Case Study: Moen achieves faster digital customer experiences and increased sales with SAP Commerce Cloud

Moen Transforming Customer Experiences with Next-Generation Cloud Technology

Moen, a leading North American faucet manufacturer, needed to replace paper-based sales, service, and marketing workflows that slowed inquiry handling and limited operational visibility. To digitalize and streamline customer experience management, Moen deployed SAP Commerce Cloud as part of the SAP Customer Experience suite, alongside SAP Sales Cloud, SAP Service Cloud, and SAP Marketing Cloud.

Using SAP Commerce Cloud and the broader SAP Customer Experience solutions, Moen implemented automated sales processes, a digital self-service knowledge base covering information for more than 8,000 products, improved call handling, and rapid-launch gated campaign web pages. The changes drove higher sales close rates, better first-call resolution and shorter wait times, increased agility for marketing campaigns, stronger visibility for strategic decisions, and measurable growth in customer lifetime value, delivering a rapid return on investment.

Moen

Tim Baker

Vice President of IT