De’Longhi Group has extended the use of SAP Customer Experience solutions to the e-commerce channels to improve the online shopping experience and further strengthen the trust relationship with the customers. To respond to the growing consumer demand on the Group’s e-commerce channels, the company had already launched an important development plan for its online channels that has accelerated and grown exponentially due to the health emergency. After using the SAP Commerce Cloud solution for about a year, for the online sale of some products in certain European countries, De’Longhi Group has decided to extend the use to almost all of its products. Furthermore, De’Longhi Group has decided to adopt the SAP Customer Data Cloud solution to get to know its customers better, collect their data in a simple and secure way, through their consent, in order to offer increasingly personalized experiences. Recently the Group has also invested to strengthen the integration of the customer service management processes by adopting the SAP Service Cloud solution. The next milestone will be the complete implementation of the next generation SAP ERP, SAP S/4HANA, in the course of 2022.
