Case Study: Blackwoods achieves a seamless buying experience 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 supplies provider, needed to improve a website search experience that was frustrating customers and hurting sales. With over 350,000 SKUs, 1.5 million annual orders, and most visitors starting with search, Blackwoods struggled to return relevant results and provide real-time digital support.

SAP helped Blackwoods relaunch on SAP Commerce Cloud, with SAP Commerce assisted service module and Coveo AI improving search relevance, personalization, and customer support. The results included a 45% increase in NPS, a 44% drop in null searches, and digital penetration rising from 33% to 55%, with 70% of add-to-cart actions now happening on search results pages.

Blackwoods

Noshir Jariwala

Digital Product Manager – Customer