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The existing SAP Commerce search engine is delivering poor search relevance, leading to user dissatisfaction, lost sales (4% of total sales), and high administrative overhead. Key issues include inability to handle complex queries (SKUs, attributes), inaccurate search results, difficulty in managing synonyms and product attributes, and a time-consuming manual administration process.
A leading European supplier of stationery, office equipment, furniture, paper, workwear, household goods, and tools, serving both corporate and individual clients through an online store and a chain of physical shops.
This project is expected to significantly improve online sales by increasing conversion rates (target: 25% growth), reducing customer churn due to poor search experience, and decreasing administrative costs by 12x. Improved search relevance will lead to higher customer satisfaction and increased brand loyalty.