SAP and hybris announce future plans with omni-commerce
Following its recent acquisition of commerce software vendor, hybris, SAP recently outlined its plans for the growing market around customer experience management software. At a press conference held in New York City earlier in August, SAP provided a vision of the future of commerce, highlighting the unique power of hybris combined with SAP to seamlessly engage with customers across all channels.
“Consumers are crowd-sourcing their decision-making,” said Jonathan Becher, SAP Chief Marketing and Communication Officer. “More than half of customers change their minds about buying a product after reading a negative review online. What does this mean for companies and brands? It means we have to listen and respond to a whole host of digital signals. We have to change our mindset from controlling customer relationships and automating them, to thinking about how to provide that holistic experience.”
With the hybris platform, which handles business-to-business and business-to-consumer scenarios, covering e-commerce, call centers, mobile devices and on-premises systems at retail locations, SAP is moving into what they call “omni-commerce.” SAP plans to offer hybris as an option to some 40,000 core enterprise resource planning software customers, which Becher claims are “interested in a commerce solution.”
Other plans for hybris include a push into other verticals outside of retail including manufacturing, banking and financial services. This includes expansion into new geographic territories like China. In addition to that, SAP also announced its intention to combine hybris with its Ariba online supplier network, which hundreds of thousands of companies already use to buy products.