Case Study: Technopolis boosts online performance and omni-channel retail with IBM and SAP hybris B2C Commerce

Technopolis implements a winning omni-channel retail strategy with SAP and IBM

Technopolis, a leading consumer technology and electricals retailer in Bulgaria, was facing significant challenges with its online sales channel. Their e-commerce platform, integrated with SAP CRM, suffered from poor performance and instability, with web pages taking over six seconds to load and frequently crashing during peak times. This led to a high rate of abandoned purchases and an overwhelming number of customer service calls. Seeking to implement a true omni-channel retail strategy, Technopolis turned to IBM for a solution to improve reliability and integrate its online and in-store promotions.

IBM Global Business Services implemented the SAP hybris B2C Commerce solution, which was tightly integrated with Technopolis's existing SAP ERP and CRM systems. This deployment standardized their retail operations on a single platform. The results were substantial: web page loading times improved by 70% to under two seconds, online orders nearly doubled, and the time to create marketing campaigns dropped from days to just hours. IBM's solution also led to a 50% reduction in service center calls and a 20% estimated increase in operational productivity.

Technopolis

Venelin Nikolov

Head of Telecommunications, Technopolis Bulgaria EAD