, such as pre-orders, flash sales, and other business scenarios.

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