Case Study: Nestlé achieves a B2C‑like headless B2B e-commerce experience and improved customer satisfaction with SAP Commerce Cloud

Redefining the e-commerce experience with headless commerce by leveraging SAP Commerce Cloud APIs

Nestlé, the global consumer‑packaged‑goods leader, faced a rapid shift in B2B buyer behavior toward online self‑service and B2C‑style experiences. With product info and ordering split across two platforms, Nestlé lacked a unified customer portal and was at a competitive disadvantage; the project leveraged SAP Commerce Cloud APIs to enable a headless commerce approach and modernize the digital customer journey.

Nestlé Professional built a Drupal front end that consumes SAP Commerce Cloud APIs, integrating with SAP Process Integration and SAP ECC to deliver a single, headless B2B portal with self‑service training, ordering, tracking, and personalized recommendations. The SAP Commerce Cloud‑based solution improved customer satisfaction and reduced administrative overheads — onboarding 13 new customers since the November 2024 MVP rollout, generating 3% of revenue from the new portal within three months, streamlining 66.67% of store instances, and processing 120+ orders during the controlled launch.

Nestlé

Wayne Ashton

Project Manager-Commercial Excellence