Case Study: Yell Limited achieves a 360° customer view and faster customer engagement with SAP Commerce Cloud

How Can a Multinational Media Service Provider Better Understand Its Customers’ Needs

Yell Limited, the UK’s leading managed digital marketing services provider, struggled with fragmented customer-facing systems that limited visibility into interactions, prevented customer self-service, and lacked CTI and call-recording capabilities. To solve this, Yell Limited partnered with SAP Commerce Cloud (implemented alongside SAP Sales Cloud and SAP Service Cloud) to centralize customer data and create an end-to-end cloud platform.

Using SAP Commerce Cloud together with SAP Sales Cloud and SAP Service Cloud, the vendor delivered real-time updates, CTI integration, call recording, dialer functions, faster lead-to-contact turnaround, and customer self-service. SAP Commerce Cloud enabled a consolidated 360° view of customer interactions, reduced system complexity, boosted sales productivity, and made the cloud solutions intrinsic to Yell Limited’s operations—streamlining processes and improving overall customer experience.

Yell Limited

Mark England

Head of Technology Services