Case Study: Arauco achieves 24x7 order visibility and improved customer satisfaction with SAP Commerce Cloud

Arauco Enabling Sustainable Growth with a Modern Customer Experience

Arauco, a global leader in sustainable forestry and forest products, needed to modernize its customer experience and give buyers real-time visibility into orders and deliveries without relying on customer support. Facing tight supply conditions and varying local market needs, Arauco selected SAP Commerce Cloud to build a centralized, flexible commerce platform that could integrate with existing systems and support regional strategies.

Using SAP Commerce Cloud (integrated with SAP S/4HANA and other systems), Arauco launched a customer portal that provides 24x7 access to order and delivery status, invoices, account statements, alerts, and detailed dashboards. The portal drove measurable impact: 35% of sold-to customers were using it by October 2021 (on track to 40%), 86% customer satisfaction, 61% of customers ranked the portal superior to other B2B portals, and registered users grew 208% in the first 16 months—results SAP Commerce Cloud is now helping replicate in Latin America.

Arauco

Diego Tuleski

Director of IT