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About The Client

The client is one of the largest distributors of electronic appliances in Kuwait. Starting with selling coconut oil and bicycle spares in a small shop, the client quickly expanded the business and diversified into different markets like air conditioning, plumbing, and fire protection. Today, the company offers a wide range of products and services, including consumer electronics, commercial and industrial equipment, IT solutions, and travel services.

The client was also ranked #1 in service excellence among all National Panasonic-Technics agents in the Middle East for two consecutive years and #1 in after-sales service among all its competitors in Kuwait.

Business Challenge

The client was using an outdated version of IBM web commerce and HCL Commerce for their e-commerce website. This was limiting their ability to provide a seamless customer experience across offline and online channels. They were facing challenges, such as:

  • Fragmented operations and lack of flexibility: To begin with, the front-end and back-end were managed on separate platforms. The entire operation was siloed and fragmented. To add to the woes, end customers could not choose options like ordering products and collecting them from the client company’s retail stores or gift-wrapping certain products at additional costs. These restrictions impacted customer experience.
  • Manual processes: The client was over-relying on manual processes to manage critical functions like product and price management, managing orders and promotions. Something as basic as resizing product images in various sizes or processing orders were done manually and took hours to complete. Given the client’s online presence, they could not afford to spend so much time on manual processes. It impacted overall productivity.
  • Complex interface and back-end: The front-end interface of the online store was extremely complex. It did not allow the end customers to filter out-of-stock products from the Product Listing Page (PLP). It also did not provide any details about the product’s availability in its retail stores on the Product Details Page (PDP). The back-end system also had certain limitations. For example, the client could not implement an e-wallet system that could allow customers to manage their balances, refunds, and gift cards. This posed a challenge to enhancing customer experience.

The client decided to overcome these challenges and improve their operations by partnering with Sapours.

The Sapours Solution

Sapours implemented a comprehensive set of solutions to help the client build a seamless multi-channel customer experience.

Here are a few solutions we provided the client:

  • SAP Commerce Solution: The client was using a legacy technology that had limitations. Thus, we recommended using SAP’s Commerce Solution as the back-end solution. We integrated it with SAP’s ERP using Cloud Platform Integration (CPI) as middleware. We built a unified system that ensured smooth communication and data exchange between the front-end and the back-end. By implementing the SAP Commerce solution, we eliminated the client’s concern about fragmented operations that affected the multi-channel customer experience.
  • Payment integrations: We integrated various payment methods with SAP’s Commerce Solution. This enabled the client to offer various payment options to the end customers during checkout. Additionally, we implemented the e-wallet service for customers to manage their order refunds and gift cards, and maintain balance across various channels and shops without any hindrance.
  • Social media integrations: Since the client had a strong online presence, we wanted to also strengthen their social media presence and build it as a marketing channel. We integrated social media platforms with SAP’s Commerce Solution to allow the client to market and sell products across multiple social media channels. This enabled the client to develop effective social media marketing campaigns and reach a wider audience across various platforms. We also integrated Facebook Pixel and Google Analytics to enable the client to track customer behavior and website traffic across all channels and optimize their marketing campaigns.

Besides these integrations, we also offered additional services that could add value to the client’s business. These included:

  • Implementing the best practices of SAP Commerce to streamline various eCommerce processes and improve efficiency, profitability, and customer satisfaction
  • Implementing real-time stock pricing and stock replication functionalities to provide real-time stock prices, prevent over-stocking or stockouts, and synchronize product inventory across different channels
  • Adding additional functionalities to the websites, such as a Wishlist to allow customers to add products to buy later, loyalty points to improve customer retention, and bundle products to cross-sell and upsell new products
  • Optimizing the website’s performance for different delivery options
  • Creating customer-facing web applications for website, iOS, Android, and Huawei platforms to improve customer experience

Our 19-member team took a phase-wise implementation approach and provided post-implementation support to the client.


The client witnessed significant improvements in their processes and operations. Here are a few improvements they saw post-implementation:

  • Streamlined processes: Since we aligned the processes with SAP Commerce best practices, the client saw an overall efficiency in processes and increase in productivity.
  • Enhanced delivery: The client’s picking and packing teams got better visibility into the orders, which enabled them to plan and schedule delivery more efficiently. The improvement in efficiency has also contributed to better cart conversions and order fulfillment.
  • Reduced manual intervention: The automation features such as automatic indexing and revised CRON job planning reduced the client’s over-reliance on manual processes. It reduced errors, improved productivity, and enabled the workforce to complete tasks more efficiently.
  • Optimized order processing and delivery scheduling: The implementation of SAP’s Cloud Solution optimized the delivery types and slots and provided customers with the much-needed flexibility to receive their orders. The client witnessed an overall improvement in order processing and delivery scheduling. It made them more responsive and ensured faster order fulfillment.