Case Study: SAP achieves 3-minute incident detection and exceptional customer experience with Catchpoint

How SAP Uses Catchpoint For Exceptional Customer Experience

SAP Commerce Cloud, a scalable commerce platform used by large enterprises for complex B2B and B2C experiences, needed to prevent downtime and respond to incidents as quickly and close to the customer as possible across many customized storefronts and integrations. The challenge was detecting outages and pinpointing their source rapidly across regions and third-party services like CDNs so SAP could minimize customer impact and reduce the effort of investigating each affected tenant.

By adopting Catchpoint for internet- and API-based monitoring, SAP gets alerts within seconds, runs verification tests, and can identify the root cause of a business-affecting outage in about three minutes. Multi-node visibility and API integrations let SAP detect cross-customer issues (for example, a CDN failure), notify affected customers promptly, and conserve internal resources — resulting in faster remediation and a consistently strong customer experience.

SAP

Martin Norato Auer

Vice President of Observability Services