Case Study: Blackwoods achieves a seamless buying experience and 45% NPS boost with SAP Commerce Cloud

Creating a seamless buying experience at Blackwoods with SAP Commerce Cloud and Coveo AI

Blackwoods, Australia’s leading industrial and safety supplier, faced a major digital challenge: customers expected Google‑like search but 80% of journeys began with search that often returned no results across a catalog of 350,000 SKUs and 1.5 million annual orders. To modernize its storefront and support real‑time assistance, Blackwoods relaunched its site on SAP Commerce Cloud and integrated Coveo AI and the SAP Commerce, assisted service module to improve search relevance, personalization and buyer support.

Built on SAP Commerce Cloud as the scalable B2B foundation, with Coveo AI driving relevance and recommendations and the assisted service module enabling live support, the solution cut null searches by 44%, raised Net Promoter Score by 45%, increased add‑to‑cart actions on search results pages to 70% (from 29%), boosted digital penetration from 33% to 55% and achieved a 3.5x rise in CTR—delivering significant increases in digital sales, efficiency and customer satisfaction.

Blackwoods

Noshir Jariwala

Digital Product Manager – Customer