Case Study: Tchibo achieves a seamless omnichannel customer experience with SAP

How Tchibo ensures a smooth customer experience across all channel with industry cloud solutions for retail from SAP

Tchibo, one of Europe’s leading coffee retailers and cafés, needed to deliver a consistently excellent customer experience across stores, e-commerce sites, apps, and partner locations while eliminating data silos and keeping prices and promotions aligned. To support this omnichannel goal, Tchibo worked with SAP and CAS Concepts and Solutions AG, using SAP S/4HANA along with SAP Customer Activity Repository and SAP Omnichannel Promotion Pricing.

SAP helped Tchibo integrate sales and customer activity data across channels, enabling real-time inventory visibility, click-and-collect services, and more accurate forecasting. The result is a unified view of customer activity, smarter stock replenishment, reduced end-of-season inventory, lower logistics and handling costs, and more consistent promotional pricing that strengthens customer trust and loyalty.

Tchibo

Christoph Kastaun

IT Director