Worldwide
Global | ENAmericas
United States | ENCanada | ENEurope
United Kingdom | ENGermany | ENDeutschland | DEAPJ & Middle East
United Arab Emirates | ENSingapore | ENIndia & Vietnam
India | ENVietnam | ENNo location matches.
01Customer experience
Sales Cloud V2, Service Cloud V2, Commerce Cloud, CPQ and Engagement Cloud, running on the same data as S/4HANA.
Proof One SAP Commerce template rolled out to 21 countries for a global manufacturer.
02Finance and core
S/4HANA finance, FSCM credit and collections, and a payment factory connected to your banks.
Proof Touchless invoice processing: cost per invoice down from $12 to $3.
03Data & AI readiness
Assess, cleanse, match and harmonise your business data before go-live, then let AI use it.
Proof Illustrative: 15 supplier records become 5 governed SKUs, with nothing deleted.
04AI Value-to-Autonomy
Assist, recommend, execute, orchestrate, then act inside guardrails your business sets.
Proof Six levels of autonomy, each with its own KPI and the person’s role written down.
05Security and GRC
Access requests, segregation-of-duties checks and firefighter access, embedded in S/4HANA on the standard SAP ruleset.
Proof A standard Phase 1 runs about nine weeks with a small remote pod.
06Multi-country rollout
One global template, regional layers and country localisation, delivered in waves by local teams.
Proof Live in 9 and 21 countries for global manufacturers.
07Specialist talent
W-2, 1099 and C2C in the USA, IR35-aware in the UK, AÜG-aware in Germany, and Deel wherever we have no entity.
Proof Only about 7 in 100 applicants reach a client after ten vetting stages.
08Managed services
L1 to L4 application support, monitoring and a standing improvement team, under SLAs.
Proof Root causes fixed in the next release instead of closing the same ticket every week.
09Business services & GCC
Finance, procurement, HR and logistics operations, or a capability centre we build, run and transfer to you.
Proof From time-and-materials to outcome-based managed services in five steps.
Certified and trusted
Quality, security and delivery maturity, independently certified.
SAP PartnerOpen Ecosystem partnerTrusted by global customers
Start with your need
Nine ways we help. Each opens the service, its offerings, the guides to read and a named person to talk to.
Meet the people behind PGC Digital
Meet Vinod, our Chairman and Managing Director. Strategy, technology, SAP and global growth.
View LinkedIn profile ↗Data & AI services · the SAP + Data + AI company
We bring SAP and non-SAP data into one governed platform, build AI that reaches production, and run it for you. Three services, used together or on their own.
01 · PGC Data Factory
One trusted version of customers, products, suppliers and orders, from SAP and every other system.
What we deliver · click to explore
Built onSnowflake · Databricks · Microsoft Fabric · SAP Datasphere · SAP MDG
02 · PGC AI Factory
Forecasts, plain-language answers and AI agents that your teams use every day, with a person approving.
What we deliver · click to explore
Built onSnowflake Cortex · Databricks Mosaic AI · Azure ML · SAP Joule
03 · PGC Digital Ops
Dashboards, copilots and a team that keeps pipelines, models and costs healthy after go-live.
What we deliver · click to explore
Built onPower BI · SAP Analytics Cloud · managed services on AWS, Azure, Google Cloud
Enterprise Operations & GCC · ITeS staffing and managed resources
Accounting, purchasing and logistics, HR, compliance, PMO, design and content. We hire, onboard, pay and manage the resources; you get the work done.
Insights and case studies
65 field guides, playbooks and customer stories on SAP CX, migration, AI, data and operations. Each one links to the service behind it.
SAP CX & Commerce · Sales, service, commerce and engagement on one customer record
Pricing & revenue · B2B, B2C and D2C pricing, rebates, price rules, AI pricing engines and SAP integration
Migration & upgrades · C4C V1 → V2, Marketing Cloud → Engagement Cloud, ECC → S/4HANA
AI & Joule · What SAP Business AI costs, where it pays, and how far it can run on its own
GTM with Claude skills · Hunting boards, research agents and downloadable Claude skills for SAP CX go-to-market
Talent acquisition & AI · How we hire globally with Claude, connectors, LinkedIn, Zoho and WhatsApp: funnel, KPIs and playbooks
Manufacturing data & AI · From data silos to an intelligent factory and an AI-powered, automated value chain
Data & AI · Governed SAP data on Snowflake and Databricks, master data and control towers
Operations & GCC · Finance, procurement, HR and supply chain operations, and capability centres
Case studies · Customer stories with the numbers and the architecture behind them
For SAP partners · How boutique SAP CX partners add capacity without adding risk
Guided journey · with Sappy
Tell Sappy what you want to improve and where you are today. You get the offering that fits, a case study, something to read and the next step.
Talk to us
One short form for any service, offering or case study. A named person from the right team replies.
Home · Journeys
Every way in
Nine starting points. Each one takes you through the pages that answer your first questions, in order.
Ask Sappy from the button in the corner, or send us one line about what you need.
Home · Multi-country rollout
Global template · regional layers · country localisation
Most of the solution is built once in the global template. Regional templates and country localisation add only what differs, so each new country goes live faster than the last.
How the template works
Each country's change requests go through template governance, so the core stays upgradeable.
Rollout planner
The planner needs JavaScript. Open this page in a browser to group your countries into waves.
A planning aid, not a quote. Wave order, dates and team sizes are agreed with you in discovery.
Multi-country rollout
Send me your list of countries. I will show you the waves, the team that governs each one and how we contract locally.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Send us the countries and scope. We come back with a wave plan, the governing team per region and the contracting route for each country.
Home · Countries
Local teams · local contracts
Each country page names the team, the services offered there, the ways we can engage people locally, and the payroll and compliance route.
Region
Sales and customer governance for North America
PradeepIT Global Consulting (America) Inc.
5 people listed · 5 local hiring models
Open USA →Incorporated entityContracting and onshore support for Canadian clients
PGC Digital Canada entity
0 people listed · 4 local hiring models
Open Canada →Region
Contracting and T&M and managed services for UK clients
PGC Digital UK entity
2 people listed · 4 local hiring models
Open UK →Entity from January 2028European sales and customer governance from Frankfurt
PGC Digital GmbH (to be established January 2028)
3 people listed · 4 local hiring models
Open Germany →Region
Sales coverage for the UAE and wider Middle East
PGC Digital UAE entity
5 people listed · 4 local hiring models
Open UAE →Incorporated entityRegional hub and APAC operations
PradeepIT Global Consulting (SEA) Pte. Ltd.
5 people listed · 4 local hiring models
Open Singapore →Region
Headquarters, holding company and principal delivery centre
PradeepIT Global Consulting Limited
6 people listed · 4 local hiring models
Open India →Delivery centreOffshore delivery centre for all regions
Offshore delivery centre
2 people listed · 3 local hiring models
Open Vietnam →Your team in USA
Services offered here
Life sciences work starts where our leaders are based: Greater Boston (Cambridge, Seaport, Longwood, Lexington, Waltham) and the I-270 corridor in Maryland (Rockville, Gaithersburg, Germantown).
Hiring and engagement models in USA
| Model | What it means | Who employs or contracts | Best for |
|---|---|---|---|
| W-2 employee | On our US payroll. We withhold federal and state income tax and FICA, pay employer taxes and offer benefits under our plans. | PGC Digital America | Long engagements, client wants one accountable employer |
| 1099 independent contractor | Self-employed consultant who handles their own taxes and is paid on Form 1099-NEC. Classification is checked against IRS common-law rules and state tests such as California’s ABC test. | The consultant | Short, defined work where the consultant controls how it is done |
| C2C (corp-to-corp) | The consultant’s own LLC or corporation invoices us; we invoice you under one MSA. | The consultant’s company | Incorporated specialists and niche skills |
| C2H (contract-to-hire) | Starts on contract, converts to your payroll on agreed terms. | Us, then you | You want to test fit before a permanent hire |
| Managed services / ODC | An outcome or SLA-based team run from India and Vietnam with US governance. | PGC Digital | Run, support and continuous improvement |
Payroll and compliance route
Where we have no entity, or a person sits in another country, onboarding, localised contracts, payroll and offboarding run through Deel, our global payroll and compliance partner. You still get one MSA and one consolidated invoice from PGC Digital.
How Deel fits →General information to help you plan, not legal or tax advice. The right model is confirmed for each engagement with local advisers.
Tell us the roles, the start date and how you want to engage. We reply with a proposal or matched candidates.
Your team in Canada
Canadian engagements are run with our North America leadership. A named country lead will be listed here once confirmed.
Services offered here
Delivery runs from Bengaluru and Vietnam with an Eastern-time overlap for governance calls.
Hiring and engagement models in Canada
| Model | What it means | Who employs or contracts | Best for |
|---|---|---|---|
| Employee (T4) | On a Canadian payroll with CPP or QPP, EI and income tax withheld at source. | Our Canada entity or Deel | Long engagements |
| Independent contractor | Self-employed; status follows the CRA employee-versus-self-employed tests. | The consultant | Defined, independent work |
| Incorporated contractor | The consultant’s corporation invoices us. We check the arrangement does not look like employment. | The consultant’s company | Experienced specialists |
| Contract-to-hire | Contract first, then conversion to your payroll. | Us, then you | Testing fit before a permanent role |
Payroll and compliance route
Where we have no entity, or a person sits in another country, onboarding, localised contracts, payroll and offboarding run through Deel, our global payroll and compliance partner. You still get one MSA and one consolidated invoice from PGC Digital.
How Deel fits →General information to help you plan, not legal or tax advice. The right model is confirmed for each engagement with local advisers.
Tell us the roles, the start date and how you want to engage. We reply with a proposal or matched candidates.
Your team in UK
Our international T&M and managed services line covers the UK, and EMEA sales is led by our Senior Director for APJ & EMEA.
Services offered here
UK hours overlap with Bengaluru for most of the working day, so delivery and governance run in near real time.
Hiring and engagement models in UK
| Model | What it means | Who employs or contracts | Best for |
|---|---|---|---|
| PAYE employee | On a UK payroll with income tax and National Insurance through PAYE. | Our UK entity or Deel | Long engagements |
| Limited-company contractor | Contractor works through their own company. Medium and large private-sector clients decide IR35 status and issue a Status Determination Statement. | The contractor’s company | Outside-IR35 project work |
| Umbrella company | Contractor is employed by an umbrella company that runs PAYE on their pay. | Umbrella company | Inside-IR35 roles |
| Fixed-term contract | Employment for a set period with the same core rights as permanent staff. | Our UK entity | Programme-length roles |
Payroll and compliance route
Where we have no entity, or a person sits in another country, onboarding, localised contracts, payroll and offboarding run through Deel, our global payroll and compliance partner. You still get one MSA and one consolidated invoice from PGC Digital.
How Deel fits →General information to help you plan, not legal or tax advice. The right model is confirmed for each engagement with local advisers.
Tell us the roles, the start date and how you want to engage. We reply with a proposal or matched candidates.
Your team in Germany
Until PGC Digital GmbH is established in January 2028, contracts run through our group entities and people are engaged through Deel or licensed partners.
Services offered here
GDPR and EU data residency come first in every data engagement, with European data tools where clients prefer them.
Hiring and engagement models in Germany
| Model | What it means | Who employs or contracts | Best for |
|---|---|---|---|
| Permanent employee (Festanstellung) | Employment with statutory social insurance and the protections of German labour law. | PGC Digital GmbH from January 2028, or Deel | Long engagements and local roles |
| Freelancer (Freiberufler) | Self-employed specialist. Each engagement is checked for false self-employment (Scheinselbstständigkeit); a status check with Deutsche Rentenversicherung is possible. | The freelancer | Defined expert work |
| Contract for work (Werkvertrag) | We owe a defined result and direct our own team, so control stays with PGC Digital. | PGC Digital | Fixed-scope deliverables |
| Temporary agency work (AÜG) | Workers placed under the client’s direction need a licensed agency. Assignments are generally capped at 18 months, with equal pay generally after nine months. | Licensed agency or EOR | Staff working inside your team |
Payroll and compliance route
Where we have no entity, or a person sits in another country, onboarding, localised contracts, payroll and offboarding run through Deel, our global payroll and compliance partner. You still get one MSA and one consolidated invoice from PGC Digital.
How Deel fits →General information to help you plan, not legal or tax advice. The right model is confirmed for each engagement with local advisers.
Tell us the roles, the start date and how you want to engage. We reply with a proposal or matched candidates.
Your team in UAE
Services offered here
The FSCM Payment Factory offer was scoped for a Middle East bank and runs with a seven-person hybrid team, onsite and in Bengaluru.
Hiring and engagement models in UAE
| Model | What it means | Who employs or contracts | Best for |
|---|---|---|---|
| Mainland employee | Work permit and residence visa through MOHRE; salaries paid through the Wage Protection System (WPS). | Our UAE entity or Deel | Long engagements on the mainland |
| Free-zone employee | Permits and visas through the relevant free-zone authority. | A free-zone entity or Deel | Clients based in a free zone |
| Fixed-term contract | UAE employment contracts are fixed-term under Federal Decree-Law No. 33 of 2021. | The employer of record | Programme roles |
| Offshore pod | Team in Bengaluru or Vietnam with onsite leads for workshops and cutover. | PGC Digital | Cost-efficient delivery |
Payroll and compliance route
Where we have no entity, or a person sits in another country, onboarding, localised contracts, payroll and offboarding run through Deel, our global payroll and compliance partner. You still get one MSA and one consolidated invoice from PGC Digital.
How Deel fits →General information to help you plan, not legal or tax advice. The right model is confirmed for each engagement with local advisers.
Tell us the roles, the start date and how you want to engage. We reply with a proposal or matched candidates.
Your team in Singapore
Services offered here
Singapore also covers our wider APJ markets, including Japan, from the regional hub.
Hiring and engagement models in Singapore
| Model | What it means | Who employs or contracts | Best for |
|---|---|---|---|
| Employment Pass | For professionals; most new applications are assessed under the COMPASS framework. | Our SEA entity | Senior specialists relocating to Singapore |
| S Pass | For mid-level skilled staff, subject to quotas and levies. | Our SEA entity | Mid-level technical roles |
| Local employee | Singapore citizens and permanent residents, with CPF contributions. | Our SEA entity or Deel | Local, long-term roles |
| Contract for service | An independent contractor engaged for defined work. | The contractor | Short specialist work |
Payroll and compliance route
Where we have no entity, or a person sits in another country, onboarding, localised contracts, payroll and offboarding run through Deel, our global payroll and compliance partner. You still get one MSA and one consolidated invoice from PGC Digital.
How Deel fits →General information to help you plan, not legal or tax advice. The right model is confirmed for each engagement with local advisers.
Tell us the roles, the start date and how you want to engage. We reply with a proposal or matched candidates.
Your team in India
Services offered here
Head office: 208, 2nd Floor, Brigade Gardens, 19 Church Street, Bengaluru 560001.
Hiring and engagement models in India
| Model | What it means | Who employs or contracts | Best for |
|---|---|---|---|
| Full-time employee | On our payroll under the four Labour Codes in force since 21 November 2025, with PF, ESI where applicable, gratuity and TDS. | PradeepIT Global Consulting Limited | Delivery teams and ODCs |
| Fixed-term employee | Employment for a set term with parity of benefits under the Labour Codes. | PradeepIT Global Consulting Limited | Programme-length roles |
| Independent consultant | Professional fees with tax deducted at source and GST invoices where registered. | The consultant | Niche expert work |
| GCC on build-operate-transfer | We build and run a centre, then transfer people, process and IP to your entity when you choose. | PGC Digital, then you | Your own captive centre |
Payroll and compliance route
Where we have no entity, or a person sits in another country, onboarding, localised contracts, payroll and offboarding run through Deel, our global payroll and compliance partner. You still get one MSA and one consolidated invoice from PGC Digital.
How Deel fits →General information to help you plan, not legal or tax advice. The right model is confirmed for each engagement with local advisers.
Tell us the roles, the start date and how you want to engage. We reply with a proposal or matched candidates.
Your team in Vietnam
Delivery in Vietnam is led by our delivery directors, who run delivery for all regions from India and Vietnam.
Services offered here
Vietnam adds a second Asian delivery site, close to APJ clients and overlapping with Singapore hours.
Hiring and engagement models in Vietnam
| Model | What it means | Who employs or contracts | Best for |
|---|---|---|---|
| Employee | Under Vietnam’s Labour Code, with social, health and unemployment insurance. | Delivery entity or Deel | Offshore delivery teams |
| Offshore pod / ODC | A dedicated team under PGC Digital governance. | PGC Digital | Long-running delivery |
| Work permit for foreign staff | Foreign specialists working in Vietnam need a work permit. | Employer | Onsite leads |
Payroll and compliance route
Where we have no entity, or a person sits in another country, onboarding, localised contracts, payroll and offboarding run through Deel, our global payroll and compliance partner. You still get one MSA and one consolidated invoice from PGC Digital.
How Deel fits →General information to help you plan, not legal or tax advice. The right model is confirmed for each engagement with local advisers.
Tell us the roles, the start date and how you want to engage. We reply with a proposal or matched candidates.
Home · Services
Common services across every country
SAP CX and commerce, SAP core and finance, data and AI, nine industry practices, business services and GCCs, and specialist talent, under one MSA and one governance forum.
Sales, service, marketing and commerce on SAP, connected to S/4HANA and ready for AI assistants.
C4C V1 is going away, commerce drifts country by country, and marketing tools age out. Each one costs revenue until it is fixed.
Explore →02 · CoreModernise the core and the money flows behind it.
Finance, logistics and payments run across too many hand-offs. The core has to be clean before anything on top of it can scale.
Explore →03 · IntelligenceFrom the business question to AI that acts.
Good AI starts with boring, clean data. Duplicate customers and mixed codes put both the S/4HANA go-live and every AI model at risk.
Explore →04 · IndustryNine industries on one platform, each with designated teams.
Each industry has its own data estate and its own first question. Automotive and FMCG lead the practice.
Explore →05 · OperationsOperate the back office at outcome-level SLAs.
Back-office work grows faster than headcount. Moving from time-and-materials to outcomes shifts cost from people to volume.
Explore →06 · CapacitySupply and govern scarce specialist skill.
Scarce SAP, data and AI skills decide programme dates. Vetting and compliant contracts decide whether the people stay.
Explore →Ways to engage
Fixed-scope review with a plan and estimate.
Agreed scope, milestones and acceptance criteria.
Country waves on your global template.
L1 to L3 AMS and an improvement pod under SLAs.
Named consultants added to your team.
Every service, offering, team and skill → Engagement and commercial models →
Services, offerings and skills
Ten service lines, the offerings in each, the team we usually start with, the skills and niche skills behind it, and the industries we serve. Pick a line, or start from your industry.
Ways to work with us
Start small and grow: most clients begin with an assessment or a few specialists, then move to a pod, a managed service or outcome-based operations.
01 · Assess
Fixed-price assessmentsTwo to four weeks to a plan you can act on: readiness, architecture, business case and roadmap.
Fixed price02 · Build
Implementation and migration projectsS/4HANA, CX, data platforms and AI, delivered in phases with a scorecard at each gate.
Fixed scope or milestones03 · Extend
Specialists and specialist teamsNamed SAP, data and AI consultants added to your team, from one person to thirty.
Time and materials04 · Scale
Pods and offshore delivery centresA forward-deployed engineer with a 3–9 person pod, or a 25+ person ODC under PGC governance.
Monthly pod fee05 · Run
Managed services and AMSSAP, data platforms, models and integrations run to agreed SLAs, and improved every month.
Monthly, SLA-based06 · Operate
Business process servicesFinance, procurement, HR and supply chain operations, moving from effort to transaction or outcome pricing.
Per transaction or outcome07 · Staff
ITeS resources on PGC payrollTrained accounting, logistics, HR, PMO and design professionals, often the same or next business day.
Monthly per resource08 · Build-operate-transfer
Global capability centresWe set up, run and hand over a capability centre in India or Vietnam.
Set-up, run and transfer fees09 · Hire anywhere
Global hiring and payrollHire in 16 payroll countries through our entities or with Deel as employer of record.
Per person per monthService catalogue
Service line 01
Sales, service, marketing, commerce and pricing on SAP, connected to S/4HANA.
Offerings
Typical team · about 11 people
A starting point; we size the team to your scope.
Core skills
Sales & Service Cloud V2C4C V1SAP Commerce CloudComposable StorefrontSAP CPQEmarsysCustomer Data CloudSAP BTP CAPIntegration Suite
Niche skills
C4C PDI code rebuilt as BTP extensionsV1 to V2 data reconciliationCondition-record replication to CommerceEU 30-day reference priceVariant Configuration and Pricing service
Industry verticals
AutomotiveManufacturingRetail / eCommerceFMCG / CPG
Service line 02
A clean S/4HANA core and the money flows behind it.
Offerings
Typical team · about 11 people
A starting point; we size the team to your scope.
Core skills
S/4HANA FI/COSDMMFI-CAFSCMEWMTMABAP RAPIntegration SuiteSAP BTP
Niche skills
Payment Factory: BCM, APM, MBC, EBSISO 20022 bank formatsIn-house cashEWM with automationClean-core extensions
Industry verticals
ManufacturingAutomotiveBFSILogistics / 3PLEnergy / Utilities
Service line 03
Move ERP before the 2027 deadline, with a clean core.
Offerings
Typical team · about 13 people
A starting point; we size the team to your scope.
Core skills
S/4HANASUM / DMOMigration CockpitATC custom code checksFioriSolution Manager / Cloud ALM
Niche skills
Selective data transitionCustom code remediation at scaleNear-zero downtime cutoverClean core with RAP and BTP
Industry verticals
ManufacturingAutomotiveFMCG / CPGHealthcare / Pharma
Service line 04
Governed SAP and non-SAP data, turned into decisions.
Offerings
Typical team · about 9 people
A starting point; we size the team to your scope.
Core skills
SnowflakeDatabricksMicrosoft FabricInformaticaSAP DatasphereSAP MDGdbtPower BISAP Analytics Cloud
Niche skills
SAP BW to lakehouse with semantics keptSAP Business Data Cloud ConnectExtraction compliant with SAP Note 3255746OPC UA and IoT for plant dataGolden-record matching
Industry verticals
ManufacturingFMCG / CPGRetail / eCommerceLogistics / 3PLBFSITelecom
Service line 05
AI that reaches production, at the autonomy level each process is ready for.
Offerings
Typical team · about 7 people
A starting point; we size the team to your scope.
Core skills
PythonAzure MLDatabricks Mosaic AISnowflake CortexRAGLLM agentsSAP JouleSAP AI CoreMLflow
Niche skills
Maker–checker agents with audit trailAgentic revenue growth for FMCGCortex Analyst semantic modelsAgent evaluation and guardrails
Industry verticals
FMCG / CPGManufacturingRetail / eCommerceBFSILogistics / 3PL
Service line 06
Prove who can do what in SAP, before the auditor asks.
Offerings
Typical team · about 5 people
A starting point; we size the team to your scope.
Core skills
SAP GRC Access ControlSAP IAGFiori securityS/4HANA rolesSoD rulesets
Niche skills
Firefighter (EAM) at scaleSoD for S/4HANA migrationsContinuous control monitoring
Industry verticals
BFSIHealthcare / PharmaManufacturingEnergy / Utilities
Service line 07
One template, many countries, local rules respected.
Offerings
Typical team · about 8 people
A starting point; we size the team to your scope.
Core skills
SAP global templatesLocalisationActivate methodologyChange management
Niche skills
E-invoicing across countriesTemplate rolled out across 21 countriesFollow-the-sun cutover
Industry verticals
AutomotiveManufacturingFMCG / CPG
Service line 08
Finance, procurement, HR and supply chain run by one partner.
Offerings
Typical team · about 16 people
A starting point; we size the team to your scope.
Core skills
SAP FI and MM transactionsSAP AribaReconciliationPower AutomateOCR and workflow
Niche skills
Transaction-priced work packagesForeign trade operationsOutcome-based managed services
Industry verticals
ManufacturingAutomotiveLogistics / 3PLRetail / eCommerce
Service line 09
Skilled people on PGC Digital payroll, often the same or next business day.
Offerings
Typical team · about 10 people
A starting point; we size the team to your scope.
Core skills
SAP FISAP MMTallyAdvanced ExcelPower BITableauAdobe SuiteSQL basics
Niche skills
Foreign trade operationsSupplier qualityAIMS complianceFrench-language contentE-learning development
Industry verticals
AutomotiveManufacturingLogistics / 3PL
Service line 10
Scarce specialists and pods, hired compliantly in 16 countries.
Offerings
Typical team · about 8 people
A starting point; we size the team to your scope.
Core skills
SAP CXSAP BTPS/4HANASnowflakeDatabricksGenAIAWSAzureGoogle Cloud
Niche skills
Forward-deployed engineersTen-stage AI-assisted vettingClaude-assisted global recruiting
Industry verticals
BFSITelecomRetail / eCommerceManufacturing
Niche skills
The specialisms that usually decide a programme date. Each one is linked to its service line.
Industry verticals
Each vertical has a designated team, a lead and its first use cases. Ticks show where a service line has a vertical playbook.
| Industry, first use cases and lead | CX | Core | S/4 | Data | AI | GRC | Rollout | Ops | ITeS | Talent |
|---|---|---|---|---|---|---|---|---|---|---|
| AutomotiveDealer-to-cash commerce · Multi-country rollout · Part master and warranty recoveryPod of 8, led by SAP CX Solution Architect (indicative) | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||||
| FMCG / CPGSecondary-sales visibility · Trade promotion analytics and optimisation · Agentic RGM orchestratorPod of 7, led by SAP Integration / Data Architect (indicative) | ✓ | ✓ | ✓ | ✓ | ✓ | |||||
| ManufacturingSAP data for the S/4HANA move · Plant data integration · Predictive maintenance lakehousePod of 9, led by SAP Integration / Data Architect (indicative) | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Retail / eCommerceStock and order sync · Customer 360 · Demand forecast per SKUPod of 8, led by Lead Data Engineer / Data Architect (indicative) | ✓ | ✓ | ✓ | ✓ | ✓ | |||||
| BFSICore-banking data modernization · Risk-finance warehouse · Real-time fraud and credit scoringPod of 8, led by Lead Data Engineer / Data Architect (indicative) | ✓ | ✓ | ✓ | ✓ | ✓ | |||||
| Healthcare / PharmaEHR, lab and ERP integration · SAP quality and batch data · Deviation modelsPod of 7, led by SAP Integration / Data Architect (indicative) | ✓ | ✓ | ||||||||
| Logistics / 3PLTMS, WMS and ERP integration · Supply-chain analytics · Live ETA predictionPod of 8, led by Lead Data Engineer / Data Architect (indicative) | ✓ | ✓ | ✓ | ✓ | ✓ | |||||
| TelecomOSS / BSS data modernization · Revenue assurance · Subscriber 360 and churnPod of 8, led by Lead Data Engineer / Data Architect (indicative) | ✓ | ✓ | ||||||||
| Energy / UtilitiesSAP IS-U and asset data · IoT and asset integration · Grid failure predictionPod of 7, led by SAP Integration / Data Architect (indicative) | ✓ | ✓ |
Tell us the outcome you need. We reply with the offering, the team and the first step.
Campaign · SAP CX by PGC Digital
Replatform from C4C V1, migrate from SAP CRM 7.0, or modernise sales and service on SAP’s next-generation CX, connected to S/4HANA and ready for AI agents. One partner for the strategy, the build and the people.
Why now
Like ECC, SAP Business Suite 7 leaves mainstream maintenance at the end of 2027. Planning a move takes most of a year.
Sales Cloud V2 and Service Cloud V2 are SAP’s next-generation CX, built for extensions on BTP and for AI.
Agents can only act on one trusted customer record, with consent, orders and service history connected.
Prices, stock and service promises must match on every channel, every time.
Built for your role
CIO / IT head
“Our CRM is old, customised and expensive to keep alive.”
Sales Cloud V2Service Cloud V2Integration Suite
MeasureCustom objects retired, interfaces reduced, upgrade effort
Plan this with usSales leader
“Forecasts are guesses and quotes take days.”
Sales Cloud V2SAP CPQ
MeasureForecast accuracy, quote turnaround, win rate
Plan this with usService leader
“Cases bounce between teams and SLAs slip.”
Service Cloud V2
MeasureFirst-contact resolution, SLA attainment, cost per case
Plan this with usMarketing leader
“We send campaigns, but sales says the leads are cold.”
SAP Engagement CloudSAP Customer Data Cloud
MeasureMQL to SQL conversion, campaign ROI
Plan this with usDigital and commerce head
“The web shop, the dealer portal and ERP disagree on price and stock.”
SAP Commerce CloudSAP Customer Data Cloud
MeasureConversion, price accuracy, online revenue share
Plan this with usCFO and pricing
“Margin leaks between quote, discount and rebate.”
SAP CPQSAP Commerce Cloud
MeasurePrice realisation, discount leakage
Plan this with usSAP partner or procurement
“We need certified SAP CX people now, not in three months.”
All six offerings
MeasureTime to first profile, interview-to-select ratio
Plan this with usWhat we offer
01
Sellers spend time with customers, not with the CRM.
Accounts, leads, opportunities, pipeline and forecasting, with AI-assisted selling and guided next steps.
Sales Cloud V2BTP CAP extensionsS/4HANA order handoff
Plan Sales Cloud V2 →02
Every case answered on time, by the right person.
Case lifecycle, SLAs, routing, agent desktop and field service, connected to orders and installed base.
Service Cloud V2Build Process AutomationIntegration Suite
Plan Service Cloud V2 →03
Campaigns that know what each customer just did.
Journeys, segmentation and lead nurturing on Emarsys, with consent kept and MQLs handed to sales.
EmarsysCustomer Data CloudSales Cloud V2
Plan SAP Engagement Cloud →04
One storefront for B2B, B2C, D2C and dealers.
Catalogue, pricing, promotions and checkout on SAP, with the same prices and stock as S/4HANA.
Commerce CloudComposable StorefrontS/4HANA and CPQ
Plan SAP Commerce Cloud →05
One login, one consent, one customer.
Identity, consent and profile across web, app, commerce and marketing, ready for GDPR and India’s DPDP Act.
Customer Data CloudEmarsysCommerce Cloud
Plan SAP Customer Data Cloud →06
Complex quotes out the door in hours, priced like the invoice.
Configurable products, pricebooks, approvals and guided selling, with S/4HANA pricing through the pricing service.
SAP CPQVariant Configuration and PricingSales Cloud V2
Plan SAP CPQ →Three ways to move
Project type 1
Moving the existing CRM solution to a new technology platform
ExampleSAP C4C V1 → SAP Sales Cloud V2
Focus
New architectureCloud platformIntegrationDataExtensions
Project type 2
Moving business data, configurations and relevant processes from one system to another
ExampleSAP CRM 7.0 → SAP Sales Cloud V2
Focus
Data migrationProcess mappingTestingCutover
Project type 3
Improving the business processes, technology and customer experience
ExampleSAP CRM Sales & Service → Sales Cloud V2 and Service Cloud V2, integrated with S/4HANA
Focus
Process redesignAutomationUXAPIsAI
Durations are indicative for one region and depend on scope, custom code and data volume.
Technology that serves the business
Channels
Web shop and appDealer and partner portalContact centreField serviceEmail and WhatsApp
Experience
SAP Commerce CloudSAP Customer Data CloudSAP Engagement Cloud
Engagement core
Sales Cloud V2Service Cloud V2SAP CPQ
Extend and connect
BTP CAP extensionsBuild Process AutomationIntegration SuiteEvent Mesh
Run the business
S/4HANA orders, pricing, invoicesDatasphere and SAC analyticsJoule and AI agents
Why “Autonomous”
People enter and look up data
AI summarises, suggests, drafts
Next-best action with reasons; people choose
Lead routing, case triage, quote approvals run after one click
Low-risk updates run alone and are reported
Each CX process climbs one level at a time, only after the previous level is proven in the data.
The people behind it
Every consultant in our Autonomous CX inventory is mapped from project down to sub-skill, by offering, project type, grade, region and industry, so the profile you receive matches the job.
Configuration, BTP development, platforms and tools
Sales, service, marketing and commerce processes
APIs, iFlows, events, data flows to S/4HANA
Leadership, governance, operations, runbooks
APJ
Singapore, Vietnam, IndiaSGT · ICT · ISTEMEA
Germany, UK, IndiaCET · GMT · IST overlapAmericas
USA, Canada, IndiaEST · CST · follow-the-sunIndia & MEA
India, UAEIST · GSTIndustries
Dealer-to-cash, warranty, multi-country rollout
Installed base service, spare parts commerce, CPQ
D2C storefront, customer 360, loyalty
Distributor portal, trade promotions, retail execution
Customer onboarding, service cases, consent
Field force, complaints, compliant consent
Customer portal, case management, ETA updates
Subscriber 360, service cases, churn
Customer service, field service, self-service
Need people?
Offering, project type, region, industry, grade and budget.
Every consultant scored on offering, project type, region, industry and budget.
Role, grade, experience, offerings, industries, availability and engagement model.
Interviews in your week; specialists, a pod or a full team.
From the founder
Vinod Kumar Beli · Chairman and Managing Director, PGC Digital · SAP CX
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Read before you decide
Home · Services · SAP Customer Experience
Harmonise your CRM and CX with a single autonomous system, where AI acts on the full truth of your business to power every customer experience.
Sales Cloud V2 · Service Cloud V2 · Engagement Cloud · Commerce Cloud · Customer Data Cloud · SAP CPQ · S/4HANA
One connected system
Sales Cloud V2, Service Cloud V2, Engagement Cloud, Commerce Cloud, Customer Data Cloud and SAP CPQ run on the same customer, product, price and order data as SAP S/4HANA. We migrate, implement and run them, and get the data ready for SAP’s AI assistants. Tap a circle to jump to a product.
The SAP CX portfolio
Tap Sappy’s ring above or the chips to jump to a product. Each card says what it does for the business, how we help and what flows to and from S/4HANA.
Win more deals with one view of every account, lead, opportunity and quote.
S/4HANA link Customers, products, prices and order status come in from S/4HANA; won quotes go back as sales orders.
Resolve cases faster with the full customer and equipment history in one place.
S/4HANA link Installed base and warranty come in from S/4HANA; service orders and billing go back.
Run personalised journeys across email, SMS, web and mobile, with loyalty and feedback.
S/4HANA link Uses consented profiles from Customer Data Cloud and purchases from commerce and sales.
Sell online in B2B, B2C, B2G and D2C models on one global template.
S/4HANA link Products, prices and stock come from S/4HANA; web orders go back; order and invoice status return to the shopper.
Give every customer one login, one consent record and one profile across channels.
S/4HANA link Shares consented profiles with Engagement Cloud and Commerce Cloud.
Configure complex products and price them by rule, inside the sales flow.
S/4HANA link Materials and pricing conditions come from S/4HANA; accepted quotes become sales orders.
Keep the front office and the back office on the same customer, product, price and order.
S/4HANA link One integration hub instead of point-to-point links between every system.
SAP S/4HANA data flows
Every flow runs through SAP Integration Suite, so there is one hub to monitor instead of a web of point-to-point links.
| From | To | What flows | Why the business cares |
|---|---|---|---|
| S/4HANA | Sales Cloud V2 · CPQ · Commerce Cloud | Customers (business partners), products, prices and conditions | Sales and the web shop quote the same customer and price as finance |
| S/4HANA | Commerce Cloud · Sales Cloud V2 | Stock availability | Promise dates the warehouse can keep |
| Sales Cloud V2 · CPQ · Commerce Cloud | S/4HANA | Sales orders from won quotes and web orders | Nobody re-keys an order |
| S/4HANA | Sales · Service · Commerce | Order status, deliveries, invoices and credit | Anyone can answer “where is my order?” |
| S/4HANA | Service Cloud V2 | Installed base, equipment and warranty | The agent sees what the customer owns |
| Service Cloud V2 | S/4HANA | Service orders and billing | Service work is invoiced without manual steps |
| Customer Data Cloud | Engagement Cloud · Commerce Cloud | Consented profiles and preferences | Marketing only reaches people who agreed |
| Commerce · Sales | Engagement Cloud | Purchases and behaviour | Journeys react to what customers actually do |
Typical flows. The exact scope is designed for each programme in discovery.
Autonomous CX
SAP’s Joule assistants coordinate AI agents to orchestrate work, so teams move faster, think more strategically and deliver better customer experiences. Sappy shows four of them.
Plans, launches and tunes campaigns across channels. SAP says campaigns that took weeks to build can launch in a day, with AI handling targeting, content and optimisation so your team can focus on strategy.
Works with SAP Engagement Cloud · SAP Customer Data Platform
View Campaign Assistant details ↗Flags deals at risk, sharpens the forecast and generates quotes, so sellers spend their time with customers rather than on admin.
Works with SAP Sales Cloud
See SAP’s CX assistants ↗Tunes product content, pricing, assortment and promotions using live commerce data, so the shop keeps up with demand.
Works with SAP Commerce Cloud
See SAP’s CX assistants ↗Streamlines how cases are handled and turns resolved inquiries into reusable best practices for every service rep.
Works with SAP Service Cloud
See SAP’s CX assistants ↗What PGC Digital sets up so they work
Assistant availability, packaging and AI Unit consumption are set by SAP and change over time. Is Joule free? Sappy explains →
How we deliver
Sources
Checked 16 October 2026. Assistant descriptions are summarised from SAP’s pages. SAP, S/4HANA, Joule and the product names are trademarks of SAP SE.
Proof and reading
Manufacturing
Case study →DeliveredManufacturing · HVAC
Case study →DeliveredManufacturing · Tyres
Case study →Insight · Sappy explainsSAP Customer Experience
Moving off C4C V1 or bringing commerce onto S/4HANA? Call me and I will walk you through the path, the risks and the first step.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Start with an assessment of your tenant, integrations and data. You get a migration plan and an estimate.
Pricing on SAP · the connected value chain
How a pricing engine, SAP S/4HANA, SAP CPQ and SAP Commerce Cloud connect, so the web price, the dealer quote and the invoice agree.
Decide
Execute
Quote
Sell
Learn
The loop closes. Invoiced prices, paid rebates, won and lost quotes and web conversion flow back to the engine, so every next price decision is based on the pocket price, not the list price.
Insights and case studies for this service
Offerings
One example
An FSCM Payment Factory programme follows Prepare (3 weeks), Explore (5), Realize (10), Test (6), Cutover and Hypercare (4): about 30 weeks for one region with a seven-person hybrid team.
How it runs
Available in every country we serve, governed by the local team and delivered from India and Vietnam.
Where
Proof and reading
SAP core and finance
If month-end, collections or payments still run on spreadsheets, let’s find the one change that moves cash first.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
An assessment, a single pod or one specialist. The contract and governance stay the same as you grow.
03 · Intelligence · SAP + Data + AI
We connect SAP, supply chain, finance and customer data into a governed foundation, then turn it into decision intelligence and agents your people trust. For enterprises, and as the capacity partner behind data and AI firms.
Group-level figures as of 2026, from the PGC Digital company profile.
Guided navigation · who are you?
Six buyers, six first questions. Each path shows what we would do, what to read next and the one step to take.
Data & AI services firm
“We win SAP-heavy data and AI deals, but SAP specialists are hard to find.”
What we would do
CIO or CDO
“Our SAP data is not ready for AI, and BW is getting old.”
What we would do
Supply chain or operations leader
“We can track trucks, but we find out about problems too late.”
What we would do
CFO or finance leader
“Finance numbers live in SAP, spreadsheets and banks, and nobody trusts one version.”
What we would do
FMCG or CPG commercial head
“Promotions and prices are decided on gut feel and checked months later.”
What we would do
CISO or GRC lead
“We cannot let AI near data until access and audit are under control.”
What we would do
Why PGC Digital
S/4HANA, BW, BTP, Integration Suite, CX and SuccessFactors specialists next to Snowflake, Databricks, Informatica, GenAI and agent engineers.
AI-vetted screening, offshore, onsite and nearshore, with SAP-certified consultants, architects and data engineers.
CMMI Level 3 and ISO 9001:2015, with an eight-stage method from Discover to Optimise.
Global and regional SAP templates rolled out across 21 countries for one manufacturer and 9 for another.
Great Place to Work® Certified 2025–26 and one of India’s Best Workplaces for Women 2024.
You bring
Platform depth, AI IP and enterprise clientsWe bring
SAP specialists in the same team as data and AI engineersTogether
SAP data keeps its business meaning all the way into the lakehouse and AIKey use cases · joint solutions
Move SAP BW and HANA analytics to Snowflake or Databricks with SAP business meaning kept, so the data is ready for AI.
Specialist agents simulate the P&L of a promotion or price move; people approve before anything is written back.
A Forward Deployed Engineer sits with your client; a 3–9 person pod in Bengaluru runs on a shared capacity view.
Offerings · three factories
Nine offerings in three factories. Start with one; each one ends in something live, not a slide.
Skills inventory
S/4HANA FI/CO, SD, MM · BW/4HANA · BTP · CX and Commerce · SuccessFactors · EWM
Niche Datasphere, FSCM, Commerce global templates
Santosh · Krishna · YuvrajSnowflake · Databricks · Informatica · CDC and streaming · data products
Niche SAP-to-lakehouse with SAP semantics kept
Data & AI practiceML and forecasting · GenAI and RAG · Snowflake Cortex · Databricks Mosaic AI
Niche Cortex Analyst and Agents, maker–checker agents
Data & AI practiceSAP GRC · roles and access · SoD · data and AI guardrails
Niche SAP GRC, SoD and role design
BalajiAWS · Azure · Google Cloud · SAP AMS · application support
Niche Run SAP and data platforms to SLAs
Puneeth · SantoshPods by customer need
SAP data consultant, 2–3 Snowflake engineers, analytics engineer, data scientist, Cortex engineer
Ask for this pod →SAP extraction (Datasphere / BW), Databricks engineers, ML engineer, DataOps
Ask for this pod →FSCM / banking consultant, data engineers, BI developer
Ask for this pod →GRC consultant, access and SoD design, AI guardrails
Ask for this pod →CX / Commerce consultant, BTP integration, data engineers
Ask for this pod →Skills: S/4HANA, BW, Datasphere, BTP · Snowpark, Cortex · Delta Lake, Unity Catalog, MLflow · GenAI, RAG, agents. Pod sizes are typical.
How to start
Data & AI firms
Send us your three hardest open rolesWe propose a pod with names, skills and a start date.
Send the rolesEnterprises
Take a one-hour SAP and data landscape workshopWe map your SAP and data estate and name the first use case worth doing.
Book the workshopEither way
Agree a 90-day pod or pilot with a scorecard you sign offSeven ways to engage
Consulting & implementationFixed-price projectsTime and materialResource augmentationManaged servicesApplication supportTech-enabled business servicesRead and download
Sales deck · PDF · 22 slides · 1.2 MB
Why PGC Digital for Data & AI firms, with the global F&B control-tower case studyWho we are, three plays, the full case, our Centres of Excellence and the right pod for each need.
Talk to a Data & AI lead
Or the roles you cannot fill. We reply by email with a first view, and agree a 90-day pod or pilot with a scorecard you sign off.
What happens next
Prefer to talk? Vinod Kumar Beli, Chairman and Managing Director · USA +1 (732) 784-4063 · UK +44 07861 958510 · India +91 81054 78242 · USA Vinod.b@us.pgcdigital.ai · India Vinod.b@in.pgcdigital.ai
Data & AI readiness
Good AI starts with boring, clean data. Send me one data problem and I will show you how we would fix it.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Manufacturing data, AI and automation
Four stages, each with sample data, the SAP and non-SAP data it moves, the team, the days and an indicative budget.
Insights and case studies for this service
Dealer-to-cash commerce · Multi-country rollout · Part master and warranty recovery · Predictive quality · Warranty claims agent
Secondary-sales visibility · Trade promotion analytics and optimisation · Agentic RGM orchestrator · Trade-to-Cash
SAP data for the S/4HANA move · Plant data integration · Predictive maintenance lakehouse · Maintenance agent
Stock and order sync · Customer 360 · Demand forecast per SKU · Product assistant · Autonomous merchandising
Core-banking data modernization · Risk-finance warehouse · Real-time fraud and credit scoring · Policy assistant with audit trail
EHR, lab and ERP integration · SAP quality and batch data · Deviation models · Validated SOP assistant
TMS, WMS and ERP integration · Supply-chain analytics · Live ETA prediction · Exception agent
OSS / BSS data modernization · Revenue assurance · Subscriber 360 and churn · Network service agent
SAP IS-U and asset data · IoT and asset integration · Grid failure prediction · Dispatch agent
Pods are indicative and scale with scope. Also aerospace and defence and the public sector, across B2B, B2C, B2B2C, B2G and D2C models.
Where
Proof and reading
Industry practices
Every industry has its own first question. Tell me yours and I will bring the playbook and the team for it.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
An assessment, a single pod or one specialist. The contract and governance stay the same as you grow.
Home · Services · Enterprise Operations & GCC
05 · Operations · ITeS, managed services and GCC
Finance, procurement, HR, supply chain and enterprise services run by one accountable partner, on governed SAP data, with AI agents for the routine work. Delivered as managed services, outcome-based contracts or your own capability centre.
Start here · three clicks
Nine service lines run on SAP, with AI agents for the routine work. Click a service and a model; the enquiry form below fills itself in.
1Choose a service line
2Choose how you want to work
3Tell us the scale and send
Lead capture · talk to our operations lead
Pick the service, the model and the scale. Your enquiry goes straight to Bhavani, who leads our ITeS and business operations, with a qualification summary attached.
What happens next
The strength meter shows how complete your enquiry is. It helps us reply with the right scope; it is not a decision about you.
Promoter directors
Write to us directly. USA enquiries go to the US desk, India and all other regions to the India desk.
Sources: Grand View Research, finance & accounting BPO market ↗ · Grand View Research, procurement as a service market ↗ · Nasscom & Zinnov, India GCC Landscape 2026 ↗. Market figures use different definitions and are not additive.
Guided navigation · who are you?
Pick your seat. See what we would run for you, the numbers we would be measured on, and the one step to take.
CFO or Finance Controller
“Our close takes too long and every invoice costs too much to process.”
What we would run
Measured on Cost per invoice · DSO · close days
CPO or Procurement Head
“Requisitions crawl, supplier data is messy and Ariba needs constant care.”
What we would run
Measured on First-pass match · PO cycle time · spend compliance
CHRO or HR Operations Head
“We run HR across countries, and every onboarding is a manual project.”
What we would run
Measured on Time to onboard · payroll accuracy · ticket resolution
COO or Supply Chain Head
“We see exceptions too late and fix them by email.”
What we would run
Measured on On-time delivery · exception time · freight cost per case
CIO or Shared Services Head
“We have five vendors for SAP support, service desk and MIS, and nobody owns the outcome.”
What we would run
Measured on SLA attainment · MTTR · backlog age
Read next
CMO or Brand & Localisation Head
“We launch in six languages and every market waits weeks for design and translation.”
What we would run
Measured on Turnaround · first-time-right · cost per word
Head of GCC or Country MD
“We want our own capability centre in India, but not to build every piece ourselves.”
What we would run
Measured on Time to first team · attrition · transfer readiness
Nine service lines, four groups
Each line can be bought on its own. Most clients start with one and extend, because the contract and governance stay the same.
P2P, O2C, R2R, AP/AR, reconciliations, close management, reporting and finance transformation.
Why it matters Faster close, better cash conversion, stronger controls, lower cost per transaction.
PO processing, supplier onboarding, vendor master data, sourcing support, invoice exceptions and SAP Ariba operations.
Why it matters Savings visibility, supplier resilience, spend compliance and touchless purchasing.
HR administration, payroll coordination, employee lifecycle, onboarding, HR data and SAP SuccessFactors support.
Why it matters Global workforces, HR platform modernisation and employee self-service.
Order management, shipment coordination, freight exceptions, logistics visibility, inventory support and control towers.
Why it matters Disruption, margin pressure and demand swings make real-time operational intelligence pay.
PMO, compliance operations, service desk, MIS reporting, master data and cross-functional shared services.
Why it matters Consolidate fragmented operations, standardise and automate repeatable work.
Incident resolution, service requests, functional and technical support, monitoring and SLA-led delivery.
Why it matters One accountable partner for SAP and the processes running on it.
UX and UI design, presentation and document design, brand and marketing creative, e-learning and technical illustration, delivered by a dedicated studio team.
Why it matters Brands need a steady flow of on-brand material across markets without growing an in-house studio.
Document, website and software translation, multilingual content, AI-assisted translation with human review, and multilingual AI data and evaluation.
Why it matters Global companies sell, support and comply in many languages, and AI models need multilingual data.
Location strategy, business case, entity setup coordination, talent, operating model, launch, stabilisation and handover.
Why it matters Strategic capability in India and other hubs, faster and with less risk.
ITeS staffing and managed resources
Seven skill groups, staffed and managed by one team. Start with one specialist, grow to a managed team, or build it into your own capability centre.
Team 01 · ITeS · on PGC Digital payroll
Invoices pile up and the month-end close slips.
Same day or next business dayTime & Material · Work PackagePuneeth Kumar, Head of ITeS · Bhavani, General Manager
Team 02 · ITeS · on PGC Digital payroll
POs, assets and proof-of-delivery need trained hands every day.
Same day or next business dayTime & Material · Work PackagePuneeth Kumar, Head of ITeS · Bhavani, General Manager
Team 03 · ITeS · on PGC Digital payroll
Hiring, onboarding and HR admin take your managers’ time.
Same day or next business dayTime & Material · Work PackagePuneeth Kumar, Head of ITeS · Bhavani, General Manager
Team 04 · ITeS · on PGC Digital payroll
Audits and process checks need trained executives, not stretched teams.
Same day or next business dayTime & Material · Work PackagePuneeth Kumar, Head of ITeS · Bhavani, General Manager
Team 05 · ITeS · on PGC Digital payroll
Project leads spend their week on trackers and reports.
Same day or next business dayTime & Material · Work PackagePuneeth Kumar, Head of ITeS · Bhavani, General Manager
Team 06 · ITeS · on PGC Digital payroll
Campaigns, decks and training wait on design.
Same day or next business dayTime & Material · Work PackagePuneeth Kumar, Head of ITeS · Bhavani, General Manager
Team 07 · ITeS · on PGC Digital payroll
Manuals and content lag behind releases.
Same day or next business dayTime & Material · Work PackagePuneeth Kumar, Head of ITeS · Bhavani, General Manager
Resources working today in Bangalore, Coimbatore, Hyderabad and Pune.
Commercial packaging
Eight offers you can buy as a service, each measured on business results such as cost per invoice, first-pass match rate, days sales outstanding, close-cycle duration and exception resolution.
Where we start first
SAP application support with AP/AR, Ariba, reconciliation, master data and workflow automation, for SAP customers who want one accountable operations partner.
Operating model, recruitment, SAP, data and AI capability setup, transition and managed operations, with specialist advisors for entity, tax and real estate.
Order management, logistics exceptions, supply chain reporting and control-tower integration on SAP and connected data.
How it fits together
How we got here, and what comes next
Customers want more than inexpensive labour: providers that redesign processes, integrate systems, automate routine work and own service-level outcomes.
Data entry, transaction processing, bookkeeping, call centres and basic IT support move to lower-cost locations.
Finance, HR, procurement and IT are standardised through offshore outsourcing and shared-service centres.
SAP, Ariba and cloud platforms enable end-to-end process delivery and workflow automation.
Resilient delivery, real-time reporting, data governance and specialised capability centres.
AI-assisted execution, agentic workflows, exception resolution and accountable business outcomes.
Six shifts below.
Agents retrieve, match, post and chase within approved rules; people decide what needs judgement.
Cost per invoice, first-pass match rate, DSO and close days replace headcount as the unit of value.
Agents can only act safely on dependable master data and integrated workflows.
Captive GCCs and partner-run teams in one operating model, with AI CoEs inside.
Audit trails, segregation of duties and AI execution monitoring become part of the service.
A live portal for volumes, SLAs, backlog, exceptions and improvement, not a monthly slide.
The 2027–2030 view is PGC Digital’s perspective, not a forecast from a cited source.
What we bring to the table
SAP application support and P2P, O2C, R2R, procurement and master data under one catalogue, one governance and shared KPIs.
Automation and governed AI agents for the routine steps, without a large consulting programme first.
Tickets, volumes, SLA attainment, backlog, exceptions and improvements visible to you, not buried in a resource report.
Workforce, delivery governance, SAP and data capability, operational setup, stabilisation and transfer, as one modular offer.
From one specialist to a managed team to your own centre, with the same contract and governance.
Read · Sappy explains
Business services & GCC
Want a capability centre without the start-up risk? Let’s talk about build, operate and transfer on your timeline.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Insights and case studies for this service
Offerings
One example
A request goes through a ten-stage method in our ATS: of every 100 applicants, about 7 reach a client and about 4 are selected.
How it runs
Available in every country we serve, governed by the local team and delivered from India and Vietnam.
Where
Proof and reading
Food & beverage · global
Case study →DeliveredUS technology companies
Case study →Delivered with a partnerTravel & payments
Case study →Insight · Sappy explainsAI capabilities & talent
Need scarce SAP or AI people this quarter? Tell me the roles and the country; we come back with vetted profiles.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
An assessment, a single pod or one specialist. The contract and governance stay the same as you grow.
Home · Services · SAP Security & GRC
SAP Security & GRC · Access Control
We implement SAP GRC Access Control inside your S/4HANA landscape, so every access request is risk-checked and approved, risky combinations are visible and owned, and every privileged action is logged and reviewed.
Sappy explains · in plain English
It answers three questions auditors ask every year. Who can do what in SAP? Did anyone hold access that lets one person both create and pay a supplier? When someone used powerful admin access, what did they change, and did anyone check?
Without GRC, the answers live in emails, spreadsheets and shared passwords. With it, the system checks the risk before access is granted, routes the decision to the business owner, and keeps the evidence for you.
From pain to outcome
Each one maps to a standard SAP GRC capability and to a measure you can hold us to.
Why now
In India, three rules make access governance a statutory matter, with named officers liable. Globally, weak internal controls remain where most losses start.
| Regulation | What it demands | How GRC helps |
|---|---|---|
| Companies Act audit trail Rule 3(1), mandatory from 1 April 2023; auditors report under Rule 11(g) | An edit log on every change to the books, never disabled, kept for eight years | Firefighter access logs every privileged action; access requests record every change |
| Internal financial controls Sections 134(5)(e) and 143(3)(i) | Directors affirm controls are adequate and working; auditors give an opinion | A segregation-of-duties and critical-access baseline, each risk with a named owner |
| DPDP Act and Rules Rules notified 13 November 2025; full force within 18 months | Reasonable security safeguards, including access control, over personal data | Least-privilege requests, dormant-ID clean-up and reviewed firefighter use |
Summary for orientation, not legal advice. Confirm how each rule applies to your company with your statutory auditor.
What we implement
People request access through a short form. It routes to the owner of that access, a risk check runs before anyone approves, and approved access is provisioned automatically.
Replaces Email requests and manual user admin
Finds users holding combinations of access that should not sit with one person, and produces a dated, owned report of those conflicts.
Replaces Nothing: this visibility does not exist today
Privileged work is done by checking out a temporary firefighter ID for a set window. Every action is logged and a named controller reviews the log.
Replaces Shared administrator passwords
Business Role Management holds role ownership. Process Control and Risk Management can follow as a later phase.
After go-live
Emergency and privileged work
Through a business user’s eyes
The plan
Five stages, each closing on a signed deliverable. Phase 1 goes live first so that the clean-up in Phase 2 is based on real risk data rather than guesses.
Prepare · W1–3 Workshops, blueprint, ruleset scope, ownership matrix. Deliverable: Design document signed
Realise · W2–5 Configuration in Development with a weekly playback. Deliverable: Configuration document
Verify · W6–8 Unit test, transport to Quality, user acceptance testing. Deliverable: UAT sign-off
Deploy · W8 Production cutover and the first baseline risk report. Deliverable: Baseline SoD report
Stabilise · W9 Hypercare and knowledge transfer. Deliverable: Handover and closure report
Phase 1 · now
Phase 2 · next
About 22 weeks end to end with Phase 2, scoped and contracted separately.
Typical plan for an embedded deployment. Go-live depends on SAP add-on availability on every tier, and on your team naming a coordinator, owners and testers on time.
Our GRC Centre of Excellence
Start with a readiness check or a Phase 1 implementation, then keep the controls running with managed services.
Accelerators we bring on day one.
Plan for the next platform
A standard ruleset and standard workflow mean no custom code to carry forward, and clean ownership data moves to any successor: GRC for SAP HANA, Access Control embedded in S/4HANA, or SAP Cloud Identity Access Governance.
Dates from SAP and SAPinsider publications. Confirm them in SAP’s Product Availability Matrix.
Free first step
Tell us your SAP release, roughly how many users you have, and your last audit findings. We reply with the gaps we see, a Phase 1 scope and a plan.
SAP Security & GRC
If your auditor still asks for access evidence by email, call me. I will show you how we make it a report you run on demand.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Home · Services · ECC → S/4HANA
ECC → S/4HANA · from RFQ to ROI
How PGC Digital takes an SAP ECC estate to S/4HANA: we decide what data, risk and custom code you carry for the next 20 years before anyone prices a migration, then deliver it as a controlled lifecycle with the business, finance and audit signed in.
Why move, and why now
Carry only the data and code that earn their keep.
One Universal Journal and governed master data speed up the close.
Compliance engineered in, and a clean core that BTP and AI can build on.
Benefit ranges come from PGC Digital’s ECC → S/4HANA business-case model for a large manufacturer; your discovery replaces them with your own baseline. The maintenance date is published by SAP.
Part 1 · when the RFQ arrives
What the request usually says
“We want to move from ECC to S/4HANA. Please share commercials.”
What we hear
Our rule: we never answer an ECC → S/4HANA request with a pure migration quote.
Pick the road
We recommend a path only after discovery. Each has a place; none is right for everyone.
Convert the existing ECC system, keeping data, configuration and custom code.
Best whenProcesses are sound and history matters.
Choose which configuration, master data and history to carry; leave the rest behind.
Best whenYou want to split, merge or go live in phases.
Start clean on S/4HANA with standard processes and migrate only what you need.
Best whenProcesses need redesign and old customising holds you back.
Part 2 and 3 · how we win trust before pricing
Before cost, we ask what data, risk and governance you will carry forward for 20 years.
You getAn executive framing, not a solution deck
Smart discovery that answers four questions about your data.
You getA data and governance baseline the board understands
A strategy-grade proposal, not just effort estimates.
You getA board-ready, audit-safe plan
Seven phases, each closing on a signed deliverable.
You getA predictable go-live and an exit without dependency
What discovery typically finds
Illustrative findings for a large multi-region manufacturer. Your discovery measures your own estate.
Step by step · what we actually do
Tap a phase to see its intent, our role and the work inside it.
Phase 1 of 7
Phase 2 of 7
Phase 3 of 7
Phase 4 of 7
Phase 5 of 7
Phase 6 of 7
Phase 7 of 7
“We price risk out of the programme before go-live.”
Visual guide · the holistic view
Pick a picture. Each shows one part of an ECC → S/4HANA programme, in the order you will meet it.
The technical route for a brownfield conversion, in two phases.
Prepare
Realise
Think of it as renovating a house while you still live in it. First we survey every room and decide what must change; then one well-rehearsed weekend swaps the wiring.
What it means for your business
You keep your history and processes, and downtime is planned to the hour.
What PGC Digital does
What SAP’s own check tells you before any work starts.
Counts appear when the check runs on your system; items shown are common examples.
Before any work starts, SAP checks your system and lists every change that affects you, and whether your data is ready.
What it means for your business
A fact-based scope and cost, instead of guesses, before you sign anything.
What PGC Digital does
Who does what, from the request to a converted system.
Team gathering
A conversion is a relay race: the right teams gather, the checks run, issues are fixed, then the system converts and is proven, step by step.
What it means for your business
Every business area has a seat at the table, so nothing breaks quietly.
What PGC Digital does
Four ways to S/4HANA, from reusing everything to redesigning everything.
There is no single right road. The more you reuse, the faster you move; the more you redesign, the more you can simplify.
What it means for your business
You choose speed or simplification with your eyes open, per business area.
What PGC Digital does
Pick what moves by company code or controlling area, then move only that.
Like moving house and only packing what you still use. You pick the companies, plants and years that come along; the rest stays archived.
What it means for your business
Smaller, cleaner S/4HANA, phased go-lives and room to merge or split businesses.
What PGC Digital does
Client, controlling area, company code, valuation area and plant: choose the scope level by level.
Source system · client 100 · tap an area to put it in scope
In scope: 1 controlling area · 2 company codes · 3 plants
Each level, phase by phase
Swipe the grid to see all five phases →
Scoping view · select company codes
Illustrative structure. A company code with no activity since 2019 is a candidate to archive, not migrate.
Your SAP system is like a family tree: one client, then controlling areas, company codes, valuation areas and plants. Pick the branches that move, and only those come along.
What it means for your business
Move one region or business at a time, leave dormant entities behind, and go live in waves without disturbing the rest.
What PGC Digital does
How data actually moves, with orchestration, workflow and reporting around every step.
Project orchestration · accelerators · data cleansing · knowledge capture
Workflow · reporting · audit trail
Data does not just move; it is checked, cleaned, reshaped, rehearsed and proven. Eight steps, each with an owner.
What it means for your business
Go-live without surprises: the numbers in S/4HANA match the numbers you trust today.
What PGC Digital does
SAP’s own tool for loading master and open data into S/4HANA.
Migration programs are generated automatically, with no programming.
SAP gives you a built-in loading tool. Pick what to move, map it, test it, load it. No custom programs to write.
What it means for your business
Lower build effort and a standard, supportable way to load data.
What PGC Digital does
SAP Landscape Transformation keeps a target in sync while the source keeps running.
A live mirror: every change in ECC is copied to the target within moments, while the business keeps working.
What it means for your business
Near-zero downtime cutovers and real-time reporting during the move.
What PGC Digital does
Bring SAP and non-SAP finance into one journal before, or instead of, a full conversion.
Bring every ledger, SAP or not, into one finance view first. Finance gets the S/4HANA benefits before the whole estate moves.
What it means for your business
One version of financial truth across entities, and a faster close, early.
What PGC Digital does
The six phases every S/4HANA programme follows, with continuous innovation after go-live.
SAP’s standard route map: six phases from first conversation to running and improving.
What it means for your business
Everyone, inside and outside your company, works to the same plan and milestones.
What PGC Digital does
Collect real order-to-cash and procure-to-pay data from ECC to find what to fix first.
Uses SAP Signavio process insights; findings shape scope and the business case.
Before moving, look at how orders, deliveries and invoices actually flow today, not how the slides say they flow.
What it means for your business
You fix the costly bottlenecks first and prove the value with real data.
What PGC Digital does
When the move coincides with selling or buying a business.
Selling or buying a business while you move? Systems must be separated or joined on exact dates, under a service agreement in between.
What it means for your business
Day One continuity for the business being sold or bought, and a clean Day Two.
What PGC Digital does
Six moves that take a database migration from business case to a fixed-price plan.
Moving the database is a project on its own. Run it like a factory: prove the business case, size it, prove it works, then fix the price.
What it means for your business
A database move with a known cost, a known downtime window and no surprises.
What PGC Digital does
Who owns data decisions, from the board to each business unit.
Data needs owners, not just tools. A small structure from the board down keeps data decisions fast and accountable.
What it means for your business
Data quality that lasts after the project team leaves.
What PGC Digital does
The team that keeps S/4HANA healthy after go-live.
Platform
Release managerSecurity analystInfrastructure analystBasis analystQuality
Test coordinatorApplications
Functional analyst · financeFunctional analyst · supply chainBasis analystRelease managerBusiness units (dotted line)
Business analyst / SMEBusiness analyst / SMEBusiness analyst / SMECoE: Centre of Excellence · SME: subject-matter expert. Roles scale with your estate; one person can hold several.
After go-live, a small Centre of Excellence keeps S/4HANA healthy, secure and improving, with business analysts in every unit.
What it means for your business
Clear owners for releases, security, testing and change, and lower long-term support cost.
What PGC Digital does
Who handles what once you are live.
After go-live, every question has a clear home, from your key users up to SAP itself.
What it means for your business
Faster answers for users and predictable support cost.
What PGC Digital does
What each group needs to learn, and how.
Platform & methodology
Programme essentialsData migration essentialsClean core essentialsBusiness user tutorials
Fiori and new processesData owner dutiesProduct & methodology
Tool foundationsMigration foundationsDeveloper certification 🎓Different people need different lessons. Leaders need the why, users need the how, builders need the tools.
What it means for your business
People adopt the new system faster, and fewer tickets reach the help desk.
What PGC Digital does
Diagrams redrawn by PGC Digital from standard SAP concepts. SAP product names belong to SAP SE.
Tools · free, open source or paid
Tools do not replace the method; they remove the manual, repeatable work. We stay tool-neutral and pick per programme.
Decision anchor · 30 seconds
Answer five questions. Sappy shows the tool set we would start from, and why.
Your starting tool set
A starting point, not a quote. Discovery confirms it on your own system.
Validate my tool set →Use the quick decision guide below to find your starting tool set.
Think of tools as power tools for a renovation. A small room you can do by hand. A whole building, with inspectors watching, you cannot. The bigger and riskier the move, the more the tools pay for themselves.
Moving master, open and historical data, and proving it matches.
Effort index, manual = 100
Which one whenMany sources, history to keep, or regulators watching: a paid platform pays back. One clean source with master data and open items only: the SAP cockpit is enough.
Finding, fixing and retiring your own ABAP so it runs on S/4HANA.
Effort index, manual = 100
Which one whenThousands of custom objects or a fixed deadline: automated transformation. A few hundred objects: SAP’s own checks and quick fixes.
Proving every business process still works, through every mock conversion and every release after go-live.
Effort index, manual = 100
Which one whenMany mock conversions, many integrations, or quarterly SAP releases after go-live: Tosca. A one-off test of a small scope: manual or open source.
Quick decision guide
Effort indices are PGC Digital planning assumptions for a large, multi-region ECC estate, not vendor claims; your discovery sets the real numbers. Published vendor research: a Forrester Total Economic Impact study commissioned by SAP and Tricentis reported a 334% three-year ROI and 67% faster application releases for SAP testing with Tricentis (Tricentis blog, January 2022). Product names belong to their owners; PGC Digital is tool-neutral and not a reseller. Source ↗
What PGC Digital offers
Part 4 · how we work
Compliance is engineered, not a slide
Through
Part 5 · what the board cares about
Illustrative business case
USD 2M programme → USD 6–7M value
over 24–36 months, roughly 200% return, built from the levers aboveIllustrative model, not a guarantee. We build your case from your own volumes, AMS costs and close calendar during discovery.
Part 6 · why clients choose us
Not because
Because
“PGC Digital does not sell migrations. We deliver governed ERP transformations, where data, compliance and return are controlled end to end.”
First step
Tell us your regions, your ECC release and your target date. We reply with a framing of your data, risk and path options.
Your next step
You have seen how we work. Tell us where you are; we come back with a path, a tool set and a plan for your estate.
What happens after you send it
No sales sequence: one named architect stays with you from the first call.
ECC → S/4HANA
Before you ask anyone for a migration price, call me. We will look at what data, risk and custom code you are about to carry for twenty years.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
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Home · Insights & Resources · S/4HANA jargon
Sappy explains · glossary
24 terms you will hear in every ECC → S/4HANA meeting, each in plain English with why it matters to the business. Search, filter, and keep it open in your next steering call.
Turning your existing ECC system into S/4HANA, keeping data, configuration and custom code.
Why it mattersFastest way to keep history; carries old customising with it.
Source ↗Building a fresh S/4HANA system on standard processes and moving only the data you need.
Why it mattersCleanest start; more process change for users.
Source ↗An alternative to both: you choose which configuration, master data and history to carry over.
Why it mattersLets you split or merge systems and go live in phases.
Source ↗An SAP tool that shows which parts of your ECC system need adjusting before they can run on S/4HANA.
Why it mattersThe first fact base for scope, cost and path.
Source ↗SAP’s list of functional and technical changes between ECC and S/4HANA. The check tells you which apply to you and whether your data could make the conversion fail.
Why it mattersTurns “what changes for us?” into a concrete list.
Source ↗Reviewing your own ABAP developments to see which still work on S/4HANA, which need fixing and which can be retired.
Why it mattersRetiring unused code cuts testing and support cost.
Source ↗Measuring and reducing how much data you carry, by archiving or leaving history behind.
Why it mattersLess data means shorter downtime and lower running cost.
Source ↗Estimating how big the S/4HANA system must be, from your volumes and usage.
Why it mattersAvoids paying for too much, or too little, infrastructure.
Source ↗An SAP tool that calculates the technical upgrade path for your system.
Why it mattersConfirms the route before the technical team starts.
Source ↗The SAP Basis tool that runs the database migration, software update and data conversion.
Why it mattersThe engine of a system conversion.
Source ↗An option in SUM that combines moving to SAP HANA, updating the software and converting the data in one step.
Why it mattersOne run instead of several, usually less downtime.
Source ↗A temporary copy SUM builds on the target database while your live system keeps running.
Why it mattersExplains why much of the work happens before downtime.
Source ↗Converting a test copy first so problems are found and fixed before production.
Why it mattersEvery serious programme does at least one.
Source ↗Copying changes made in the live maintenance landscape into the project landscape so both stay in step.
Why it mattersStops last-minute fixes from being lost at go-live.
Source ↗In S/4HANA, customers and vendors become Business Partners. Customer-Vendor Integration (CVI) is how existing records are converted.
Why it mattersMandatory, and often the biggest data clean-up job.
Source ↗S/4HANA finance keeps general ledger, controlling and asset postings in one journal table instead of several.
Why it mattersOne source of truth for finance; changes reports and reconciliation.
SAP’s role-based web and mobile user experience; the Readiness Check recommends apps from your transaction usage.
Why it mattersDefines what users will actually see after go-live.
Source ↗Workshops that compare your processes with standard S/4HANA and agree where you adopt the standard.
Why it mattersThe main lever for a clean core.
Full rehearsals of the conversion, then the scripted weekend when the live system moves.
Why it mattersRehearsals make the real downtime predictable.
The weeks after go-live when the project team supports users intensively before handing over to run.
Why it mattersWhere adoption is won or lost.
Source ↗Keeping S/4HANA close to standard and building extensions side by side on SAP BTP.
Why it mattersKeeps upgrades cheap and AI-ready.
Read more →SAP’s built-in tool to load data into S/4HANA through standard migration objects, with no programming.
Why it mattersOften enough on its own for smaller, clean estates.
SAP’s code-checking tool that finds custom code that will not work on S/4HANA.
Why it mattersTells you how big the code clean-up really is.
SAP’s subscription offer that bundles S/4HANA Cloud, infrastructure and tools in one contract.
Why it mattersChanges how you buy and run S/4HANA.
Source ↗No term matches. Ask us →
Terms make sense in order: pick a path, run the checks, use the tools, convert the data model, then deliver. See it as one journey on our ECC → S/4HANA page.
How PGC Digital delivers ECC → S/4HANA →
Sources
Plain-English explanations by PGC Digital, checked against the sources above.
Home · Discover · Customer success stories
Customer success stories
Stories from commerce, customer data, digital experience and process programmes, told in plain English: what was broken, what we did, and what changed.
Featured story
Global HVAC manufacturer · Global
SAP Commerce Cloud
I want a result like this →All stories
Global tyre maker · Europe and Asia
SAP Commerce Cloud
I want a result like this →Agricultural machinery maker · India
Adobe Commerce · Oracle ERP
I want a result like this →Indian fashion house · India
Adobe Commerce · PWA
I want a result like this →Outdoor gear retailer · India
Adobe Commerce · POS
I want a result like this →Global footwear brand · India
Adobe Commerce · headless PWA
I want a result like this →Fine jewellery brand · USA and Canada
Adobe Commerce
I want a result like this →Education publisher · Australia
Adobe Commerce · B2B · B2G
I want a result like this →Global media company · Global
Adobe Experience Manager Assets
I want a result like this →Automotive brand · India
Adobe Experience Manager
I want a result like this →Middle East megaproject · Middle East
Adobe Experience Manager Sites
I want a result like this →Financial services company · USA
Adobe Real-Time CDP · Journey Optimizer
I want a result like this →US university · USA
Adobe Real-Time CDP
I want a result like this →FMCG conglomerate · India
Adobe Experience Platform
I want a result like this →Oil and gas major · Nigeria
SAP Signavio
I want a result like this →Global diamond retailer · UK
SAP Signavio
I want a result like this →Global manufacturer · UK
SAP Signavio · Order to Cash
I want a result like this →Client names are withheld; we share references on request. Some programmes were delivered together with implementation partners. Results are as reported for each programme.
Your story next
One paragraph is enough. We reply with how we would fix it, a similar story and a first step.
Home · CX & Commerce
CX & Commerce capabilities
We design, build and run the platforms your customers touch: stores, portals, apps and service, connected to your SAP core so orders, stock and prices are always right.
In plain English
Most CX problems sit in the hand-offs between these moments. We connect them, so the customer never feels the seams.
Platforms
We start from your business and your SAP estate, then pick the platform. Not the other way round.
Commerce Cloud · Sales Cloud · Service Cloud · Emarsys / Engagement Cloud · CPQ
Best when SAP runs your business: the store and CRM share one data model with S/4HANA.
See more →commercetools · headless · MACH · API-first · microservices
Best when you want to swap parts without replatforming everything.
Talk to us →Adobe Commerce · Experience Manager · Analytics · Salesforce Commerce
Best for content-rich brands and fast-moving retail.
See more →Shopify Plus · B2B · D2C · multi-store · subscriptions
Best for brands that want to launch fast and grow without heavy IT.
Talk to us →Real-time CDP · journey orchestration · AI personalisation · GenAI support
Best when you know your customers exist in five systems but not as one person.
See more →Commerce models
One platform can serve all four from shared catalogue, pricing and order services, so you do not build four.
Migrations
SAP’s cloud-native CRM. Most effort sits in data, integration and custom code, so we assess first and rebuild extensions on SAP BTP.
Puts the store on the same platform as your SAP ERP, with deep B2B. We protect search rankings with URL mapping.
Contacts, consent and journeys move intact; journeys are redesigned and tested, not copied.
Accelerators
Osprey
Unity Bridge
Process intelligence · SAP Signavio
See process stories: ~40% faster close, 43% fewer order rejections →
Grow and run
Customer success stories
Indian fashion house · India
Adobe Commerce · PWA
I want a result like this →Outdoor gear retailer · India
Adobe Commerce · POS
I want a result like this →Oil and gas major · Nigeria
SAP Signavio
I want a result like this →Next step
Share your store, CRM or service set-up. We reply with the three hand-offs costing you most and how to fix them.
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Home · Investors
Investor Relations · PradeepIT Global Consulting Limited
Financial information and statutory disclosures for our shareholders, investors and stakeholders.
Disclosures
Documents will be published here as they are filed. Each section below shows its status.
Quarterly & annual performance
Financial & business performance
Regulatory and shareholder notices
Promoter & public shareholding
Board, committees, policies & oversight
Investor news and corporate updates
Governance and corporate policies
Statutory annual return disclosures
Investor support & grievance redressal
Registrar & Transfer Agent information
Company
PGC Digital is the SAP + Data + AI company. Since 2016 in Bengaluru, we connect SAP, supply chain, finance and customer data into one governed foundation, then turn it into decisions and AI agents people trust, with the talent to run it.
Home · Discover · Insights & Resources
Insights & Resources · explained by Sappy
Explore expert perspectives, SAP and AI insights, customer success stories, webinars, podcasts, and practical guides to help enterprises modernize, make smarter decisions, and accelerate digital transformation with confidence.
Sappy can point you
What are you working on?Nothing matches yet. or ask us for it →
Home · Insights & Resources · Data sheet
Data sheet · Data matching · Data quality
The same part, vendor or product recorded five ways costs you stock, discounts and downtime. Here is how we find the matches and turn them into savings.
Sappy’s 30-second version
Written forCFOProcurement headPlant and maintenance headSAP programme lead
Duplicate and inconsistent operational data shows up as cost in six places. Pick the one that hurts most and start there.
A repeatable factory that business owners can follow and sign off. Machines do the heavy lifting; people make the calls that matter.
Want this as a one-pager for your team? The PDF has every section, the sources and our contact details.
A short, fixed-scope engagement that proves the value before anything bigger.
Clean once, or keep it clean? The difference decides whether the savings last.
Take it with you
Operational data matching: find the money hiding in duplicatesPDF · PGC Digital · original content with sourcesSources and further reading
Original PGC Digital content. Figures from third parties are attributed to their source; other examples are illustrative.
Related resources
Home · Insights & Resources · Data sheet
Data sheet · Master data governance · SAP S/4HANA
SAP Master Data Governance gives you one governed place to create and change master data. We help you get it live quickly, and keep it alive after go-live.
Sappy’s 30-second version
Written forMaster data leadIT headFinance controllerSupply chain head
If two or more of these sound familiar, MDG is worth a conversation.
Start with the domain that hurts most, then extend.
Want this as a one-pager for your team? The PDF has every section, the sources and our contact details.
Designed with the business, built on standard SAP, handed over with the skills to change it.
The point of MDG is trust in the data, not another IT tool.
Take it with you
SAP MDG, implemented so the business owns itPDF · PGC Digital · original content with sourcesSources and further reading
Original PGC Digital content. Figures from third parties are attributed to their source; other examples are illustrative.
Related resources
Home · Insights & Resources · eBook
eBook · Master data governance · Data quality
Five chapters for business and IT leaders: why master data matters, the challenges that stall programmes, and the practices that keep governance alive long after go-live.
Sappy’s 30-second version
Written forChief data officerIT headProcess ownersData stewards
Master data is the small set of records every transaction depends on. When it is wrong, everything downstream is wrong too.
We see the same patterns in most stalled programmes.
Want this as a one-pager for your team? The PDF has every section, the sources and our contact details.
Small, repeatable habits beat a big launch.
What the change feels like to the people who use it.
A simple path to show value early.
Take it with you
Blueprint for master data governance that lastsPDF · PGC Digital · original content with sourcesSources and further reading
Original PGC Digital content. Figures from third parties are attributed to their source; other examples are illustrative.
Related resources
Home · Hire talent
AI capabilities & talent
Specialists, teams, pods, FDEs, offshore centres and managed services, on the local model that fits: W-2, 1099 or C2C in the USA, IR35-aware in the UK, AÜG-aware in Germany, and through Deel wherever we have no entity.
Hiring advisor
Answer four questions. Sappy suggests the engagement model and the local rules to check.
The advisor needs JavaScript. The table below lists every country's models.
Country by country
| Country | Models we use | Contracting entity |
|---|---|---|
| USA | W-2 employee · 1099 independent contractor · C2C (corp-to-corp) · C2H (contract-to-hire) · Managed services / ODC | PradeepIT Global Consulting (America) Inc. |
| Canada | Employee (T4) · Independent contractor · Incorporated contractor · Contract-to-hire | PGC Digital Canada entity |
| UK | PAYE employee · Limited-company contractor · Umbrella company · Fixed-term contract | PGC Digital UK entity |
| Germany | Permanent employee (Festanstellung) · Freelancer (Freiberufler) · Contract for work (Werkvertrag) · Temporary agency work (AÜG) | PGC Digital GmbH (to be established January 2028) |
| UAE | Mainland employee · Free-zone employee · Fixed-term contract · Offshore pod | PGC Digital UAE entity |
| Singapore | Employment Pass · S Pass · Local employee · Contract for service | PradeepIT Global Consulting (SEA) Pte. Ltd. |
| India | Full-time employee · Fixed-term employee · Independent consultant · GCC on build-operate-transfer | PradeepIT Global Consulting Limited |
| Vietnam | Employee · Offshore pod / ODC · Work permit for foreign staff | Offshore delivery centre |
General information, not legal or tax advice. Each engagement is confirmed with local advisers.
Talent quality
A ten-stage method designed by architects, practice heads and industry experts, tracked in our ATS with a full audit trail.
Share of applicants reaching each stage, from the PGC Digital company profile.
Own IP · 10xTA
One explainable talent score: job match, organisational fit and hiring risk. Screening is about 40% faster.
Grades
| Grade | Experience | Title | Role in a pod |
|---|---|---|---|
| L1 | 0–3 yrs | Analyst / Associate | Builds under supervision |
| L2 | 3–6 yrs | Engineer / Consultant | Owns pipelines, models or dashboards |
| L3 | 6–9 yrs | Senior Engineer / Consultant | Leads a workstream |
| L4 | 9–13 yrs | Lead / Architect | Designs the solution and owns quality |
| L5 | 13+ yrs | Principal / Director | Practice and account leadership |
Specialist talent
Tell me the roles, the country and the start date. We confirm the compliant local model before anyone is offered.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
We come back with matched candidates, the local model we recommend and the start date we can commit to.
Talent acquisition with Claude
The connectors, the funnel, the KPIs and the full setup playbook our recruiters use for SAP, data, AI and ITeS roles across five countries.
Find
Engage
Screen
Track
Learn
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Home · Payroll & compliance
Global payroll and compliance partner
Deel is our global payroll and compliance partner. Where we have no entity, or a specialist lives in another country, Deel handles the local employment or contractor paperwork while PGC Digital stays accountable for the person and the work.
Who does what
PGC Digital owns
Deel handles
Deel is an independent company. Country coverage and the employment route are confirmed for each engagement.
Route by country
| Country | Status | Route |
|---|---|---|
| United States | Our entity | PGC Digital employs or contracts; Deel for cross-border people |
| Canada | Our entity | PGC Digital employs or contracts; Deel for cross-border people |
| Mexico | No PGC entity | Deel employer of record or contractor |
| Brazil | No PGC entity | Deel employer of record or contractor |
| United Kingdom | Our entity | PGC Digital employs or contracts; Deel for cross-border people |
| Germany | Entity planned | Deel or licensed partners until registered |
| France | No PGC entity | Deel employer of record or contractor |
| Netherlands | No PGC entity | Deel employer of record or contractor |
| Spain | No PGC entity | Deel employer of record or contractor |
| Italy | No PGC entity | Deel employer of record or contractor |
| Poland | No PGC entity | Deel employer of record or contractor |
| Sweden | No PGC entity | Deel employer of record or contractor |
| UAE | Our entity | PGC Digital employs or contracts; Deel for cross-border people |
| Saudi Arabia | No PGC entity | Deel employer of record or contractor |
| Qatar | No PGC entity | Deel employer of record or contractor |
| Singapore | Our entity | PGC Digital employs or contracts; Deel for cross-border people |
| Japan | No PGC entity | Deel employer of record or contractor |
| Australia | No PGC entity | Deel employer of record or contractor |
| Malaysia | No PGC entity | Deel employer of record or contractor |
| Indonesia | No PGC entity | Deel employer of record or contractor |
| Thailand | No PGC entity | Deel employer of record or contractor |
| Philippines | No PGC entity | Deel employer of record or contractor |
| New Zealand | No PGC entity | Deel employer of record or contractor |
| India | Our entity | PGC Digital employs or contracts; Deel for cross-border people |
| Vietnam | Delivery centre | Delivery entity, Deel where needed |
Tell us where and when. We confirm the route before anyone is offered a role.
Home · Engagement models
Commercial models across every capability line
From one specialist to an outcome-based managed service, on one master agreement.
Engagement ladder
1–10 people · contract, permanent or contract-to-hire
10–30 people · dedicated team or project pod
About 9 people · architect, data, AI, cloud, DevOps, QA
About 7 people · FDE, architect, data/AI, DevOps
25+ people in an offshore centre under PGC governance
Outcome or SLA based; PGC runs platforms, models and integrations
Commercial models
Included: compliant onboarding and contracts, multi-country payroll and tax, timesheets, replacement guarantee, a dedicated client partner and one consolidated invoice.
Two ways to buy
Engagement models
Start with an assessment, one pod or one specialist. The contract stays the same as you grow.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
We scope it, price it and agree the governance rhythm before anyone starts.
Home · About
PradeepIT Global Consulting Limited · PGC Digital
The SAP + Data + AI company. Founded in Bengaluru in 2016, we bring SAP, data and AI specialists into one team, from strategy to long-term run, for enterprises and for the data and AI firms we partner with.
Meet the people behind PGC Digital
Meet Vinod, our Chairman and Managing Director. Strategy, technology, SAP and global growth.
View LinkedIn profile ↗Group structure
SAP CX, HXM and ERP business development, life sciences, and T&M and managed services.
Germany · EuropeEuropean sales and customer governance from Frankfurt.
APJ · Middle East · UAERegional sales across Asia Pacific & Japan, the Middle East and the UAE, from the Singapore hub.
Headquarters
208, 2nd Floor, Brigade Gardens, 19 Church Street, Bengaluru 560001
USA
PGC Digital America · St. Petersburg, FL 33702
Promoter directors · board-governed
Every engagement has a director sponsor. Write to us directly: USA enquiries go to the US desk, India and all other regions to the India desk.
Home · Careers
Work with PGC Digital
We hire SAP, data, AI and operations professionals as employees, contractors and through Deel, depending on where you live.
Roles we hire for
How hiring works
Early-career candidates get a guided application journey through Lyra.
How you are engaged
Employee where we have an entity, contractor where that suits the work, and Deel where we have no entity. Your recruiter confirms the route before any offer.
Models by country →Home · Contact
Thirty minutes is enough to know if we fit
Tell us the country, the service and your timeline. We reply with the right team.
Shown for the country you pick. USA: Vinod.b@us.pgcdigital.ai · India and all other regions: Vinod.b@in.pgcdigital.ai
Vinod Kumar Beli · Chairman and Managing Director
+1 (732) 784-4063+44 07861 958510+91 81054 78242
Geeta Ari · Whole-time Director · Geeta.a@pgcdigital.ai
www.pgcdigital.ai
Next steps
Write to our promoter directors
Every engagement has a director sponsor. Write to us directly: USA enquiries go to the US desk, India and all other regions to the India desk.
Home · Insights
Insights · for business leaders
Field guides, playbooks and customer stories with sourced numbers. Pick a topic, read the one that matches your question, and go straight to the service behind it.
Start here
Browse
No match. Try a shorter word, or ask us directly.
SAP CX & Commerce · Sales, service, commerce and engagement on one customer record
Pricing & revenue · B2B, B2C and D2C pricing, rebates, price rules, AI pricing engines and SAP integration
Migration & upgrades · C4C V1 → V2, Marketing Cloud → Engagement Cloud, ECC → S/4HANA
AI & Joule · What SAP Business AI costs, where it pays, and how far it can run on its own
GTM with Claude skills · Hunting boards, research agents and downloadable Claude skills for SAP CX go-to-market
Talent acquisition & AI · How we hire globally with Claude, connectors, LinkedIn, Zoho and WhatsApp: funnel, KPIs and playbooks
Manufacturing data & AI · From data silos to an intelligent factory and an AI-powered, automated value chain
Data & AI · Governed SAP data on Snowflake and Databricks, master data and control towers
Operations & GCC · Finance, procurement, HR and supply chain operations, and capability centres
Case studies · Customer stories with the numbers and the architecture behind them
For SAP partners · How boutique SAP CX partners add capacity without adding risk
One short form. A named PGC Digital lead replies with a plan for your SAP, data or operations question.
Sappy explainsThink of Joule like a phone plan. Calls inside the network are included with your SAP cloud subscription. The smart extras, agents that do multi-step work, are paid with AI Units, a prepaid balance that expires after a year.
Joule Base costs nothing extra if you already subscribe to an SAP cloud solution that is integrated with Joule. Agents and advanced AI are Premium and consume AI Units.
With an active SAP cloud subscription that is integrated with Joule
Bought annually · unused units expire after 12 months
Watch out: when we checked, SAP’s pricing page still listed per-user Joule Premium packages that SAP’s own material describes as being retired.
Sources
Last checked 16 October 2026. SAP is changing Joule terms in phases, so confirm current pricing and eligibility with your SAP account team before you budget. Per-unit AI Unit prices are left out on purpose: they come from advisory firms, not SAP list prices, and they disagree. SAP, Joule and S/4HANA are trademarks of SAP SE.
Proof and reading
We help you measure usage, size AI Units and get the data ready before the meter starts.
Sappy explainsJoule lives in many SAP buildings, not only the ERP one. Your HR, procurement and travel teams can meet Joule today. For finance and supply chain on ERP, the door opens on the cloud side.
Joule runs across SAP’s cloud portfolio. On ERP it is cloud-first. On-premise customers can now get selected AI scenarios if they commit to moving to SAP Cloud ERP.
Joule runs here today. An HR team can use Joule agents with no S/4HANA at all. Depth varies by product and release.
✓ YesPublic Edition, or Private Edition within RISE with SAP from release 2021 FPS01 or later.
✓ YesSince Sapphire (May 2026): selected agents and assistants in hybrid landscapes, if you have committed to SAP Cloud ERP. Reports say at least 50% of maintenance spend must shift to cloud.
◐ With a cloud commitmentThe real question is not “do I need S/4HANA?” It is “am I ready to commit to the cloud path?”
Sources
Last checked 16 October 2026. SAP is changing Joule terms in phases, so confirm current pricing and eligibility with your SAP account team before you budget. Per-unit AI Unit prices are left out on purpose: they come from advisory firms, not SAP list prices, and they disagree. SAP, Joule and S/4HANA are trademarks of SAP SE.
Proof and reading
We help you measure usage, size AI Units and get the data ready before the meter starts.
Sappy explainsPicture an office. You speak to the receptionist. The receptionist sends you to a team lead who knows your job. The team lead hands the work to specialists, and specialists follow standard instructions to get each step done.
Joule is the assistant you talk to. Skills run one predefined task. Agents plan and carry out multi-step work, often using skills. Assistants coordinate agents for a specific role. All of it runs under governance you configure.
The worked example is illustrative, written by PGC Digital to explain the terms.
Sources
Last checked 16 October 2026. SAP is changing Joule terms in phases, so confirm current pricing and eligibility with your SAP account team before you budget. Per-unit AI Unit prices are left out on purpose: they come from advisory firms, not SAP list prices, and they disagree. SAP, Joule and S/4HANA are trademarks of SAP SE.
Proof and reading
We help you measure usage, size AI Units and get the data ready before the meter starts.
Sappy explainsWaiting is a choice, and it has a cost. The good news: one job pays off whichever road you take. Clean the data that every AI agent will depend on.
Mainstream ECC maintenance ends on 31 December 2027. Extended maintenance to 2030 is available for EHP 6–8 at a premium. For on-premise customers, AI access now depends on committing to SAP Cloud ERP.
RISE or GROW with SAP. This is also the route SAP now links to AI access for on-premise customers.
Time to 2030 if you are on EHP 6–8, at a premium.
SAP’s fallback after the deadlines, without legal changes or SLAs.
Some ECC customers use providers such as Rimini Street or Spinnaker. We mention it for completeness, not as a recommendation.
Sources
Last checked 16 October 2026. SAP is changing Joule terms in phases, so confirm current pricing and eligibility with your SAP account team before you budget. Per-unit AI Unit prices are left out on purpose: they come from advisory firms, not SAP list prices, and they disagree. SAP, Joule and S/4HANA are trademarks of SAP SE.
Proof and reading
Keep reading
We help you measure usage, size AI Units and get the data ready before the meter starts.
Field guide · SAP CX Clean Core governance
How to extend Sales Cloud V2 and Commerce Cloud on SAP BTP without quietly rebuilding the core you were trying to keep clean. A story in two acts, explained by Sappy.
Your route through the story
0 of 18 read
Configure, don’t customise. Extend, don’t entangle. The promise has a name now: Clean Core. It is easy to make in a steering committee and hard to keep eighteen months later, when a sales director wants a risk score on every account, a dealer wants instant credit approval, and the backlog has filled with a hundred small exceptions, each one reasonable on its own.
“Don’t ask: can we customise this? Ask: who owns this capability, the SAP application or BTP?”
Hold on to that one question. Act One builds it from the sales side, Act Two builds it again from the storefront side, and the finale shows it was always the same rule.
Picture a tenant on go-live morning: clean, standard, every screen as SAP shipped it. Now picture it eighteen months later, after every regional head asked for one more field. What keeps it upgradable is not willpower. It is a taxonomy.
Sales Cloud V2 is not the classic product in a new coat. SAP rebuilt it to be API-first and cloud-native, so extending it is the native way it grows. Before anyone talks about custom work, everyone needs the same map.
However the business phrases a request, it only ever wants to come in through one of three doors. Naming the doors turns a vague backlog into a sortable list.
The front end is the most visible and most tempting place to build, because everyone can approve it in a demo. That is exactly why it gets asked to do too much. Four patterns cover almost everything.
Sample screens and numbers for illustration.
The back end earns its keep by staying out of sight. Architects reach for it whenever a calculation or rule would otherwise change Sales Cloud V2’s standard behaviour, which is exactly what Clean Core exists to prevent.
Middleware makes two systems that were never designed to talk agree on the facts. It is the least glamorous door, and in a landscape with S/4HANA and Commerce Cloud, the one whose absence is noticed fastest.
| Feature | Sub-feature | Example |
|---|---|---|
| API integration | Customer sync | Sales Cloud → S/4 |
| API integration | Product and pricing | S/4 → Sales Cloud |
| Event integration | Opportunity won | Won → downstream |
| Transformation | Data mapping | Customer → S/4 business partner |
| Enrichment | Customer data | Add external credit score |
| Orchestration | Quote to order | Sales Cloud → S/4 |
| Error handling | Retry | Failed customer sync |
| Monitoring | Interface status | Integration dashboard |
| Security | Authentication | OAuth and API credentials |
The same pattern repeats across every object: standard feature on the left, custom feature on the right, each owned by the layer that suits it. Contacts learn who actually decides; leads get a score and a suggested next step; opportunities, the largest room in the house, collect up to seven custom capabilities.
| Object | Custom feature | Front end | Back end | Middleware | Why |
|---|---|---|---|---|---|
| Account | Customer risk | Custom field | Risk service | S/4 API | Credit-risk visibility |
| Account | Customer 360 | UI section | Aggregation | S/4 integration | 360° view |
| Lead | Lead scoring | Score card | Scoring service | External data | Lead qualification |
| Opportunity | Deal health | UI section | Deal engine | Data enrichment | Identify risky deals |
| Opportunity | Discount approval | Button and status | Rule engine | Workflow | Discount approval |
| Visit | Visit checklist | Custom UI | Validation | Event or API | Field-sales compliance |
| Forecast | AI forecast | Dashboard | Forecast engine | Data aggregation | Better forecasting |
| Quote | Margin approval | Button | Margin service | S/4 pricing | Protect margin |
| Order | Credit check | Status | Credit service | S/4 API | Order validation |
| Customer | External 360 | UI section | Aggregation | API orchestration | Customer 360 |
Put these exact columns in your project tool. One row per custom feature, one column per layer. That is what turns a wish list into something you can govern.
Real requirements rarely live in one room. Deal approval opens all three at once.
Don’t ask “Can we customise Sales Cloud V2?” Ask: is this capability owned by Sales Cloud, or is Sales Cloud only consuming it?
The second act opens with a different question: “Can we build microbots on SAP BTP?” Microbot is not an SAP word, but the instinct is right. Cloud Foundry is a runtime, a place things run; a microservice is a small piece of custom logic that lives there.
The family resemblance to Act One is immediate. Memorise five equivalences; every example leans on them.
Commerce needs to check a dealer’s credit risk before a large order goes through. The instinct is to bury the calculation in Commerce, where the order lives. The disciplined move is to lift it into its own small service, and let Commerce simply ask.
Is a risk engine a commerce capability? No. Commerce only needs the verdict: Dealer → Order → Risk check → APPROVED. Everything else is the service’s business.
The requirement: a dealer places an order above ₹50 lakh. Check credit, route it to the regional manager, and only then release it.
Nothing here is impossible. The problem is cumulative: every upgrade has to tiptoe around all of it.
Same business outcome. Only this one keeps Commerce upgradable.
The pattern holds for growth, not just compliance. When a customer views a product, your own AI model picks the next-best product. Commerce could host that logic; it should not have to. Commerce owns the product and the experience; BTP owns the model.
| Requirement | Cloud Foundry | Kyma |
|---|---|---|
| Standard business service | Excellent | Good |
| CAP application | Excellent | Good |
| REST API or small microservice | Yes | Yes |
| Event-driven microservices | Yes | Yes |
| Kubernetes-native workloads and control | No | Yes |
| Complex container orchestration | No | Yes |
Cloud Foundry for application and service-centric extensions. Kyma for Kubernetes and container-centric ones. Don’t pick Kyma just because microservices sound modern.
Tap a requirement and Sappy routes it. Guess first, then check.
Pick a requirement on the left.
| Requirement | Routes to |
|---|---|
| Custom product attribute | Commerce |
| Custom checkout validation | Commerce |
| Custom promotion | Commerce |
| Dealer credit-risk engine | Cloud Foundry |
| Cross-system approval | BTP Process Automation |
| Commerce ↔ S/4 ↔ CRM integration | Integration Suite |
| Event processing | Event Mesh |
| Containerised AI service | Potentially Kyma |
Told that “anything custom goes to BTP”, teams stop asking which capability it is and simply move the mess to a new address.
Everything in one unsorted BTP bucket.
Each capability has an owner.
Five lines summarise the architecture. Repeat them to any architecture board, word for word.
Read back to back, the two acts look like two stories about two products. Read side by side, they are the same story told twice.
| Sales Cloud V2 · Act One | Commerce Cloud · Act Two | |
|---|---|---|
| System of engagement | Sales Cloud V2: accounts, leads, opportunities, quotes | Commerce Cloud: catalogue, cart, checkout, order |
| Extension waist | SAP BTP | SAP BTP |
| Where custom logic runs | BTP back-end services | Cloud Foundry, or Kyma for container workloads |
| System of record | S/4HANA | S/4HANA |
| The one question | Does Sales Cloud own it, or only consume it? | Does Commerce own it, or only consume it? |
| Failure to avoid | Sales Cloud as a second system of record | Commerce as a second ERP, or BTP as a dump |
If you remember one sentence
Don’t ask where you can build it.
Ask who owns it.
Extend what owns the capability. Build everything else, deliberately and by domain, on the one clean layer designed to carry it.
Five takeaways and a 30-second check below. Share it with your architecture board.
Visual learnings
30-second check
1. A dealer credit-risk engine belongs in…
It is not a commerce capability. Commerce only needs the verdict.
2. A discount above 20% needs sign-off. That is…
The rule decides; BTP process automation carries the approval.
3. “Anything custom goes to BTP” leads to…
Sort by domain ownership, not by where developers have capacity.
Based on PGC Digital’s field guide “SAP CX Clean Core Governance”, 17 October 2026. Sample screens and figures are illustrative.
Home · Multi-country rollout · Global V2 rollout playbook
Playbook v2.0 · SAP CX modernisation · manufacturing
Solution architecture, custom objects and processes, data transfer with sample data and code, rollout data planning, pilot-country selection and cutover, for a multi-country SAP CX programme connected to S/4HANA.
How to read this playbook
It merges PGC Digital’s V1 → V2 migration playbook and interactive playbook with new sections. SAP tooling facts come from SAP Help and SAP Community. The three company profiles are anonymised, illustrative planning archetypes. All volumes, sample records, dates and code are reference patterns to validate against your tenant and released APIs.
Hard rules
A global rollout is not one migration; it is the same migration done well, many times. Build the factory once in the pilot, then every next country gets faster and safer.
01 · Read it as
Pick your role. Sappy shows what matters to you first, and where to read next.
Will the business stop, what does it cost, and when do we see value?
Read next:Target architecture →Pilot choice →Cutover and rollback →KPIs and AI value →Who owns what →
Which decisions, which tools, which patterns hold under load?
Read next:Decision register →Toolchain →Custom objects →Data transfer →Custom processes →Integration →
How do we staff it, gate it and repeat it in every country?
Read next:Story backlog →Delivery plan →Migration factory →Rollout data plan →RACI →
What changes for me on day one?
Read next:Global or regional search? →What gets better →Go-live weekend →
02 · Reference rollouts & pilot-country selection
Pick the pilot by score, not by politics. Each candidate is rated 1–5 on six criteria; the highest total becomes Wave 1 and proves the migration factory before scale-out.
Follows the pattern of SAP’s public guided-selling customer story for Sales Cloud V2 in the process industry: a Germany-headquartered global rollout.
Pilot decision. Pilot in Germany: next to the HQ process owners, deepest S/4HANA integration, and works-council approval of AI features done once for the template.
Sponsor · Data quality · Low complexity · Right-size volume · Legal / language · Integration
A large dealer, installer and warranty network makes this the archetype for a service-heavy rollout, with warranty claims and installed base as custom objects.
Pilot decision. Pilot in Belgium: European HQ and design authority on site, mid-size volume, the full dealer-to-warranty process, and a February freeze that avoids the summer peak.
Sponsor · Data quality · Low complexity · Right-size volume · Legal / language · Integration
Selling through dealers, fleets and OEMs makes this the archetype for account hierarchies, fleet contracts and claim handling as custom processes.
Pilot decision. Pilot in UK & Ireland: one language, a mature dealer and fleet network, representative volume, and a summer freeze that avoids winter-tyre season.
Sponsor · Data quality · Low complexity · Right-size volume · Legal / language · Integration
Pilot selection rules PGC Digital applies
Think of the pilot as the test kitchen. Choose the kitchen with good ingredients and a chef nearby, not the busiest restaurant. Read how to score it yourself in our pilot-country guide.
03 · Solution architecture
A logical reference architecture. We replace it with your verified systems and tenant-specific APIs in discovery.
Operations
SAP Cloud ALM · Integration Suite monitoring · ITSM / AMS. Correlation IDs, runbooks, severity matrix, SLOs.
Landscape
Identity & security
Non-functional targets
Read it top to bottom like a building: people at the top, S/4HANA as the foundation. Everything a country adds lives in its own thin layer, so the global core stays clean.
04 · Solution architect decision register
Architecture decision records stop the same debate happening in every country.
05 · Migration & engineering toolchain
No tool matches that search.
06 · Global template & country packs
About 80% of the design is global, 12% regional and 8% local. Every country gets a versioned pack instead of a fork.
Country pack contents · one per country, versioned in Git
countries/DE/config.yamlOrg units, sales areas, territories, currencies, languageCountry leadcountries/DE/fields.yamlLocal custom fields, mandatory rules, code-list valuesFunctional leadcountries/DE/legal.mdRetention, consent, works-council and AI-use approvalsLegal / DPOcountries/DE/data-scope.yamlObjects, history depth, exclusions, volume estimateData leadcountries/DE/interfaces.yamlLocal integrations: tax, telephony, distributor portalsIntegration architectcountries/DE/training/Persona guides, local champions, scheduleChange leadLike a franchise: the recipe is global, the menu language is regional, and the tax receipt is local. Nobody rewrites the recipe for one shop.
07 · Custom objects · how they are redeveloped
A typical V1 PDI custom object, ZWarrantyClaim (header plus parts items, used by service agents and dealers). Here is how a solution architect decides its V2 target and builds it.
Field mapping · ZWarrantyClaim → WarrantyClaim
legacyId + new UUIDKeep the V1 ID immutable in xref; V2 generates its own keyaccountIdResolve via account xref; reject if unmappedproductIdMust exist in the S/4HANA-replicated product masteramount + currencySplit content / currencyCodestatus01→OPEN, 02→IN_APPROVAL, 03→APPROVED, 04→REJECTED, 05→CLOSEDfailureDateISO 8601; reject future datesitems[]Load after header; parent via new header keyV2 notes / attachmentsDTT only if the object mapping covers it; else content APICode lab · custom object Illustrative patterns; field and endpoint names are not asserted SAP standards
// V1 (as-is) — PDI business object definition: ZWarrantyClaim.bo
import AP.Common.GDT as apCommonGDT;
import AP.FO.BusinessPartner.Global;
businessobject ZWarrantyClaim raises MsgApprovalRequired, MsgFutureDate {
message MsgApprovalRequired text "Claims above 5,000 need approval";
message MsgFutureDate text "Failure date cannot be in the future";
[AlternativeKey] [Label("Claim ID")] element ClaimID : ID;
[Label("Account")] element AccountID : BusinessPartnerInternalID;
[Label("Product")] element ProductID : ProductID;
[Label("Claim Amount")] element ClaimAmount : Amount;
[Label("Status")] element Status : ZClaimStatusCode;
[Label("Failure Date")] element FailureDate : Date;
node Item [0,n] {
element PartID : ProductID;
element Quantity : Quantity;
}
association ToAccount to Customer;
}
// ZWarrantyClaim-Root-BeforeSave.absl
import ABSL;
if (this.FailureDate > Context.GetCurrentUserDate()) {
raise MsgFutureDate.Create("E");
}
if (this.ClaimAmount.content > 5000 && this.Status == "01") {
this.Status = "02"; // IN_APPROVAL
raise MsgApprovalRequired.Create("W");
}// V2 option A — key-user custom object definition (illustrative metadata)
// Created in V2 Extensibility admin where the tenant release supports
// custom objects. Verify supported field types, nodes and generated API.
{
"objectName": "WarrantyClaim",
"label": { "en": "Warranty Claim", "de": "Garantieanspruch" },
"fields": [
{ "name": "legacyId", "type": "TEXT", "length": 40, "unique": true },
{ "name": "accountId", "type": "ASSOCIATION", "target": "Account" },
{ "name": "productId", "type": "ASSOCIATION", "target": "Product" },
{ "name": "amount", "type": "AMOUNT" },
{ "name": "status", "type": "CODE", "codeList": "WarrantyStatus" },
{ "name": "failureDate", "type": "DATE" }
],
"codeLists": {
"WarrantyStatus": ["OPEN","IN_APPROVAL","APPROVED","REJECTED","CLOSED"]
},
"children": [
{ "objectName": "WarrantyClaimItem",
"fields": [
{ "name": "partId", "type": "ASSOCIATION", "target": "Product" },
{ "name": "quantity", "type": "QUANTITY" } ] }
],
"ui": { "showOn": ["Account", "Case", "RegisteredProduct"] },
"validations": [
{ "rule": "failureDate <= TODAY()", "message": "Failure date cannot be in the future" }
]
}
// Amount-based approval is a process, not a field rule: see section 08.// V2 option C — BTP CAP side-by-side domain: db/warranty.cds
namespace pgc.warranty;
using { cuid, managed, Currency } from '@sap/cds/common';
type Status : String(12) enum { OPEN; IN_APPROVAL; APPROVED; REJECTED; CLOSED; }
entity Claims : cuid, managed {
legacyId : String(40) @assert.unique @mandatory;
accountId : String(36) @mandatory; // V2 account UUID (via xref)
productId : String(40) @mandatory; // S/4 product ID
amount : Decimal(15,2);
currency : Currency;
status : Status default 'OPEN';
failureDate : Date @mandatory;
country : String(2);
items : Composition of many ClaimItems on items.claim = $self;
}
entity ClaimItems : cuid {
claim : Association to Claims;
partId : String(40);
quantity : Decimal(13,3);
}
// srv/warranty-service.cds
using pgc.warranty as db from '../db/warranty';
service WarrantyService @(requires: 'WarrantyAgent') {
entity Claims as projection on db.Claims;
action submitForApproval(claimId: UUID) returns Claims;
}// srv/warranty-service.js — CAP handlers (Node.js)
const cds = require('@sap/cds');
module.exports = class WarrantyService extends cds.ApplicationService {
init() {
const { Claims } = this.entities;
this.before(['CREATE', 'UPDATE'], Claims, req => {
const { failureDate, amount } = req.data;
if (failureDate && new Date(failureDate) > new Date())
req.error(400, 'Failure date cannot be in the future', 'failureDate');
if (amount != null && amount < 0)
req.error(400, 'Amount must be positive', 'amount');
});
this.after('CREATE', Claims, async claim => {
if (claim.amount > 5000) {
await UPDATE(Claims, claim.ID).with({ status: 'IN_APPROVAL' });
await this.emit('ClaimNeedsApproval', { id: claim.ID, amount: claim.amount });
}
});
this.on('submitForApproval', async req => {
const claim = await SELECT.one.from(Claims, req.data.claimId);
if (!claim) return req.error(404, 'Claim not found');
await UPDATE(Claims, claim.ID).with({ status: 'IN_APPROVAL' });
return SELECT.one.from(Claims, claim.ID);
});
return super.init();
}
};Ask four questions in order and stop at the first yes. Most objects end up as standard V2 or a V2 custom object; only a few deserve their own BTP service.
08 · Custom object data · how it transfers
Sample V1 extract · ZWarrantyClaim synthetic
HVAC-VRV-123,420.00 EUR012026-08-14LoadedHVAC-SPLT-077,950.00 EUR022026-09-02Loaded · in approvalTYR-EAG-F1612.40 EUR052025-12-30LoadedTYR-EFF-GR1,180.00 EUR012026-07-21Rejected · account unmappedFLV-CIT-20025,400.00 PLN032027-01-05Rejected · future dateCross-reference store (xref)
10004578f2c…a91M2-DE-0310009811b77…0ceM2-DE-03WC-100231c41d…7f2M2-DE-07WC-100232e09a…3bdM2-DE-07Every load writes here first. A re-run finds the existing target and updates instead of creating a duplicate.
Load order for custom data
Code lab · custom data transfer Run against a sandbox with synthetic data first
# extract_v1_claims.py — pull ZWarrantyClaim from V1 custom OData (illustrative)
# Service name is generated from the PDI BO; confirm in V1 OData Service Explorer.
import os, csv, requests
BASE = os.environ["V1_BASE"] # https://myXXXXXX.crm.ondemand.com
URL = f"{BASE}/sap/c4c/odata/cust/v1/zwarrantyclaim/ZWarrantyClaimRootCollection"
AUTH = (os.environ["V1_USER"], os.environ["V1_PASS"]) # from vault, never in code
PAGE = 1000
def pages():
skip = 0
while True:
r = requests.get(URL, auth=AUTH, timeout=60, params={
"$format": "json", "$top": PAGE, "$skip": skip,
"$expand": "Item",
"$filter": "SalesOrganisationID eq 'DE10' or SalesOrganisationID eq 'DE20'"})
r.raise_for_status()
rows = r.json()["d"]["results"]
if not rows: return
yield rows
skip += PAGE
with open("stage/zwarrantyclaim_DE.csv", "w", newline="") as f:
w = csv.writer(f)
w.writerow(["ClaimID","AccountID","ProductID","Amount","Currency",
"Status","FailureDate","ItemsJSON"])
for batch in pages():
for c in batch:
w.writerow([c["ClaimID"], c["AccountID"], c["ProductID"],
c["ClaimAmount"], c["ClaimAmountcurrencyCode"],
c["Status"], c["FailureDate"],
[ (i["PartID"], i["Quantity"]) for i in c["Item"]["results"] ]])// transform.js — validate, map codes, resolve xref (illustrative)
const STATUS = { '01':'OPEN','02':'IN_APPROVAL','03':'APPROVED','04':'REJECTED','05':'CLOSED' };
export async function transformClaim(row, xref, batchId) {
const legacyId = String(row.ClaimID ?? '').trim();
if (!legacyId) return reject(row, 'MISSING_ID');
const accountId = await xref.lookup('ACCOUNT', row.AccountID);
if (!accountId) return reject(row, 'ACCOUNT_UNMAPPED');
const failure = new Date(row.FailureDate);
if (isNaN(failure) || failure > new Date()) return reject(row, 'INVALID_FAILURE_DATE');
const status = STATUS[row.Status];
if (!status) return reject(row, 'UNKNOWN_STATUS_' + row.Status);
return {
accepted: true,
record: {
legacyId,
accountId,
productId: row.ProductID,
amount: { content: Number(row.Amount), currencyCode: row.Currency },
status,
failureDate: failure.toISOString().slice(0, 10)
},
items: JSON.parse(row.ItemsJSON).map(([partId, qty]) => ({ partId, quantity: Number(qty) })),
batchId
};
function reject(r, reason) {
return { accepted: false, legacyId: r.ClaimID, reason, batchId };
}
}// load.js — idempotent upsert into V2 (custom-object API or CAP service)
// Endpoint path is a placeholder; take it from the released API spec.
import { getDestination } from './btp-destination.js';
export async function upsertClaim(t, xref, log) {
const dest = await getDestination('V2_CUSTOM_OBJECTS'); // OAuth via BTP
const existing = await xref.lookup('WARRANTY_CLAIM', t.record.legacyId);
const method = existing ? 'PATCH' : 'POST';
const url = existing ? `${dest.url}/warrantyclaims/${existing}`
: `${dest.url}/warrantyclaims`;
const res = await fetchWithRetry(url, {
method,
headers: { ...dest.headers, 'Content-Type': 'application/json',
'X-Correlation-ID': `${t.batchId}:${t.record.legacyId}` },
body: JSON.stringify(t.record)
}, { retries: 3, retryOn: [429, 502, 503, 504] }); // never blind-retry 4xx
if (!res.ok) {
await log.reject(t.record.legacyId, `HTTP_${res.status}`, await res.text());
return;
}
const { id } = await res.json();
await xref.save('WARRANTY_CLAIM', t.record.legacyId, existing ?? id, t.batchId);
for (const item of t.items) { // children after parent
await fetchWithRetry(`${dest.url}/warrantyclaims/${existing ?? id}/items`, {
method: 'POST', headers: dest.headers, body: JSON.stringify(item) });
}
}
async function fetchWithRetry(url, opts, { retries = 0, retryOn = [] } = {}) {
for (let a = 0; ; a++) {
const r = await fetch(url, { ...opts, signal: AbortSignal.timeout(20000) });
if (!retryOn.includes(r.status) || a >= retries) return r;
await new Promise(s => setTimeout(s, 2 ** a * 500)); // bounded backoff
}
}-- reconcile.sql — run after each mock and at cutover (staging DB)
-- 1. Count completeness by country and status
SELECT s.country, s.status,
COUNT(*) AS source_cnt,
COUNT(x.target_id) AS loaded_cnt,
COUNT(*) - COUNT(x.target_id) AS gap
FROM v1_zwarrantyclaim s
LEFT JOIN xref x ON x.object = 'WARRANTY_CLAIM' AND x.legacy_id = s.claim_id
GROUP BY s.country, s.status
ORDER BY gap DESC;
-- 2. Business total must match exactly
SELECT s.country,
SUM(s.amount) AS v1_amount,
SUM(t.amount) AS v2_amount,
SUM(s.amount) - SUM(t.amount) AS diff
FROM v1_zwarrantyclaim s
JOIN xref x ON x.legacy_id = s.claim_id AND x.object = 'WARRANTY_CLAIM'
JOIN v2_warrantyclaim_extract t ON t.id = x.target_id
GROUP BY s.country;
-- 3. Orphan items (child without migrated parent)
SELECT i.* FROM v1_zwarrantyclaim_item i
LEFT JOIN xref x ON x.object='WARRANTY_CLAIM' AND x.legacy_id = i.claim_id
WHERE x.target_id IS NULL;
-- 4. Reject register summary
SELECT reason, COUNT(*) FROM load_rejects
WHERE batch_id LIKE 'M2-DE-%' GROUP BY reason ORDER BY 2 DESC;// Integration Suite Groovy step — validate and tag migration rows
import com.sap.gateway.ip.core.customdev.util.Message
import groovy.json.JsonSlurper
import groovy.json.JsonOutput
Message processData(Message message) {
def rows = new JsonSlurper().parseText(message.getBody(String))
def ok = [], bad = []
rows.each { r ->
def id = r.ClaimID?.toString()?.trim()
if (!id || !r.AccountID) { bad << [id: id, reason: 'MISSING_KEY']; return }
if (r.FailureDate > new Date().format('yyyy-MM-dd')) {
bad << [id: id, reason: 'FUTURE_DATE']; return }
ok << r
}
message.setProperty('RejectedCount', bad.size())
message.setProperty('RejectedJson', JsonOutput.toJson(bad)) // to error store
message.setBody(JsonOutput.toJson(ok))
return message
}The cross-reference store is the migration’s memory. Because every record remembers where it came from, we can rerun a load ten times and never create a duplicate.
09 · Custom processes · how they are rebuilt in V2
V1 used ABSL on save to block any discount above 15% until a regional manager approved, plus a job that escalated after 48 hours. In V2 the same outcome is rebuilt from supported pieces, not ported line by line.
V1 · as-is
V2 · to-be
Process pattern mapping
How custom process data moves
Code lab · custom process Illustrative; confirm hook payloads and APIs for your release
// V1 (as-is) — Opportunity-Root-BeforeSave.absl (extension of standard BO)
import ABSL;
import AP.CRM.Global;
var limit = 15; // percent
if (this.ZDiscountPct > limit && this.ZApprovalStatus != "APPROVED") {
this.ZApprovalStatus = "PENDING";
this.ZSubmittedOn = Context.GetCurrentUserDate();
raise MsgDiscountApproval.Create("W", this.ZDiscountPct.ToString());
}// V2 (to-be) — external hook endpoint on BTP (Express inside CAP)
// V2 calls this synchronously on opportunity save where external hooks are
// supported. Payload/response shape is illustrative: use the release spec.
const express = require('express');
const router = express.Router();
const LIMIT = 15;
router.post('/hooks/opportunity/validate', express.json(), (req, res) => {
const opp = req.body?.currentImage ?? {};
const pct = Number(opp.extensions?.discountPct ?? 0);
const status = opp.extensions?.approvalStatus;
if (pct > LIMIT && status !== 'APPROVED') {
return res.json({
data: { extensions: { approvalStatus: 'PENDING',
submittedOn: new Date().toISOString() } },
info: [{ code: 'DISCOUNT_APPROVAL',
message: `Discount ${pct}% exceeds ${LIMIT}%. Sent for approval.`,
severity: 'WARNING' }]
});
}
return res.json({ data: {} }); // no change
});
module.exports = router;
// Latency budget: respond < 1 s; no outbound calls in this path.// Start approval when the hook marks PENDING (event-driven, async)
// Subscribe to V2 opportunity-updated events via Event Mesh / webhook.
const cds = require('@sap/cds');
module.exports = cds.service.impl(function () {
this.on('OpportunityUpdated', async msg => {
const o = msg.data;
if (o.extensions?.approvalStatus !== 'PENDING') return;
const already = await SELECT.one.from('pgc.approvals.Requests')
.where({ opportunityId: o.id, state: 'OPEN' });
if (already) return; // idempotent
const wf = await cds.connect.to('ProcessAutomation');
const inst = await wf.send('POST', '/workflow/rest/v1/workflow-instances', {
definitionId: 'pgc.discountApproval',
context: { opportunityId: o.id, discountPct: o.extensions.discountPct,
region: o.salesOrg, submittedOn: o.extensions.submittedOn }
});
await INSERT.into('pgc.approvals.Requests').entries({
opportunityId: o.id, instanceId: inst.id, state: 'OPEN' });
});
});// Escalation job — replaces V1 mass-data run (scheduled every hour)
const cds = require('@sap/cds');
module.exports = async function escalate() {
const cutoff = new Date(Date.now() - 48 * 3600 * 1000).toISOString();
const stale = await SELECT.from('pgc.approvals.Requests')
.where({ state: 'OPEN', escalated: false })
.and('submittedOn <', cutoff)
.limit(500); // checkpointed batches
for (const r of stale) {
try {
await notifyNextApprover(r); // regional director
await UPDATE('pgc.approvals.Requests', r.ID).with({ escalated: true });
} catch (e) {
console.error('escalation failed', r.opportunityId, e.message); // retried next run
}
}
};// Migrate in-flight approvals at cutover (runs after opportunity load)
export async function migrateApprovals(rows, xref, v2, wf) {
for (const a of rows) { // from V1 extract
const oppId = await xref.lookup('OPPORTUNITY', a.OpportunityID);
if (!oppId) { await logReject(a, 'OPP_UNMAPPED'); continue; }
// History for every record
await v2.patchOpportunity(oppId, { extensions: {
approvalStatus: map(a.ZApprovalStatus),
submittedOn: a.ZSubmittedOn, approvedBy: a.ZApprovedBy ?? null } });
// Re-trigger only open ones, keeping the original clock
if (a.ZApprovalStatus === 'PENDING') {
await wf.start('pgc.discountApproval', {
opportunityId: oppId, discountPct: a.ZDiscountPct,
submittedOn: a.ZSubmittedOn, migrated: true });
}
}
}
const map = s => ({ PENDING:'PENDING', APPROVED:'APPROVED', REJECTED:'REJECTED' }[s] ?? 'NONE');We do not copy the old code; we copy the outcome. The manager still approves big discounts, but now through supported building blocks that survive every SAP release.
10 · Data migration factory
Volume by object and wave · thousands of records pick an archetype in section 02
W1 PilotW2 EUW3 AmericasW4 APAC & MEAArchetype A · Ingredients & beverages
W1 PilotW2 Core EUW3 North & EastW4 MEA & IndiaArchetype B · HVAC & refrigeration
W1 PilotW2 EMEA coreW3 AmericasW4 APACArchetype C · Tyres & mobility
Reconciliation gates
Mock-load ladder
Three rehearsals, each harder than the last. By the third one, go-live weekend is a repeat performance, not a premiere.
11 · Rollout data planning
Per-wave data scope rules
Coexistence between waves
Wave data calendar planning placeholders from a January 2027 start
Wave data-scope file · countries/DE/data-scope.yaml
# countries/DE/data-scope.yaml — Archetype A · Ingredients & beverages scenario, Wave 1 pilot
wave: W1
country: DE
salesOrgs: [DE10, DE20]
authoritativeTenant: V2-PROD # after go-live; V1 becomes read-only
historyDepthYears: 3 # closed records older than this -> archive
objects:
- name: ACCOUNT
route: S4_REPLICATION # ERP-owned master data
filter: "salesOrg IN (DE10, DE20)"
- name: CONTACT
route: DTT # confirm DTT object scope with SAP
- name: OPPORTUNITY
route: DTT
include: [OPEN, CLOSED_LAST_3Y]
- name: CASE
route: DTT
include: [OPEN, CLOSED_LAST_3Y]
- name: SAMPLE_REQUEST
route: CUSTOM_API # V2 custom object API or CAP service
loadAfter: [ACCOUNT, REGISTERED_PRODUCT]
xref: true
- name: APPROVAL_HISTORY
route: CUSTOM_API
inFlight: RETRIGGER_IN_V2
exclusions:
- "accounts with blockedFlag = true and no activity since 2023"
- "test and training records (name LIKE 'TEST%')"
reconciliation:
countTolerancePct: 0
fieldSamplePct: 5
businessTotals: [OPEN_PIPELINE_EUR, OPEN_CASES, SAMPLE_REQUEST_AMOUNT]
cutoverWindowHours: 48
freezeStart: "T-0 18:00 CET Friday"Wave data-scope file · countries/BE/data-scope.yaml
# countries/BE/data-scope.yaml — Archetype B · HVAC & refrigeration scenario, Wave 1 pilot
wave: W1
country: BE
salesOrgs: [BE10, BE20]
authoritativeTenant: V2-PROD # after go-live; V1 becomes read-only
historyDepthYears: 3 # closed records older than this -> archive
objects:
- name: ACCOUNT
route: S4_REPLICATION # ERP-owned master data
filter: "salesOrg IN (BE10, BE20)"
- name: CONTACT
route: DTT # confirm DTT object scope with SAP
- name: OPPORTUNITY
route: DTT
include: [OPEN, CLOSED_LAST_3Y]
- name: CASE
route: DTT
include: [OPEN, CLOSED_LAST_3Y]
- name: WARRANTY_CLAIM
route: CUSTOM_API # V2 custom object API or CAP service
loadAfter: [ACCOUNT, REGISTERED_PRODUCT]
xref: true
- name: APPROVAL_HISTORY
route: CUSTOM_API
inFlight: RETRIGGER_IN_V2
exclusions:
- "accounts with blockedFlag = true and no activity since 2023"
- "test and training records (name LIKE 'TEST%')"
reconciliation:
countTolerancePct: 0
fieldSamplePct: 5
businessTotals: [OPEN_PIPELINE_EUR, OPEN_CASES, WARRANTY_CLAIM_AMOUNT]
cutoverWindowHours: 48
freezeStart: "T-0 18:00 CET Friday"Wave data-scope file · countries/GB/data-scope.yaml
# countries/GB/data-scope.yaml — Archetype C · Tyres & mobility scenario, Wave 1 pilot
wave: W1
country: GB
salesOrgs: [GB10, GB20]
authoritativeTenant: V2-PROD # after go-live; V1 becomes read-only
historyDepthYears: 3 # closed records older than this -> archive
objects:
- name: ACCOUNT
route: S4_REPLICATION # ERP-owned master data
filter: "salesOrg IN (GB10, GB20)"
- name: CONTACT
route: DTT # confirm DTT object scope with SAP
- name: OPPORTUNITY
route: DTT
include: [OPEN, CLOSED_LAST_3Y]
- name: CASE
route: DTT
include: [OPEN, CLOSED_LAST_3Y]
- name: FLEET_CONTRACT
route: CUSTOM_API # V2 custom object API or CAP service
loadAfter: [ACCOUNT, REGISTERED_PRODUCT]
xref: true
- name: APPROVAL_HISTORY
route: CUSTOM_API
inFlight: RETRIGGER_IN_V2
exclusions:
- "accounts with blockedFlag = true and no activity since 2023"
- "test and training records (name LIKE 'TEST%')"
reconciliation:
countTolerancePct: 0
fieldSamplePct: 5
businessTotals: [OPEN_PIPELINE_EUR, OPEN_CASES, FLEET_CONTRACT_AMOUNT]
cutoverWindowHours: 48
freezeStart: "T-0 18:00 CET Friday"12 · Cutover runbook · pilot wave
Go / no-go criteria
Rollback
Up to T+30 h: re-point S/4HANA routing to V1, unfreeze V1, discard V2 loads. After T+30 h: fix forward only. V1 stays read-only for 90 days, then archives.
Friday evening the old system freezes; by Sunday evening the new one is live. The 30-hour mark is the last moment to turn back, and everyone knows who decides.
13 · Integration redesign
Reliable message lifecycle
14 · Module-wise story backlog
A planning baseline, not an SAP requirement. Refine it after the V1 inventory, API fit-gap and DTT scope confirmation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
Acceptance: traceability, approved design, test cases, defect disposition, business sign-off, run documentation.
15 · Delivery plan & go-live checklist
Go-live checklist
0 / 1216 · KPIs & AI value
Business KPIs · baseline → 6-month target illustrative
AI on every account
Account synopsis and executive summary read the V2 account and its related transactions and write a briefing for reps, key account managers and agents. They are consumed through AI Units, so you switch them on deliberately.
AI is only as good as the account it reads. That is why the duplicate gate comes before the AI switch, not after the first complaint.
17 · Roles & governance
R responsible · A accountable · C consulted · I informed.
18 · Source register
Working blueprint. Validate SAP scope, released APIs, DTT eligibility and licensing for each tenant before execution. Product names belong to SAP SE.
Global V2 rollout
Tell me your countries and your V1 estate. I will show you the pilot, the waves and the cutover weekend for your business.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Home · Insights · Global or regional search
Field guide · global SAP CX rollouts · B2B manufacturing
In one global SAP Sales and Service Cloud V2 tenant, search scope quietly shapes guided selling, Customer 360 and every AI answer. Here is how to set it for manufacturers selling B2B, with SAP Engagement Cloud and S/4HANA in the picture.
Monday after go-live. A key account manager in Stuttgart types the name of a customer’s parent company into search. Either she sees 400 results from 30 countries and gives up, or she sees nothing from the customer’s plant in Poland and creates a new account. Both happen in global rollouts, and both are decided long before go-live by one design choice: search and visibility scope.
Search is not a box in the corner of the screen. It is the door to every customer record, and whoever designs the door decides what the AI behind it can read.
Search works best when the customer looks the same everywhere: one parent, clear subsidiaries, and the same S/4HANA customer number on every copy. Then “find” means find, not “guess”.
For a manufacturer, the 360° view is not complete without the ERP. The rep wants to know if the last order shipped and the invoice is paid before promising a new price.
Availability of each AI feature depends on your SAP release, licences and AI Units; we confirm it per tenant.
Search scope is a risk control, not a usability tweak: it governs privacy, duplicates and AI quality. Ask for the visibility matrix in the design sign-off.
Design business roles, access restrictions, territories and sales-organisation routing as one model, with S/4HANA as system of record and a tenant-wide duplicate check.
Put a visibility matrix, a hierarchy load and a search test pack into every country wave; measure duplicates in hypercare.
Our recommendation for B2B manufacturers: one golden account from S/4HANA, regional by default, global by role, and AI that never sees more than the person asking. See how it fits the full rollout in our global V2 rollout playbook.
Sources
Best practices are PGC Digital’s delivery experience; confirm features against your SAP release and licences.
Search, Customer 360 and AI
Unsure who should see which customers? Let’s design the visibility matrix before go-live, not after the first duplicate.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Home · Insights · Market-to-cash
Field guide · SAP Engagement Cloud · Sales Cloud V2 · CPQ · S/4HANA
How SAP Engagement Cloud finds and warms the right buyers, how Sales Cloud V2 turns them into revenue with AI and guided selling, and how CPQ and S/4HANA close the loop to cash. With public SAP customer references.
01 · Success references
Public SAP customer references, sorted by what they prove. Results are as published by SAP; PGC Digital was not involved in these projects.
Sales Cloud V2 and Service Cloud V2 with AI
What it provesListed by SAP among customers modernising to Sales and Service Cloud V2: “Driving global sales and service transformation with AI-powered CX”.
Sales Cloud, global CRM standardisation
What it provesListed by SAP on its V1 → V2 evolution page: “Raising the bar for customer relationship management with SAP CX Services”.
SAP Sales Cloud
What it provesListed by SAP on its Sales and Service Cloud V2 evolution page.
SAP Service Cloud
What it provesListed by SAP on its Sales and Service Cloud V2 evolution page.
Sales, Service and Marketing Cloud, CIAM, Integration Suite to ERP; AI visit reports
What it provesA global manufacturing CX template connected to ERP, with AI embedded in the seller’s day. Earlier-generation Sales Cloud, not a confirmed V2 migration.
Sales, Service and Marketing Cloud, Field Service Management, S/4HANA
What it provesThe full sell-serve-market picture on one customer record, connected to S/4HANA. Earlier-generation CX, not a confirmed V2 migration.
Global sales organisation on SAP Sales Cloud
What it provesSpeed of a global cloud CRM rollout after a slow on-premise attempt. Earlier-generation Sales Cloud.
SAP Engagement Cloud (formerly Emarsys), Smart Insight, AI lifecycle marketing
What it provesWhat AI segmentation and lifecycle automation in Engagement Cloud can do. A consumer marketing case, not a manufacturing or CPQ rollout.
C4C V1 → Sales Cloud V2
What it provesPublicly reported on LinkedIn by people involved; scope, countries and backend are not disclosed. Validate before external use.
LinkedIn post · link to be confirmed
Sales Cloud V2 and Service Cloud V2
What it provesPublicly reported on LinkedIn; a country go-live, not evidence of a global rollout. Validate before external use.
LinkedIn post · link to be confirmed
“Listed by SAP” means the customer appears on SAP’s Sales and Service Cloud V2 evolution page; it does not by itself describe scope or results. Earlier-generation projects are shown as architecture and rollout references, not as V2 migrations. Reported go-lives come from public LinkedIn posts and should be validated before external use.
02 · Why move from V1 to V2
Real-time insights, automated routine tasks and next-best-action recommendations, as SAP positions V2.
SAP V2 evolution page ↗A predictive score trained on your own converted and declined leads; the higher the score, the better the chance of conversion.
SAP product page ↗A holistic AI view of the account’s business, culture and competitive landscape, to raise the likelihood of conversion. Uses AI Units.
SAP product page ↗Steps, checklists and next actions inside every opportunity, so each seller follows the playbook that wins.
SAP customer story (Döhler) ↗REST/OData APIs and side-by-side extensions on SAP BTP replace heavy V1 custom code, so upgrades stay cheap.
PGC Digital delivery viewExplore, plan, migrate and launch, with readiness checks and AI-driven migration tools from SAP and partners.
SAP V2 evolution page ↗C4C V1 today
Sales & Service Cloud V2
03 · SAP Engagement Cloud
Two product lines are often confused. SAP Engagement Cloud is the renamed SAP Emarsys; SAP Marketing Cloud is the separate successor of SAP Hybris Marketing.
Marketing Cloud line
Engagement Cloud line
Moving from SAP Marketing Cloud to Engagement Cloud is a migration, not a rename. Plan segments, consent, contacts and campaign history the way you would plan any data move.
Capabilities from SAP’s Engagement Cloud product page and announcement; availability depends on edition and release. Product page ↗ · Rename announcement ↗
04 · Market-to-cash, end to end
Each lane says what happens and how it fits: Standard (delivered by SAP), Configure (set up, no code) or Extend (integration or BTP build).
Follow one person: she meets you at a summit, reads two guides, gets scored, lands with the right rep with her whole story attached, receives a quote built from real S/4HANA prices, and her paid invoice tells marketing which campaign earned it.
05 · Guided selling by persona
Pick a persona to see their guided-selling path, the AI context they get, and the value-proposition line it helps them say.
Inside sales executiveWorks fresh MQLs fast, by phone and email
Value proposition, in context
“You downloaded our guide on downtime; teams like yours usually start with spare-parts availability.”
Moves the funnel on
Speed to first contact and MQL → SQL conversionSales representativeRuns a territory of mid-size accounts
Value proposition, in context
“Your last three orders shipped late; our proposal fixes lead time first, price second.”
Moves the funnel on
Stage-to-stage conversion and cycle timeBusiness development managerOpens new logos and new segments
Value proposition, in context
“Three plants in your region cut changeover time with this approach; here is how.”
Moves the funnel on
New-logo pipeline created per event and campaignField sales officerOn the road, visiting plants and dealers
Value proposition, in context
“Two of your machines are out of warranty next quarter; a service contract now avoids downtime.”
Moves the funnel on
Visits per week and time spent sellingKey account managerOwns global accounts and agreements
Value proposition, in context
“Your Asia plants already use this line; standardising Europe saves you a second supplier audit.”
Moves the funnel on
Share of wallet and multi-country expansionSales managerCoaches the team and owns the forecast
Value proposition, in context
“Focus this week on the four deals where the buyer opened the proposal twice.”
Moves the funnel on
Forecast accuracy and win rateExample lines are illustrative. AI features need the matching SAP licences and AI Units; visit-report and routing assistants are configured or extended per tenant.
06 · The funnel and the 360° view
07 · Quote-to-cash from Sales Cloud V2
Conceptual flow; supported objects, directions and prerequisites depend on your releases. SAP Learning: quote-to-cash integration ↗ · Our B2B order-to-cash guide →
08 · Who’s who
Typical titles held in manufacturers’ marketing, sales, quoting and finance teams, the SAP system each one works in, and where AI helps. Built from role types, not from individual profiles.
VP MarketingHead of Marketing & CommunicationsCMO
Sets segments, budget and targets; judges campaigns on won revenue
AICampaign-to-revenue dashboards, AI segment descriptions
Marketing Automation ManagerCRM & Marketing Operations Manager
Runs data, consent, scoring rules and the MQL hand-over
AIPredictive scores, duplicate checks, data quality alerts
Campaign ManagerDigital Marketing Manager
Builds journeys across email, web, ads and events
AIGenAI content and translation, send-time and channel prediction
Event ManagerTrade Show Manager
Turns summits, roadshows and fairs into scored leads
AIBadge-scan import and instant follow-up journeys
Product Marketing ManagerSegment Manager
Owns value propositions per industry and product line
AIPersona-based content suggestions
Channel Marketing ManagerABM Manager
Campaigns through dealers and to buying committees
AIAccount-level intent and engagement roll-up
Marketing AnalystMarketing Intelligence Manager
Attribution from first touch to paid invoice
AIClosed-loop analytics, look-alike segments
Inside Sales RepresentativeSales Development Representative
Calls and qualifies MQLs fast
AILead intelligence score and suggested opener
Business Development Manager
Opens new logos, segments and tenders
AILook-alike targets, event leads arrive scored
Area Sales ManagerSales Representative
Runs a territory of accounts and deals
AIAccount synopsis, guided selling, next best action
Field Sales EngineerTechnical Sales Representative
Visits plants and dealers
AIOffline account view, AI visit reports
Key Account ManagerGlobal Account Manager
Owns global accounts and agreements
AIHierarchy roll-up, whitespace, executive briefs
Channel ManagerDealer Development Manager
Routes leads to partners and grows sell-through
AIAI routing by postcode, capacity and performance
Regional Sales DirectorHead of SalesSales Operations Manager
Forecast, territories, routing rules, coaching
AIAI-weighted forecast, stuck-deal alerts
Application EngineerSales Engineer
Configures technical solutions
AIGuided configuration, compatible options
Pricing ManagerPricing Analyst
Owns price lists, discounts and margin rules
AIMargin and discount guidance on every quote
Order Management SpecialistInside Sales SupportCustomer Service Representative
Turns quotes into orders and keeps customers informed
AIOrder status answers grounded in S/4HANA
Credit ManagerCredit Controller
Releases blocked orders, sets terms
AIPrioritised release list by risk and value
Accounts Receivable Specialist
Invoices, cash application, dunning
AIMachine-learning payment matching
Sales ControllerCommercial Finance Manager
Margin, revenue recognition, rebates
AIMargin by campaign, product and customer
Procurement ManagerStrategic Buyer
Runs RFQs, negotiates, places orders
AISelf-service quotes, status and documents
Plant ManagerMaintenance Manager
Feels the pain; starts most searches
AIRelevant content at the right moment
Head of EngineeringTechnical Director
Validates the solution
AISpec sheets and configuration options
CFOFinance Director
Approves budget and terms
AIBusiness case and total cost of ownership
Tap a role to see typical designations, what they do and where AI helps.
09 · Persona × stage
Swipe to see all ten stages →
10 · End-to-end use cases
Pick a use case. Each card is one step: who does it, in which system, and where AI helps. Read left to right, from campaign to cash.
A plant engineer visits your booth. Eleven weeks later a configured compressor ships and the down payment and final invoice are paid.
Swipe the journey →
MeasureEvent follow-up within 48 hours, MQL → SQL rate, quote cycle time, days sales outstanding
A national campaign reaches homeowners and installers; leads are routed to the right dealer, who quotes and orders through the portal.
Swipe the journey →
MeasureLead-to-dealer time, dealer acceptance rate, sell-through per campaign, rebate accuracy
One three-year agreement at group level, then hundreds of local call-off orders, each priced correctly in its own currency.
Swipe the journey →
MeasureAgreement consumption, price compliance per country, share of wallet
Machines leaving warranty trigger a renewal journey; the customer signs a service contract that bills every quarter.
Swipe the journey →
MeasureRenewal rate, recurring revenue, attach rate per machine
A buyer searches for a part, asks for a price, gets a quote within the hour and pays on time.
Swipe the journey →
MeasureResponse time, quote-to-order rate, reorder rate
A tender is spotted early, bid with a costed configuration, approved by finance, and billed by project milestone.
Swipe the journey →
MeasureBid win rate, margin at quote vs actual, milestone cash on time
Every journey crosses four teams and four systems, but the customer sees one company. That only works when the record, the quote ID and the context travel with the customer from the first click to the last payment.
Use cases are illustrative patterns built from the SAP capabilities and references above. AI features depend on licences, AI Units and release; imports from LinkedIn Sales Navigator, Apollo or event apps run through integration.
Sources · SAP-published only
Original PGC Digital content. Customer results are quoted as published by SAP and its customers; PGC Digital was not involved in these projects. Product names belong to SAP SE.
Market-to-cash
Want marketing judged on cash, not clicks? Let me show you the flow from your campaigns to Sales Cloud V2 and S/4HANA.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Home · Insights & Resources · Best-practice guide
Best-practice guide · SAP Commerce Cloud · CPQ · S/4HANA · B2B manufacturing
How manufacturers make the portal the place customers prefer to buy: the architecture, five persona journeys, where AI helps by fit to standard, what AI and delivery cost, and the evidence behind it.
01 · Research-backed
Independent research and SAP customer results point the same way. Every figure links to its source.
SAP customer stories · as reported by SAP
The IDC study was sponsored by Microsoft. Customer results are reported by SAP and its customers; PGC Digital was not involved in these projects.
02 · Solution architecture
Eight stages, six lanes and ten numbered steps, from login to downloaded invoice. Redrawn by PGC Digital from the standard SAP integration pattern.
Swipe the diagram to see all eight stages →
Step 6 asks S/4HANA for the real price, availability and credit status without creating an order, so the cart shows what the ERP will honour.
Quote, cart, order and invoice carry the same ID, whether the quote came from Commerce Cloud or SAP CPQ.
Delivery, status and documents flow back as asynchronous events, so the buyer sees progress without anyone calling.
Read it from top to bottom: the buyer clicks, Commerce Cloud asks, Cloud Integration carries the question safely, and S/4HANA answers with the truth about price, stock and credit.
03 · Persona-based journeys
Pick a persona. Each step shows what they do and where AI helps, marked by fit to standard: Standard (delivered by SAP), Configure (set up, no code) or Extend (built on SAP BTP).
B2B buyerProcurement buyer at a customer plant
Dealer administratorRuns the buying organisation for a dealer or distributor
Key account managerOwns the relationship and the big quotes
Service agentAnswers order, delivery and return questions
Credit & financeProtects cash and credit
AI earns its place at four moments: finding the right part, building the quote, answering “where is my order?” and matching the payment. Everything else just needs good data and a clean process.
04 · A better daily routine
The assistant answers from live SAP context: contract price, stock, delivery and open quotes. Example dialogues with illustrative data.
B2B buyer · 08:10
Can I get 200 more of the 40 mm valve by Friday, same price as last time?
AssistantYes. 160 are in stock at the Pune warehouse and 40 arrive Wednesday, so Friday delivery works. Your contract price of €18.40 applies until 31 December. Shall I add them to a cart against quote Q-2291?
Context usedContract price from S/4HANAAvailability check (ATP)Open quote Q-2291Ship-to: plant 3
Key account manager · 09:00
What do I need to know before my call with the Europe HQ today?
AssistantThree things: orders are up 12% this quarter, two deliveries to the Polish plant were late, and quote Q-2310 for the new line expires Friday. Suggested opener: the late deliveries, then the new quote.
Context usedAccount hierarchyOrders and deliveriesOpen quotesService cases
Service agent · 14:30
Customer says order 4500-1187 is short-shipped.
AssistantDelivery 8001-552 shipped 180 of 200; 20 are back-ordered with a new date of 24 October. Draft reply ready, with the tracking link and the corrected delivery date. Create a follow-up task?
Context usedSales orderDelivery and goods issueBack-order dateCustomer language: German
Conversational access depends on your SAP release, licences and AI Units; assistants grounded in S/4HANA data are configured or extended per tenant.
05 · Best practices
06 · AI cost
From SAP’s published packaging. Unit prices come from your SAP quote, so this estimator counts units, not currency.
AI Units estimator
Multiply by the AI Unit price in your SAP quote. Tiers depend on your package and volume.
07 · Delivery cost
What stays close to your business, what runs from India and Vietnam, and how the mix moves the cost. Enter your own rates or keep the index.
Blended-cost calculator
The default 100 / 45 is an illustrative index, not a PGC Digital rate card. Your proposal gives the real figures.
Take it with you
Business editionPersonas, journeys, AI moments, best practices, AI and delivery cost, first 90 daysTake it with you
Technical editionArchitecture, integration patterns, order simulation, technical best practices, AI architecture, run checklistResearch, SAP sources and customer stories
Original PGC Digital content. Diagrams redrawn by PGC Digital. Third-party figures are quoted from the sources listed; dialogues and cost defaults are illustrative. SAP product names belong to SAP SE.
B2B order-to-cash
Want your portal to be where customers prefer to buy? Let me walk you through the journey for your buyers, dealers and service team.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Home · Insights · SAP Customer Experience (CX) · For SAP CX partners
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
For SAP CX boutiques in Bengaluru, Mumbai, Delhi NCR and Chennai, and anywhere else: specialist capacity for Commerce, Sales & Service and Engagement Cloud, when you need it.
PGC Digital · SAP CX practice · 4 min readPicture a boutique SAP CX partner that has just won a Commerce Cloud rollout. The client wants to start in three weeks, the pipeline needs a Sales Cloud V2 lead, and the AMS contract needs L2/L3 cover from next quarter. Hiring takes months. This is where a specialist delivery partner earns its place: the right profiles, quickly, without the boutique losing its client relationship.
Commerce, Sales & Service or Engagement Cloud, anywhere in the world.
Three profiles per role, picked by our practice heads, within two business days.
Subcontract, white-label, offshore pod or a joint bid.
Rollouts, upgrades and L2/L3 managed services after go-live.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
You choose from a shortlist, not a CV dump.
See PGC Digital staffing modelBid support at the speed of a boutique.
See Managed services offerMulti-country rollouts are our home ground.
See Commerce referencesOne partner across the CX suite, plus BTP, ERP and data.
See Services catalogueSAP Commerce Cloud: B2B and B2C commerce, composable storefront, integrations, upgrades, rollouts and L2/L3 support.
SAP Sales Cloud and Service Cloud: V1 and V2, C4C to V2 migration, CRM integration, implementation and managed services.
SAP Engagement Cloud (formerly Emarsys) and customer data: campaigns, personalisation, integrations and ongoing campaign operations.
Subcontracting: named people on your project, under your lead. White-label delivery: we deliver under your brand. Offshore pod: a stable team for development, testing or AMS. Joint bid: we answer the RFP with you and share the delivery.
A shortlist of three profiles per role within two business days; a non-solicitation agreement so your clients and people stay yours; an MSA and NDA before day one; practice heads across SAP CX, ERP, data and AI agents when the scope grows.
Send a role, a scope or an RFP. We reply with profiles or a fit-gap, team and price within two business days.
We are a boutique too, so we know what a partner needs: fast, named profiles, no poaching of your client or your people, and a delivery team that makes you look good. Partner with us on one role or a full pod, under your brand or as a joint team.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: Delivery capacity for SAP CX partners. One short form, a named PGC Digital lead replies.
Home · Insights · SAP Customer Experience (CX) · Upgrade cadence
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
Monthly Commerce updates, monthly V2 upgrades, quarterly Engagement Cloud releases. A small, steady rhythm beats a big upgrade project every time.
PGC Digital · SAP CX practice · 4 min readThere is no big upgrade project on SAP’s cloud anymore, just a steady drumbeat. SAP Commerce Cloud ships a 2211 update every month, each supported for about six months, and SAP asks customers to update at least twice a year. Sales and Service Cloud V2 upgrade on the first Saturday of each month. Teams that build a rhythm treat every release as a non-event; teams that don’t end up with a blocked build pipeline.
Commerce: monthly updates, one feature drop per quarter. V2: monthly. V1: quarterly releases. Engagement Cloud: quarterly releases.
A regression suite that runs on every update, on a test tenant first.
Decide which new features to switch on, before they switch on by default.
Plan big shifts (like Java 17 → 21) months ahead of their deadline.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Feature drops are quarterly; fixes are monthly.
Staying current with SAP Commerce Cloud monthly update releasesSkip updates for half a year and your pipeline stops.
SAP Commerce Cloud’s versionless journey with the monthly update cycleThe floor, not the target: SAP recommends monthly.
Staying current with SAP Commerce Cloud monthly update releasesMonthly change needs a light, automated smoke test.
SAP Sales Cloud Release Ready KitYour regression window, every quarter.
SAP Learning: after go-liveSAP Commerce Cloud: monthly 2211 updates, each supported for about six months; SAP asks for at least two updates a year and recommends monthly. New features ship switched off, turn on by default after six months and become standard after twelve.
Sales and Service Cloud V2: continuous delivery with a monthly upgrade. C4C V1: quarterly releases, with the test tenant upgraded two weeks before production.
Engagement Cloud: quarterly releases with continuous updates in between.
Monthly: take the update on a test system, run automated regression, promote. Quarterly: a feature adoption review with the business. Twice a year: a health check of custom code against the roadmap.
Framework updates such as Java 17 → 21 / Spring 6 have their own deadlines. Start them two quarters ahead so they never block a build.
help.sap.com holds the binding support policy; read it with your SAP contract before committing dates to the business.
We run “stay current” as a managed service: a release calendar per product, automated regression on every update, a quarterly feature review with the business, and framework moves planned two quarters ahead. Customers stay supported and actually use what they pay for.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: Release and upgrade management. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Engagement Cloud ROI
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
One engagement platform on the same customer record as commerce and sales pays back fast. Here is the evidence and the plan.
PGC Digital · SAP CX practice · 3 min readEuropean Beauty Retailer moved nearly 86 million contacts from SAP Marketing Cloud to SAP Engagement Cloud and replaced Adobe Campaign and other tools along the way. IDC, in a study sponsored by SAP, found a 385% three-year ROI and a 12-month payback across the organisations it interviewed. The question is not whether personalised engagement pays, but how fast you get there.
Today’s tools, licences, campaign time and revenue per channel.
Move SAP Marketing Cloud or other tools onto one engagement platform.
Lifecycle programmes and AI (send time, predictions) on one customer record.
Attribute revenue to automations and report it monthly.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Win-back is where automation earns fastest.
Publicare: Emarsys expert servicesPersonalisation shows up in revenue, not just opens.
SAP Emarsys Q4 2025 product releaseRevenue from lifecycle automations (win-back, cart and browse recovery, replenishment), fewer tools and licences, and faster campaign launches.
Standalone tools can be cheaper for small contact bases. The case for Engagement Cloud grows with contact volume, channels and the value of a native link to SAP Commerce, loyalty and CRM. Compare total cost and revenue impact, not licence price alone.
Readiness check, data migration, integration, enablement, go-live with hypercare. Plan around your contract end dates; pilot one country, then roll out.
Engagement Cloud releases quarterly; a quarterly adoption review keeps new AI features (send-time, predictions) in use.
We build the Engagement Cloud case from your own baseline, migrate customer data before campaigns, and launch revenue programmes (win-back, browse and cart recovery) in the first wave so payback starts early. With SAP Commerce and Sales Cloud on the same record, the ROI compounds.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: SAP Engagement Cloud. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · System consolidation
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
Most CX estates grew one tool at a time. Consolidation is the cheapest transformation: fewer licences, one customer record, one team to run it.
PGC Digital · SAP CX practice · 4 min readPicture a marketing team logging into three tools to send one campaign, with the same customer in each tool and never quite the same. That was normal for many retailers, until they ran every channel from one engagement platform. Danish Retail Group saw revenue climb within five weeks.
A tool per brand, per region, per channel. Duplicate customers, duplicate licences, duplicate run teams.
Keep ERP as the system of record and put one engagement layer around it.
Customer data first, then users wave by wave, then switch off and cancel the old licences.
Automations that run on one customer record bring revenue that several separate tools never could.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Speed: consolidation paid back in weeks, not years.
Most CRM revenue came from automation, which only works on one clean record.
Automated, personalised mails beat broadcast newsletters by a wide margin.
One platform, many countries: scale comes from the template.
A marketing tool per brand, a CRM per region, a service desk per country: each was a good decision at the time. Together they create duplicate customers, duplicate licences and duplicate run teams.
Several marketing instances merged into one engagement platform; regional CRMs merged into one Sales and Service Cloud tenant; one customer record shared with ERP.
Retire, don’t re-platform everything: keep the system of record (usually S/4HANA) and consolidate the engagement layer around it.
1. Inventory every system, licence and interface. 2. Pick the target per capability. 3. Merge customer data first (golden record). 4. Move users wave by wave. 5. Switch off and cancel licences, which is where the savings are booked.
Licences and hosting retired, interfaces removed, duplicate records eliminated, time to launch a campaign or a country.
We start every consolidation with a licence and interface inventory, because the savings case is written there. Then we migrate the customer record before the users, so the first campaign on the new platform already performs better than the old ones.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: CX platform consolidation. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Replatform
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
Dealers and buyers now expect an app-like experience. Replatforming moves commerce to the cloud, separates the front end and keeps ERP as the source of truth.
PGC Digital · SAP CX practice · 3 min readAsian Market-Expansion Group had a commerce estate on premise and a business that wanted to sell in more countries. It moved to SAP Commerce Cloud and set up an omnichannel platform in 90 days, including the migration, then onboarded 27 countries in six months.
An on-premise or 10-year-old portal that is hard to upgrade and slow on mobile.
SAP Commerce Cloud for catalogue, price, cart and order; ERP stays the source of truth.
A headless storefront so the front end changes weekly while the back end stays stable.
One template, country variants, waves of countries.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Replatforming does not have to be a multi-year programme.
A template turns each new country into a configuration task.
Cloud operations change what “an outage” means for the business.
Scale across countries in under 18 months.
A 10-year-old order tool, an on-premise Hybris that is hard to upgrade, or a storefront that cannot keep up with mobile.
SAP Commerce Cloud (CCv2) for catalogue, pricing, cart and order; a composable (headless) storefront for speed of change; SAP Integration Suite to ERP for price, stock, credit and orders.
Legacy portal → SAP Commerce (new build on a template). On-premise Hybris → CCv2 (lift and modernise; data with SAP Commerce DB Sync). Accelerator storefront → composable storefront (front end only, back end stays).
Build one template with country variants for tax, language, payment and logistics, then roll out in waves. This is how multi-country programmes stay affordable.
We replatform template-first: one country goes live, the template is hardened, and every next country is mostly configuration. That is how we run multi-country programmes for references such as a global HVAC leader (21 countries) and a global tyre major (9 countries).
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: SAP Commerce Cloud replatform. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Migration
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
C4C V1 to V2, SAP CRM on-premise to cloud, non-SAP CRM to SAP, and any marketing tool to SAP Engagement Cloud. Each has different risk and effort.
PGC Digital · SAP CX practice · 3 min readEvery SAP CX journey starts from somewhere: an old C4C tenant, SAP CRM on premise, a non-SAP CRM, or a marketing tool. German Motion-Control Maker moved to SAP Sales Cloud and now generates quotes 99% faster. Gulf IT Integrator built a $580M pipeline in its first three months.
The source system decides the risk: same vendor, on premise, or a different vendor.
Two weeks: readiness report, data profile, custom code list, interfaces.
Lift what is standard, rebuild what differentiates, retire the rest.
One country or business unit first, then a release train.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Quotes are where sales time hides: standard processes give it back.
A clean CRM shows pipeline that was already there.
Forecasts become credible across countries.
V1 → V2 can go live for hundreds of users at once.
Same vendor, new platform. Start with SAP’s readiness report: it lists objects, extension fields, adaptations and SDK/PDI add-ons, and which can move. Analytics content and language adaptations are not migrated.
Biggest process change. Re-design around the cloud standard and keep only differentiating custom logic, rebuilt as extensions on SAP BTP.
Data mapping and adoption drive success. Integration to S/4HANA usually gives the business case: quotes, orders and service from one place.
Fastest payback: personalised campaigns from day one, measured in revenue uplift. Consolidate several tools at the same time.
Pick by the system you leave, the processes you change and the data you carry. Run a 2-week assessment before committing the plan.
We run a fixed two-week assessment before any plan: SAP’s readiness report for V1 customers, a data profile and a custom-code list. The path then follows from the facts, not from a slide.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: SAP CX migration. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Migration tools
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
Before buying tooling, use what SAP already gives you. Here is what SAP and partners publish, with costs as published.
PGC Digital · SAP CX practice · 3 min readA migration budget often starts with tooling licences. Yet SAP includes the S/4HANA migration cockpit, publishes an open-source Commerce database sync, and offers a free assessment for PI/PO moves. Nordic Chemicals Group cut development time for new integrations by half after its move.
Included tools and free assessments come first.
Many sources and strict reconciliation justify paid tools.
Cloud credits and free partner periods lower the dual-run cost.
Your time saved is the only number that matters.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
With the right tools the migration fits inside the launch plan.
Implementation inside six months, on budget.
Weeks, not quarters, when the tooling is ready.
From first meeting to go-live in eight months.
Data into S/4HANA: the migration cockpit is included. Commerce to the cloud: SAP’s DB Sync repository. PI/PO to Integration Suite: a free assessment and migration tooling inside Integration Suite.
Many sources, poor quality, strict reconciliation: that is where SAP Advanced Data Migration by Syniti or SAP Data Services earn their licence.
SAP offers cloud credits to offset dual licences and migration costs; partner tools come with free periods. Terms come from your SAP account executive.
Published figures are below. Your own saving depends on volumes and data quality, so measure it in the first wave.
| Tool | Use | Cost (as published) |
|---|---|---|
| SAP S/4HANA migration cockpit (with Migration Object Modeler) | Data migration into S/4HANA, on-premise and cloud | Included: “comes free with SAP S/4HANA” |
| SAP Advanced Data Migration by Syniti | Complex, multi-source data migration and cleansing | Separate licence (paid) |
| SAP Data Services | ETL and data quality for larger migrations | Separate solution (not stated as free) |
| Readiness check: C4C → Sales/Service Cloud V2 | Shows which objects, extension fields, adaptations and SDK/PDI add-ons can move to V2 | Provided by SAP via an incident; cost not stated |
| SAP Learning live session: migrating Sales Cloud V1 to V2 | Tools, options and best practice for the V1 → V2 move | SAP Learning subscription |
| SAP Commerce DB Sync | Copies an on-premise SAP Commerce database to SAP Commerce Cloud (staged, direct, incremental) | Open-source repository from SAP on GitHub (check licence) |
| SAP Integration Suite migration assessment and migration tooling | Plans and automates the move from SAP Process Orchestration (PI/PO) | Free assessment on application; tooling inside Integration Suite |
| Partner tools: Figaf migration edition, Int4 Shield Lite | PI/PO migration, testing and DevOps | Free access up to 12 months (per SAP page) |
| SAP cloud credits for migration | Offset dual licences and migration costs | Incentive; terms via SAP account executive |
We price migrations with the included SAP tools as the default and add paid tools only where the data needs them. Customers see the tool line in our estimate with a reason next to it.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: SAP CX migration. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Data migration
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
Go-lives slip on data, not on code. Customer master, price and stock decide whether the first order works.
PGC Digital · SAP CX practice · 3 min readThe night before go-live, the first test order fails: the ship-to party has two payers and the price is missing. Most programmes have lived that night. US Mailing-Tech Company went the other way: it simplified first, cutting case closure codes from 120 to 9 and cost centres from 1,443 to 71.
How ERP and the new platform represent payers, ship-tos and contacts.
Fix at source, with owners and rules.
Two full trial loads with reconciliation counts.
Golden record and ownership after go-live.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Simplifying codes before migrating removes errors you would otherwise carry forward.
Fewer objects, fewer mistakes, faster loads.
Clean data also lowers the cost of running the system.
A large, accurate catalogue is a data achievement.
Map how ERP represents payers, ship-to parties and contacts, and how commerce or CRM will. Shared contacts and multiple payers are where duplicates appear.
Agree definitions, owners and quality rules. Fix at source, not in the migration file.
At least two full trial loads with reconciliation counts before cut-over. Keep the delta (incremental) load small.
A golden record and data governance after go-live, otherwise the old problems return within a year.
Data is a workstream with its own lead in every PGC Digital plan, starting in week one. We rehearse loads twice and hand over a governance model, not just a migrated database.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: Data migration. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Code migration
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
Custom code is the anchor that stops upgrades. Moving it out of the core makes the next upgrade a non-event.
PGC Digital · SAP CX practice · 3 min readA ten-year-old CRM can carry hundreds of custom scripts. Each upgrade means re-testing them all. Moving that logic out of the core, to side-by-side extensions on SAP BTP, turns the next upgrade into a non-event. Global Food Major deploys digital assets ten times faster with SAP BTP.
Every custom object: replace, rebuild or retire.
CAP services, workflow and SAP Build on BTP; APIs and events only.
Automated tests per extension.
The core stays standard, so upgrades stop breaking things.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Extensions on BTP move faster than code inside the core.
Standard processes, automated, with less custom code to maintain.
A headless front end lets you change the experience without touching the back end.
Front ends in days when the back end is clean.
Replace with standard, rebuild as an extension, or retire. SAP’s V2 readiness report flags SDK/PDI add-ons that need rework.
CRM logic: SAP BTP (CAP services, workflow, SAP Build) with events and APIs. Commerce front end: composable storefront (headless) talking to OCC APIs. Integration: Integration Suite iFlows.
No changes inside the core, APIs and events only, automated tests for each extension, and one backlog for all custom work.
We classify custom code in the first two weeks and show the customer how much can simply be retired. Rebuilt logic goes to BTP with tests, so our managed services team can keep upgrades routine.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: Extensions on SAP BTP. One short form, a named PGC Digital lead replies.
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Home · Insights · AI: Value to Autonomy · AI basic vs premium
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
SAP includes base AI in cloud subscriptions. Premium AI is bought as AI units. Knowing the line helps you start without a budget fight.
PGC Digital · SAP CX practice · 3 min read“We don’t have an AI budget” is the most common reason CX teams wait. But SAP includes Joule base in its cloud subscriptions at no extra cost. Premium AI is bought as AI units, from 8 down to 1 per user per month as volume grows. Start with what is free, then measure.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Service levels hold when AI helps first response.
AI-assisted content at catalogue scale.
Better content, more leads, with no traffic increase.
Adoption rises when tools fit the seller’s day.
Joule base: natural-language navigation, help content, simple create/read/update/delete and document grounding. Plus the AI features SAP ships inside each cloud product.
Joule Premium packages per business area, including customer experience, priced per user per month in AI units, plus consumption services such as document grounding at scale.
Turn on everything included first and measure use for one quarter. Then buy premium for the roles where time saved is proven: sales reps, service agents, campaign managers.
We switch on included AI in every project and baseline it for one quarter. Then we size premium AI units by role, so the CFO sees hours saved before the purchase order.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: SAP Business AI in CX. One short form, a named PGC Digital lead replies.
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Home · Insights · AI: Value to Autonomy · AI cost savings
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
Savings come from hours given back to people and tickets that never get raised. Use the calculator with your own numbers.
PGC Digital · SAP CX practice · 3 min readIndian Steel Major cut the time to analyse, confirm and process profitable orders from seven days to one. NZ Building-Materials Group delivers service 40% faster. That is the kind of time automation and AI give back. Use the calculator below to estimate yours.
Summaries, drafts, self-service answers, ticket triage.
Hours per role and tickets per month today.
Included AI, then premium for two roles, then self-service.
Only where work is removed or redeployed.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Days become hours when the order check is automated.
Faster service is the visible side of saved hours.
Manual work is the first cost to fall.
Forecasting time halves with the right tool.
Summaries of accounts and cases, drafted e-mails and quotes, self-service answers, and agents that triage and route tickets.
Quarter 1: switch on included AI, baseline hours and ticket volumes. Quarter 2: premium for two roles. Quarter 3: self-service and ticket deflection. Quarter 4: measure and scale what worked.
Count saved hours only where work is removed or redeployed. Subtract AI units, change effort and support.
Defaults are placeholders, not benchmarks. Enter the AI-unit price from your SAP quote; SAP publishes the units per user (8 → 1 by volume tier), not the price.
We write AI savings into the business case only with a baseline and a named owner per role, and we report them monthly in managed services. If a role does not save hours, we stop paying for its premium AI.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: AI for CX operations. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Experience of existing teams
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
The best CX programmes give sales, service and marketing teams time back before they hire anyone new.
PGC Digital · SAP CX practice · 3 min readAt the US Pro Hockey Club, season-ticket renewal rose from 71% to 87%, and venue reporting takes 12 hours less. The same people did the work, with better tools. That is the story to tell your teams.
Admin, copy-paste, chasing information across systems.
One view, guided steps, AI drafts and summaries.
Train champions who coach their colleagues.
Publish hours saved each month.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Better tools showed up where it counts: renewals.
Reporting time given back to the team.
People like systems that save them time.
Adoption is the real go-live.
Guided selling, AI summaries and drafted e-mails mean less admin and more customer time.
One case view with ERP data, self-service for routine questions and faster resolution.
Segments and journeys built by the business, not IT; product content and campaigns launched in days.
Train key users first, make them coaches, and publish the time saved each month.
Our rollouts include key-user programmes and a monthly adoption report. We judge a go-live by how many people use the system in month three, not by the cut-over date.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: Adoption and managed services. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · New revenue streams
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
B2B self-service, D2C shops, marketplaces and loyalty turn a cost centre into a sales channel.
PGC Digital · SAP CX practice · 3 min readWhen Indian Paints Entrant put its dealers online, monthly order value grew six-fold and sales orders rose 600% within five months. Global Mining Major sold $600M through the miner's supplier portal. Commerce stopped being a cost line and became a channel.
Dealers order, pay and reorder 24×7.
D2C shops and marketplaces next to partners.
Personalisation and loyalty bring customers back.
One country, one segment, 90 days, then scale.
Each number is as published by the customer, SAP or a partner. Links open in a new tab.
Dealers order more when ordering is easy.
B2B commerce at commodity scale.
B2B online stores double sales year on year.
Email becomes a growth channel with automation.
Dealers and distributors order, pay and reorder 24×7; sales teams sell instead of answering queries.
Brands sell direct alongside partners; marketplaces add merchants without adding stock.
Personalised campaigns, loyalty and parts or service portals create repeat revenue.
One country, one segment, a 90-day launch, then scale the template.
We help customers pick the first revenue stream that pays back fastest, usually B2B self-service, and launch it in one country before the template travels. Our references with a global tyre major and a global HVAC leader followed that pattern.
Numbers are as published by each customer, SAP or partner; open the card for the full story.
Offering: Commerce and engagement growth. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Case study
Industry story based on public SAP customer sources (SAP customer story 2025, SAP Best Run finalist document 2024). It is not a PGC Digital client engagement; the customer is described by industry and region. Every number links to or names its source.
Static site, spreadsheets per business unit and scattered marketing became one headless SAP Commerce experience wired to Sales Cloud, Emarsys and ERP. Leads rose 92% in a fortnight on the same traffic.
PGC Digital · SAP CX practice · based on public SAP and the trust sponsor sourcesA plant engineer needs a chemical, fast. She asks an AI assistant, skims three supplier sites and only then talks to a rep. Before 2024, ANZ Chemicals Distributor’s site couldn’t meet her: a static page, product data in spreadsheets, each business unit marketing on its own. In 2024 ANZ Chemicals Distributor launched one headless SAP Commerce experience with 18,000+ products, routed every enquiry to the right expert in Sales Cloud and followed up through Emarsys. Within a fortnight, commercial leads were up 92% without a single extra visitor.
Buyers research alone, across many channels, and increasingly with AI. If your products are not findable, complete and consistent online, you are not on the shortlist.
Left: what ANZ Chemicals Distributor had before, by business unit. Right: one headless experience on SAP Commerce Cloud, wired to Sales Cloud lead routing, Emarsys account engagement and SAP ERP. Tap a component.
Tap a component to see what the document says about it. Tap a connection to see what flows over it.
Illustrative mock-ups with fictional names and data, not ANZ Chemicals Distributor screens. They show the experience, not measured results.
Concentrated sodium hydroxide for pH correction and cleaning-in-place. Supplied in returnable IBCs from local sites.
Buyers find, compare and enquire without calling. One catalogue replaces BU spreadsheets.
| SAP AI feature | Licence | Agent / assistant | Status | |
|---|---|---|---|---|
| CX AI Toolkit · Product Descriptions SAP Commerce Cloud | Premium · AI units | — | live product page | |
| Catalog Optimization Agent SAP Commerce Cloud | Premium · AI units | Catalog Optimization Agent | product page; date not stated | |
| AI-assisted Content Composer (e-mail content) SAP Engagement Cloud | Not stated · confirm with SAP | — | pilot Q2 2026 → GA Q3 2026 (release notes) |
The right expert gets the lead with the buyer’s context, so the first call is useful.
| SAP AI feature | Licence | Agent / assistant | Status | |
|---|---|---|---|---|
| Lead routing / assignment rules SAP Sales Cloud | Configuration · no AI | — | standard | |
| Lead Intelligence (AI lead scoring) SAP Sales Cloud V2 | Premium · AI units | — | product page says AI units; an SAP course lists lead scoring as base AI: confirm | |
| Lead Booster SAP Sales Cloud V2 | Joule Premium for CX | — | in Joule Premium for customer experience | |
| Deal Qualification Assistant Joule for CX | Not stated · confirm with SAP | Deal Qualification Assistant | announced; GA planned Q1 2027 (analyst report) |
Dear customer, this month we are pleased to share updates from all our business units…
Hi Sam, your plant usually reorders in the first week of the month. Here are this quarter’s handling updates for municipal water operators.
Relevant messages get read; irrelevant ones push buyers away (73% avoid suppliers that send them, per Gartner).
| SAP AI feature | Licence | Agent / assistant | Status | |
|---|---|---|---|---|
| B2B account- and buyer-level personalisation SAP Engagement Cloud | Included (base AI) | — | base plan includes “embedded predictive and generative AI” | |
| AI subject-line and pre-header generators SAP Engagement Cloud | Included (base AI) | — | listed on the AI marketing page | |
| Product Recommendation Agent · Audience Identification Agent SAP Engagement Cloud | Not stated · confirm with SAP | Product Recommendation / Audience Identification Agent | date not stated | |
| Joule with Engagement Cloud SAP Engagement Cloud (Enterprise Edition) | Not stated · confirm with SAP | Campaign Assistant · Content Assistant | Early Adopter Care, Q2 2026 |
Clean specs, documents and availability let AI assistants find and cite you.
| SAP AI feature | Licence | Agent / assistant | Status | |
|---|---|---|---|---|
| Storefront MCP server for SAP Commerce Cloud SAP Commerce Cloud | Not stated · confirm with SAP | — (lets external AI agents query the catalogue) | announced Jan 2026, planned Q2 2026 | |
| Shopping Agent CX AI Toolkit (Commerce) | Premium · AI units | Shopping Agent | GA Q2 2025 | |
| Catalog Optimization Agent SAP Commerce Cloud | Premium · AI units | Catalog Optimization Agent | date not stated |
Reps start the call informed; time goes to the customer, not to systems.
| SAP AI feature | Licence | Agent / assistant | Status | |
|---|---|---|---|---|
| Account Synopsis SAP Sales Cloud V2 | Premium · AI units | — | product page: AI units required | |
| Deal Intelligence (win score) SAP Sales Cloud V2 | Included (base AI) | — | product page: AI units “not currently required” | |
| Joule in SAP Sales Cloud SAP Sales Cloud | Not stated · confirm with SAP | Joule | Early Adopter Care, Feb 2025 | |
| Sales Assistant · Deal Closing Assistant Joule for CX | Not stated · confirm with SAP | Sales / Deal Closing Assistant | announced; GA planned Q1 2027 (analyst report) |
Different messages for different intent, delivered when each person reads mail.
| SAP AI feature | Licence | Agent / assistant | Status | |
|---|---|---|---|---|
| Send Time Optimization SAP Engagement Cloud | Premium · AI units | — | product page: AI units required (base plan mentions embedded predictive AI: confirm) | |
| AI Scores (predictive scoring) SAP Engagement Cloud | Not stated · confirm with SAP | — | product page | |
| Predictive AI segments (mobile push) SAP Engagement Cloud | Not stated · confirm with SAP | — | pilot, Q4 2025 |
Hunting starts from proven fit, then the cadence and content do the rest.
| SAP AI feature | Licence | Agent / assistant | Status | |
|---|---|---|---|---|
| Look-alike audiences via Digital Ads (Facebook, Google, LinkedIn, TikTok, Criteo) SAP Engagement Cloud | Not stated · confirm with SAP | — | live product page; contact-level, not account-level | |
| Account-level B2B look-alike scoring SAP CDP / Sales Cloud + SAP BTP AI | Custom build | — | no standard SAP feature found; PGC builds on BTP |
Included in SAP cloud subscriptions at no extra cost, plus Joule base (navigation, help, simple actions).
Prepaid yearly credits from one pool, expiring after 12 months. Joule Premium for customer experience includes Image Generation and Lead Booster; SAP’s course example prices it at 8 AI units per user per month (falling with volume).
Rules such as lead routing and segment logic: standard functionality, no AI licence.
Read more: SAP Business AI pricing ↗ · SAP Learning: Joule commercial model ↗. SAP product pages say whether AI units are required; where pages disagree we say “confirm with SAP”.
| Agent / assistant | Product | Status | |
|---|---|---|---|
| Shopping Agent | CX AI Toolkit · Commerce | GA Q2 2025 | |
| Quote Creation · Q&A · Classification · Knowledge Base Article · Digital Service Agents | CX AI Toolkit · Sales & Service | GA Q2 2025 | |
| Catalog Optimization Agent | Commerce Cloud | AI units; date not stated | |
| Audience Identification · Product Recommendation Agents | Engagement Cloud | date not stated | |
| Joule in Sales Cloud | Sales Cloud | Early Adopter Care, Feb 2025 | |
| Joule with Engagement Cloud | Engagement Cloud Enterprise Edition | Early Adopter Care, Q2 2026 | |
| Joule Assistants: Campaign, Content, Deal Closing, Merchandising, Order Management, Deal Qualification, Case Management, Sales, Shopping, Self-Service | SAP CX | announced; analysts report GA planned Q3 2026 → later Q1 2027 |
Revenue is not disclosed. EBITDA is reported by the owner, a listed infrastructure trust. The growth reflects the whole business (manufacturing, distribution, acquisitions); the sources do not attribute it to the digital programme, and neither do we.
AI-enabled, connected commerce is where B2B growth is moving: buyers go online first, and suppliers with one connected experience win the shortlist.
ANZ Chemicals Distributor shows the order that works: connect the systems you already own, put one complete catalogue in front of buyers, route every enquiry to a person, and let the data loop back into marketing. Then add AI where it pays: product content at scale, rep summaries and predictive segments. As a boutique SAP CX team we build that path in phases, starting with the public headless experience and lead routing, then logged-in self-service and AI.
Plan your connected B2B experience →Offering: SAP Commerce Cloud, Sales Cloud and Engagement Cloud. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Developer guide
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
If you grew up on items.xml, FlexibleSearch, OCC and Spartacus, here is Emarsys explained in the same terms: evolution, side-by-side concepts, architecture, data flows, code and skills.
PGC Digital · SAP CX practiceHybris taught a generation of SAP developers to think in layers: a type system in items.xml, FlexibleSearch for queries, DAOs and services in Java, Spring MVC on top, then OCC and Spartacus to go headless. SAP Engagement Cloud, formerly Emarsys, looks different because it is SaaS: there is no code to deploy inside it. But the same layers are there: a data model, a query layer, business logic, APIs, a front-end library and integration. Map one to the other and Emarsys stops being a black box.
| Layer | SAP Commerce (Hybris) | SAP Engagement Cloud (Emarsys) | What changes for you |
|---|---|---|---|
| Data model | items.xml type system → generated models, DB tables | Contact fields (by numeric field ID; email = field 3), contact lists, Relational Data, sales data and product catalog | You configure fields; you don’t generate tables. Use a stable customer ID field, not email, as the key. |
| Query | FlexibleSearch → SQL against the type system | Segments (UI rules) for activation; Open Data in Google BigQuery for SQL analytics | Think “segment definition”, not query code. SQL is for reporting. |
| Data access layer | DAO with FlexibleSearchService; ModelService for create/update/delete | Core REST API (contacts, lists, events), Sales Data API, Product Catalog API | No DAO in your code: Emarsys is SaaS; you call its APIs from your integration layer. |
| Business logic | Java services and strategies (Spring beans) | Interactions / Automation Center programs (entry points, waits, splits, actions) | Business users model journeys visually; developers feed the events and data. |
| Promotions / rules | Drools-based rule engine | Program logic, segments, Predict recommendations, vouchers in campaigns | Commerce still prices and promotes; Emarsys personalises the message. |
| Search / merchandising | Solr | Predict (recommendations from behaviour, sales and catalog) | Predict needs Web Extend data, sales data and the product catalog. |
| API layer | OCC REST (Spring MVC controllers, DTOs) | Core API v2 (WSSE, being sunset) and v3 (OAuth 2.0 / OpenID Connect) | Same discipline as OCC: versioned contracts, auth, rate limits (1,000 requests/min per key). |
| Front end | JSP + tags → Spartacus / composable storefront (Angular) | Web Extend JavaScript (command arrays such as view, cart, purchase, setCustomerId, go); Mobile Engage SDK | Web Extend sits inside your storefront; it doesn’t replace it. |
| Security | Spring Security (login, registration, OAuth for OCC) | API credentials with endpoint permissions; OpenID Connect; consent and opt-in fields | Least privilege: enable only the endpoints each integration needs. |
| Extensions | Add-ons and extensions (extensioninfo.xml, localextensions.xml) | Connectors (SAP Commerce Cloud, Customer Data Cloud, CDP), External Content, Data Connectors | Prefer the standard connector; build custom only where needed. |
| Integration | RFC / IDoc, Data Hub, Integration Suite (CPI), Integration Objects + webhooks | Commerce Cloud Connector (outbound sync + webhooks), CPI iFlows, Zero-ETL Relational Data | Same CPI skills: Groovy, mappings, OData, retries. |
| Build and release | Ant/Gradle builds, Cloud Portal deployments, monthly 2211 updates | SaaS: quarterly product releases, nothing to deploy; you test programs and integrations | Release work moves from code to configuration review. |
Four layers: interfaces bring data in, the data layer holds contacts, behaviour, sales and products, the engagement layer decides who gets what and when, and channels deliver it. Tap any module.
Tap a component to see what the document says about it. Tap a connection to see what flows over it.
Commerce stays the system for buying; Engagement Cloud owns the conversation. The standard SAP Commerce Cloud Connector syncs contacts, consent, events and products; Integration Suite carries orders and ERP data; Customer Data Cloud handles identity and consent. Tap a connection for what flows over it.
Tap a component to see what the document says about it. Tap a connection to see what flows over it.
The SAP Commerce Cloud Connector (configured in Engagement Cloud) covers contacts with consent, products and real-time cart, order, registration, review and opt-in events. It needs Commerce Cloud 2105 or later and the eight integration extensions listed in the code section.
Integration Suite iFlows fill gaps: orders as sales data (OData → XSLT → CSV → Sales Data API), S/4HANA business partners and orders, or events the connector does not send. Customer Data Cloud or CDP (not both) handle identity and consent.
One shopper journey across SAP Commerce and SAP Engagement Cloud. Press Play to step through it.
Tap a component to see what the document says about it. Tap a connection to see what flows over it. Use Play to walk through the steps.
Green tag = taken from a cited source; amber = illustrative pattern by PGC Digital. Check names against the developer portal for your account before use.
// emarsys-tracking.service.ts — illustrative. Load the official Web Extend
// script from your Engagement Cloud account first; commands are arrays.
import { Injectable } from '@angular/core';
declare global { interface Window { ScarabQueue: any[] } }
@Injectable({ providedIn: 'root' })
export class EmarsysTrackingService {
private q() { return (window.ScarabQueue = window.ScarabQueue || []); }
identify(customerId?: string) { if (customerId) this.q().push(['setCustomerId', customerId]); }
view(productCode: string) { this.q().push(['view', productCode]); }
cart(entries: {code: string; price: number; qty: number}[]) {
this.q().push(['cart', entries.map(e => ({ item: e.code, price: e.price, quantity: e.qty }))]);
}
purchase(orderId: string, entries: any[]) {
this.q().push(['purchase', { orderId, items: entries }]);
}
send() { this.q().push(['go']); } // flush the queue once per page view
}Read more: Emarsys dev portal: Web Extend command overview ↗
<!-- localextensions.xml (excerpt) — extensions the SAP Commerce Cloud
Connector for Engagement Cloud relies on, per SAP Learning -->
<extension name="integrationbackoffice"/>
<extension name="integrationservices"/>
<extension name="odata2webservices"/>
<extension name="outboundservices"/>
<extension name="outboundsync"/>
<extension name="outboundsyncbackoffice"/>
<extension name="webhookbackoffice"/>
<extension name="webhookservices"/>Read more: SAP Learning: SAP CX integrations and connectors (Engagement Cloud) ↗
// Illustrative: push a business event to Engagement Cloud from SAP Commerce.
// Prefer the standard connector / webhooks; use this pattern for gaps only.
public class LoyaltyTierChangedListener extends AbstractEventListener<LoyaltyTierChangedEvent> {
private EngagementCloudClient engagementClient; // your REST client (OAuth, retries)
private ConfigurationService configurationService;
@Override
protected void onEvent(final LoyaltyTierChangedEvent event) {
final String eventId = configurationService.getConfiguration()
.getString("engagement.event.tierchanged.id");
engagementClient.triggerExternalEvent(eventId,
event.getCustomer().getCustomerID(), // stable key, not email
Map.of("tier", event.getNewTier(), "site", event.getSite().getUid()));
}
}Read more: SAP Learning: applying external events ↗
# Endpoints listed by SAP Learning for v3 external events
POST /v3/event # create event
GET /v3/event/{eventId} # read
POST /v3/event/{eventId}/trigger # trigger for a contact ← starts an Interactions program
# Illustrative request (check field names in the dev portal)
POST /v3/event/{eventId}/trigger
Authorization: Bearer <access token from OpenID Connect client credentials>
Content-Type: application/json
{ "key_id": "<your customer-ID field id>", "external_id": "C-100234",
"data": { "tier": "GOLD", "site": "electronics" } }Read more: SAP Learning: applying external events ↗
// Legacy v2 auth: X-WSSE header. New accounts use OAuth / OpenID Connect;
// WSSE is deprecated with a sunset announced (check the date on the dev portal).
import java.security.MessageDigest
def user = "<api user>"; def secret = "<api secret>"
def nonce = UUID.randomUUID().toString().replace('-', '')
def created = new Date().format("yyyy-MM-dd'T'HH:mm:ssXXX", TimeZone.getTimeZone('UTC'))
def sha1 = MessageDigest.getInstance('SHA-1')
.digest((nonce + created + secret).getBytes('UTF-8')).encodeHex().toString()
def digest = sha1.getBytes('UTF-8').encodeBase64().toString()
message.setHeader('X-WSSE',
"UsernameToken Username=\"${user}\", PasswordDigest=\"${digest}\", Nonce=\"${nonce}\", Created=\"${created}\"")Read more: Emarsys dev portal: authentication (WSSE deprecation, v3 OAuth) ↗
# file name starts with sales_item, UTF-8, header row, ends with an empty line
# required: item, price, order, timestamp, customer (or email), quantity
# returns: negative price and quantity; custom columns prefixed i_ f_ t_ s_
item,price,order,timestamp,customer,quantity,s_channel
SHI106S17_Sky,20.30,341472,2021-12-16T10:02:00-05:00,C-100234,1,ONLINE
let config = EMSConfig.make { builder in
builder.setMobileEngageApplicationCode(<applicationCode: String>)
builder.setMerchantId(<merchantId: String>)
}
Emarsys.setup(config: config)
// Use a stable customer-ID field, not email (field 3), as contactFieldId
Emarsys.setContact(<contactFieldId: NSNumber>, <contactFieldValue: String>) { error in }Read more: GitHub: Emarsys iOS SDK wiki ↗
-- Illustrative: view names differ per account; check your Open Data dataset.
SELECT DATE(event_time) AS day, campaign_id, COUNT(*) AS clicks
FROM `<project>.<dataset>.email_clicks_<customer_id>`
WHERE event_time >= TIMESTAMP_SUB(CURRENT_TIMESTAMP(), INTERVAL 30 DAY)
GROUP BY day, campaign_id
ORDER BY day;Read more: Emarsys help: Open Data overview ↗
Tap any module in the architecture diagrams to see its role, skills and tools too. Levels are PGC Digital staffing guidance.
| Role | Core skills | Modules |
|---|---|---|
| Solution architect (SAP CX) | Whole landscape: connector vs custom, data model, consent, NFRs | All modules |
| Commerce developer | Java/Spring, Integration Objects, webhooks, OCC, composable storefront | Commerce core, OCC REST APIs, Integration Objects + webhooks, odata2webservices, Composable storefront, Product catalog |
| Integration developer (BTP) | CPI iFlows, Groovy/XSLT, OAuth, Event Mesh | Integration Suite (CPI), Event Mesh, Core REST API, Sales Data API |
| Engagement Cloud consultant | Contacts, segments, Interactions, Predict, channels | Contacts & fields, Segments, Interactions, Predict, Email, Push & in-app |
| Front-end / mobile developer | Web Extend, Angular, mobile SDKs | Web Extend, Composable storefront, Mobile Engage SDK, Web personalisation |
| Data / BI engineer | Sales data, Relational Data, Open Data (BigQuery) | Sales data, Relational Data, Open Data, Behaviour |
| Identity & consent consultant | Customer Data Cloud / CDP, GDPR | SAP Customer Data Cloud, SAP CDP, Contacts & fields |
| Area | SAP Commerce | SAP Engagement Cloud |
|---|---|---|
| Front end | JSP, tag libraries, Bootstrap, LESS/Grunt (accelerator); Angular, TypeScript, PWA (composable storefront) | JavaScript for Web Extend; HTML/CSS email templates and blocks; Mobile SDKs (Swift, Kotlin, React Native, Flutter) |
| Back end | Java, Spring, type system (items.xml), FlexibleSearch, services and strategies, ImpEx | No server code inside Engagement Cloud: REST clients, auth, retries and idempotency in your integration layer |
| Data | Type system, FlexibleSearch, Solr indexing | Contact field design, segments, sales data files, product catalog, SQL in BigQuery (Open Data), Relational Data |
| Logic | Drools rule engine (promotions), business processes | Interactions programs: entry points, waits, splits, A/B tests; Predict logic |
| Integration | OCC, Integration Objects, webhooks, CPI, RFC/IDoc to ERP | Commerce Cloud Connector setup, CDC/CDP connectors, CPI iFlows (Groovy, XSLT, OData), OAuth / OpenID Connect |
| Security & privacy | Spring Security, OAuth for OCC | API credential permissions, consent and opt-in fields, GDPR handling |
| Operations | Cloud Portal builds, monthly 2211 updates | Quarterly product releases, deliverability, program monitoring, data quality |
Our SAP CX practice started on Hybris, so we read Engagement Cloud through a Commerce lens: standard connector first, a stable customer ID as the key, consent designed in, and Integration Suite only for the gaps. That keeps Commerce and Engagement Cloud upgrade-safe, and gets the first revenue program live in weeks.
Plan your Commerce + Engagement Cloud integration →Offering: SAP Engagement Cloud integration. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Library
Customer numbers are as published by the customer or SAP, with the source named on each card. Customers are described by industry and region.
Who grew revenue, sped up orders or cut cost with SAP Commerce Cloud, what they changed, and where each number comes from.
PGC Digital · SAP CX practiceRevenue doubled, orders processed in a day instead of a week, claims handled in half the time: these are published results from companies that put their buyers on SAP Commerce Cloud. We checked each one against its source; 19 of 23 stories show the number on the source page.
Green = number seen on the source page; amber = page found but not every number shown. Links open in a new tab.
Problem: Legacy e-commerce could not handle the volume and frequency of custom-cut orders; scalability, siloed data and engagement issues.
US Metals E-tailer replaced a legacy storefront with SAP Commerce Cloud to sell cut-to-size metals and plastics and added a Mirakl-based marketplace. Over three years revenue doubled and profit tripled.
PGC view: marketplace operations + Commerce/Emarsys run support (seller onboarding, catalogue/integration AMS) for metals distributors.
Problem: Customer data spread across 3 platforms; needed digital-first, consistent omnichannel engagement and loyalty.
German Jewellery Retailer connected 200+ stores to its webshops on SAP Commerce Cloud and used SAP Emarsys for loyalty, mobile wallet and campaigns. Revenue rose 30-40% year on year, with 99.9% availability through a 150% holiday traffic spike.
PGC view: peak-season (Q4) Commerce Cloud hypercare + Emarsys campaign operations as a managed service for omnichannel retailers.
Problem: Needed to extend an on-premise storefront to omnichannel service and multistore e-commerce; consolidate data, innovate faster, cut cost.
Czech Bathroom Retailer moved its storefront to SAP Commerce Cloud to support omnichannel service and new e-commerce markets. The case study reports a 12% rise in turnover and 110% more online transactions.
PGC view: multi-country storefront AMS + Integration Suite monitoring as the retailer expands into new markets.
Problem: Existing e-commerce tool had to become scalable and more user-centric to support growth.
Dutch Appliances Maker's SAP Innovation Awards 2026 entry describes rebuilding its global B2B e-commerce platform on SAP Commerce Cloud. It reports doubled platform sales, NPS up 35 points and 53% less claims processing time.
PGC view: global B2B portal run + claims/service process enhancements as continuous-improvement AMS.
Problem: Needed a robust digital platform to drive growth and optimise inquiry-to-order processes; move beyond transactional commerce.
Indian Steel Major built its E-Sales B2B commerce site on SAP Commerce Cloud with CPQ and S/4HANA integration. SAP value stories report 60% retail registration/conversion, order confirmation cut from 7 days to 1, and 50% faster order creation.
PGC view: CPQ/AVC + Commerce-S/4 integration AMS for steel and metals majors in India; strong local reference.
Problem: Aging on-premise e-commerce system reached end of mainstream maintenance; needed security, less technical debt, standard architecture.
European Aerospace Major migrated its on-premise e-commerce to SAP Commerce Cloud to cut technical debt and standardise. The services portal serves 15,000 customers in 98 countries, and European Aerospace Major plans CPQ/S/4HANA integration for direct B2B sales.
PGC view: post-migration Commerce Cloud run + CPQ/S/4 integration build-out (next phase) for aerospace aftermarket.
Problem: Ordering, tracking and invoicing for business customers relied on slow, error-prone phone calls; needed infrastructure for global scale.
Global Food Major's global cloud transformation story includes a SAP Commerce Cloud self-service portal that lets retailers, wholesalers, supermarkets and distributors order and pay online. The other metrics on the page concern the overall RISE/S/4HANA move rather than commerce specifically.
PGC view: B2B portal enhancements + run for CPG distributor/retailer ordering at market level.
Problem: Expand B2B online ordering and deliver consistent omnichannel customer experiences.
European Bottler scaled B2B online ordering on SAP Commerce Cloud with SAP Customer Data Cloud for login. Over 160,000 business customers place 130,000+ orders a month, and releases moved from 8-weekly to 2-weekly.
PGC view: high-cadence release management + CDC identity support for a bottler's B2B ordering at 130k orders/month.
Problem: Outgrowing legacy systems; no real-time customer insight.
Maxim modernised its e-commerce on SAP Commerce Cloud with SAP Customer Data Cloud to unify customer insight. The case study claims nearly 10x revenue growth.
PGC view: high-tech B2B commerce + CDC run support.
Problem: Online was only 2% of sales in 2019; needed integrated omnichannel platform.
Chilean sportswear retailer Chilean Sportswear Retailer unified 9 e-commerce sites on SAP Commerce Cloud with S/4HANA Retail and CAR. Online sales grew 627% in 2020, rising from 2% to 16% of total sales.
PGC view: LATAM multi-site retail run + CAR/S/4 Retail integration support.
Problem: Scalability limits, fragmented data, inventory updated only once a day during rapid expansion.
Turkish Fashion Retailer combined SAP Commerce Cloud, S/4HANA for fashion and CAR to give real-time inventory across channels. Average basket value rose 30%, and online grew from 6% to 25% of the business.
PGC view: fashion retail unified-commerce AMS (inventory sync, CAR).
Problem: Selling complex configurable machines while preserving dealer autonomy (own pricing, GDPR data).
German Process-Machinery Group gave dealers and OEMs a CPQ and dealer-CRM solution on SAP for configurable machines. 85% of quotes are now dealer-handled, offer preparation is 30% faster, and delivery performance exceeds 95%.
PGC view: CPQ/configuration AMS for dealer networks in industrial manufacturing.
Problem: Needed web-first UX and e-commerce; consolidate 3 companies on one ERP ('One Powell').
Powell consolidated three companies on SAP S/4HANA and launched SAP Commerce Cloud with a four-person IT team. It reports >50% faster order processing and expects revenue to double within five years.
PGC view: distributor Commerce + S/4 integration run with a lean client IT team (ideal managed-service fit).
Problem: Unify 15 legacy systems; realign sales and marketing around the customer for B2B commerce.
German Technology Major unified 15 legacy systems on the SAP CX portfolio for B2B commerce. Campaign execution time fell from 30 days to one hour.
PGC view: consolidated CX suite run (Commerce + Sales/Service) across many countries.
Problem: Rising expectations for 24x7 online ordering while keeping personal rep service.
ANZ Beverage Maker added 24x7 online ordering for about 3,000 customers on SAP Commerce Cloud and gave 200 reps real-time data. The page claims fewer errors and less manual effort without figures.
PGC view: ANZ beverage B2B ordering run + sales/service cloud support.
Problem: Expensive, hard-to-scale on-prem infrastructure; wanted unified, personalized B2B e-commerce across 3 sites and simpler login.
Arrow moved its B2B e-commerce from on-premise to SAP Commerce Cloud across three websites and three global data centers, with about 10 million items. Cost and personalization benefits are not quantified.
PGC view: large-catalogue feed/integration AMS for distributors after cloud migration.
Problem: 13 web systems across 37 countries, multiple ERPs, siloed B2B/B2C sites, inconsistent brand.
Japanese Imaging Maker consolidated 13 web systems in 37 countries onto SAP Commerce Cloud. The initial rollout took 6-7 months, and each new country about 2.5 months.
PGC view: country rollout factory + global template AMS.
Problem: COVID-19 order surge; needed scalable B2B self-service and no manual data queries.
Malaysian Glove Maker's SAP Commerce Cloud B2B platform absorbed a 2.5x traffic surge during COVID-19 after capacity was doubled over a weekend.
PGC view: peak-scaling and performance-monitoring managed service.
Problem: Underused online platform; buyers wanted 24x7 self-service, complex configuration, fast quotes, transparent pricing.
US Tooling Maker added configuration and pricing to SAP Commerce Cloud. Quotes dropped from hours to minutes, and quote conversion and online revenue doubled in year one.
PGC view: VC&P configuration AMS for engineered-product manufacturers.
Problem: Launch a scalable device subscription/rental business with marketplace, integrations and strict financial security.
European Bank built a device subscription and rental business on SAP Commerce Cloud's composable storefront. It reports 50% sales growth, 99.7% availability and 1,000+ device activations in a day.
PGC view: subscription-commerce run + integration (Apigee) support for financial services.
Problem: Not stated
A directory entry for Korean Duty-Free Retailer on SAP Commerce Cloud, headlined as increasing revenue and customer loyalty. No details or figures are shown.
PGC view: travel-retail commerce run; insufficient detail.
Problem: Manual multi-market e-commerce ops, low efficiency, errors, poor inventory visibility, long fulfilment/finance processes.
Chinese Appliances Maker used SAP Commerce Cloud as an e-commerce middle office linking marketplaces, logistics and ERP. It reports ¥4m profit from process optimisation and inventory accuracy rising from 95% to 99%.
PGC view: marketplace/middle-office integration AMS for consumer electronics.
Problem: Store-first 9-to-5 trade sales; account registration took weeks; guests could not buy online.
UK Building-Materials Distributor took builders' merchant brand's 500 branches and six other brands to 24x7 omnichannel commerce on SAP Commerce Cloud. The case reports 25,000 online registrations and 34% more website visitors in a year.
PGC view: multi-brand building-materials commerce run + brand rollout support.
| Customer | Problem | Outcome | Partner | Timeline |
|---|---|---|---|---|
| US Metals E-tailer (German Steel Group (NA)) Mill products / metals & plastics e-commerce | Legacy e-commerce could not handle the volume and frequency of custom-cut orders; scalability, siloed data and engagement issues. | 2x growth in revenue over three years 3x increase in profit over three years | Not stated (Mirakl is the marketplace technology partner) | Three-year period (exact years not stated) |
| Czech Bathroom Retailer Retail - kitchen & bath | Needed to extend an on-premise storefront to omnichannel service and multistore e-commerce; consolidate data, innovate faster, cut cost. | 12% rise in turnover 110% increase in online transactions | Not stated | Not stated |
| Dutch Appliances Maker Consumer products - domestic appliances (B2B e-commerce platform) | Existing e-commerce tool had to become scalable and more user-centric to support growth. | doubling platform sales 35 points increase in NPS | Not stated | Not stated |
| Indian Steel Major (Indian Steel Major) Mill products - steel | Needed a robust digital platform to drive growth and optimise inquiry-to-order processes; move beyond transactional commerce. | 60% overall net new retail customer registration and sales conversion 85% less time from 7 days to 1 day to analyze, confirm and process profitable orders | Not stated | E-Sales launched Feb 2022 |
| European Aerospace Major (commercial aircraft business) Aerospace & defense | Aging on-premise e-commerce system reached end of mainstream maintenance; needed security, less technical debt, standard architecture. | 15,000 unique customers from 98 countries per year 21,000 service descriptions consulted by customers per year | Not stated | Not stated |
| Global Food Major Consumer products - food & beverage | Ordering, tracking and invoicing for business customers relied on slow, error-prone phone calls; needed infrastructure for global scale. | 99.97% system availability 9 data centres / 10,000+ servers shut down | Not stated (SAP Services & Support) | SAP Commerce used since 2015 (per news.sap.com NL) |
| European Bottler (European Bottler) Consumer products - beverages bottling | Expand B2B online ordering and deliver consistent omnichannel customer experiences. | over 160,000 business customers using SAP Commerce Cloud more than 130,000 customer orders per month | Not stated | Not stated |
| US Semiconductor Maker High tech - semiconductors | Outgrowing legacy systems; no real-time customer insight. | nearly 10x revenue growth (body: 'almost 10x revenue generation') | Not stated | Not stated |
| Chilean Sportswear Retailer Retail - sportswear & accessories | Online was only 2% of sales in 2019; needed integrated omnichannel platform. | 627% growth in online sales in 2020 231% more site traffic | Not stated | 2019 baseline, 2020 results |
| Turkish Fashion Retailer Retail - women's fashion | Scalability limits, fragmented data, inventory updated only once a day during rapid expansion. | 30% increase in average basket value 6% to 25% online share of business during COVID-19 surge | Not stated | COVID-19 period |
| German Process-Machinery Group Industrial machinery (food, beverage, pharma systems) | Selling complex configurable machines while preserving dealer autonomy (own pricing, GDPR data). | 85% of quotations handled independently by dealers/OEMs 30% reduction in offer preparation time | Not stated | Go-live December 2022 |
| US Components Distributor Wholesale distribution - electronic components | Needed web-first UX and e-commerce; consolidate 3 companies on one ERP ('One Powell'). | >50% faster order processing >99% on-time performance for supplier-managed inventory customers | Not stated | Not stated |
| German Technology Major Manufacturing / technology | Unify 15 legacy systems; realign sales and marketing around the customer for B2B commerce. | 30 days to one hour campaign execution time | Not stated | Not stated |
| ANZ Beverage Maker Food & beverage | Rising expectations for 24x7 online ordering while keeping personal rep service. | ~3,000 customers buying online 200 sales reps with real-time access to customer data and orders | Not stated | Not stated |
| Global Electronics Distributor High tech - electronics distribution | Expensive, hard-to-scale on-prem infrastructure; wanted unified, personalized B2B e-commerce across 3 sites and simpler login. | ~10 million items across ~35 data feeds 3 global data centers | Not stated | Not stated |
| Japanese Imaging Maker High tech - printers, visual comms, robotics | 13 web systems across 37 countries, multiple ERPs, siloed B2B/B2C sites, inconsistent brand. | about 6-7 months initial rollout roughly 2.5 months per new country onboarding | Not stated | 6-7 months initial; ~2.5 months/country |
| Malaysian Glove Maker Medical devices - gloves manufacturing | COVID-19 order surge; needed scalable B2B self-service and no manual data queries. | 2.5-fold increase in online traffic handled doubling data transfer units over a weekend infrastructure scaling | Not stated | Infrastructure change over one weekend |
| US Tooling Maker Machinery - sheet-metal tooling | Underused online platform; buyers wanted 24x7 self-service, complex configuration, fast quotes, transparent pricing. | hours to minutes quote turnaround doubled quote-conversion rate and online revenue within the first year | Not stated | First year after launch |
| European Bank Financial services - banking | Launch a scalable device subscription/rental business with marketplace, integrations and strict financial security. | +1,000 devices activated in one day 99.7% site availability | Not stated | Not stated |
| Korean Duty-Free Retailer Travel retail - duty free | Not stated | — | Not stated | Not stated |
| Chinese Appliances Maker Consumer electronics / home appliances | Manual multi-market e-commerce ops, low efficiency, errors, poor inventory visibility, long fulfilment/finance processes. | ¥4m direct profit from process optimization 95% to 99% inventory accuracy | SAP Services and Support | Go-live November 2022 |
| UK Building-Materials Distributor (builders' merchant brand and brands) Building materials / distribution | Store-first 9-to-5 trade sales; account registration took weeks; guests could not buy online. | 25,000 online account registrations 34% increase in website visitors in one year | Not stated | Rollout during COVID |
Problem: B2B sellers lack commerce experiences connected to ERP, which costs them sales and frustrates buyers.
SAP positions SAP Commerce Cloud, cloud ERP edition as natively connected to SAP Cloud ERP. It gives B2B customers self-service access to pricing, orders, invoices and contracts, and can go live in about 12 weeks.
PGC view: package a fixed-scope 12-week Commerce Cloud ERP-edition launch + run offer for S/4HANA Cloud customers.
SAP topic hub on e-commerce. The page could not be opened, so its content is not summarised.
PGC view: use as top-of-funnel content source for PGC commerce campaigns.
SAP Community blog on how SAP Commerce Cloud helps customers modernize on their terms and adopt AI-powered innovation while lowering TCO. Only the teaser was readable.
PGC view: TCO-led upgrade/re-platform assessments for legacy Hybris customers.
SAP's product page for SAP Commerce Cloud covers AI selling, PIM, omnichannel and composable storefronts. Customer tiles: US Metals E-tailer ('Doubling revenue over three years'), Nokia, European Bottler and US Uniform Services Group.
PGC view: reference page for proposal boilerplate; customer tiles (US Metals E-tailer, Nokia, CCHBC, US Uniform Services Group) usable as references.
Independent directory page that shows 113 SAP Commerce Cloud customer success stories. Its listing titles are rewritten summaries that often carry a headline metric.
PGC view: prospect mining source; most entries link to original SAP PDFs on cdn.featuredcustomers.com.
A 70-page SAP flipbook of SAP Commerce Cloud value stories (European Aerospace Major, Indian Steel Major, German Jewellery Retailer, Chinese Appliances Maker, Global Mining Major, Asian Market-Expansion Group and others) with headline metrics. No collection explicitly branded 'MOVE value stories' was found.
PGC view: MOVE-style migration factory (Hybris on-prem to CCv2) is a direct AMS/migration entry point.
Names from the reading list we could not match to a source page yet: Revenue growth: Why buyers vote with their budgets, B2B distributor (unnamed, per user).
The pattern behind these results is the same: put the buyer’s whole order-to-cash journey online, connect it to ERP so prices, stock and credit are right, then add personalisation. As a boutique SAP CX team we start with one country and one buyer group, prove the uplift in 90 days, then roll the template out, and run it with managed services so the platform stays current.
Plan your commerce acceleration →Offering: SAP Commerce Cloud. One short form, a named PGC Digital lead replies.
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Partner and vendor references are summarised from public SAP sources. Validate release-dependent details against your own tenant.
How the platforms differ under the hood, how to integrate, extend and customise, and how the product evolved — with dates and sources.
Let's fly through the history first, so the names make sense. Rose dots are the SAP Hybris / Marketing Cloud line, teal the Emarsys / Engagement Cloud line.
Here's the big picture: SAP and non-SAP sources on the left, the integration options in the middle, Engagement Cloud and its channels on the right, and SAP BTP for anything custom.
For architects: this is what each platform is built on and how you reach it. For business users: SAP Marketing Cloud lived on SAP's own ERP-style platform; Engagement Cloud is a pure SaaS you configure, not code.
| Area | SAP Marketing Cloud | SAP Engagement Cloud |
|---|---|---|
| Language / runtime | Built on the ABAP platform. Key-user custom logic is written in 'ABAP for Key Users', a restricted ABAP subset in a web editor (SELECT only from released views, whitelisted APIs only, no dynamic programming). | Vendor-internal (Heroku customer story; adoption from 2014, page last modified 2026-04-09): core platform is a PHP monolith; new 'feature services' are mostly built outside it, and Emarsys hires more JavaScript/Node.js developers than PHP. Current SAP-era language mix: not published.[3,5,2] |
| Web framework | OData V2 services (SAP Gateway tooling such as SEGW and /IWFND/GW_CLIENT referenced for on-premise testing). A named web/application framework beyond the ABAP platform: not published. | Not published.[8,9] |
| Front end / UI | SAP Fiori in the web browser is the primary interface; login via SAP Cloud Identity Authentication. | Vendor-internal (Heroku customer story): started with AngularJS 1.1, early adopters of Angular 2; experimenting with back-end-for-front-end services. Content authoring via the Visual Content Editor (block-based templates).[3,2,37] |
| Backend services | ABAP platform application; SAP Cloud Integration delivered with the solution for system integration; connects to SAP BTP. | Vendor-internal: hybrid of PHP monolith plus 'feature services' (150 on Heroku, 42 in production), REST between services, some RabbitMQ queues, Escher in-house HTTP request signing (Heroku story). Google Cloud data platform with a batch platform, a real-time platform and an AI platform (Google Cloud case study).[2,1,3] |
| Database | SAP HANA is the primary database. | Vendor-internal: monolith uses MySQL plus file system (Heroku story); batch platform on BigQuery, real-time data access on Cloud Bigtable, trained models in Cloud Storage (Google Cloud case study). Email response data stored in BigQuery with no expiration (SAP Community answer).[3,2,1,17] |
| Hosting / cloud | Cloud service with SAP Cloud Identity Authentication (public cloud) and SAP BTP connection; data-center/hyperscaler details: not published in sources reviewed. | Vendor-internal: Google Cloud (BigQuery, Bigtable, Dataflow, Pub/Sub, Cloud Storage, GKE) per Google Cloud case study; feature services on Heroku plus in-house infrastructure per Heroku story. SAP spec: SAP may change hosting data-center location at its discretion; regions not published.[1,2,19,3] |
| APIs | OData V2 APIs e.g. API_MKT_CONTACT_SRV;v=0002, API_MKT_INTERACTION_SRV, CUAN_IMPORT_SRV (ImportHeaders); communication scenarios SAP_COM_0206 / SAP_COM_0207; basic-auth or certificate technical users. | REST Core API v3 with OAuth 2.0 client credentials (OpenID Connect) issuing a JWT; WSSE not available to contracts signed after 2025-02-24 and end of life 2027-02-01. External Event API (/v3/event...), Predict Sales API (bearer token), Loyalty API.[8,9,11,13,15,19,28] |
| Layer | SAP Marketing Cloud | SAP Engagement Cloud |
|---|---|---|
| Platform services | SAP Cloud Identity Authentication, SAP Analytics Cloud, SAP BTP, SAP Cloud Integration. | Google Cloud data platform (batch on BigQuery, real-time on Bigtable/Dataflow, AI training on GKE); Joule Studio on SAP Build for custom agents across SAP CX applications; enterprise edition (2026-02-19) adds advanced administration, governance, content and data-control for multi-brand/multi-region.[3,1,27,26] |
| Module services | Key-user extensibility apps: Custom Fields, Custom Logic (BAdIs), Custom Business Objects, Add Custom Views, Custom CDS Views, Custom Communication Scenarios, Custom Catalog Extensions; Custom Logic Tracing; Export/Import Software Collection for transport. | Optional packages: Advanced Integration Capabilities (Open Data, Relational Data, Relational Segments, External Content, Interactions Pub/Sub channel); Account Engagement option (SKU 8013363) for B2B/Sales Cloud; mobile app marketing option (push, in-app, inbox); e-commerce accelerator (Smart Insight).[4,5,6,19,17,15] |
Where does the data live and how do you query it? In Marketing Cloud you modelled data on HANA; in Engagement Cloud you bring data in, query it in place, or export it for analytics.
| Topic | SAP Marketing Cloud | SAP Engagement Cloud |
|---|---|---|
| Database access layer | SAP HANA; custom logic may SELECT only from released CDS views; Add Custom Views adds SAP HANA data sources; custom CDS views combine sources. | No direct database access published. Open Data exposes data in Google BigQuery; customers can create custom tables/views in an editable dataset.[3,4,5,6,17,18] |
| Query / segmentation language | Segmentation profiles, segmentation objects and attributes over data sources; custom views extend data sources. | Segment types: combined segments (contact data, email behaviour, geolocation), web behaviour, relational, Smart Insight (purchase), AI segments; segments are dynamic and execute when used. Relational segment templates wrap SQL with parameters. ESL for personalisation.[6,19,38,12,35] |
| Bulk export / analytics access | SAP Analytics Cloud; community reports the export definition is too limited for full contact/permission/interaction export. | Open Data (BigQuery) with email response data, only for existing contacts; part of Advanced Integration Capabilities (extra cost); Power BI can connect directly to GCP; AI-assisted report builder.[3,34,17,18,27] |
| Relational / external data | Custom Business Objects and custom HANA/CDS views. | Relational Data Service (read at execution; separate pools for segmentation, personalisation, import; 5 s timeout, 15 s Redshift; TLS, CA cert for self-hosted DBs). External Content for API-based send-time data.[4,6,12,14] |
Four kinds of integration. Synchronous: ask and wait for the answer. Asynchronous: send and carry on. Batch: big files on a schedule. Streaming: events as they happen on web and app.
Engagement Cloud: Core API v3 PUT contacts with OAuth2 JWT; creates or updates.
Marketing Cloud: OData API_MKT_CONTACT_SRV / CUAN_IMPORT_SRV (about 5,000 contacts per upload recommended; all-or-nothing).
Use when: Regular / near-real-time contact updates.
Engagement Cloud: Auto-import from customer SFTP or Emarsys WebDAV with file-name pattern; UTF-8; 15 min to 1 h processing; manual CSV Import Wizard for initial loads.
Marketing Cloud: Data File Load app (.csv, .xls, .xlsx) with SAP_BR_ADMINISTRATOR_MKT.
Use when: Initial loads and scheduled bulk sync.
Engagement Cloud: sales_items*.csv via SFTP/API (initial >=2 years, daily increments, 10 GB/day cap) or new Sales Data Loads (full orders, up to 100 GB; no Loyalty/Predict support).
Marketing Cloud: Transactions imported as interactions via OData API_MKT_INTERACTION_SRV / REST.
Use when: Purchase-based segmentation, recommendations, revenue reporting.
Engagement Cloud: Scheduled URL feed (Google Product Feed or Emarsys CSV) or SFTP/FTPS; daily update; under 1M items, 255 columns.
Marketing Cloud: Not published in sources reviewed.
Use when: Recommendations, stock triggers, product content.
Engagement Cloud: POST /v3/event/{eventId}/trigger with optional payload; starts Interactions programs or triggered emails.
Marketing Cloud: Not published in sources reviewed.
Use when: Transactional / time-sensitive messages (order confirmation, password reset).
Engagement Cloud: Webhook node in automation programs / tactics presets (e.g. Replicate New Marketing Contact to Sales Cloud).
Marketing Cloud: Not published in sources reviewed.
Use when: Push marketing events to CRM or other systems from a journey.
Engagement Cloud: EC calls customer API during send; JSON response mapped to tokens; Basic or OAuth2 auth.
Marketing Cloud: Not published in sources reviewed.
Use when: Reuse existing business logic or time-sensitive data not suited to Relational Data.
Engagement Cloud: Live SQL against customer DB (incl. SAP HANA Cloud/On-Premise, BigQuery, Snowflake) for segments and personalisation.
Marketing Cloud: Custom Business Objects / custom HANA views inside the tenant.
Use when: Custom objects and transactional data without copying into EC.
Engagement Cloud: Shared BigQuery dataset with engagement data; editable dataset for custom views; scheduled jobs to third parties.
Marketing Cloud: SAP Analytics Cloud.
Use when: BI, data lake feeds, long-term engagement history.
Engagement Cloud: Interactions Pub/Sub channel / Pub/Sub integration in Advanced Integration Capabilities; Google Pub/Sub events must be enabled by an SAP Emarsys representative.
Marketing Cloud: Not published.
Use when: Event streaming of interaction data. Payload/topic details: not published.
Engagement Cloud: Web Extend JavaScript tracking (Cart, View, Category, Purchase, setCustomerId/setEmail); Web Extend and Mobile Engage SDKs capture interactions in real time.
Marketing Cloud: Not published in sources reviewed.
Use when: Web/app behaviour for segmentation, recommendations, triggers.
Engagement Cloud: SAP Commerce Cloud Connector: contacts (optional consent), real-time events (cart, review, order update, registration, opt-in), products; message queue and streaming. Alternative: CPI iFlows with JMS queue.
Marketing Cloud: Standard integration package.
Use when: SAP Commerce storefronts.
Engagement Cloud: CDC -> EC near-real-time (consents CD_C_, subscriptions CD_S_, up to 50 fields, 1,000 req/min); if CDP is used, CDC -> CDP -> EC; CDP syncs profiles, email activities, corporate accounts.
Marketing Cloud: Standard integration package; IdentitySync periodic schedule per partner blog.
Use when: Identity/consent master and unified profiles.
Engagement Cloud: Custom CPI template: S/4HANA SOAP outbound -> iFlow -> Contact API and Sales Data API (B2C BPs, sales orders); emarsys.com cites a 'zero-ETL database connector' for S/4HANA Cloud.
Marketing Cloud: Not published in sources reviewed.
Use when: B2C business partners and order history from ERP.
Engagement Cloud: Shopify app (customers, events, products, orders, web pixel; email match key); Adobe Commerce 2.4.3+ plug-in (customers, opt-in back-sync, events, products, complete orders, Web Extend). Salesforce Commerce Cloud: not published in sources reviewed.
Marketing Cloud: Not published.
Use when: Non-SAP storefronts.
Engagement Cloud: CPI iFlows calling EC REST APIs; examples for S/4HANA, Commerce, Sales Cloud master-data extension.
Marketing Cloud: SAP Cloud Integration delivered with SMC; integration packages (e.g. Contact and Interaction Data Load) on CPI.
Use when: Custom fields, transformations, retries, non-standard sources.
Engagement Cloud: Not published.
Marketing Cloud: Not published.
Use when: Not published.
Marketing finds the interested people; sales closes the deal. This is how the two clouds pass leads back and forth.
| Topic | Marketing Cloud ↔ C4C | Engagement Cloud ↔ Sales Cloud V2 / C4C |
|---|---|---|
| Contacts and accounts master data | C4C -> SMC via SAP Cloud Integration (pass-through): contacts, individual customers, accounts, relationships, marketing attributes. | Account Engagement Data Integration service is the standard path; CPI extension needed for custom fields. Corporate accounts and relationships via CDP. V2: no replication of extension fields or code lists, no contact data filtering, no choice of matching method.[15] |
| Lead / MQL handover | Leads, opportunities, activities replicated C4C -> SMC; campaigns can create appointments, leads, phone calls, tasks. | V1: webhook node presets in tactics; lead engagement matches by email, else creates a lead. V2: no lead engagement or webhook presets. MQL scoring threshold mechanism: not published.[15,25] |
| Marketing permissions | Permissions/subscriptions maintained in SMC and displayed in C4C. | V2: no marketing permissions.[15] |
| Sales campaigns and activities | Campaign-triggered activities (appointments, phone calls, tasks) in C4C. | Sales collaboration on-behalf emails; V1 adds campaign reviews; V2 has no sales campaign creation or review; two-way transfer only for V1 tactics.[15] |
| Licensing / prerequisites | Relevant scope item active (request via BCP); SMC, CPI and C4C tenant credentials and certificates. | Account Engagement SKU 8013363; target audience and email template for sales campaigns.[15] |
| SMC with Sales Cloud V2 | Not published. | See above; V2 gaps are documented in SAP Learning.[15] |
Rule one: climb the ladder only as high as you must. Business users configure; architects extend on BTP; custom agents come last, on top of what SAP ships.
| Topic | SAP Marketing Cloud | SAP Engagement Cloud | How to (PGC guidance) |
|---|---|---|---|
| Custom fields | Custom Fields app; each field bound to a business context; enable for UIs, reports and OData APIs. | Contact custom field types: Numeric, Short/Long/Unlimited Text, Date, Single Choice, Multiple Choice, URL. Sales-data custom columns via prefixes i_/f_/t_/s_ (appended at end); new Sales Data Loads allow up to 20 custom fields.[4,11] | Inventory SMC custom fields per business context; map contact-level ones to EC contact field types and transaction-level ones to sales-data custom columns; anything relational goes to Relational Data. |
| Custom logic | BAdI implementations in ABAP for Key Users across 13 business contexts (e.g. MKT_INITIATIVE, MKT_INTERACTION, MKT_RECO); e.g. CUAN_UPDATE_IC_ROOT, CUAN_IA_REVISE_FOR_IMPORT. | In-app custom code hooks: not published. Published pattern: External Content calls a customer API at send time to reuse existing business logic; ESL tokens/loops in content.[5,14,35] | Re-host BAdI logic outside EC: upstream in middleware (Integration Suite) before data lands, or as a customer API exposed through External Content for send-time logic. |
| Custom processes / workflows | Campaign-related BAdIs (e.g. CUAN_CPG_OPN_CHNL_PARAMETER for open-channel campaign data). Workflow designer details: not published in sources reviewed. | Interactions programs triggered by External Events; webhook nodes in automation programs (e.g. to Sales Cloud); pre-built tactics customisable via drag-and-drop.[5,13,25] | Rebuild SMC campaign flows as EC programs/tactics; use External Event triggers for system-driven starts and webhook nodes for outbound calls. |
| Front-end extension / mashups / custom content blocks | Not published in sources reviewed. | Visual Content Editor block-based templates (style, layouts, blocks, variables), distributable across accounts; External Content tokens usable in email, web, in-app and SMS. Developer framework for custom content blocks: not published.[37,14] | Rebuild templates as VCE block templates; dynamic data via External Content / Relational Data tokens rather than UI mashups. |
| Add-ons / apps / marketplace | Not published in sources reviewed. | Emarsys Partner Connect directory of applications, services and integrations; plug-ins for Shopify and Adobe Commerce (Magento).[36,16] | Check Partner Connect for third-party connectors before building custom integrations. |
| Side-by-side on SAP BTP | Connects to SAP BTP (cloud development environment); SAP Cloud Integration delivered with the solution. | SAP Cloud Integration iFlows used for S/4HANA, SAP Commerce and Sales Cloud extension scenarios. An EC-specific BTP extension framework: not published.[3,20,21] | Put transformation, retries and custom logic in Integration Suite iFlows calling EC REST APIs (OAuth2). |
| Low-code / no-code for business users | Key-user apps (Custom Fields, Custom Business Objects with generated UIs, segmentation configuration apps). | Pre-built tactics with AI-recommended triggers/actions; parameterised Relational Data segment templates for marketers; AI-assisted report builder.[4,6,12,27] | Have IT pre-build Relational Data segment templates so marketers reuse SQL-backed segments without writing SQL. |
| Custom AI agents on top of OOTB | Not published. | Joule Studio (SAP Build) low-code/no-code agent builder for SAP CX applications; agents connect to Joule, SAP CX apps and third-party systems. EC-specific agent tools/APIs: not published.[27] | Plan custom agents in Joule Studio grounded on EC data via its APIs; confirm EC tool coverage with SAP. |
Contacts and consents move; campaigns, content and integrations are usually rebuilt. Here's the object-by-object view.
| Object | Approach |
|---|---|
| contacts | No SAP migration tool published. Export from SMC via API batch job (export definition reported too limited). Load EC with CSV Import Wizard initially, then API/SFTP; pick the unique external contact ID up front (dedupe merges on it). If CDC/CDP are in scope, route CDC -> CDP -> EC.[34,11,15] |
| content/templates | Rebuild in Visual Content Editor block-based templates (copy prebuilt, distribute across accounts). Importing existing SMC HTML templates: not covered in sources reviewed.[37] |
| interactions history | EC has no option to load external historic interaction data. Keep SMC history externally (BI tool) and expose to segmentation through Relational Data; Open Data covers EC-generated email data only. Purchase history can be loaded as Smart Insight sales data (initial >=2 years).[17,11] |
| integrations | Replace SMC CPI packages with EC connectors (Commerce, CDC/CDP, Account Engagement) or custom Integration Suite iFlows (S/4HANA template). Use OAuth2/OpenID Connect credentials; WSSE ends 2027-02-01.[15,20,28] |
| analytics | Replace SMC SAP Analytics Cloud stories with EC reporting / AI-assisted report builder, and Open Data in BigQuery (Advanced Integration Capabilities) for BI such as Power BI.[3,27,17,18] |
| Released | Feature | Product | Status | What it does |
|---|---|---|---|---|
| 2013-02 (announced as SAP Customer Engagement Intelligence) | Customer Value Intelligence / Audience Discovery & Targeting | SAP Marketing Cloud | GA | HANA-based customer value analytics and decision-tree segmentation pushed to SAP CRM (predecessor of SAP Marketing).[41] |
| 2015-02-10 (SAP hybris Marketing launch) | Dynamic customer profile, segmentation & predictive analytics | SAP Marketing Cloud | GA | 360-degree profile engine with segmentation, predictive analytics, planning and real-time remarketing.[43,44] |
| 2016-06-14 | Mobile Engage (push & in-app) | SAP Engagement Cloud | GA | Push and in-app messaging for iOS/Android integrated with automation.[54] |
| 2017-02-06 | AI Marketing (AIM) | SAP Engagement Cloud | GA | Incentive recommendations, predictive product recommendations and send-time optimization.[53] |
| 2017-10-17 | CMO executive dashboard (Digital Boardroom) | SAP Marketing Cloud | GA | Campaign results and opportunities dashboard for CMOs.[46] |
| 2017-10-17 | Customer Attribution (ex-Abakus) | SAP Marketing Cloud | GA | Real-time attribution of touchpoints to purchases.[46] |
| 2017-10-17 | Facial analysis for in-store recommendations | SAP Marketing Cloud | GA | ML estimates age/gender to suggest in-stock items in retail.[46] |
| 2017-10-17 | IoT campaign triggers & WeChat integration | SAP Marketing Cloud | GA | Automated messages from connected-device events; WeChat channel for China.[46] |
| 2023-10-24 | TikTok ads integration & Enterprise SSO | SAP Engagement Cloud | GA | Audience sync to TikTok; SSO via Azure AD/Google/Okta.[64] |
| 2023-10-24 (October 2023 release) | GenAI subject line generation | SAP Engagement Cloud | GA | Generate/improve subject lines with AI and A/B test vs manual.[64] |
| 2024-02-13 | Annex Cloud enterprise loyalty integration | SAP Engagement Cloud | GA | Native integration with Annex Cloud loyalty platform.[66] |
| 2024-02-29 | LinkedIn integration | SAP Engagement Cloud | pilot | Personalized LinkedIn ads and real-time contact import.[65] |
| 2024-06-12 | AI Subject Line & Preheader Generator (GPT-4) | SAP Engagement Cloud | GA | Context-aware subject lines/preheaders in the email editor.[67] |
| 2024-06-12 | AI Segment Generator | SAP Engagement Cloud | GA | Plain-language segment descriptions and natural-language segment creation.[67] |
| 2024-06-12 | Real-Time SAP CDP Connector | SAP Engagement Cloud | GA | Imports SAP Customer Data Platform data into Emarsys in real time.[67] |
| 2025-08-27 | AI-assisted Campaign Translator | SAP Engagement Cloud | pilot | Translate campaign content in the visual editor via SAP AI translation, DeepL or Smartling.[69,72] |
| 2025-08-27 | AI-assisted Segment Description Generator | SAP Engagement Cloud | GA | Plain-language descriptions of segment definitions in New Segment Editor (status not stated in source).[69] |
| 2026-02-19 | Conversational Messaging WhatsApp & LINE | SAP Engagement Cloud | GA | Two-way conversations branching journeys on replies.[76] |
| 2026-02-19 | Business Areas | SAP Engagement Cloud | GA | Role-based access by brand/region inside one tenant (Enterprise Edition).[76] |
| 2026-02-19 | SAP Engagement Cloud, enterprise edition | SAP Engagement Cloud | GA | Advanced administration, governance, content and data controls for multi-brand/multi-region organizations.[73,74] |
| 2026-06-02 | Joule with SAP Engagement Cloud | SAP Engagement Cloud | pilot | Natural-language campaign management (Early Adopter Care, Enterprise Edition).[77] |
| 2026-06-02 | Universal Schema Builder | SAP Engagement Cloud | pilot | Segmentation and personalization queries on external data.[77] |
| 2026-06-02 | Embedded Messaging | SAP Engagement Cloud | pilot | Pull-based in-app/web inbox without push opt-in.[77] |
| 2026-06-02 | SAP CDP Audience Builder in Engagement Cloud | SAP Engagement Cloud | GA | Full CDP segmentation inside Engagement Cloud.[77] |
| 2026-08-26 | Sales & Service Cloud V2 Integration | SAP Engagement Cloud | pilot | B2B/B2C record transfer from V2, near-real-time sync and automated Lead Handover (Early Adopter Care, Enterprise Edition).[78] |
| 2026-08-26 | B2C Lifecycle Management | SAP Engagement Cloud | pilot | Lifecycle/loyalty-tier modeling with Audience Reporting (Early Adopter Care, Enterprise Edition).[78] |
| GA 2025-11-20 | Standard Sales Data API | SAP Engagement Cloud | GA | Onboard online/offline sales data for activation and measurement.[70] |
| H2 2026 (per partner blog) | Joule-driven autonomous campaign generation | SAP Engagement Cloud | planned | Roadmap item reported by partner; no SAP primary source found. |
| Pilot 2025-05-21; GA 2025-08-27 | AI-assisted Product Finder | SAP Engagement Cloud | GA | Natural-language catalog search to insert products into campaigns (first introduced as AI Product Finder June 2024).[67,68,69] |
| Pilot 2025-05-21; GA 2025-08-27 | Microsoft Ads integration | SAP Engagement Cloud | GA | Audiences for Bing/Yahoo search network.[68,69] |
| Pilot 2025-05-21; GA 2025-11-20 | AI-assisted Report Builder | SAP Engagement Cloud | GA | Custom reports from GenAI queries; extended to SMS (Q1 2026), mobile (Q2 2026), charts (Q3 2026).[68,70,76,77,78] |
| Pilot 2025-05-21; available to all 2025-11-20 | Engagement Events | SAP Engagement Cloud | GA | Import external commerce/service/loyalty events to trigger and segment; SAP Commerce Cloud integration.[68,70] |
| Pilot 2025-11-20; released 2026-02-19 | Predictive segmentation (AI Segmentation) Mobile Push template | SAP Engagement Cloud | GA | Targets contacts likely to engage or lapse on Mobile Push.[70,76] |
| Pilot 2026-06-02; GA 2026-08-26 | AI-assisted Content Composer (Gemini) | SAP Engagement Cloud | GA | GenAI image/text creation in block-based email, grounded in audience/product context.[77,78] |
| Pilot 2026-06-02; GA 2026-08-26 | Recommendation Center | SAP Engagement Cloud | GA | Configurable 1:1 product recommendation hub with rules and testing.[77,78] |
| Spring 2021 | Fast Abandoned Cart, in-line in-app messages, App Inbox | SAP Engagement Cloud | GA | Faster cart-abandonment triggers and persistent in-app inbox.[60] |
| Spring 2022 | Automation Center enhancements (webhook node, Participation Check) | SAP Engagement Cloud | GA | Program editing in any state, testing status, webhook node to external platforms.[61] |
| Spring 2022 | Loyalty: vouchers, cashback, Loyalty Wallet events | SAP Engagement Cloud | GA | Expanded loyalty program mechanics.[61] |
One working-style sample for each layer. Placeholders are in CAPITALS; field IDs, hosts and event IDs come from your own tenant. Comments in grey explain each step.
Streams page views, cart and purchases from your website into Engagement Cloud for recommendations and abandoned-cart journeys.
<!-- Load the Web Extend script once per page (merchant ID from your tenant) --> <script> var ScarabQueue = ScarabQueue || []; (function (id) { if (document.getElementById(id)) return; var js = document.createElement('script'); js.id = id; js.src = '//cdn.scarabresearch.com/js/MERCHANT_ID/scarab-v2.js'; var fs = document.getElementsByTagName('script')[0]; fs.parentNode.insertBefore(js, fs); })('scarab-js-api'); </script> <script> // Identify the shopper once they log in ScarabQueue.push(['setCustomerId', 'CUST-100245']); // Current cart (send on every page, even if empty) ScarabQueue.push(['cart', [ { item: 'SKU-4711', price: 49.90, quantity: 1 } ]]); // Product detail page view ScarabQueue.push(['view', 'SKU-4711']); // Ask for a recommendation widget to be filled ScarabQueue.push(['recommend', { logic: 'PERSONAL', containerId: 'reco-home' }]); // Send everything collected on this page ScarabQueue.push(['go']); </script>
Low-code personalisation inside a Visual Content Editor block: first name, a loop over products from the trigger event, and a fallback.
<p>Hi {{ contact.1 | default('there') }},</p>
{% if event.products %}
<p>You left these in your basket:</p>
{% foreach item in event.products limit 3 %}
<div class="product">
<img src="{{ item.image }}" alt="{{ item.name }}">
<b>{{ item.name }}</b> · {{ item.price }}
</div>
{% endforeach %}
{% else %}
<p>Here are this week's picks for you.</p>
{% endif %}Core API v3 with OAuth 2.0 client credentials (the older WSSE login reaches end of life on 1 Feb 2027). Field 3 = email, 1 = first name, 2 = last name, 31 = opt-in in a default tenant; check your field IDs.
const AUTH = 'https://auth.emarsys.net/oauth2/token';
const API = 'https://api.emarsys.net/api/v3';
async function token() {
const basic = Buffer.from(`${process.env.EC_CLIENT_ID}:${process.env.EC_CLIENT_SECRET}`).toString('base64');
const r = await fetch(AUTH, {
method: 'POST',
headers: { Authorization: `Basic ${basic}`, 'Content-Type': 'application/x-www-form-urlencoded' },
body: 'grant_type=client_credentials'
});
return (await r.json()).access_token;
}
export async function upsertContact(c) {
const r = await fetch(`${API}/contact/?create_if_not_exists=1`, {
method: 'PUT',
headers: { Authorization: `Bearer ${await token()}`, 'Content-Type': 'application/json' },
body: JSON.stringify({
key_id: '3', // match on email
contacts: [{ '3': c.email, '1': c.firstName, '2': c.lastName, '31': c.optIn ? 1 : 2 }]
})
});
if (!r.ok) throw new Error(`Upsert failed ${r.status}: ${await r.text()}`);
return r.json(); // { replyCode: 0, data: { ids: [...] } }
}A back-end system (shop, ERP, Sales Cloud) says 'something happened'; an Automation Center program waiting on this event takes over.
// eventId comes from Management > External Events in the tenant export async function orderShipped(order) { await fetch(`${API}/event/${process.env.EC_EVENT_ORDER_SHIPPED}/trigger`, { method: 'POST', headers: { Authorization: `Bearer ${await token()}`, 'Content-Type': 'application/json' }, body: JSON.stringify({ key_id: '3', external_id: order.email, data: { // available in the email as {{ event.* }} orderId: order.id, carrier: order.carrier, trackingUrl: order.trackingUrl, products: order.lines.map(l => ({ name: l.name, image: l.img, price: l.price })) } }) }); }
Purchase history for Smart Insight and predictions. One row per order line; upload once a day by API or SFTP. Custom columns use the i_ / f_ / t_ / s_ prefixes.
order,date,customer,item,price,quantity,s_store,s_channel
SO-90011,2026-10-23T09:14:00Z,CUST-100245,SKU-4711,49.90,1,BLR-01,web
SO-90012,2026-10-23T10:02:00Z,CUST-100877,SKU-2201,19.00,2,MUM-04,store
# Upload (token and merchant ID from the tenant's sales data settings)
curl -X POST "https://admin.scarabresearch.com/hapi/merchant/$MERCHANT_ID/sales-data/api" \
-H "Authorization: bearer $SALES_DATA_TOKEN" \
-H "Content-Type: text/csv" \
--data-binary @sales_2026-10-23.csvRuns inside a Cloud Integration iFlow between an SAP source (S/4HANA, Commerce, C4C) and the Engagement Cloud contact API. Handles mapping and consent in one place.
import com.sap.gateway.ip.core.customdev.util.Message
import groovy.json.JsonSlurper
import groovy.json.JsonOutput
def Message processData(Message message) {
def bp = new JsonSlurper().parseText(message.getBody(String))
def contacts = bp.d.results.findAll { it.EmailAddress }.collect { p ->
[
'3' : p.EmailAddress.toLowerCase(),
'1' : p.FirstName,
'2' : p.LastName,
'14': p.Country, // country field
'31': p.MarketingPermission == 'Y' ? 1 : 2 // opt-in
]
}
message.setBody(JsonOutput.toJson([key_id: '3', contacts: contacts]))
message.setHeader('Content-Type', 'application/json')
message.setProperty('contactCount', contacts.size())
return message
}Keep big or sensitive data (loyalty, scores, interaction history) in Snowflake or BigQuery. Expose a narrow view; Engagement Cloud reads it for segments and personalisation instead of copying it.
-- Snowflake: one row per contact, only what marketing needs CREATE OR REPLACE SECURE VIEW MKT.EC_CUSTOMER_SCORES AS SELECT LOWER(c.email) AS email, -- join key to the contact l.tier AS loyalty_tier, l.points_balance AS points_balance, s.churn_score AS churn_score, s.next_best_category AS next_best_category, DATEDIFF('day', o.last_order_at, CURRENT_DATE) AS days_since_order FROM CORE.CUSTOMER c JOIN CORE.LOYALTY l ON l.customer_id = c.customer_id JOIN ML.SCORES s ON s.customer_id = c.customer_id LEFT JOIN (SELECT customer_id, MAX(order_ts) last_order_at FROM CORE.ORDERS GROUP BY 1) o ON o.customer_id = c.customer_id WHERE c.marketing_consent = TRUE; GRANT SELECT ON VIEW MKT.EC_CUSTOMER_SCORES TO ROLE EC_RDS_READER;
Open Data shares sends, opens, clicks and conversions as BigQuery tables. Dataset and table suffixes depend on your account ID.
-- Open rate and click rate per campaign, last 30 days
SELECT
s.campaign_id,
COUNT(DISTINCT s.contact_id) AS sent,
COUNT(DISTINCT o.contact_id) AS opened,
COUNT(DISTINCT c.contact_id) AS clicked,
ROUND(COUNT(DISTINCT o.contact_id) / COUNT(DISTINCT s.contact_id) * 100, 1) AS open_rate_pct,
ROUND(COUNT(DISTINCT c.contact_id) / COUNT(DISTINCT s.contact_id) * 100, 1) AS click_rate_pct
FROM `emarsys-open-data.emarsys_ACCOUNT.email_sends_ACCOUNT` s
LEFT JOIN `emarsys-open-data.emarsys_ACCOUNT.email_opens_ACCOUNT` o
ON o.contact_id = s.contact_id AND o.campaign_id = s.campaign_id
LEFT JOIN `emarsys-open-data.emarsys_ACCOUNT.email_clicks_ACCOUNT` c
ON c.contact_id = s.contact_id AND c.campaign_id = s.campaign_id
WHERE s.event_time >= TIMESTAMP_SUB(CURRENT_TIMESTAMP(), INTERVAL 30 DAY)
GROUP BY s.campaign_id
ORDER BY sent DESC;What the SMC integration looked like: OData deep insert into CUAN_IMPORT_SRV. Useful when you map old interfaces to new ones.
POST /sap/opu/odata/sap/CUAN_IMPORT_SRV/ImportHeaders
Content-Type: application/json
x-csrf-token: <fetched token>
{
"Id": "",
"Timestamp": "/Date(1729660800000)/",
"UserName": "INTEGRATION_USER",
"SourceSystemType": "EXT",
"SourceSystemId": "WEBSHOP",
"Contacts": [{
"Id": "CUST-100245",
"IdOrigin": "WEBSHOP_ID",
"EMailAddress": "asha@example.com",
"FirstName": "Asha",
"LastName": "Rao",
"Country": "IN"
}]
}Called from an Integration Suite flow or a BTP service when the Engagement Cloud score crosses the MQL threshold. Native handover exists from the Q3 2026 release (Early Adopter Care); this is the custom route.
export async function createLeadV2(contact, score) {
const r = await fetch(`${process.env.SC_V2_HOST}/sap/c4c/api/v1/lead-service/leads`, {
method: 'POST',
headers: {
Authorization: `Bearer ${await salesCloudToken()}`,
'Content-Type': 'application/json'
},
// Field names follow the V2 lead API; check your tenant's API spec
body: JSON.stringify({
name: `MQL · ${contact.company} · ${contact.campaign}`,
qualificationLevel: 'WARM',
sourceCode: 'MARKETING',
account: { displayId: contact.accountId },
contact: { displayId: contact.contactId },
extensions: { MarketingScore: score, EngagementCloudId: contact.ecId }
})
});
const lead = await r.json();
// Write the lead ID back so the journey can wait for "lead won / lost"
await upsertContact({ email: contact.email, leadId: lead.value.id });
return lead;
}For customers still on C4C V1 during the move to V2.
POST /sap/c4c/odata/v1/c4codataapi/LeadCollection
Content-Type: application/json
x-csrf-token: <fetched token>
{
"Name": "MQL · Acme Pumps · Hannover fair",
"OriginTypeCode": "Z01",
"QualificationLevelCode": "02",
"AccountPartyID": "1000245",
"ContactID": "1000877",
"Note": "Engagement Cloud score 82; downloaded pump sizing guide"
}Company-specific data and logic that Engagement Cloud doesn't have, such as event registrations with seat limits. Lives on BTP and talks to Engagement Cloud by API; the SaaS core stays standard.
// db/schema.cds — custom object namespace pgc.mkt; entity EventRegistration { key ID : UUID; eventCode : String(20); email : String(241); status : String(10) enum { registered; waitlist; attended; }; createdAt : Timestamp @cds.on.insert: $now; } // srv/registration-service.cds — custom service using pgc.mkt from '../db/schema'; service RegistrationService { entity Registrations as projection on mkt.EventRegistration; action register(eventCode: String, email: String) returns String; } // srv/registration-service.js — custom process const cds = require('@sap/cds'); const { upsertContact, fireEvent } = require('./engagement-cloud'); module.exports = cds.service.impl(function () { this.on('register', async req => { const { eventCode, email } = req.data; const { EventRegistration } = cds.entities('pgc.mkt'); const taken = await SELECT.one`count(*) as n`.from(EventRegistration) .where({ eventCode, status: 'registered' }); const status = taken.n < 200 ? 'registered' : 'waitlist'; await INSERT.into(EventRegistration).entries({ eventCode, email, status }); await upsertContact({ email }); await fireEvent(status === 'registered' ? 'EVT_CONFIRM' : 'EVT_WAITLIST', email, { eventCode }); return status; }); });
A small page hosted on BTP and embedded in the Sales Cloud account screen, so sales sees the last campaigns, opens and score without leaving the account.
<!-- Hosted on BTP; the mashup passes the account's contact email in the URL --> <div id="mkt"></div> <script> const email = new URLSearchParams(location.search).get('email'); fetch(`/api/marketing-summary?email=${encodeURIComponent(email)}`) // BTP service, not the EC API directly .then(r => r.json()) .then(s => { document.getElementById('mkt').innerHTML = ` <h3>Marketing</h3> <p>Score <b>${s.score}</b> · last open ${s.lastOpen}</p> <ul>${s.campaigns.map(c => `<li>${c.name} — ${c.result}</li>`).join('')}</ul>`; }); </script>
A custom agent on top of the standard AI features: it reads scores from your warehouse, proposes a segment and a brief, and leaves sending to a marketer. Uses the SAP Cloud SDK for AI.
import { OrchestrationClient } from '@sap-ai-sdk/orchestration';
import { queryWarehouse } from './warehouse.js';
const client = new OrchestrationClient({
llm: { model_name: 'gpt-4o', model_params: { temperature: 0.2 } },
templating: {
template: [
{ role: 'system', content:
'You are a CRM marketing assistant. Use only the data given. ' +
'Return JSON: {segmentRule, audienceSize, subjectLines[3], brief}.' },
{ role: 'user', content: 'Goal: {{?goal}}\nData summary:\n{{?data}}' }
]
}
});
export async function draftWinBack(market) {
const rows = await queryWarehouse(`
SELECT loyalty_tier, next_best_category, COUNT(*) n
FROM MKT.EC_CUSTOMER_SCORES
WHERE churn_score > 0.7 AND days_since_order BETWEEN 90 AND 180
GROUP BY 1, 2`);
const res = await client.chatCompletion({
inputParams: { goal: `Win back lapsing ${market} customers`, data: JSON.stringify(rows) }
});
const draft = JSON.parse(res.getContent());
return { ...draft, status: 'NEEDS_APPROVAL' }; // a human approves before anything is sent
}Here is the honest answer on tools: SAP gives import tools and APIs for data, but no converter for code, workflows or rules. Those are rebuilt, sometimes with partner accelerators.
| What moves | From (SAP Marketing Cloud) | Tool / method | Lands in Engagement Cloud | Who | Kind |
|---|---|---|---|---|---|
| Data Contacts and IDs | Interaction contacts with several IDs (API_MKT_CONTACT_SRV, export definitions; custom CDS view where export is too limited) | Extract → clean and re-key to one External Contact ID (Python / SQL / ETL); identity resolved upstream in CDC | CSV Import Wizard (first load), then auto-import (SFTP/WebDAV) or Contact API v3; CDC / CDP connector for ongoing sync | Data migration engineer | SAP + custom |
| Data Consent | Marketing permissions and subscriptions (permissions table via custom view) | Regime mapping per country; proof fields; CDC as preference centre | Opt-in set by API or CDC connector (not by file); per-brand opt-ins as custom fields; re-permission program for gaps | Data + consent specialist | Custom |
| Data Purchases and products | Sales orders as interactions; product catalogue | ETL after cleansing; de-duplicate orders before backfill | Sales data (Smart Insight file or Batch Sales Data API, ≥2 years); product catalogue feed | Data migration engineer | SAP |
| Data Interaction history | Opens, clicks, web interactions in HANA | Export to the data warehouse (e.g. Snowflake, BigQuery, HANA Cloud) | Not loadable into EC: read via Relational Data; Open Data for new EC history | Data engineer | SAP + custom |
| Code Custom logic (BAdIs, key-user ABAP) | Custom Logic in 13 business contexts, e.g. CUAN_IA_REVISE_FOR_IMPORT | No converter from SAP. Manual rewrite: rule → Integration Suite Groovy step; send-time logic → External Content API (CAP on BTP); content logic → ESL | Integration Suite iFlows, CAP services, ESL blocks | Integration + BTP developers | Manual |
| Code Integrations | SMC CPI packages for C4C, Commerce, CDC, S/4; OData V2 users | Replace with EC connectors first; custom iFlows for the rest; OAuth 2.0 credentials | Commerce, CDC/CDP, Sales Cloud connectors; Integration Suite iFlows calling REST v3 | Integration developer | SAP + custom |
| Objects Custom Business Objects | CBO tables with generated UI and OData | Re-model as tables in client DB (HANA Cloud, Snowflake…) or a CAP app if users edit them | Relational Data (segments, personalisation); CAP app on BTP | BTP developer + data engineer | Manual |
| Objects Custom fields (YY1_) | Contact / interaction custom fields | Field catalogue mapping file | EC custom fields (typed) or sales-data columns (i_/f_/t_/s_) | Functional consultant | Config |
| Process Campaigns, automation, trigger campaigns (workflow) | Campaigns, campaign automation, trigger campaigns | No converter. Rebuild revenue-critical and legally required flows first, from pre-built tactics | Automation Center programs, Interactions programs, External Events, webhook nodes | Marketing automation specialist | Rebuild |
| Process Rules (consent, frequency, routing) | Permission checks, BAdI rules, campaign restrictions by marketing area | Rules re-expressed as segments, program checks, ESL conditions, or BTP logic | Program participation checks, frequency caps, Business Areas | Marketing consultant + developer | Rebuild |
| Content Templates and content | Content Studio emails, blocks, landing pages | No published HTML import from SMC. Rebuild block library | Visual Content Editor blocks, ESL; forms; AI Content Composer | Content specialist | Rebuild |
| Content Analytics | SAC stories, CMO dashboards | Re-create KPIs | EC reporting, AI Report Builder, Open Data in BigQuery to BI | Data analyst | Rebuild |
| Run Sending reputation | SMC sending domains and IPs | SAP professional services: IP warm-up; DNS (SPF, DKIM, DMARC) | New sender subdomains and IPs in EC | Deliverability specialist | SAP service |
Seven layers, one platform. Data at the bottom, insight at the top; every module below maps to a technology and to the person who works on it.
| Module | Job | Technology / interface | Who works on it | Was in SMC |
|---|---|---|---|---|
| Account & Business Areas | Separate brands, regions or B2B/B2C in one account | Admin UI; users and BA roles via SAP Cloud Identity Services | Solution architect, admin | Marketing areas |
| Contact database | One profile per person, one key field | Contact API v3 (OAuth 2.0), CSV import, SFTP auto-import, CDC/CDP connectors | Functional + technical | Interaction contacts |
| Sales data (Smart Insight) | Purchases for segments, RFM, revenue | sales_items CSV via SFTP/API; Batch Sales Data API | Technical | Sales order interactions |
| Product catalogue | Products for recommendations and content | Scheduled feed (URL / SFTP), Product Catalog API (2026) | Technical | Product master for recos |
| Relational Data | Query client databases live, no copy | Connections to HANA Cloud, Snowflake, BigQuery, Postgres…; SQL templates | Technical + functional | Custom BOs, CDS views |
| Engagement events / Web Extend / SDK | Behaviour and app events | Web Extend JS, mobile SDK, Commerce connector, Engagement Events API | Technical (frontend) | Web tracking interactions |
| Segments & AI | Who to target | Segment builder, AI Segment Generator, AI scores, Predict | Functional | Target groups, scores |
| Automation Center / Interactions | Journeys and triggers | Program canvas, tactics, External Events API, webhook node | Functional (+ technical for events) | Campaign automation |
| Content | What to say | Visual Content Editor, ESL (Twig-based), External Content API, AI Content Composer | Functional + content; technical for External Content | Content Studio |
| Channels | Where to say it | Email, SMS, WhatsApp, LINE, push/in-app (SDK), web channel, ads connectors, wallet | Functional; technical for SDK | Email, SMS |
| Loyalty | Tiers, points, vouchers | Loyalty module, wallet passes, loyalty API | Functional | Not in SMC |
| Insight | What worked | Reporting, revenue attribution, AI Report Builder, Open Data (BigQuery) | Functional + data analyst | SAC stories |
| Sales handover | Pass hot leads to sales | Sales & Service Cloud V2 integration (EAC, Enterprise), webhook, Integration Suite iFlow | Architect + technical | Lead management to C4C |
Follow the numbers 1 to 9: data comes in, gets segmented, a program picks content and a channel, the customer acts, and the results loop back to the warehouse and to sales.
One scenario, cart abandonment with store stock, in eight steps. Open a step to see what the solution architect decides, what the functional consultant configures and what the technical consultant codes.
# docs/interfaces/IF-01-contact.yaml
source: SAP Customer Data Cloud
target: SAP Engagement Cloud · Contact API v3
key: external_id = CDC.UID
owner_of: [email, consent, language]
mode: near real time (connector), fallback SFTP nightly
nfr: { volume: 12M contacts, peak: 1,000 upserts/min }source_column,ec_field,type,required customer_uid,external_id,short_text,yes email,3 (Email),email,yes first_name,1 (First name),short_text,no loyalty_tier,loyalty_tier,single_choice,no
ScarabQueue.push(['setCustomerId', user.uid]);
ScarabQueue.push(['cart', cart.lines.map(l => ({ item: l.sku, price: l.price, quantity: l.qty }))]);
ScarabQueue.push(['go']);In EC: contacts, consent, 2 years of sales, products, events In warehouse (Relational Data): returns, store stock, churn score, 5 years of history, custom objects (ex-SMC CBOs)
Need: "lapsed GOLD members by home store", refreshed at send. Fields: email, tier, home_store, days_since_order, churn_score
CREATE OR REPLACE SECURE VIEW MKT.EC_SCORES AS SELECT LOWER(email) email, tier, home_store, days_since_order, churn_score FROM CORE.CUSTOMER_360 WHERE marketing_consent = TRUE;
G_ global, R_XX_ regional, L_CC_ local filter only; owner and refresh documented
G_CART_ABANDONERS_24H behaviour: cart event in last 24 h AND no purchase since AND email opt-in = TRUE AND NOT in segment G_SUPPRESS_COMPLAINTS
SELECT external_id FROM MKT.EC_SCORES WHERE home_store = :store AND days_since_order > :days
events:
evt_cart_abandoned: { from: Commerce connector, latency: < 5 min }
evt_order_shipped: { from: S/4 via Integration Suite, latency: < 15 min }G_CART_ABANDON: entry: evt_cart_abandoned checks: [email_optin, quiet_hours, frequency_cap] steps: [wait 1h, email blk_cart, split app_user → push, exit on purchase]
await fetch(`${API}/event/${EVT}/trigger`, { method: 'POST',
headers: { Authorization: `Bearer ${token}`, 'Content-Type': 'application/json' },
body: JSON.stringify({ key_id: 'external_id', external_id: uid, data: { cart } }) })Store stock = External Content (API at send); prices = event payload; tier = contact field
Hi {{ contact.1 | default('there') }},
{% foreach item in event.cart limit 3 %}
{{ item.name }} · {{ item.price }}
{% endforeach %}this.on('READ', 'StoreStock', async req => {
const rows = await s4.get(`/Stock?plant=${req.data.store}`)
return rows.map(r => ({ sku: r.material, inStock: r.qty > 0 }))
})_dmarc.brand.de. TXT "v=DMARC1; p=quarantine; rua=mailto:dmarc@brand.de"
App users → push first; others → email; MX/IN → WhatsApp; quiet hours 21:00–08:00
Emarsys.setContact(contactFieldId = KEY_FIELD, contactFieldValue = user.uid) // illustrative
kpis: [revenue_per_program, conversion, unsubscribe_rate] path: EC reporting + Open Data → BigQuery → BI
Program G_CART_ABANDON: conversion 7.4%, revenue €212k (sample)
SELECT campaign_id, COUNT(DISTINCT contact_id) clicked FROM `emarsys-open-data.emarsys_ACCOUNT.email_clicks_ACCOUNT` WHERE event_time > TIMESTAMP_SUB(CURRENT_TIMESTAMP(), INTERVAL 7 DAY) GROUP BY 1
Warehouse recomputes churn score nightly → Relational Data; MQL → Sales & Service Cloud V2 lead
MQL = B2B contact with score ≥ 70 AND visited pricing page twice in 14 days
await fetch(`${V2}/sap/c4c/api/v1/lead-service/leads`, { method: 'POST',
headers: { Authorization: `Bearer ${scToken}`, 'Content-Type': 'application/json' },
body: JSON.stringify({ name: `MQL · ${c.company}`, qualificationLevel: 'WARM' }) }) // field names per tenant API specIllustrative samples by PGC Digital. Field IDs, endpoints, event IDs and V2 field names come from the client tenant; check them before use.
Two views of the stack. Inside the product: what SAP and Emarsys built it with, from published vendor stories. On top of the product: what your developers use, because Engagement Cloud itself takes no custom code.
| Layer | Inside the product (published) | What your developers build with | Note |
|---|---|---|---|
| Frontend | Web app; vendor stories cite AngularJS → Angular and back-end-for-front-end services (Heroku story) | No custom UI inside EC. Build with: Visual Content Editor + ESL (Twig-based) for messages; Web Extend JavaScript on your site; mobile SDK (iOS, Android; wrappers for cross-platform frameworks – check current support); SAP Build Apps or SAPUI5 for side apps and V2 mashups | Vendor detail from customer stories, not an SAP spec |
| Backend | PHP core plus Node.js "feature services"; REST between services, RabbitMQ queues, in-house request signing (Heroku story) | No in-app custom code. Build with: SAP BTP CAP (Node.js or Java) for External Content APIs, custom objects and event handlers; Joule Studio for agents; Integration Suite for transformation | Vendor detail not published by SAP |
| Business data access (DAO) | Internal services behind REST API v3 | Contact API v3, External Events API, Sales Data / Batch Sales Data API, Product Catalog API (GA Q3 2026), Engagement Events API, Relational Data (SQL against your DB), Open Data (BigQuery). On BTP, CDS entities are your data access objects | OAuth 2.0 (OpenID Connect); WSSE sunset end 2026 / Feb 2027 |
| Database | MySQL for the core; Google Cloud BigQuery (batch), Bigtable (real time), Cloud Storage (models) per vendor stories | No direct DB access to EC. Your data: SAP HANA Cloud, Snowflake, BigQuery, Redshift, Azure SQL, SQL Server, MySQL, PostgreSQL via Relational Data; EC engagement data out via Open Data (BigQuery) | Hosting region per account: confirm with SAP |
| Platform & AI | Google Cloud (GKE, Dataflow, Pub/Sub) and Heroku for feature services per vendor stories; quarterly releases | SAP BTP subaccount, Cloud Identity Services (Business Area roles), Integration Suite, Joule (EAC, Enterprise), SAP AI Core / generative AI hub for custom AI | |
| Commerce Cloud link | SAP Commerce Cloud connector: contacts (with consent), real-time events (cart, order, registration, review, opt-in), products; message queue | Install/configure the connector extension in Commerce; Web Extend on the storefront; Engagement Events for cart and purchase signals; CDC/CDP for identity | Standard, GA |
// cart.component.ts — send cart and product view to Engagement Cloud
ngOnInit() {
this.cartService.getActive().subscribe(cart => {
(window as any).ScarabQueue = (window as any).ScarabQueue || [];
const q = (window as any).ScarabQueue;
if (this.user?.uid) q.push(['setCustomerId', this.user.uid]);
q.push(['cart', cart.entries.map(e => ({ item: e.product.code, price: e.basePrice.value, quantity: e.quantity }))]);
q.push(['go']);
});
}// srv/dao/ec-contact-dao.js — one place for all contact calls
class EcContactDao {
constructor(http, token) { this.http = http; this.token = token }
async upsert(contacts) { // [{ external_id, '3': email, ... }]
return this.http.put('/api/v3/contact/?create_if_not_exists=1',
{ key_id: 'external_id', contacts }, { headers: { Authorization: `Bearer ${await this.token()}` } })
}
async get(externalId, fields = ['1', '2', '3']) {
return this.http.post('/api/v3/contact/getdata',
{ keyId: 'external_id', keyValues: [externalId], fields }, { headers: { Authorization: `Bearer ${await this.token()}` } })
}
}
module.exports = EcContactDaonamespace pgc.mkt;
using { cuid, managed } from '@sap/cds/common';
entity StoreStock : cuid, managed {
store : String(10); sku : String(40); qty : Integer;
}
service StockService @(path: '/stock') {
@readonly entity Stock as projection on StoreStock; // read by External Content at send time
}CREATE OR REPLACE SECURE VIEW MKT.EC_STORE_STOCK AS SELECT s.store, s.sku, s.qty, p.name FROM OPS.STORE_STOCK s JOIN OPS.PRODUCT p ON p.sku = s.sku WHERE s.qty > 0;
# Commerce Cloud manifest / local.properties — names illustrative, see the connector guide
emarsys.api.oauth.client.id=${EC_CLIENT_ID}
emarsys.api.oauth.client.secret=${EC_CLIENT_SECRET}
emarsys.contact.keyField=external_id
emarsys.events.enabled=cart,order,registration,optin
emarsys.productcatalog.export.cron=0 0 2 * * ?// iFlow MKT_EC_SC2_LEAD_G — receives the EC webhook, creates a V2 lead
def Message processData(Message m) {
def ev = new JsonSlurper().parseText(m.getBody(String))
def lead = [ name: "MQL · ${ev.company}", qualificationLevel: 'WARM',
account: [ displayId: ev.accountId ], contact: [ displayId: ev.contactId ] ]
m.setBody(JsonOutput.toJson(lead)) // POST /sap/c4c/api/v1/lead-service/leads
m.setHeader('Content-Type', 'application/json'); return m
}// on V2 business event "lead qualified/won" → update EC contact
await ecContactDao.upsert([{ external_id: ev.contactExternalId, lead_status: ev.status }])Vendor-internal details come from Heroku and Google Cloud customer stories about Emarsys and may be out of date; SAP has not published the current internal stack. Code is illustrative; connector property names, API paths and V2 field names must be checked in the client tenant and SAP Help.
Offering: SAP Marketing Cloud → SAP Engagement Cloud. One short form, a named PGC Digital lead replies.
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Partner and vendor references are summarised from public SAP sources. Validate release-dependent details against your own tenant.
Everything in one place for moving a manufacturer's SAP C4C estate to Sales & Service Cloud V2: the product differences, the vision and scope, the pilot-subsidiary and country rollout, and the global template kit with sample configuration, data and code.
Client profile assumed: a discrete manufacturer selling machines, spare parts and service contracts through sales companies in Europe, the USA and Asia on a shared S/4HANA backbone.
The product background: how V1 and V2 differ as platforms, how code, custom objects and data move, and which modules carry over easily.
SAP starts building cloud CRM inside Business ByDesign.
Sales OnDemand launches; the platform that becomes C4C / V1.
Renamed Cloud for Customer; PDI, KUT, quarterly releases.
V2 rebuilt cloud-native; Service V2 first, no ABSL or SDK.
Fall 2023 release; first limited-scope go-lives.
SAP's target for V2 to be broadly comparable with V1.
RCT and DTT ship in V1's Transition work center; Leads added Feb 2025.
Digital Service Agent GA; GenAI duplicate check (Q3).
Joule Studio GA, deal-risk scoring, rebuilt forecasting.
V1 2605: RCT shows add-ons; DTT adds code-list mapping.
V1 2608: no new business function; DTT adds utilities objects.
Status: V1 is in maintenance mode; Joule, agents and new workspaces ship to V2 only. No public V1 end-of-maintenance date was found; confirm SAP's position before quoting one.
| Layer | V1 (C4C) | V2 | Migration impact |
|---|---|---|---|
| Custom code | ABSL in PDI solutions | No ABSL, no SDK; Node.js / Java via CAP on BTP, or SAP Build | Every script rewritten or retired |
| Custom objects | CBOs inside the tenant, generated OData | Custom Services backed by CAP entities | Re-modelled; data loaded separately |
| Extension fields | KUT fields | Extension fields in admin extensibility | DTT maps them where supported |
| Business rules | Workflow rules, ABSL events | Autoflow, External Hooks, custom validation and determination | Rule-by-rule redesign |
| Integration | OData V2, SOAP, CPI (often Neo) | REST / OData V4, events, Integration Suite packages | Adopt standard, adapt or redesign each iFlow |
| UI extension | HTML mashups, embedded components | Mashups with permissions, embedded BTP or Build apps | Custom UI redone |
| Data tools | Data Workbench | Data Import & Export; DTT for V1→V2 | DTT for standard objects, files for the rest |
| AI | Limited, added late | Joule, Joule Studio agents, deal and case intelligence | New value case |
// Opportunity-Root: Event-BeforeSave.absl
import ABSL;
if (this.ProbabilityPercent.content >= 80
&& !this.ZApprovalCreated) {
var req = ZDealApproval.Create();
req.OpportunityID = this.ID.content;
req.Status = "01";
this.ZApprovalCreated = true;
}Illustrative. Reads fields directly and creates a CBO instance in the same transaction.// srv/hooks.js (External Hook endpoint)
module.exports = srv => {
srv.on('opportunityBeforeSave', async req => {
const opp = req.data.currentImage;
if (opp.probability >= 80 && !opp.extensions?.approvalCreated) {
await INSERT.into('DealApprovals')
.entries({ opportunityId: opp.id, status: 'OPEN' });
return { data: { extensions: { approvalCreated: true } } };
}
return { noChanges: true };
});
};Illustrative. V2 posts the record; the CAP app replies with changes or none. The approval entity lives in CAP, shown in V2 as a Custom Service.SAP reports TransforMate at up to 60% conversion accuracy and up to 50% shorter build time; these are SAP's figures, not a guarantee.
Standard master and transactional data with configuration, relationships, same IDs and UUIDs, parallel transfers, delta sync, notes, attachments, mapped extension fields.
Leads, appointments, tasks, phone calls, visits, route planning, some activity sub-fields; tickets to cases need case types first.
ABSL logic, workflow rules, CBO structures and data, integrations, UI, reports, personal settings, email templates. No simple rollback of a run.
| Area | Module | V1 features | V2 features | Ease |
|---|---|---|---|---|
| Sales | Accounts & contacts | Account, contact, BP relationships, 360 facets | Customer 360 with S/4 metrics, GenAI duplicate check | Same · DTT |
| Sales | Leads | Qualification, conversion, sources | Lead workspace, AI lead scoring | DTT w/ restrictions |
| Sales | Opportunities | Phases, probability, products, sales team, workflow approval | Selling workspace, Kanban pipeline, next best action, deal risk | Data easy, process redesign |
| Sales | Quotes & orders | Quote, ERP pricing, order replication | Standard lead-to-cash with S/4HANA | Fit-gap |
| Sales | Visits & retail | Visit planning, routes, surveys, tours | Retail execution in one stack with sales | Validate restrictions |
| Sales | Activities | Appointments, tasks, calls, emails | Server-side Outlook & Gmail sync, timeline | DTT w/ restrictions |
| Sales | Territories | Hierarchy, realignment rules | Territories, assignment; rule depth maturing | Check depth |
| Sales | Forecasting | Forecast by opportunity | Forecast views rebuilt (Q1 2026) | Rebuild |
| Service | Ticket → Case | Flat ticket, status fields, SLA | Case types with phases & steps, parent-child, automatic SLA | Re-model |
| Service | Routing | Assignment rules, queues | Skills-based routing, channel-agnostic inbox | Redesign |
| Service | Installed base | IB hierarchy, registered products, warranties | Equivalent objects; check DTT per object | Fit-gap |
| Industry | Utilities | Premise, contract account | Utilities for Service V2; DTT since 2608 | DTT |
| Platform | Workflow | Workflow rules | Autoflow, multi-step approvals | Rebuild |
| Platform | Extensibility | KUT, PDI, CBOs, ABSL | Extension fields, hooks, Custom Services, CAP, SAP Build | Rebuild |
| Platform | Analytics | Reports, data sources | Embedded analytics, KPI cards, SAC stories | Rebuild |
| Platform | Integration | OData V2, SOAP, CPI | REST / OData V4, events, standard packages | Redesign |
| AI | Joule & agents | None | Joule, Joule Studio, Digital Service Agent | New |
| UX | Search & workspaces | Enterprise search, work centers | Global search, role workspaces | New |
Readiness Check inventory, AssessMate scoring, TransforMate draft code, DTT transfer of standard data and configuration.
Process workshops, fit-gap, keep / retire / redesign calls, CBO re-models, CAP build, integration redesign, mocks, reconciliation, cutover, hypercare.
A clean-core V2 with less custom code, standard S/4 lead-to-cash, Joule and agents, one template for every country.
Move V1 to V2 through one pilot subsidiary, harden the result into a global template, then roll it out country by country across Europe, USA and Asia, each new country at a fraction of the pilot's effort.
Why now. V1 is in maintenance mode: Joule, agents, deal intelligence and case management ship to V2 only, and V1 2608 added transition tooling but no new business function.
| Scope area | In scope | Out of scope (separate decision) |
|---|---|---|
| Sales | Accounts, contacts, leads, opportunities, quotes, replicated orders, activities, visits, territories, forecasting | CPQ replacement, commerce storefront |
| Service | Tickets to cases, installed base, registered products, entitlements, field service handover | Full field service scheduling rebuild |
| Platform | Extensions, workflows, integrations, analytics, roles, identity | S/4HANA changes beyond interface adjustments |
| Data | Open and historic CRM data per country, master data reload from S/4 | Closed records older than the retention window |
| People | Training, change, hypercare per country | Sales organisation redesign |
S/4HANA stays master for customers, products, pricing and orders. V1 appears only during migration: DTT and delta feed V2 until each country's cutover, then V1 is retired for that country.
Get accounts, products and org units right in the pilot and every later module and country reuses them.
| Element | Global (L1) | Regional (L2) | Local (L3) |
|---|---|---|---|
| Process model | Lead-to-cash, opportunity phases, quote approval, case lifecycle, visits | Distributor vs direct variants | Approval thresholds |
| Object model | Standard objects + global extension fields | Regional fields (EU VAT ID, US tax exemption) | None |
| Org structure | Global pattern, sales org logic | Region nodes, regional sales orgs | Offices, territories, teams |
| Code lists | Phases, loss reasons, case types, priorities | Regional additions | Country values, translations |
| Roles | Global role catalogue | Regional data restrictions | User assignment |
| Automation | Autoflows, validations, hooks (one code base) | Parameters | Parameter values |
| Integration | One S/4 pattern via Integration Suite | Company codes, US tax engine | Country endpoints |
| Compliance | Consent, audit, retention framework | GDPR, US state privacy, PDPA, PIPL | Local retention periods |
| Language | English master texts | Regional languages | Local formats |
| Analytics | Global KPI set | Regional dashboards | Country targets |
| Module | V1 object (OData) | V2 object (indicative API) | Key attributes to carry | Route |
|---|---|---|---|---|
| Org | OrganisationalUnit | Organizational Unit | Unit ID, name, parent, sales/service flags | DTT, first |
| Org | Employee | Employee | ID, name, email, org unit, role, user | DTT or IdP feed |
| Org | Territory | Territory | ID, parent, owner, accounts | DTT |
| Product | Material | Product | ID (= S/4 material), category, UoM, status | S/4 replication |
| Customer | CorporateAccount | Account | ID (= S/4 BP), name, role, country, address, sales area, owner | S/4 for ERP customers; DTT for prospects |
| Customer | IndividualCustomer | Individual Customer | ID, names, country, consent | DTT |
| Customer | Contact | Contact | ID, last name, account, function, email, consent | DTT |
| Sales | Lead | Lead | ID, name, account, source, qualification, status, owner | DTT w/ restrictions |
| Sales | Opportunity | Opportunity | ID, name, account, cycle, phase, probability, value + currency, close date, owner, sales org | DTT |
| Sales | SalesQuote | Sales Quote | ID, type, account, sales area, items, validity | Confirm DTT scope |
| Sales | SalesOrder | Sales Order | ID, S/4 reference, items | Replicated from S/4 |
| Activities | Appointment / Task / PhoneCall | Same names | ID, subject, dates, owner, account, contact, status | DTT w/ restrictions |
| Field | Visit, route | Visit, route planning | ID, account, planned start/end, owner, type | DTT w/ restrictions |
| Service | ServiceRequest (Ticket) | Case | ID, case type, account, subject, priority, status, SLA dates, owner | DTT; case types first |
| Service | RegisteredProduct, InstalledBase | Registered Product, Installed base | Serial, product, account, warranty | Confirm DTT, else file |
| Cross | KUT / PDI fields | Extension fields | Field name, type, code list | Create, map, DTT |
| Custom | Custom Business Object | Custom Service + CAP entity | Rebuilt model, re-linked keys | Export → CAP |
V2 API paths are indicative; check them on the SAP Business Accelerator Hub. Mandatory flags are configurable, so confirm them in the client's tenant.
Mock 1 (mapping) → Mock 2 (full volume) → dress rehearsal (timed) → production with delta, stop delta and post-processing.
| Level | Check |
|---|---|
| 1 Volume | Counts per object and country |
| 2 Field | Amounts, currency, phase, close date, owner |
| 3 Relationship | Account → contact → opportunity → product |
| 4 Process | A rep advances an opportunity, creates a quote |
| 5 Integration | V2 → Integration Suite → S/4 round trip |
| 6 Sign-off | Country process owner approves |
| Item | Treatment | What the team does | Effort |
|---|---|---|---|
| Accounts, contacts, leads, opportunities, activities | Lift & shift | Clean, DTT, reconcile | Low |
| Business configuration, code lists | Lift & shift | Transfer BC, review | Low |
| KUT fields, PDI field values | Semi-automatic | Recreate fields, map, DTT | Medium |
| Tickets to cases | Semi-automatic | Design case types, then DTT | Medium |
| Custom business objects | Manual rebuild | CAP entity + Custom Service; load data | High |
| ABSL / PDI logic | Manual rebuild | AssessMate, TransforMate, rewrite, test | High |
| Integrations | Manual redesign | Adopt, adapt or redesign each iFlow | High |
| Workflow rules, reports, roles, mashups | Manual rebuild | Autoflow, KPI set, role catalogue | Medium |
| Email templates, personal settings | Not transferred | Ship defaults in template | Low |
The pilot carries the design cost; each country after it deploys the kit, applies its regional layer and loads its data.
Mid-size, uses sales and service, shares the S/4 instance with other countries, has an engaged sponsor, and no major local exceptions.
Process design, object model, extensions, integration design, test scripts, training content.
Durations in the roadmap are planning assumptions, sized after the Readiness Check and AssessMate.
| Role | Keeps | Gains in V2 | Must relearn |
|---|---|---|---|
| Sales rep | Accounts, pipeline, history | Guided workspace, next best action, Kanban, Joule, email sync | Workspaces, search, mobile app |
| Key account manager | Hierarchy, relationships | Customer 360 with S/4 figures, deal risk | Where 360 views sit |
| Sales manager | Territories, team pipeline | Rebuilt forecasts, KPI cards | Forecast process |
| Service agent | Tickets (now cases), product history | Phases and steps, SLA timers, AI classification | Case lifecycle and routing |
| Field rep | Visit plans, routes | Retail execution in the same app | Visit and survey screens |
| Admin | Code lists, org, users | Admin extensibility, Autoflow, Custom Services | No KUT or PDI |
| Area | V1 | V2 | Users notice first |
|---|---|---|---|
| Navigation | Work centers and views | Role workspaces, global search | Fewer clicks, new menu |
| Opportunity | List then facets | Stage bar, KPI cards, timeline, next best action, Kanban | Drag deals across stages |
| Account | Facets | Customer 360 with S/4 orders, contracts, invoices | ERP figures in CRM |
| Service | Ticket status and SLA fields | Case phases, steps, SLA timers, AI | Screen shows the next step |
| Outlook add-in | Server-side Outlook and Gmail sync | No add-in | |
| AI | Little or none | Joule summaries, drafting, agents | New habits |
| Body | Decides | Cadence |
|---|---|---|
| Steering committee | Scope, waves, budget, go / no-go | Monthly + gates |
| Global design authority | Template changes, deviations, extensions | Weekly |
| Regional process leads | Regional layer, wave readiness | Weekly per wave |
| Country cutover board | Cutover go / no-go, sign-off | Daily in cutover week |
| Risk | Mitigation |
|---|---|
| DTT can't move one subsidiary from a shared V1 tenant | Decide option A / B / C in discovery; confirm with SAP |
| Countries on V1 and V2 at once | One system of record per country; switch integrations per wave |
| Restricted DTT objects | Restriction list per object; file loads for gaps |
| CBO / ABSL rebuild bigger than estimated | AssessMate on day one; retire before rebuild |
| No DTT rollback | Three mocks + dress rehearsal |
| Regional requests erode template | Design authority, deviation budget |
Assumptions to confirm: number of V1 and S/4 tenants, users per country, data volumes from the Readiness Check, PDI solutions and CBOs, data residency for Asia, shared sales organisations.
What is global versus regional, how the project and code are organised, and sample configuration, data and code. All names, values and code are illustrative; verify payloads and admin paths against SAP Help for the client's V2 release.
| Aspect | V1 | V2 | Migration impact |
|---|---|---|---|
| Core structure | BOs with root and child nodes | Entities with sub-entities behind REST / OData V4 | Field mapping per object |
| Identifiers | Object ID + UUID | ID + display ID | DTT keeps V1 IDs and UUIDs |
| Customer fields | KUT fields on the node | Extension fields in an extensions structure | Recreate, map, transfer |
| Custom objects | PDI BOs with ABSL | Custom Services on CAP | Re-model, load separately |
| Change events | Workflow rules, ABSL events | Business events, Autoflow, hooks | Logic rebuilt |
| API contract | OData V2, SOAP | REST, OData V4, events | Every integration re-pointed |
| Requirement | V1 build | V2 tier | V2 build |
|---|---|---|---|
| Competitor mandatory on lost opportunity | ABSL check | Configuration | Mandatory rule / validation |
| Discount above threshold needs approval | Workflow + ABSL | Configuration | Quote approval |
| Follow-up task when quote sent | Workflow rule | Configuration | Autoflow |
| Machine family and plant on opportunity | KUT fields | Medium | Global extension fields |
| S/4 credit-block check before quoting | ABSL + web service | Medium | External Hook → CAP → S/4 |
| Machine telemetry on registered product | HTML mashup | Medium | Mashup-based Custom Service |
| Trial machine loan lifecycle | PDI custom BO | Large | Custom Service + CAP, UI in SAP Build |
| Spare-parts recommendation | PDI logic + UI | Large | CAP service or Joule Studio agent |
| Object | Global (L1) | Regional (L2) | Local (L3) |
|---|---|---|---|
| Account | Structure, roles, mandatory and extension fields, duplicate rules | Tax ID rules, consent fields | Address format, local classes |
| Contact | Structure, functions, consent model | Consent texts, retention | Language default |
| Lead | Sources, qualification, scoring | Regional campaign sources | Local sources |
| Opportunity | Sales cycles, phases, probabilities, reasons, forecast categories | Distributor-led variant | Approval thresholds |
| Sales quote | Types, approval flow, layout | Legal texts, tax display | Rounding, local terms |
| Product / pricing | Categories; S/4 as source | Regional availability, S/4 price procedures | None |
| Case | Case types, phases, steps, priorities, SLA model | SLA calendars, service hours | Holidays, local queues |
| Org / territory | Pattern, hierarchy logic, assignment rules | Regions, sales orgs | Offices, teams, territories |
| Roles | Role catalogue | Data restrictions | User assignment |
| Automation | All rules, parameterised | Parameter values | Parameter values |
mfg-cx-template/ ├── config/ │ ├── global/ org-model.yaml, code-lists.csv, extension-fields.yaml, roles.yaml, params.yaml, schema.json │ ├── regional/ R-EU.yaml, R-AM.yaml, R-AS.yaml │ └── local/ DE.yaml, FR.yaml, US.yaml, IN.yaml … ├── db/ schema.cds (CBO replacements, e.g. TrialLoans) ├── srv/ │ ├── trial-service.cds │ ├── hooks/ opportunity-hook.js, quote-hook.js, case-created.js │ └── lib/ params.js (global → regional → local merge) ├── integration/ iFlow list, V1 → V2 API mappings, country endpoint checklist ├── data/ │ ├── templates/ org-units.csv, employees.csv, accounts.csv, trial-loans.csv │ ├── dtt/ extension-field mapping, exception register │ └── reconciliation/ ├── test/ unit, API, regression ├── docs/ release notes, decisions, training pack ├── mta.yaml └── package.json
# config/global/org-model.yaml (Template 1.0)
company: MFG-GLOBAL
levels: [company, region, sales_org, sales_office, team]
regions:
- id: R-EU
sales_orgs:
- id: SO-DE01
s4_sales_org: "1010"
distribution_channels: ["10", "20"]
offices: [OF-DE-MUC, OF-DE-HAM]
- id: R-AM
sales_orgs:
- id: SO-US01
s4_sales_org: "1710"
- id: R-AS
sales_orgs:
- id: SO-IN01
s4_sales_org: "2810"
list,code,description_en,layer OPP_SALES_CYCLE,Z01,Machine sale,global OPP_SALES_CYCLE,Z02,Retrofit,global OPP_SALES_CYCLE,Z03,Service contract,global OPP_SALES_CYCLE,Z04,Spare parts,global OPP_REASON_LOST,L01,Price,global OPP_REASON_LOST,L02,Delivery time,global CASE_TYPE,ZBRK,Machine breakdown,global CASE_TYPE,ZSPR,Spare-part request,global CASE_TYPE,ZWTY,Warranty claim,global CASE_TYPE,ZINS,Installation,global ACCOUNT_CLASS,DLR,Authorised dealer,regional:R-AM
# config/global/extension-fields.yaml - entity: Opportunity field: MachineFamily type: codelist layer: global v1_source: KUT Opportunity.ZMachineFamily dtt_mapping: required - entity: Account field: EU_VatIdChecked type: boolean layer: regional:R-EU - entity: Account field: AM_TaxExemptCertificate type: text(40) layer: regional:R-AM
# config/regional/R-EU.yaml
region: R-EU
currency_default: EUR
privacy: { consent_required: true, contact_retention_months: 36 }
quote: { discount_approval_pct: 15, legal_footer_key: EU_STD }
case_sla_calendar: EU-BUSINESS-HOURS
# config/local/DE.yaml (values only)
country: DE
region: R-EU
quote: { discount_approval_pct: 12 }
holidays_calendar: DE-BY
languages: [de, en]
Review rule: a local file may only override keys in its regional file, and a regional file only keys in the global schema.
| # | What | Source → method | Check before next step |
|---|---|---|---|
| 1 | Org units | Template file → DTT | Each sales org maps to an S/4 sales area |
| 2 | Employees, users | V1 + IdP → DTT, IAS | One role and org unit per user |
| 3 | Roles and restrictions | Template → admin config | Test users see only their region |
| 4 | Code lists, mapping | Template + V1 → Transfer BC | No unmapped V1 code |
| 5 | Products | S/4 → Integration Suite | Counts match S/4 |
| 6 | ERP customer accounts | S/4 BPs → Integration Suite | BP number = account ID |
| 7 | Prospects, individual customers | V1 → DTT | No duplicates against step 6 |
| 8 | Contacts, hierarchies | V1 → DTT | Every contact linked |
| 9 | Territories | V1 + template → DTT, realign | Each account in one territory |
| 10 | Installed base, registered products | V1 / S/4 → DTT or import | Unique serials |
| 11 | Custom-object data | V1 CBO → CAP | Valid V2 references |
| 12 | Transactions | V1 → DTT | Reconciliation 1–3 pass |
orgUnitId,name,parentId,type,s4SalesOrg,country MFG-GLOBAL,Global Manufacturing Group,,company,, R-EU,Europe,MFG-GLOBAL,region,, SO-DE01,Sales Germany,R-EU,sales_org,1010,DE OF-DE-MUC,Office Munich,SO-DE01,sales_office,1010,DE R-AM,Americas,MFG-GLOBAL,region,, SO-US01,Sales USA,R-AM,sales_org,1710,US
employeeId,name,email,orgUnitId,businessRole,country E10001,Anna Keller,anna.keller@example.com,OF-DE-MUC,ZKAM,DE E10002,Lukas Brandt,lukas.brandt@example.com,OF-DE-MUC,ZSALESREP,DE E20001,Maria Lopez,maria.lopez@example.com,SO-US01,ZSALESMGR,US E30001,Ravi Nair,ravi.nair@example.com,SO-IN01,ZSVCAGENT,IN
externalId,legacyV1Id,name,role,country,industrySegment,owner PRS-DE-000187,1000187,Alpentec Verpackung GmbH,prospect,DE,packaging,E10002 PRS-DE-000188,1000188,Nordblech Metallbau AG,prospect,DE,metal,E10002 PRS-US-000512,2000512,Great Lakes Stamping LLC,prospect,US,automotive,E20001
legacyId,accountId,opportunityId,machineSerial,loanStart,loanEnd,status,country ZTL-000045,1000187,20000931,PR-4400-11871,2026-10-05,2026-11-05,ACTIVE,DE ZTL-000046,17100052,20001455,PR-2200-09032,2026-09-01,2026-10-01,RETURNED,US
All IDs, names and codes are sample data. Accounts from S/4 keep the BP number; CRM-only records keep V1 IDs through DTT; custom-object records store the V1 ID in legacyId.
// db/schema.cds
namespace mfg.cx;
using { cuid, managed } from '@sap/cds/common';
entity TrialLoans : cuid, managed {
legacyId : String(20);
accountId : String(20) not null;
opportunityId : String(20);
machineSerial : String(40) not null;
loanStart : Date not null;
loanEnd : Date not null;
status : String(10) enum { ACTIVE; RETURNED; CONVERTED; };
country : String(2) not null;
}
// srv/trial-service.cds
using mfg.cx as db from '../db/schema';
@requires: 'authenticated-user'
service TrialLoanService @(path: '/trial-loans') {
entity TrialLoans as projection on db.TrialLoans;
action returnMachine(loanId: UUID) returns TrialLoans;
}
// srv/lib/params.js — global → regional → local
const global = require('../../config/global/params.json')
const regions = { 'R-EU': require('../../config/regional/R-EU.json'),
'R-AM': require('../../config/regional/R-AM.json'),
'R-AS': require('../../config/regional/R-AS.json') }
const countryRegion = { DE: 'R-EU', FR: 'R-EU', US: 'R-AM', IN: 'R-AS' }
const merge = (base, over) => {
const out = { ...base }
for (const [k, v] of Object.entries(over || {})) {
if (!(k in base)) throw new Error(`Key ${k} is not in the template schema`)
out[k] = (v && typeof v === 'object' && !Array.isArray(v)) ? merge(base[k], v) : v
}
return out
}
module.exports.forCountry = (country) => {
const region = countryRegion[country]
if (!region) throw new Error(`Country ${country} is not rolled out yet`)
let local = {}
try { local = require(`../../config/local/${country}.json`) } catch (e) {}
return merge(merge(global, regions[region]), local)
}
// srv/hooks/opportunity-hook.js (illustrative payload)
const { forCountry } = require('../lib/params')
module.exports = (srv) => {
srv.on('opportunityBeforeSave', async (req) => {
const opp = req.data.currentImage
const p = forCountry(opp.country || 'DE')
const errors = []
if (opp.salesCycle === 'Z01' && !opp.extensions?.MachineFamily)
errors.push({ code: 'MFG001', message: 'Machine family is required for machine sales.' })
if ((opp.extensions?.DiscountPct || 0) > p.quote.discount_approval_pct
&& !opp.extensions?.ApprovalId)
errors.push({ code: 'MFG002',
message: `Discounts above ${p.quote.discount_approval_pct}% need approval.` })
return errors.length ? { info: errors, severity: 'ERROR' } : { noChanges: true }
})
}
// srv/hooks/case-created.js (Autoflow webhook, illustrative)
const cds = require('@sap/cds')
module.exports = (srv) => {
srv.on('caseCreated', async (req) => {
const c = req.data
if (c.caseType !== 'ZBRK') return { status: 'ignored' }
const s4 = await cds.connect.to('S4_SERVICE_ORDER')
await s4.post('/ServiceOrders', {
ServiceOrderType: 'SVO1',
SoldToParty: c.accountId,
ServiceObjectSerial: c.registeredProductSerial,
ExternalReference: c.displayId
})
return { status: 'created' }
})
}
// test/params.test.js
test('Germany overrides the EU threshold', () =>
expect(forCountry('DE').quote.discount_approval_pct).toBe(12))
test('A country not rolled out is rejected', () =>
expect(() => forCountry('JP')).toThrow('not rolled out'))
| Item | Pattern | Example |
|---|---|---|
| Code-list values | Z + 2 chars | Z01, ZBRK |
| Extension fields | PascalCase; regional fields EU_ / AM_ / AS_ | MachineFamily, EU_VatIdChecked |
| Business roles | Z + role | ZSALESREP, ZKAM |
| Org units | Type-country-place | SO-DE01, OF-DE-MUC |
| Autoflows | Object_trigger_action | OPP_LOST_REQUIRE_REASON |
| Releases | TPL major.minor | TPL 1.0, TPL 1.1 |
Test layers: unit, configuration, integration, data reconciliation, business UAT, regression per wave.
How one global template covers most features in nine countries, how regional layers add what law and market require, and what each country actually changes. Use the tabs; the country views compare any two countries side by side.
Every country runs the same objects, flows, rules and code. The only thing a country changes is a value, shown in the bottom row of each infographic.
One record per legal entity. Buying customers are mastered in S/4; prospects live in CRM until their first order.
// srv/hooks/account-hook.js — identical in all countries
srv.on('accountBeforeSave', async (req) => {
const a = req.data.currentImage, errs = []
if (a.role === 'CUSTOMER' && !a.externalS4Id)
errs.push({ code: 'MFG001', message: 'Customers are created in S/4, not in CRM.' })
const taxErr = checkTaxId(a.country, a.taxId) // pattern from country file
if (taxErr) errs.push(taxErr)
return errs.length ? { info: errs, severity: 'ERROR' } : { noChanges: true }
})Capture demand from trade fairs, web, campaigns, dealers and the installed base, and qualify it fast.
// Autoflow webhook — identical in all countries
srv.on('leadAging', async (req) => {
const l = req.data, p = forCountry(l.country)
const days = workingDaysSince(l.createdAt, p.holidays_calendar)
if (l.qualification === 'HOT' && days >= p.lead.followup_days) // 2 everywhere
return { action: 'notify', to: l.ownerManagerId, template: 'G_LEAD_ESCALATION' }
return { action: 'none' }
})Every country sells machines, retrofits, service contracts and spare parts through the same phases, so the global forecast adds up.
// srv/hooks/opportunity-hook.js — identical in all countries
srv.on('opportunityBeforeSave', async (req) => {
const o = req.data.currentImage, e = []
if (o.probability >= 25 && (!o.extensions?.MachineFamily || !o.expectedValue?.amount))
e.push({ code: 'MFG003', message: 'Machine family and value are required after Qualify.' })
if (o.status === 'LOST' && (!o.lossReason || !o.competitor))
e.push({ code: 'MFG004', message: 'Loss reason and competitor are required.' })
return e.length ? { info: e, severity: 'ERROR' } : { noChanges: true }
})Quote quickly with prices from S/4 and approve only the discounts that need it.
// srv/hooks/quote-hook.js — identical in all countries
srv.on('quoteBeforeSave', async (req) => {
const q = req.data.currentImage
const limit = forCountry(q.country).quote.discount_approval_pct
return q.discountPct > limit
? { data: { approvalStatus: 'REQUIRED' } }
: { noChanges: true }
})Meetings, calls, emails and plant visits are logged once and visible to the whole account team.
// Autoflow webhook — identical in all countries
srv.on('visitCompleted', async (req) => {
const v = req.data
if (!v.surveyCompleted)
return { action: 'createTask', ownerId: v.ownerId, dueInHours: 24,
subject: 'Complete visit report: ' + v.accountName }
return { action: 'none' }
})A machine breakdown is handled the same way in Munich, Toledo and Osaka: same case types, steps and SLA clock.
// srv/hooks/case-hook.js — identical in all countries
const SLA = { P1: 4, P2: 8, P3: 24, P4: 72 } // response hours, global
srv.on('caseBeforeSave', async (req) => {
const c = req.data.currentImage
const cal = forCountry(c.country).case_sla_calendar
const due = addBusinessHours(c.createdAt, SLA[c.priority], cal)
return { data: { responseDueAt: due } }
})Every shipped machine is a registered product with warranty and service history, and a source of retrofit business.
// Autoflow webhook — identical in all countries
srv.on('registeredProductAged', async (req) => {
const rp = req.data
const limit = forCountry(rp.country).installed_base.retrofit_age_years
if (ageInYears(rp.installationDate) < limit) return { status: 'too new' }
await leads.post('/leads', { name: 'Retrofit ' + rp.serialId,
account: { id: rp.accountId }, sourceCode: 'Z07' })
return { status: 'lead created' }
})Customers, products, prices and orders come from S/4; CRM never keeps its own copy of ERP truth.
# integration/value-mapping.csv — the only per-country part v2SalesOrg,s4SalesOrg,distChannel,division SO-DE01,1010,10,00 SO-FR01,1210,10,00 SO-US01,1710,10,00 SO-IN01,2810,10,00 # adding a country = adding a row; the iFlow is unchanged
The same roles and the same KPI definitions everywhere, filtered by each user's org unit.
# config/global/roles.yaml — identical in all countries - id: ZKAM workspaces: [accounts, opportunities, quotes, activities] restriction: org_unit_and_below - id: ZSALESMGR workspaces: [pipeline, forecast, approvals] restriction: region approves: [quote_discount]
| Module | Feature | DE | FR | GB | US | CA | MX | IN | CN | JP |
|---|---|---|---|---|---|---|---|---|---|---|
| Sales | Account model & rolesprospect, customer, distributor, OEM | G | G | G | G | G | G | G | G | G |
| Sales | Duplicate checkGenAI duplicate check | G | G | G | G | G | G | G | G | G |
| Sales | Tax-ID validationone validator, pattern per country | L | L | L | L | L | L | L | L | L |
| Sales | Address & phone formatcountry formats | L | L | L | L | L | L | L | L | L |
| Sales | Lead sources & scoringAmericas adds dealer registration | G | G | G | R | R | R | G | G | G |
| Sales | Sales cycles & phasesZ01–Z05 | G | G | G | G | G | G | G | G | G |
| Sales | Distributor / dealer cyclepartner-led variant | – | – | – | R | R | R | R | R | R |
| Sales | Discount approval thresholdregional default, local override | L | R | R | R | R | R | L | R | R |
| Sales | Quote legal text & tax displayregional footer | R | R | R | R | R | R | R | R | R |
| Sales | Currency roundingJP 0 decimals | G | G | G | G | G | G | G | G | L |
| Sales | Retrofit lead from installed baseage parameter | L | G | G | G | G | G | G | G | G |
| Service | Case types & stepsZBRK, ZSPR, ZWTY, ZINS | G | G | G | G | G | G | G | G | G |
| Service | SLA calendarregional hours | R | R | R | R | R | R | R | R | R |
| Service | Public holidayscountry calendar | L | L | L | L | L | L | L | L | L |
| Service | Warranty termsregional terms | R | R | R | R | R | R | R | R | R |
| Platform | Business rolesglobal catalogue | G | G | G | G | G | G | G | G | G |
| Platform | Consent & retentionregime per region or country | R | R | L | R | L | L | L | L | L |
| Platform | Languagescountry languages | L | L | L | L | L | L | L | L | L |
| Platform | Messaging channelWhatsApp global; WeChat, LINE Asia | G | G | G | G | G | G | G | R | R |
| Platform | Data residencyChina decision | G | G | G | G | G | G | G | L | G |
| Integration | S/4 lead-to-cashaccounts, products, pricing, orders | G | G | G | G | G | G | G | G | G |
| Integration | Tax engineUS and Canada sales tax | – | – | – | R | R | – | – | – | – |
| Integration | E-invoice status cardstatus from S/4 | L | L | – | – | – | L | L | L | L |
| Analytics | Global KPI setpipeline, win rate, SLA | G | G | G | G | G | G | G | G | G |
| Analytics | Targetscountry targets | L | L | L | L | L | L | L | L | L |
| Global share | 48% | 52% | 55% | 46% | 46% | 46% | 50% | 42% | 42% |
Illustrative template design for the assumed client; the matrix is the starting point for the fit-to-standard workshops, not a finding.
| Artefact | Global (L1) | Regional (L2) | Local (L3) |
|---|---|---|---|
| Extension field | MachineFamily | EU_VatIdChecked, AM_TaxExemptCertificate | Not allowed: propose regional or global |
| Code-list value | Z01–Z49 (cycle Z02 Retrofit) | E01 EU · A01 Americas · S01 Asia (S01 WeChat) | DE1 local lead source, translations |
| Autoflow | G_RP_AGED_CREATE_RETROFIT_LEAD | R_AM_DEAL_REG_CHECK_TERRITORY | Not allowed: parameter only |
| Business role | ZSALESREP | ZSALESREP_AS (only if access differs) | User assignment only |
| Org unit | MFG-GLOBAL | R-EU, SO-DE01 | OF-DE-MUC, TM-DE-MUC-KAM |
| Parameter key | quote.discount_approval_pct: 15 | config/regional/R-EU.yaml | config/local/DE.yaml → 12 |
| Integration flow | MFG_S4_V2_ACCOUNT_G | MFG_TAXENGINE_V2_QUOTE_AM | MFG_S4_V2_CFDISTATUS_MX |
| Custom Service | mfg-trial-loans | None | None |
| Release | TPL 1.0, TPL 1.1 | TPL 1.1-EU region pack | TPL 1.1-DE country kit |
MachineFamilyGlobal field: PascalCase business name, no prefix.EU_VatIdChecked# config/regional/R-EU.yaml
region: R-EU
currency_default: EUR
privacy: { regime: EU_GDPR, consent_required: true,
contact_retention_months: 36 }
quote: { discount_approval_pct: 15, legal_footer_key: EU_STD }
case_sla_calendar: EU-BUSINESS-HOURS
extension_fields: [EU_VatIdChecked]AM_TaxExemptCertificate, AM_TaxExemptValidTo# config/regional/R-AM.yaml
region: R-AM
currency_default: USD
privacy: { regime: AM_OPT_OUT, consent_required: false }
quote: { discount_approval_pct: 15, legal_footer_key: AM_STD,
tax_engine: true }
channel: { dealer_registration: true, conflict_check: territory }
case_sla_calendar: AM-BY-TIMEZONE
extension_fields: [AM_TaxExemptCertificate, AM_TaxExemptValidTo]# config/regional/R-AS.yaml
region: R-AS
currency_default: USD
privacy: { regime: PER_COUNTRY, consent_required: true }
quote: { discount_approval_pct: 15, legal_footer_key: AS_STD }
channel: { partner_function: TRADING_COMPANY }
messaging_channels: [Z01_WHATSAPP, S01_WECHAT, S02_LINE]
case_sla_calendar: AS-BY-COUNTRY
data_residency_check: trueRule enforced in review: a regional file may only set keys that exist in the global schema; it never adds a process.
^DE\d{9}$# config/local/DE.yaml
country: DE
region: R-EU
s4_sales_org: "1010"
quote: { discount_approval_pct: 12 }
installed_base: { retrofit_age_years: 10 }
tax_id: { name: "USt-IdNr.", pattern: "^DE\\d{9}$" }
holidays_calendar: DE-BY
languages: [de, en]// srv/hooks/retrofit-lead.js — global code, German parameter
srv.on('registeredProductAged', async (req) => {
const rp = req.data
const p = forCountry(rp.country) // DE → 10, default → 12
const years = (Date.now() - Date.parse(rp.installationDate)) / 3.15576e10
if (years < p.installed_base.retrofit_age_years) return { status: 'too new' }
await leads.post('/leads', {
name: `Retrofit ${rp.productDescription} (${rp.serialId})`,
account: { id: rp.accountId },
sourceCode: 'Z07', // global source: installed base
extensions: { MachineFamily: rp.machineFamily }
})
return { status: 'lead created' }
})Example: DE123456789 · Valid format
^DE\d{9}$# config/local/DE.yaml
country: DE
region: R-EU
s4_sales_org: "1010"
quote: { discount_approval_pct: 12 }
installed_base: { retrofit_age_years: 10 }
tax_id: { name: "USt-IdNr.", pattern: "^DE\\d{9}$" }
holidays_calendar: DE-BY
languages: [de, en]// srv/hooks/retrofit-lead.js — global code, German parameter
srv.on('registeredProductAged', async (req) => {
const rp = req.data
const p = forCountry(rp.country) // DE → 10, default → 12
const years = (Date.now() - Date.parse(rp.installationDate)) / 3.15576e10
if (years < p.installed_base.retrofit_age_years) return { status: 'too new' }
await leads.post('/leads', {
name: `Retrofit ${rp.productDescription} (${rp.serialId})`,
account: { id: rp.accountId },
sourceCode: 'Z07', // global source: installed base
extensions: { MachineFamily: rp.machineFamily }
})
return { status: 'lead created' }
})Example: FR40303265045 · Valid format
^FR[0-9A-HJ-NP-Z]{2}\d{9}$# config/local/FR.yaml
country: FR
region: R-EU
s4_sales_org: "1210"
# no quote override: inherits EU 15%
tax_id: { name: "n° TVA", pattern: "^FR[0-9A-HJ-NP-Z]{2}\\d{9}$" }
holidays_calendar: FR
languages: [fr, en]
quote_output_language: fr// srv/hooks/opportunity-hook.js — global tender rule, used most in France
if (opp.salesCycle === 'Z05') {
if (!opp.extensions?.TenderReference)
errors.push({ code: 'MFG010', message: 'Tender reference is required.' })
if (opp.extensions?.TenderDeadline &&
Date.parse(opp.extensions.TenderDeadline) < Date.now())
errors.push({ code: 'MFG011', message: 'Tender deadline is in the past.' })
}Example: GB123456789 · Valid format
^GB(\d{9}|\d{12}|GD\d{3}|HA\d{3})$# config/local/GB.yaml
country: GB
region: R-EU # operated from the EU region
currency: GBP # overrides EUR
privacy: { regime: UK_GDPR_PECR }
tax_id: { name: "VAT number", pattern: "^GB(\\d{9}|\\d{12}|GD\\d{3}|HA\\d{3})$" }
holidays_calendar: GB-ENG
languages: [en]// srv/lib/consent.js — one consent check, regime from config
const RULES = {
EU_GDPR: { emailNeedsOptIn: true },
UK_GDPR_PECR: { emailNeedsOptIn: true },
AM_OPT_OUT: { emailNeedsOptIn: false },
CASL: { emailNeedsOptIn: true, expressOnly: true }
}
module.exports.canEmail = (contact, country) => {
const r = RULES[forCountry(country).privacy.regime] || RULES.EU_GDPR
if (contact.optedOut) return false
if (!r.emailNeedsOptIn) return true
return r.expressOnly ? contact.consentType === 'EXPRESS' : contact.consentGiven
}Example: 12-3456789 · Valid format
^\d{2}-?\d{7}$# config/local/US.yaml
country: US
region: R-AM
s4_sales_org: "1710"
tax_id: { name: "EIN", pattern: "^\\d{2}-?\\d{7}$" }
tax_exemption: { block_quote_if_expired: true }
holidays_calendar: US-FED
languages: [en, es]// srv/hooks/quote-hook.js — Americas rule, US parameter
srv.on('quoteBeforeSave', async (req) => {
const q = req.data.currentImage
const p = forCountry(q.country)
const acc = await accounts.get(q.accountId)
const validTo = acc.extensions?.AM_TaxExemptValidTo
if (p.tax_exemption?.block_quote_if_expired &&
acc.extensions?.AM_TaxExemptCertificate &&
validTo && Date.parse(validTo) < Date.now())
return { info: [{ code: 'MFG030',
message: 'Tax exemption certificate has expired. Request a new one.' }],
severity: 'ERROR' }
return { noChanges: true }
})Example: 123456789RT0001 · Valid format
^\d{9}(RT\d{4})?$# config/local/CA.yaml
country: CA
region: R-AM
currency: CAD
privacy: { regime: CASL, consent_required: true }
tax_id: { name: "Business Number", pattern: "^\\d{9}(RT\\d{4})?$" }
holidays_calendar: CA-ON
languages: [en, fr]
quote_output_language: by_province # QC → fr// Autoflow webhook — marketing email guard (shared code)
srv.on('campaignMemberAdded', async (req) => {
const c = await contacts.get(req.data.contactId)
if (!canEmail(c, c.country)) // CA → CASL: express consent only
return { action: 'skip', reason: 'No express consent (CASL)' }
return { action: 'send' }
})Example: ABC680524P76 · Valid format
^[A-Z&Ñ]{3,4}\d{6}[A-Z0-9]{3}$# config/local/MX.yaml
country: MX
region: R-AM
currency: MXN
privacy: { regime: MX_LFPDPPP, consent_required: true }
tax_id: { name: "RFC", pattern: "^[A-Z&Ñ]{3,4}\\d{6}[A-Z0-9]{3}$" }
einvoice: { status_source: S4_CFDI }
holidays_calendar: MX
languages: [es]// Customer 360 card — invoice status read from S/4 (iFlow MFG_S4_V2_CFDISTATUS_MX)
srv.on('READ', 'InvoiceStatus', async (req) => {
const p = forCountry(req.data.country)
if (!p.einvoice) return [] // e.g. US: card hidden
const rows = await s4.get(`/Invoices?account=${req.data.accountId}`)
return rows.map(r => ({ invoice: r.id, amount: r.amount,
status: r.eInvoiceStatus, // CFDI stamped / cancelled
source: p.einvoice.status_source }))
})Example: 29ABCDE1234F1Z5 · Valid format
^\d{2}[A-Z]{5}\d{4}[A-Z][1-9A-Z]Z[0-9A-Z]$# config/local/IN.yaml
country: IN
region: R-AS
s4_sales_org: "2810"
currency: INR
quote: { discount_approval_pct: 10 }
privacy: { regime: IN_DPDP }
tax_id: { name: "GSTIN", pattern: "^\\d{2}[A-Z]{5}\\d{4}[A-Z][1-9A-Z]Z[0-9A-Z]$" }
gst_state_offices: { "29": OF-IN-BLR, "27": OF-IN-PUN, "07": OF-IN-DEL }
einvoice: { status_source: S4_IRN }
languages: [en, hi]// srv/hooks/account-hook.js — GSTIN drives state and sales office
srv.on('accountBeforeSave', async (req) => {
const a = req.data.currentImage
if (a.country !== 'IN' || !a.taxId) return { noChanges: true }
const err = checkTaxId('IN', a.taxId)
if (err) return { info: [err], severity: 'ERROR' }
const state = a.taxId.slice(0, 2) // e.g. 29 = Karnataka
const office = forCountry('IN').gst_state_offices[state]
return office ? { data: { salesOffice: office, extensions: { GstStateCode: state } } }
: { noChanges: true }
})Example: 91310115MA1H7XKQ3X · Valid format
^[0-9A-HJ-NPQRTUWXY]{2}\d{6}[0-9A-HJ-NPQRTUWXY]{10}$# config/local/CN.yaml
country: CN
region: R-AS
currency: CNY
privacy: { regime: CN_PIPL, consent_required: true }
data_residency: { personal_data_in_country: review } # tenant decision
tax_id: { name: "USCC", pattern: "^[0-9A-HJ-NPQRTUWXY]{2}\\d{6}[0-9A-HJ-NPQRTUWXY]{10}$" }
messaging_default: S01_WECHAT
einvoice: { status_source: S4_FAPIAO }
languages: [zh, en]// Build-time guard: country cannot go live until residency is decided
const p = forCountry('CN')
if (p.data_residency?.personal_data_in_country === 'review')
throw new Error('CN rollout blocked: decide tenant / residency (option C) first')
// Contact payload — global messaging fields, Asian value
{ "lastName": "Wang", "extensions": {
"MessagingChannel": "S01", // WeChat (Asia regional value)
"MessagingId": "wang_li_sh" } }Example: T1234567890123 · Valid format
^T\d{13}$# config/local/JP.yaml
country: JP
region: R-AS
currency: JPY
currency_decimals: 0
privacy: { regime: JP_APPI }
tax_id: { name: "Invoice registration no.", pattern: "^T\\d{13}$" }
messaging_default: S02_LINE
channel: { partner_function: TRADING_COMPANY }
languages: [ja, en]// srv/lib/money.js — one rounding helper, decimals from config
module.exports.roundAmount = (amount, country) => {
const d = forCountry(country).currency_decimals ?? 2 // JP → 0
const f = 10 ** d
return Math.round(amount * f) / f
}
// roundAmount(1234567.89, 'JP') → 1234568
// roundAmount(1234567.89, 'DE') → 1234567.89// srv/lib/tax-id.js — global code; the pattern comes from config/local/<CC>.yaml
const { forCountry } = require('./params')
module.exports.checkTaxId = (country, value) => {
const { tax_id } = forCountry(country) // { name, pattern }
const ok = new RegExp(tax_id.pattern).test((value || '').trim().toUpperCase())
return ok ? null : { code: 'MFG020', message: `${tax_id.name} format is not valid.` }
}| Attribute | Germany | United States |
|---|---|---|
| Region | Europe | Americas |
| Currency | EUR | USD |
| Languages | German, English | English, Spanish |
| Tax ID | USt-IdNr. (VAT ID) | EIN |
| Tax-ID example | DE123456789 | 12-3456789 |
| Privacy | EU GDPR | State privacy laws (e.g. California CCPA/CPRA): opt-out |
| E-invoicing | Handled in S/4; status shown in CRM | No CRM change; sales tax via tax engine |
| Discount approval | 12% (local) | 15% (Americas) |
| Retrofit lead age | 10 years (local) | 12 years (global) |
| SLA calendar | EU business hours | Americas, by time zone |
| Holidays | DE-BY (Bavaria) | US-FED |
| Sales channel | Direct, key accounts | Direct + authorised dealers |
| Messaging | Email, phone | Email, phone, SMS |
| Use cases | Retrofit lead from ageing presses Engineering-heavy machine sale Lower discount threshold | Dealer deal registration Tax-exempt customers Sales tax on quotes |
| Template features treated the same | 19 of 25 | |
# config/local/DE.yaml
country: DE
region: R-EU
s4_sales_org: "1010"
quote: { discount_approval_pct: 12 }
installed_base: { retrofit_age_years: 10 }
tax_id: { name: "USt-IdNr.", pattern: "^DE\\d{9}$" }
holidays_calendar: DE-BY
languages: [de, en]# config/local/US.yaml
country: US
region: R-AM
s4_sales_org: "1710"
tax_id: { name: "EIN", pattern: "^\\d{2}-?\\d{7}$" }
tax_exemption: { block_quote_if_expired: true }
holidays_calendar: US-FED
languages: [en, es]# config/local/DE.yaml
country: DE
region: R-EU
s4_sales_org: "1010"
quote: { discount_approval_pct: 12 }
installed_base: { retrofit_age_years: 10 }
tax_id: { name: "USt-IdNr.", pattern: "^DE\\d{9}$" }
holidays_calendar: DE-BY
languages: [de, en]// srv/hooks/retrofit-lead.js — global code, German parameter
srv.on('registeredProductAged', async (req) => {
const rp = req.data
const p = forCountry(rp.country) // DE → 10, default → 12
const years = (Date.now() - Date.parse(rp.installationDate)) / 3.15576e10
if (years < p.installed_base.retrofit_age_years) return { status: 'too new' }
await leads.post('/leads', {
name: `Retrofit ${rp.productDescription} (${rp.serialId})`,
account: { id: rp.accountId },
sourceCode: 'Z07', // global source: installed base
extensions: { MachineFamily: rp.machineFamily }
})
return { status: 'lead created' }
})
# config/local/FR.yaml
country: FR
region: R-EU
s4_sales_org: "1210"
# no quote override: inherits EU 15%
tax_id: { name: "n° TVA", pattern: "^FR[0-9A-HJ-NP-Z]{2}\\d{9}$" }
holidays_calendar: FR
languages: [fr, en]
quote_output_language: fr// srv/hooks/opportunity-hook.js — global tender rule, used most in France
if (opp.salesCycle === 'Z05') {
if (!opp.extensions?.TenderReference)
errors.push({ code: 'MFG010', message: 'Tender reference is required.' })
if (opp.extensions?.TenderDeadline &&
Date.parse(opp.extensions.TenderDeadline) < Date.now())
errors.push({ code: 'MFG011', message: 'Tender deadline is in the past.' })
}
# config/local/GB.yaml
country: GB
region: R-EU # operated from the EU region
currency: GBP # overrides EUR
privacy: { regime: UK_GDPR_PECR }
tax_id: { name: "VAT number", pattern: "^GB(\\d{9}|\\d{12}|GD\\d{3}|HA\\d{3})$" }
holidays_calendar: GB-ENG
languages: [en]// srv/lib/consent.js — one consent check, regime from config
const RULES = {
EU_GDPR: { emailNeedsOptIn: true },
UK_GDPR_PECR: { emailNeedsOptIn: true },
AM_OPT_OUT: { emailNeedsOptIn: false },
CASL: { emailNeedsOptIn: true, expressOnly: true }
}
module.exports.canEmail = (contact, country) => {
const r = RULES[forCountry(country).privacy.regime] || RULES.EU_GDPR
if (contact.optedOut) return false
if (!r.emailNeedsOptIn) return true
return r.expressOnly ? contact.consentType === 'EXPRESS' : contact.consentGiven
}
# config/local/US.yaml
country: US
region: R-AM
s4_sales_org: "1710"
tax_id: { name: "EIN", pattern: "^\\d{2}-?\\d{7}$" }
tax_exemption: { block_quote_if_expired: true }
holidays_calendar: US-FED
languages: [en, es]// srv/hooks/quote-hook.js — Americas rule, US parameter
srv.on('quoteBeforeSave', async (req) => {
const q = req.data.currentImage
const p = forCountry(q.country)
const acc = await accounts.get(q.accountId)
const validTo = acc.extensions?.AM_TaxExemptValidTo
if (p.tax_exemption?.block_quote_if_expired &&
acc.extensions?.AM_TaxExemptCertificate &&
validTo && Date.parse(validTo) < Date.now())
return { info: [{ code: 'MFG030',
message: 'Tax exemption certificate has expired. Request a new one.' }],
severity: 'ERROR' }
return { noChanges: true }
})
# config/local/CA.yaml
country: CA
region: R-AM
currency: CAD
privacy: { regime: CASL, consent_required: true }
tax_id: { name: "Business Number", pattern: "^\\d{9}(RT\\d{4})?$" }
holidays_calendar: CA-ON
languages: [en, fr]
quote_output_language: by_province # QC → fr// Autoflow webhook — marketing email guard (shared code)
srv.on('campaignMemberAdded', async (req) => {
const c = await contacts.get(req.data.contactId)
if (!canEmail(c, c.country)) // CA → CASL: express consent only
return { action: 'skip', reason: 'No express consent (CASL)' }
return { action: 'send' }
})
# config/local/MX.yaml
country: MX
region: R-AM
currency: MXN
privacy: { regime: MX_LFPDPPP, consent_required: true }
tax_id: { name: "RFC", pattern: "^[A-Z&Ñ]{3,4}\\d{6}[A-Z0-9]{3}$" }
einvoice: { status_source: S4_CFDI }
holidays_calendar: MX
languages: [es]// Customer 360 card — invoice status read from S/4 (iFlow MFG_S4_V2_CFDISTATUS_MX)
srv.on('READ', 'InvoiceStatus', async (req) => {
const p = forCountry(req.data.country)
if (!p.einvoice) return [] // e.g. US: card hidden
const rows = await s4.get(`/Invoices?account=${req.data.accountId}`)
return rows.map(r => ({ invoice: r.id, amount: r.amount,
status: r.eInvoiceStatus, // CFDI stamped / cancelled
source: p.einvoice.status_source }))
})
# config/local/IN.yaml
country: IN
region: R-AS
s4_sales_org: "2810"
currency: INR
quote: { discount_approval_pct: 10 }
privacy: { regime: IN_DPDP }
tax_id: { name: "GSTIN", pattern: "^\\d{2}[A-Z]{5}\\d{4}[A-Z][1-9A-Z]Z[0-9A-Z]$" }
gst_state_offices: { "29": OF-IN-BLR, "27": OF-IN-PUN, "07": OF-IN-DEL }
einvoice: { status_source: S4_IRN }
languages: [en, hi]// srv/hooks/account-hook.js — GSTIN drives state and sales office
srv.on('accountBeforeSave', async (req) => {
const a = req.data.currentImage
if (a.country !== 'IN' || !a.taxId) return { noChanges: true }
const err = checkTaxId('IN', a.taxId)
if (err) return { info: [err], severity: 'ERROR' }
const state = a.taxId.slice(0, 2) // e.g. 29 = Karnataka
const office = forCountry('IN').gst_state_offices[state]
return office ? { data: { salesOffice: office, extensions: { GstStateCode: state } } }
: { noChanges: true }
})
# config/local/CN.yaml
country: CN
region: R-AS
currency: CNY
privacy: { regime: CN_PIPL, consent_required: true }
data_residency: { personal_data_in_country: review } # tenant decision
tax_id: { name: "USCC", pattern: "^[0-9A-HJ-NPQRTUWXY]{2}\\d{6}[0-9A-HJ-NPQRTUWXY]{10}$" }
messaging_default: S01_WECHAT
einvoice: { status_source: S4_FAPIAO }
languages: [zh, en]// Build-time guard: country cannot go live until residency is decided
const p = forCountry('CN')
if (p.data_residency?.personal_data_in_country === 'review')
throw new Error('CN rollout blocked: decide tenant / residency (option C) first')
// Contact payload — global messaging fields, Asian value
{ "lastName": "Wang", "extensions": {
"MessagingChannel": "S01", // WeChat (Asia regional value)
"MessagingId": "wang_li_sh" } }
# config/local/JP.yaml
country: JP
region: R-AS
currency: JPY
currency_decimals: 0
privacy: { regime: JP_APPI }
tax_id: { name: "Invoice registration no.", pattern: "^T\\d{13}$" }
messaging_default: S02_LINE
channel: { partner_function: TRADING_COMPANY }
languages: [ja, en]// srv/lib/money.js — one rounding helper, decimals from config
module.exports.roundAmount = (amount, country) => {
const d = forCountry(country).currency_decimals ?? 2 // JP → 0
const f = 10 ** d
return Math.round(amount * f) / f
}
// roundAmount(1234567.89, 'JP') → 1234568
// roundAmount(1234567.89, 'DE') → 1234567.89
Offering: C4C V1 → Sales & Service Cloud V2. One short form, a named PGC Digital lead replies.
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Home · Insights · SAP Customer Experience (CX) · Programme book
Partner and vendor references are summarised from public SAP sources. Validate release-dependent details against your own tenant.
Everything in one place for moving a multi-country marketing estate onto SAP Engagement Cloud (formerly SAP Emarsys), whichever platform it starts from: SAP Marketing Cloud (Hybris Marketing), SAP Emarsys, or a non-SAP tool such as Salesforce Marketing Cloud, Adobe Campaign, Braze or Klaviyo. The product differences, the vision and scope, the pilot-country rollout, and a global template kit with sample configuration, data and code.
Client profile assumed: an omnichannel consumer brand selling through its web shop, app and own stores, with a loyalty club, in nine countries across Europe, the Americas and Asia-Pacific, on SAP Commerce Cloud, SAP Customer Data Cloud and S/4HANA.
The target is the same for every client: SAP Engagement Cloud, extended and integrated through SAP BTP. How much work it takes depends almost entirely on where the client starts.
Two different platforms. SMC runs on the ABAP stack with HANA; Engagement Cloud is a SaaS you configure. Contacts and consent move; segments, campaigns, content, custom logic and integrations are rebuilt.
Same platform, new name since February 2026; the existing product is now the Emarsys edition. Contracts run on until renewal and no move is forced. The work: API logins to OAuth 2.0 before WSSE ends, and, if the client chooses the Enterprise edition, folding several accounts into one with Business Areas and adding the new SAP integrations.
Typical effort: low (rename) to medium (Enterprise) · Duration: about 12–24 weeks for an Enterprise move (partner phases) · Driver: WSSE sunset, multi-brand governance, Joule and V2 integrationSalesforce Marketing Cloud, Adobe Campaign, Braze, Klaviyo, Marketo, HubSpot or an in-house stack. Contacts, consent and suppression lists move; journeys, scripts and templates are translated; sending domains and IPs are warmed up.
Typical effort: medium to high · Email switch: 2–12 weeks by volume (SAP ESP migration FAQ) · Pilot country with programs: about 3–5 months · Driver: SAP-centric CX, licence consolidation| Topic | A · Marketing Cloud | B · Emarsys | C · Non-SAP |
|---|---|---|---|
| Platform change | Yes: ABAP/HANA to SaaS | No: same tenant, renamed | Yes: vendor to vendor |
| Contacts and IDs | Export, clean, re-key to one external ID, import | Stay as they are | Export, clean, map fields, import |
| Consent | Move with proof; opt-in field set by API, not file import | Stays; review against new SAP consent sources (CDC/CDP) | Move with proof and suppression lists |
| Interaction history | Cannot be loaded; keep outside, query with Relational Data | Stays | Cannot be loaded; keep outside, query with Relational Data |
| Purchase history | Load as sales data (two years or more) | Stays | Load as sales data (two years or more) |
| Segments, campaigns, content | Rebuilt | Stay; adopt new AI features | Translated and rebuilt |
| Custom logic | BAdIs re-hosted on BTP, External Content or Integration Suite | Review; move point-to-point code to BTP | Scripts (AMPscript, Liquid, JS) rewritten in ESL; logic to BTP |
| Integrations | Replace SMC packages with EC connectors and iFlows | Switch to OAuth 2.0; Enterprise adds V2, Joule (EAC) | Re-point every feed and webhook |
| Deliverability | New sending infrastructure: domains, IP warm-up | Unchanged | New sending infrastructure: domains, IP warm-up |
| Multi-brand / country | Marketing areas → Business Areas (Enterprise) or separate accounts | Several accounts → one account with Business Areas (Enterprise), or stay | Business units → accounts or Business Areas |
| Biggest risk | Underestimating rebuild of B2B lead management and consent | Missing the WSSE sunset | Deliverability dip after switch |
Durations are PGC planning assumptions for one pilot country of a mid-size brand; they are sized after discovery, not quoted.
| SMC object | Engagement Cloud | Treatment | Note |
|---|---|---|---|
| Interaction contact, IDs and origins, golden record | Contact with one External Contact ID | Move | EC has no merge-priority logic: resolve identity upstream (CDC), as European Beauty Retailer did |
| Cookie facets, web interactions | Web Extend, linked on login or email click | Rebuild | Old cookie IDs are not carried over |
| Corporate accounts, B2B relationships | Account Engagement add-on (Emarsys) or B2B accounts (Enterprise) | Move | Check the add-on or edition |
| Marketing permissions per ID and channel | Standard email opt-in + custom opt-in fields; CDC as preference centre | Rebuild | Per-brand opt-ins need custom fields |
| Subscriptions, marketing interests | Custom fields and segments | Rebuild | No native subscription-topic object found |
| Marketing areas | Business Areas (Enterprise) or separate accounts | Replace | Assets sit in exactly one area |
| Campaigns, campaign automation | Automation Center programs, tactics | Rebuild | Revenue-critical and legally required flows first |
| Content Studio emails, blocks | Visual Content Editor blocks | Rebuild | No published HTML import from SMC |
| Landing pages, forms | EC forms; pages often in the shop CMS | Rebuild | No landing-page builder documented |
| Lead scoring, Predictive Studio scores | Pre-built AI scores (churn, conversion, spend) | Replace | Not configurable B2B lead rules |
| Lead management to C4C | Sales Cloud integration; partner B2B accelerators | Replace | Native V2 handover in Enterprise (EAC) |
| Product recommendations | Predict web and email recommendations | Replace | European Beauty Retailer kept an external engine |
| Custom predictive models | Scores loaded as fields or Relational Data | Keep external | No custom-model studio published |
| Marketing plans, budgets, spend items | No equivalent | Keep external | Planning tool or finance system |
| Marketing calendar | No equivalent found | Retire | Decide owner in discovery |
| Interaction history | Data warehouse + Relational Data | Keep external | Cannot be loaded into EC |
| Sales orders, products | Sales data API, product catalogue | Move | Clean and de-duplicate before backfill |
| Sending reputation | New domains and IPs | Rebuild | Reputation does not transfer |
A "Move from SAP Marketing Cloud" page with move experts, SAP onboarding (access within 7 days of contract start, go-live preparation from 6 weeks before) and professional services for data mapping, IP warm-up and campaign migration. No published contract-conversion terms or migration toolkit.
European Beauty Retailer: replaced SMC in 8 countries plus Adobe Campaign, Triveo and EchoMail elsewhere; pilot Austria 2024; 13 countries in about 18 months; about 86M contacts; CDC, Commerce and Snowflake through Relational Data; about 50 pre-translated modules. Lesson: train on site.
| Topic | Emarsys edition (today's product) | Enterprise edition (since 19 Feb 2026) | Action for the client |
|---|---|---|---|
| What it is | Existing Emarsys product, renamed; keeps getting features | New tier for multi-brand, multi-region governance | Tell users it is a rename; no technical migration |
| Brands and countries | Each extra brand or unit is a separate, separately licensed account | One account with Business Areas; contacts in several areas since Q3 2026 | Design areas and who sees what |
| User access | Emarsys login, SSO | Business Area roles assigned in SAP Cloud Identity Services | Set up a Cloud Identity tenant |
| SAP integrations | Commerce, CDC, CDP connectors; Account Engagement add-on for Sales Cloud | Plus Sales & Service Cloud V2 sync and lead handover (EAC, Q3 2026), B2B accounts, Business Data Cloud (positioned) | Apply for Early Adopter Care via the CSM |
| AI | AI segments, subject lines, Product Finder, Report Builder, Content Composer | Plus Joule (Early Adopter Care since Q2 2026) | Pilot Joule with one team |
| Scope to check | Loyalty, Smart Insight, Predict available as options | Partners report these are not documented in the Enterprise scope | Get the scope in writing |
| Contract | Current terms until renewal; no forced move, no deadline | Different subscription; capacity units | Decide at renewal |
| API login | WSSE closed to contracts after 24 Feb 2025; sunset end of 2026 (Emarsys developer hub) or 1 Feb 2027 (other sources). Replace with OpenID Connect / OAuth 2.0 credentials on the v3 API. | Inventory every integration now | |
| Platform | Data model | Journeys | Scripting | In Engagement Cloud |
|---|---|---|---|---|
| Salesforce Marketing Cloud | Data Extensions, All Subscribers, publication lists | Journey Builder | AMPscript, SSJS | Custom fields + Relational Data; opt-in fields; programs; ESL |
| Adobe Campaign v7 / v8 | Recipients + custom schemas | Workflows | Personalisation fields, JavaScript | Contacts + custom fields; Relational Data; programs; ESL |
| Braze | Custom attributes, catalogs | Canvas | Liquid | Custom fields; product catalogue or Relational Data; programs; ESL |
| Klaviyo | Profiles, events, metrics | Flows | Django-style tags | Contacts, External Events, Web Extend, sales data; programs; ESL |
| Marketo Engage | Leads, custom objects | Smart Campaigns, programs | Velocity tokens | Contacts, Relational Data; programs; ESL |
| HubSpot Marketing Hub | Contacts, HubDB | Workflows | HubL | Contacts, Relational Data; programs; ESL |
| Oracle Responsys / Eloqua | Profile list + extension tables / contact fields | Programs / campaigns | Built-in personalisation | Custom fields, Relational Data; programs; ESL |
| Selligent (Zeta) / Bloomreach | Audience and data lists / customers, catalogs | Journeys / scenarios | Selligent tags / Jinja | Contacts, Relational Data, catalogue; programs; ESL |
| In-house | Custom tables | Batch jobs | Templates in code | Contacts (external ID), sales data, catalogue, Relational Data |
PGC mapping from each vendor's public documentation; SAP publishes no official concept map and no converter from AMPscript, Liquid, Velocity or HubL to ESL (ESL is Twig-based, so Liquid and Jinja templates translate most easily).
SAP's ESP migration FAQ: 2–12 weeks for the email switch. Up to 100k contacts 1–2 weeks, 100k–1M about 4 weeks, over 1M 4–6 weeks on shared IPs; double these for dedicated IPs. Expert Connect suggests planning 1–3 months and avoiding peak season.
Contacts active in 0–90 and 90–365 days and long-term inactive customers; leave long-term inactive non-customers behind; keep the same IDs in both platforms; de-duplicate orders before the sales-data backfill.
Opens and clicks cannot be imported; old engagement only through Open Data (paid) or a summary field. Consent proof has no native import: store DOI date and IP in custom fields. Decide how long old images, links and unsubscribes keep working.
Named public cases of a switch from SFMC, Adobe, Braze, Klaviyo or Marketo to Engagement Cloud were not found; published examples are European Beauty Retailer (Adobe Campaign tools and Airship replaced alongside SMC) and Replacements Ltd. (from a home-grown system: +67% lead-to-first-buyer conversion).
The product background: how SAP Marketing Cloud, Emarsys and Engagement Cloud relate, how they differ as platforms, how custom logic and data move, and which modules carry over easily.
SAP buys hybris (announced 5 Jun) and launches Customer Engagement Intelligence on HANA.
SAP hybris Marketing launched in Munich: profiles, segmentation, predictive.
Cloud edition as SAP S/4HANA Marketing Cloud; on-premise as Hybris Marketing.
SAP C/4HANA: the product becomes SAP Marketing Cloud.
SAP agrees to buy Emarsys; closed 5 Nov 2020.
Branded SAP Emarsys Customer Engagement.
Partners report SMC development ends end of 2026; SAP focuses on Emarsys.
GenAI subject lines, AI segments, real-time SAP CDP connector.
Renamed SAP Engagement Cloud: Emarsys edition + new Enterprise edition with Business Areas; WhatsApp and LINE GA.
Q2 release: Joule (Early Adopter Care), AI Content Composer pilot.
Q3 release: Sales & Service Cloud V2 integration (EAC, Enterprise); contacts in several Business Areas.
SMC support ends (partners) · WSSE API logins sunset: end of 2026 (Emarsys) or 1 Feb 2027 (others).
Status: SAP Marketing Cloud gets no new development; new marketing capability, AI and the SAP CX integrations ship to Engagement Cloud only. SAP's own statement (2022) is support "for the length of contracts", which run at least to the end of 2026; most partners say December 2026, two German partners mention 2028 for some scenarios. Confirm the client's contract end date before quoting one.
| Layer | SAP Marketing Cloud | SAP Engagement Cloud | Migration impact |
|---|---|---|---|
| Runtime | ABAP platform on SAP HANA, Fiori UI | Vendor-run SaaS; vendor stories describe PHP and Node.js services on Google Cloud (BigQuery, Bigtable) | Nothing technical carries over |
| Custom code | Key-user ABAP in BAdIs (Custom Logic), custom CDS views, Custom Business Objects | No in-app custom code published; ESL in content, External Content, Relational Data, BTP side-by-side | Each BAdI retired, configured or re-hosted |
| Data model | Interaction contacts with IDs and origins, interactions, marketing permissions, marketing areas | Contacts with fields (one external ID), sales data, product catalogue, events, relational data | Re-key to one ID; history stays outside |
| Segmentation | Segmentation profiles and objects over HANA views | Dynamic segments: contact, behaviour, purchase (Smart Insight), relational, AI | Rebuilt |
| Orchestration | Campaigns, campaign automation, trigger campaigns | Automation Center programs, Interactions, pre-built tactics | Rebuilt, usually simplified |
| Content | Content studio templates, landing pages | Visual Content Editor block templates, ESL | Rebuilt as blocks |
| APIs | OData V2 (API_MKT_CONTACT_SRV, CUAN_IMPORT_SRV), basic or certificate users | REST Core API v3 with OAuth 2.0 (OpenID Connect); External Events; SFTP | Every integration re-pointed |
| AI | Predictive models, scores, recommendations on HANA | Predictions, AI segments, product finder, content composer, Joule | New value case |
Nothing in this table changes for an Emarsys customer: the stack, data and content stay. What changes is the login method for APIs (WSSE to OAuth 2.0), the edition and the SAP-side integrations that are now available.
Read the left column as "your current tool". Most marketing clouds have the same layers (data model, segments, journeys, content, scripting, APIs); Part 02 maps their names to Engagement Cloud's.
" BAdI CUAN_IA_REVISE_FOR_IMPORT (key-user ABAP)
" Normalise the loyalty tier on every contact import
LOOP AT ct_interaction_contacts ASSIGNING FIELD-SYMBOL(<ic>).
IF <ic>-yy1_loyaltytier IS INITIAL.
<ic>-yy1_loyaltytier = 'BASIC'.
ENDIF.
<ic>-yy1_loyaltytier = to_upper( <ic>-yy1_loyaltytier ).
ENDLOOP.Illustrative. Changes the record in the same transaction as the import.// Groovy step in iFlow MKT_CDC_EC_CONTACT_G def c = json.contacts[0] c.tier = (c.tier ?: 'BASIC').toUpperCase() // tier is EC custom field 'loyalty_tier' (single choice) message.setBody(JsonOutput.toJson([ key_id: 'external_id', contacts: [[ external_id: c.id, loyalty_tier: c.tier ]] ]))Illustrative. The rule moves to the integration layer, so every source (CDC, POS, shop) gets the same treatment before data reaches Engagement Cloud.
%%[ VAR @name, @tier
SET @name = AttributeValue("FirstName")
SET @tier = Lookup("Loyalty_DE","Tier","SubscriberKey",_subscriberkey)
IF EMPTY(@name) THEN SET @name = "there" ENDIF ]%%
Hi %%=v(@name)=%%, you are %%=v(@tier)=%%.Illustrative. Lookup reads a Data Extension at send time.Hi {{ contact.1 | default('there') }},
{% if contact.loyalty_tier %}
you are {{ contact.loyalty_tier }}.
{% endif %}
{# data that should not be copied into EC:
use Relational Data or External Content #}Illustrative. Field names depend on the tenant's field catalogue; standard field 1 is first name.Contacts and their attributes (file or API), purchase history as sales data (two years or more), product catalogue, loyalty status as fields, suppression lists, consent proof fields.
Opt-in status: the standard opt-in field cannot be set by file import; set it by API or let CDC own consent. Multiple emails per SMC contact collapse to one per contact. Mobile push tokens re-register through the app SDK.
Past opens, clicks and web interactions, campaign definitions, segments, templates, BAdIs, scores and predictive models, reports. History is kept in the client's data platform and read through Relational Data.
| Area | Module | SAP Marketing Cloud | Engagement Cloud | Ease |
|---|---|---|---|---|
| Data | Contacts & profiles | Interaction contacts, IDs and origins, facets, match and merge | Contacts, one key field, custom fields, CDC/CDP connectors | File or API |
| Data | Consent | Marketing permissions and subscriptions per channel | Opt-in field, CDC consent fields (CD_C_), subscription fields | Re-model |
| Data | Interactions | Interaction store, imported and tracked | Engagement events, behaviour; no load of external history | Keep outside |
| Data | Purchases | Sales orders as interactions | Sales data (Smart Insight), daily feed | Load file |
| Data | Products | Product catalogue for recommendations | Product catalogue feed | Feed |
| Plan | Segmentation | Segmentation profiles, target groups | Dynamic segments, AI segments, relational segments | Rebuild |
| Plan | Campaigns | Campaigns, automation, trigger campaigns | Automation Center programs, tactics, Interactions | Rebuild |
| Plan | Marketing planning & spend | Marketing plans, budgets, calendar | Campaign calendar; plans and budgets outside EC | Gap |
| Content | Email & templates | Content studio, templates | Visual Content Editor blocks, ESL, AI Content Composer | Rebuild |
| Content | Landing pages & forms | Landing pages, forms | Forms and pages; often moved to the shop's CMS | Fit-gap |
| B2B | Lead scoring & handover | Scores, lead management with C4C | Scoring in programs; handover via webhook or V2 integration | Redesign |
| Channels | Email, SMS | Email, SMS via providers | Email, SMS, WhatsApp, LINE | Same / more |
| Channels | Mobile & web | Limited | Push, in-app, inbox, web personalisation, Web Extend | New |
| Loyalty | Loyalty programme | Not in SMC | Loyalty: tiers, points, vouchers, wallet | New |
| AI | Recommendations & predictions | Recommendations, predictive models on HANA | Product recommendations, predictions, Recommendation Center | Rebuild |
| AI | Generative AI & Joule | None | Subject lines, AI segments, content composer, Joule (EAC) | New |
| Analytics | Reporting | SAC stories, analytics apps | Built-in reporting, AI report builder, Open Data (BigQuery) | Rebuild |
| Platform | Integration | OData V2, CPI packages | REST v3 with OAuth 2.0, events, connectors | Redesign |
| Platform | Multi-brand / country | Marketing areas | Business Areas (Enterprise edition) or separate accounts | Decide model |
Engagement Cloud tenant and editions, standard connectors (Commerce, CDC, CDP, Sales Cloud), pre-built tactics, onboarding services, release notes and roadmap.
Discovery and fit-gap, account model, data model and ID strategy, consent migration, integration redesign, program and template rebuild, deliverability plan, mocks, reconciliation, cutover, hypercare.
One omnichannel engine for every country, consent handled once, loyalty and mobile in the same tool, AI features and Joule, and a template that makes each new country faster.
Move one pilot country to Engagement Cloud, harden the result into a global template, then roll it out country by country across Europe, the Americas and Asia-Pacific, each new country at a fraction of the pilot's effort.
Why now. SAP Marketing Cloud gets no new development and partners put the end of support at December 2026; WSSE API logins are sunset at the end of 2026 (Emarsys developer hub; other sources say 1 February 2027); and Joule, AI and the Sales & Service Cloud V2 integration arrive in Engagement Cloud only.
| Scope area | In scope | Out of scope (separate decision) |
|---|---|---|
| Data | Contacts, consent, purchases (two years), products, loyalty status, suppression lists | Loading past opens and clicks (kept in the data platform) |
| Programs | Welcome, browse and cart abandonment, post-purchase, replenishment, birthday, win-back, loyalty tier, transactional | One-off campaigns older than 12 months |
| Channels | Email, SMS, WhatsApp, push, in-app, web personalisation, ads audiences | Call-centre scripting |
| Integration | Commerce, CDC, CDP, S/4HANA orders, POS, Sales Cloud V2 lead handover | Rebuilding the e-commerce platform |
| People | Training, change, hypercare per country; content and CRM team operating model | Agency contract changes |
CDC stays master for identity and consent, S/4HANA and Commerce for orders and products. The legacy tool (SMC, or the non-SAP platform in path C) appears only during migration and sends nothing after each country's cutover.
Get the contact key, consent fields and product feed right in the pilot and every later program and country reuses them.
Business Areas facts: split by region, country, brand, product or B2B/B2C; every asset (segment, program, email) belongs to exactly one area, chosen at creation; since the Q3 2026 release a contact can belong to several areas; users are assigned in SAP Cloud Identity Services; deactivating an area is one-way. Partners report Loyalty, Smart Insight and Predict are not documented in the Enterprise scope: confirm before you design on them.
| Level | Check |
|---|---|
| 1 Volume | Contacts, opt-ins, orders per country vs source |
| 2 Field | Email, phone, tier, home store, language |
| 3 Consent | Opt-in and suppression counts match exactly |
| 4 Segment | Five reference segments give the same size ±2% |
| 5 Program | Test contact runs welcome, cart, post-purchase |
| 6 Sign-off | Country CRM lead approves |
| Element | Global (L1) | Regional (L2) | Local (L3) |
|---|---|---|---|
| Data model | Key field, field catalogue, sales-data columns, product feed | Regional fields (EU double opt-in date, CASL consent type) | None |
| Consent | Consent framework, CDC as source, suppression rules | GDPR, CASL, US state law, DPDP, APPI, Spam Act | Retention periods, texts |
| Programs | Lifecycle programs and tactics (one design) | Quiet hours, frequency caps | Send times, local holidays |
| Content | Block library, brand styles, ESL snippets | Legal footer, regional imagery | Translations, local offers |
| Channels | Email, push, web | SMS rules, WhatsApp (global), LINE (Asia) | Sender names, short codes |
| Loyalty | Tier model and point rules | Currency, tax on vouchers | Point values |
| Integration | One pattern per source via Integration Suite | Regional POS and shops | Country endpoints |
| Analytics | Global KPI set, Open Data model | Regional dashboards | Country targets |
| Concept | A · SAP Marketing Cloud | C · Salesforce MC | C · Adobe Campaign | C · Braze | Engagement Cloud | Route |
|---|---|---|---|---|---|---|
| Person | Interaction contact (ID + origin) | Subscriber / contact | Recipient | User profile | Contact (key field) | File or API |
| Extra data | Custom fields, CBOs | Data Extensions | Custom schemas | Custom attributes, catalogs | Custom fields, relational data | Map, or keep outside |
| Purchases | Sales order interactions | Data Extension | Purchase schema | Purchase events | Sales data | Daily file |
| Consent | Marketing permissions | All Subscribers status | Blocklist, subscriptions | Subscription groups | Opt-in, consent fields | API / CDC |
| Audience | Target group, segmentation profile | Filter, query activity | Query, workflow target | Segment | Segment | Rebuild |
| Journey | Campaign, trigger campaign | Journey Builder | Workflow | Canvas | Automation Center program | Rebuild |
| Script | Custom Logic (ABAP) | AMPscript, SSJS | JavaScript | Liquid | ESL | Rewrite |
| Content | Content studio template | Content Builder | Delivery template | Templates | VCE block template | Rebuild |
| Trigger | Interaction trigger | Entry event, API event | Event message | Action-based trigger | External Event | Re-point |
| Web data | Web tracking interactions | Collect code | Web tracking | Web SDK | Web Extend | Re-tag |
| Mobile | Limited | MobilePush SDK | Mobile SDK | SDK | Mobile SDK, push, in-app | App release |
| Business unit | Marketing area | Business unit | Folders, org units | Workspace | Account, Business Area | Decide model |
Path B (Emarsys) needs no mapping: every object stays. The non-SAP names are the vendors' own public terms; confirm the client's edition and set-up.
| Item | Treatment | What the team does | Effort |
|---|---|---|---|
| Contacts and attributes | Lift & shift | Clean, re-key, import, reconcile | Low |
| Purchase history, products | Lift & shift | Sales-data file, catalogue feed | Low |
| Consent and suppressions | Semi-automatic | Map per regime, set opt-in by API or CDC, prove counts | Medium |
| Segments | Semi-automatic | Rebuild the 20% that matter; AI segment generator helps | Medium |
| Programs and journeys | Manual rebuild | Start from tactics; rebuild node by node; test | High |
| Templates and content | Manual rebuild | Block library once, then country translations | High |
| Custom logic and scripts | Manual rebuild | BAdIs, AMPscript, Liquid to ESL, External Content or BTP | High |
| Integrations | Manual redesign | Connectors first, iFlows for the rest, OAuth 2.0 | High |
| Interaction history | Not transferred | Keep in data platform; expose through Relational Data | Low |
| Sending reputation | Rebuilt | Domains, authentication, IP warm-up (paths A and C) | Medium |
The pilot carries the design cost; each country after it deploys the kit, applies its regional layer, loads its data and warms up its sending.
Mid-size, uses most channels, has an engaged CRM lead, clean consent records and no unusual law. A country with strong email revenue but a small team is a good test of the template.
Data model, consent design, program logic, block library, integration design, test scripts, training content.
Durations in the roadmap are planning assumptions, sized after discovery. Reference: European Beauty Retailer piloted in Austria in 2024, then ran sub-teams rolling out two or three countries in parallel.
A new sender subdomain of the corporate domain (not the one the old tool uses, no look-alikes); separate marketing and service subdomains; SPF, DKIM, DMARC; dedicated IPs only if volume justifies them; never import bounced or suppressed addresses.
Weeks 1–2: core engaged contacts only, best offers, marketing not service mail; then widen by 60, 90 and 120-day engagement; leave contacts inactive over 270 days to a re-engagement program; dedicated IPs start at up to 10,000 sends per IP a day. Keep the legacy tool sending the rest.
Full volume on Engagement Cloud; legacy sends stopped; suppressions synced one last time; feedback loops and complaint rates monitored for 30 days.
Guidance from SAP's Expert Connect migration articles. Expect open rates to dip during the switch while reputation and tracking reset. The ramp in the diagram is illustrative; the real one follows engagement and mailbox-provider response, agreed with SAP's deliverability team.
| Role | Keeps | Gains in Engagement Cloud | Must relearn |
|---|---|---|---|
| CRM manager | Customer base, consent, KPIs | Pre-built tactics, AI segments, revenue attribution | Program canvas, segment builder |
| Campaign manager | Calendar, briefs | Automation Center, A/B and send-time optimisation | Program nodes, Business Areas |
| Content editor | Brand assets, copy | Block library, AI Content Composer, translation help | Visual Content Editor, ESL basics |
| Loyalty manager | Tier rules | Loyalty in the same tool, wallet, vouchers | Loyalty set-up |
| Data analyst | Data platform, BI | Open Data in BigQuery, AI report builder | EC data model |
| Store / sales team | Clienteling lists | Leads and context in Sales Cloud V2 (EAC) | Where marketing data shows |
| Admin | Users, roles, fields | Account and Business Area admin, SSO | No custom code in tool |
| Area | Before | Engagement Cloud | Users notice first |
|---|---|---|---|
| Journeys | Campaign lists, automation editor | Program canvas, pre-built tactics | Drag and drop flows |
| Audiences | Segmentation profiles | Segment builder, AI segment generator | Describe a segment in words |
| Content | Template editor | Block library, AI Content Composer | Brand blocks, faster builds |
| Revenue | Separate BI | Revenue attribution in reports | Revenue per program |
| Channels | Email, SMS | Push, in-app, WhatsApp, web in one flow | Channel split nodes |
| AI | Predictive models | Joule, predictions, recommendations | New habits |
| Body | Decides | Cadence |
|---|---|---|
| Steering committee | Scope, waves, budget, go / no-go | Monthly + gates |
| Global design authority | Template, field catalogue, deviations | Weekly |
| Data protection board | Consent regimes, retention, residency | Per wave |
| Country cutover board | Warm-up stages, cutover, sign-off | Daily in cutover |
| Risk | Mitigation |
|---|---|
| Account model wrong for the brand set-up | Decide option A / B / C in discovery; confirm with SAP |
| Consent lost or wrongly set | CDC as source; level-3 reconciliation; legal sign-off |
| Deliverability dip after switch | Warm-up plan, seed tests, legacy sends in parallel |
| B2B lead process gap (path A) | Webhook or V2 integration designed early |
| WSSE logins sunset end 2026 (path B) | Inventory API users now; switch to OAuth 2.0 |
| History needed for segments | Keep in data platform; Relational Data |
Assumptions to confirm: number of brands and countries, contacts and sends per month, current tool contract end dates, consent sources, data residency in each region, edition (Emarsys or Enterprise).
What is global versus regional, how the project and code are organised, and sample configuration, data and code. All names, values and code are illustrative; verify field IDs, endpoints and admin paths against the client's tenant and SAP Help.
| Aspect | SAP Marketing Cloud | Engagement Cloud | Migration impact |
|---|---|---|---|
| Identity | Several IDs per contact (email, cookie, CRM ID) with origins, merged | One key field per account (e.g. external_id); email can be key | Choose the key in discovery |
| Attributes | Standard + YY1_ custom fields | Standard fields + typed custom fields | Field catalogue, map once |
| Behaviour | Interactions stored in HANA | Engagement and web behaviour; no external history load | History kept outside |
| Orders | Interactions or custom views | Sales data with item rows | Daily file |
| Other tables | Custom Business Objects | Relational Data on the client's database | No copy into EC |
| Requirement | Legacy build | EC tier | EC build |
|---|---|---|---|
| Welcome series with a voucher | SMC campaign automation | Configuration | Pre-built tactic + voucher pool |
| Quiet hours per country | BAdI or manual | Configuration | Program setting per Business Area |
| Loyalty tier on every email | Custom field + template logic | Medium | Custom field + ESL block |
| Store stock in email at send time | BAdI calling ERP | Medium | External Content to a BTP API |
| Segment on 5 years of returns data | Custom view on HANA | Medium | Relational Data segment template |
| Event registrations with seat limits | Custom Business Object | Large | CAP app on BTP + External Events |
| Agent that drafts win-back campaigns | Not possible | Large | Joule Studio agent or CAP + AI SDK |
| Object | Global (L1) | Regional (L2) | Local (L3) |
|---|---|---|---|
| Contact | Key field, field catalogue, mandatory fields, duplicate rule | Consent fields per regime | Language, address format |
| Consent | Model, CDC mapping, suppression logic | Opt-in type, proof fields, retention | Texts |
| Segments | Global segment library (G_) | Regional segments (R_) | Local filters only |
| Programs | Lifecycle programs, tactics | Quiet hours, frequency caps | Send times, holiday pauses |
| Content | Block library, styles, ESL snippets | Legal footers | Translations, offers |
| Channels | Email, push, web, WhatsApp | SMS rules, LINE | Sender name, short code |
| Loyalty | Tiers, earning rules | Currency, tax | Point values |
| Integration | iFlows per source | Regional shop and POS | Endpoints |
brand-ec-template/ ├── config/ │ ├── global/ account-model.yaml, fields.yaml, consent.yaml, programs.yaml, schema.json │ ├── regional/ R-EU.yaml, R-AM.yaml, R-AP.yaml │ └── local/ DE.yaml, FR.yaml, GB.yaml, US.yaml, IN.yaml … ├── content/ │ ├── blocks/ header.html, product-loop.esl, loyalty-badge.esl, footer-legal.esl │ └── i18n/ de.json, fr.json, ja.json … ├── integration/ iFlow list, field mappings, value mappings per country ├── srv/ CAP app: external-content API, event registrations, agent ├── data/ │ ├── templates/ contacts.csv, sales_items.csv, products.csv, suppressions.csv │ ├── consent/ regime mapping, proof export │ └── reconciliation/ ├── deliverability/ domains.md, warm-up plan per country, seed lists ├── test/ ESL render tests, program test contacts, API tests ├── docs/ decisions, release notes, training pack ├── mta.yaml └── package.json
# config/global/account-model.yaml (Template 1.0)
model: A # one global account, Business Areas
account: BRAND-GLOBAL
key_field: external_id # = CDC UID
business_areas:
- id: BA-EU
countries: [DE, FR, GB]
- id: BA-AM
countries: [US, CA, MX]
- id: BA-AP
countries: [IN, JP, AU]
template_distribution: global → business area
# config/global/fields.yaml - name: external_id type: short_text layer: global source: CDC.UID - name: loyalty_tier type: single_choice values: [BASIC, SILVER, GOLD] layer: global smc_source: YY1_LOYALTYTIER - name: home_store type: short_text layer: global - name: eu_doi_date type: date layer: regional:R-EU - name: casl_consent_type type: single_choice values: [EXPRESS, IMPLIED] layer: regional:R-AM
# config/global/programs.yaml - id: G_WELCOME entry: contact_opted_in steps: [email_1, wait_2d, email_2, wait_5d, push_or_sms] - id: G_CART_ABANDON entry: external_event:cart_abandoned wait: 1h exit_on: purchase - id: G_WINBACK entry: segment:G_LAPSED_120D params: [lapse_days]
# config/regional/R-EU.yaml
region: R-EU
consent: { regime: EU_GDPR, double_opt_in: true, proof_field: eu_doi_date }
quiet_hours: { from: "21:00", to: "08:00" }
frequency_cap: { marketing_per_week: 4 }
footer_key: EU_STD
# config/local/DE.yaml (values only)
country: DE
region: R-EU
languages: [de]
programs: { G_WINBACK: { lapse_days: 90 } }
sender_name: "Brand Deutschland"
Review rule: a local file may only override keys in its regional file, and a regional file only keys in the global schema.
| # | What | Source → method | Check before next step |
|---|---|---|---|
| 1 | Account, Business Areas, users, SSO | Template → admin | Test users see only their area |
| 2 | Field catalogue | fields.yaml → admin | Every source column has a target or is dropped |
| 3 | Sender domains, authentication | DNS → EC | SPF, DKIM, DMARC pass |
| 4 | Product catalogue | Commerce → feed | Counts match the shop |
| 5 | Contacts | CDC / legacy export → file, then connector | No duplicates on key |
| 6 | Consent and suppressions | CDC → connector; legacy suppressions → file | Opt-in counts match exactly |
| 7 | Sales data (two years+) | S/4, Commerce, POS → file | Revenue per month ±0.5% |
| 8 | Loyalty members and points | Loyalty system → API | Tier counts match |
| 9 | History view for segments | Data platform → Relational Data | Reference segment sizes match |
| 10 | Web and app tracking | Web Extend tag, app SDK release | Events seen for test users |
external_id,email,first_name,last_name,country,language,loyalty_tier,home_store,smc_legacy_id C-DE-0000187,anna.keller@example.com,Anna,Keller,DE,de,GOLD,DE-MUC-01,9000187 C-DE-0000188,jonas.brandt@example.com,Jonas,Brandt,DE,de,SILVER,DE-HAM-02,9000188 C-FR-0000512,claire.martin@example.com,Claire,Martin,FR,fr,BASIC,FR-PAR-05,9100512
order,date,customer,item,price,quantity,s_store,s_channel SO-90011,2024-10-23T09:14:00Z,C-DE-0000187,SKU-4711,49.90,1,DE-MUC-01,store SO-90012,2024-10-24T10:02:00Z,C-DE-0000188,SKU-2201,19.00,2,,web SO-90013,2026-10-20T17:45:00Z,C-FR-0000512,SKU-8810,72.50,1,,app
email,reason,source,date old.user@example.com,hard_bounce,smc,2025-03-02 no.mail@example.com,unsubscribe_all,smc,2024-11-18 spam.report@example.com,complaint,smc,2026-01-09
regime,source_status,ec_optin,proof_required EU_GDPR,SMC permission Y + DOI date,set TRUE by API,eu_doi_date EU_GDPR,SMC permission Y without DOI,leave empty; re-permission,yes CASL,express,set TRUE by API,casl_consent_type US_CAN_SPAM,no opt-out,set TRUE by API,no
All IDs, names and values are sample data. The legacy ID is kept as a field so every record can be traced to its source during reconciliation.
// srv/lib/params.js — global → regional → local
const global = require('../../config/global/params.json')
const regions = { 'R-EU': require('../../config/regional/R-EU.json'),
'R-AM': require('../../config/regional/R-AM.json'),
'R-AP': require('../../config/regional/R-AP.json') }
const countryRegion = { DE:'R-EU', FR:'R-EU', GB:'R-EU', US:'R-AM',
CA:'R-AM', MX:'R-AM', IN:'R-AP', JP:'R-AP', AU:'R-AP' }
const merge = (base, over) => {
const out = { ...base }
for (const [k, v] of Object.entries(over || {})) {
if (!(k in base)) throw new Error(`Key ${k} is not in the template schema`)
out[k] = (v && typeof v === 'object' && !Array.isArray(v)) ? merge(base[k], v) : v
}
return out
}
module.exports.forCountry = (cc) => {
const r = countryRegion[cc]
if (!r) throw new Error(`Country ${cc} is not rolled out yet`)
let local = {}; try { local = require(`../../config/local/${cc}.json`) } catch (e) {}
return merge(merge(global, regions[r]), local)
}
// srv/consent.js — one consent rule, regime from config
const { forCountry } = require('./lib/params')
const RULES = {
EU_GDPR: c => c.optIn && !!c.eu_doi_date,
UK_GDPR: c => c.optIn,
CASL: c => c.optIn && c.casl_consent_type === 'EXPRESS',
US_CAN_SPAM: c => !c.unsubscribed,
IN_DPDP: c => c.optIn,
JP_APPI: c => c.optIn,
AU_SPAM_ACT: c => c.optIn
}
// Used by the migration job: decides what the EC opt-in becomes
module.exports.targetOptIn = (contact) => {
const rule = RULES[forCountry(contact.country).consent.regime]
return rule(contact) ? 'TRUE' : 'EMPTY' // EMPTY → re-permission program
}
// srv/external-content.js — called by EC at send time (External Content)
const cds = require('@sap/cds')
module.exports = cds.service.impl(function () {
this.on('READ', 'StoreStock', async req => {
const { store, skus } = req.data // tokens passed from the email
const s4 = await cds.connect.to('S4_STOCK')
const rows = await s4.get(`/Stock?plant=${store}&materials=${skus}`)
return rows.map(r => ({ sku: r.material, inStock: r.qty > 0,
label: r.qty > 5 ? 'In stock' : r.qty > 0 ? 'Last few' : 'Online only' }))
})
})
// test/esl-render.test.js — every country renders the loyalty block
const render = require('./helpers/render-esl')
for (const cc of ['DE','FR','US','JP']) {
test(`${cc}: badge shows tier`, async () => {
const html = await render('content/blocks/loyalty-badge.esl',
{ contact: { loyalty_tier: 'GOLD', country: cc } })
expect(html).toContain('GOLD')
})
}
test('Country not rolled out is rejected', () =>
expect(() => forCountry('BR')).toThrow('not rolled out'))
| Item | Pattern | Example |
|---|---|---|
| Custom fields | snake_case; regional fields eu_ / am_ / ap_ | loyalty_tier, eu_doi_date |
| Segments | G_ / R_XX_ / L_CC_ + meaning | G_LAPSED_120D, R_EU_DOI_MISSING |
| Programs | G_ + lifecycle stage | G_WELCOME, G_CART_ABANDON |
| Blocks | blk_ + purpose | blk_product_loop, blk_footer_legal |
| External events | evt_ + object_action | evt_order_shipped |
| Releases | TPL major.minor | TPL 1.0, TPL 1.1 |
Test layers: unit, rendering, integration, consent, data reconciliation, business UAT, seed-list inbox tests.
How one global template covers most features in nine countries, how regional layers add what law and market require, and what each country actually changes. Use the tabs; the country views compare any two countries side by side.
Every country runs the same fields, programs, blocks and code. The only thing a country changes is a value, shown in the bottom row of each infographic.
Every shopper is one contact with one key, the CDC UID, whatever channel or country they come from.
// Integration Suite step — identical in all countries
const contact = {
external_id: cdc.UID, // the only key
'3': cdc.profile.email.toLowerCase(), // email
'1': cdc.profile.firstName,
country: cdc.data.country,
language: cdc.profile.locale || forCountry(cdc.data.country).languages[0]
}
await ec.put('/contact/?create_if_not_exists=1', { key_id: 'external_id', contacts: [contact] })Consent is captured once in CDC and enforced in every program, with the rule chosen by the country's regime.
// srv/consent.js — identical in all countries
module.exports.canSend = (c, channel) => {
if (c.unsubscribed || c.hardBounced) return false
const regime = forCountry(c.country).consent.regime
if (channel === 'sms') return c.sms_consent === true
return RULES[regime](c) // EU_GDPR needs DOI date, CASL express…
}A small library of global segments that every country uses, built on the same fields and sales data.
-- Relational segment template (parameters filled per country) SELECT c.external_id FROM MKT.EC_CUSTOMER_SCORES c WHERE c.country = :country AND c.days_since_order > :lapse_days -- DE 90, IN 60, others 120 AND c.marketing_consent = TRUE
Welcome, browse and cart, post-purchase, replenishment, birthday and win-back run the same way in every country.
# config/global/programs.yaml — the program contract
- id: G_CART_ABANDON
entry: external_event:evt_cart_abandoned
checks: [consent.email, quiet_hours, frequency_cap]
steps:
- wait: 1h
- email: { blocks: [blk_header, blk_product_loop, blk_footer_legal] }
- split: { app_user: push, else: end }
exit_on: purchaseBrand blocks and ESL snippets built once; every country fills translations and offers.
{# content/blocks/blk_loyalty_badge.esl — identical in all countries #}
{% if contact.loyalty_tier %}
<span class="badge badge-{{ contact.loyalty_tier | lower }}">
{{ t.loyalty_label }} {{ contact.loyalty_tier }}
</span>
{% endif %}Email, push, in-app, SMS, WhatsApp and LINE sit in the same program, chosen by consent and the country's main channel.
// srv/channel.js — identical in all countries
module.exports.pickChannel = (c) => {
const main = forCountry(c.country).channels.main // MX, IN → whatsapp, JP → line
if (main !== 'email' && canSend(c, main)) return main
return canSend(c, 'email') ? 'email' : null
}One tier model and earning rules; each country sets what a point is worth.
// srv/loyalty.js — identical in all countries
module.exports.pointsFor = (order) => {
const perPoint = forCountry(order.country).loyalty.currency_per_point // DE 1, IN 50, JP 100
return Math.floor(order.netAmount / perPoint)
}CDC, Commerce, S/4 and POS feed Engagement Cloud through one Integration Suite flow each, with country values in a mapping file.
# integration/value-mapping.csv — the only per-country part salesOrg,country,ecBusinessArea,currency 1010,DE,BA-EU,EUR 1210,FR,BA-EU,EUR 1710,US,BA-AM,USD 2810,IN,BA-AP,INR # adding a country = adding a row; the iFlow is unchanged
The same revenue and engagement KPIs everywhere, Open Data for the data team, and AI that drafts but never sends alone.
// srv/agent.js — identical in all countries (SAP Cloud SDK for AI)
const draft = await client.chatCompletion({ inputParams: {
goal: `Win back lapsing ${market} customers`, data: JSON.stringify(rows) } })
return { ...JSON.parse(draft.getContent()), status: 'NEEDS_APPROVAL' }| Module | Feature | DE | FR | GB | US | CA | MX | IN | JP | AU |
|---|---|---|---|---|---|---|---|---|---|---|
| Data | Contact key & field catalogueexternal_id = CDC UID | G | G | G | G | G | G | G | G | G |
| Data | Sales data & productstwo years of orders | G | G | G | G | G | G | G | G | G |
| Data | Loyalty tier fieldsBASIC, SILVER, GOLD | G | G | G | G | G | G | G | G | G |
| Consent | Consent regimeGDPR, CASL, DPDP… | R | R | L | R | L | L | L | L | L |
| Consent | Double opt-in proofEU layer | R | R | – | – | – | – | – | – | – |
| Consent | SMS consent ruleregional | R | R | R | R | R | R | R | R | R |
| Programs | Welcome & cartglobal programs | G | G | G | G | G | G | G | G | G |
| Programs | Win-back lapseparameter | L | G | G | G | G | G | L | G | G |
| Programs | Quiet hours & capsregional | R | R | R | R | R | R | R | R | R |
| Programs | Seasonal calendarlocal peaks | L | L | L | L | L | L | L | L | L |
| Content | Block librarybrand blocks, ESL | G | G | G | G | G | G | G | G | G |
| Content | Legal footerregional | R | R | R | R | R | R | R | R | R |
| Content | Translationscountry languages | L | L | L | L | L | L | L | L | L |
| Channels | Email, push, in-appglobal | G | G | G | G | G | G | G | G | G |
| Channels | WhatsAppglobal; main in MX, IN | – | – | – | – | – | G | G | – | – |
| Channels | LINEAPAC layer | – | – | – | – | – | – | – | R | – |
| Channels | SMS sender registrationAPAC, Americas rules | – | – | – | R | R | R | R | R | R |
| Loyalty | Tiers & earning rulesglobal | G | G | G | G | G | G | G | G | G |
| Loyalty | Point valuelocal | L | L | L | L | L | L | L | L | L |
| Integration | CDC, Commerce, S/4 feedsone iFlow each | G | G | G | G | G | G | G | G | G |
| Integration | POS receiptsregional POS | R | R | R | R | R | R | R | R | R |
| Integration | Store stock (External Content)one BTP API | G | G | G | G | G | G | G | G | G |
| Analytics | Global KPI setrevenue per program | G | G | G | G | G | G | G | G | G |
| Analytics | Targetscountry targets | L | L | L | L | L | L | L | L | L |
| Global share | 48% | 52% | 55% | 52% | 52% | 55% | 50% | 50% | 52% |
Illustrative template design for the assumed client; the matrix is the starting point for fit-to-standard workshops, not a finding.
loyalty_tier field; only the consent regime differs (GDPR double opt-in vs APPI).| Artefact | Global (L1) | Regional (L2) | Local (L3) |
|---|---|---|---|
| Custom field | loyalty_tier | eu_doi_date, am_casl_consent_type | Not allowed: propose regional or global |
| Segment | G_LAPSED_120D | R_EU_DOI_MISSING | L_DE_MUNICH_STORE (filter only) |
| Program | G_CART_ABANDON | R_AP_LINE_ORDER_UPDATE | Not allowed: parameter only |
| Block | blk_product_loop | blk_footer_legal_eu | Translations only |
| External event | evt_order_shipped | evt_pos_receipt_am | None |
| Business Area | BRAND-GLOBAL | BA-EU, BA-AM, BA-AP | Country filter in BA |
| Integration flow | MKT_CDC_EC_CONTACT_G | MKT_POS_EC_SALES_AM | MKT_SHOP_EC_EVENTS_JP |
| Release | TPL 1.0, TPL 1.1 | TPL 1.1-EU | TPL 1.1-DE |
loyalty_tierGlobal field: snake_case business name, no prefix.eu_doi_date# config/regional/R-EU.yaml
region: R-EU
consent: { regime: EU_GDPR, double_opt_in: true,
proof_field: eu_doi_date }
quiet_hours: { from: "21:00", to: "08:00" }
frequency_cap: { marketing_per_week: 4 }
footer_key: EU_STD
data_centre: EUam_casl_consent_type# config/regional/R-AM.yaml
region: R-AM
consent: { regime: PER_COUNTRY }
quiet_hours: { from: "21:00", to: "08:00",
by: contact_timezone }
sms: { requires_written_consent: true }
frequency_cap: { marketing_per_week: 5 }
footer_key: AM_STD# config/regional/R-AP.yaml
region: R-AP
consent: { regime: PER_COUNTRY }
channels: [email, push, whatsapp, line, sms]
sms: { sender_registration: PER_COUNTRY }
frequency_cap: { marketing_per_week: 4 }
footer_key: AP_STD
data_residency_check: trueRule enforced in review: a regional file may only set keys that exist in the global schema; it never adds a program.
# config/local/DE.yaml
country: DE
region: R-EU
business_area: BA-EU
languages: [de]
programs: { G_WINBACK: { lapse_days: 90 } }
loyalty: { currency_per_point: 1 }
sender_name: "Brand Deutschland"
sender_domain: news.brand.de// Migration job — EU double opt-in: only contacts with proof are opted in
for (const c of smcExport) {
const target = targetOptIn(c) // EU_GDPR → needs eu_doi_date
if (target === 'TRUE')
await ec.put('/contact', { key_id: 'external_id',
contacts: [{ external_id: c.id, '31': 1, eu_doi_date: c.doiDate }] })
else
await ec.post(`/event/${EVT_REPERMISSION}/trigger`,
{ key_id: 'external_id', external_id: c.id }) // re-permission program
}# config/local/DE.yaml
country: DE
region: R-EU
business_area: BA-EU
languages: [de]
programs: { G_WINBACK: { lapse_days: 90 } }
loyalty: { currency_per_point: 1 }
sender_name: "Brand Deutschland"
sender_domain: news.brand.de// Migration job — EU double opt-in: only contacts with proof are opted in
for (const c of smcExport) {
const target = targetOptIn(c) // EU_GDPR → needs eu_doi_date
if (target === 'TRUE')
await ec.put('/contact', { key_id: 'external_id',
contacts: [{ external_id: c.id, '31': 1, eu_doi_date: c.doiDate }] })
else
await ec.post(`/event/${EVT_REPERMISSION}/trigger`,
{ key_id: 'external_id', external_id: c.id }) // re-permission program
}# config/local/FR.yaml
country: FR
region: R-EU
business_area: BA-EU
languages: [fr]
sms: { block_days: [SUN, PUBLIC_HOLIDAY] }
calendar: { pause_full_price: [SOLDES_HIVER, SOLDES_ETE] }
sender_name: "Brand France"
sender_domain: news.brand.fr// srv/channel.js — global SMS guard, French parameter
module.exports.smsAllowedNow = (cc, now = new Date()) => {
const p = forCountry(cc)
const day = isPublicHoliday(cc, now) ? 'PUBLIC_HOLIDAY'
: ['SUN','MON','TUE','WED','THU','FRI','SAT'][now.getDay()]
return !(p.sms.block_days || []).includes(day) // FR: no SMS on Sundays, holidays
}# config/local/GB.yaml
country: GB
region: R-EU # operated from the EU layer
business_area: BA-EU
currency: GBP
consent: { regime: UK_GDPR, soft_opt_in: true }
languages: [en-GB]
sender_domain: news.brand.co.uk// srv/consent.js — soft opt-in for existing customers (UK) RULES.UK_GDPR = c => c.optIn || (forCountry(c.country).consent.soft_opt_in && c.hasPurchased && !c.unsubscribed && c.softOptInNoticeShown)
# config/local/US.yaml
country: US
region: R-AM
business_area: BA-AM
consent: { regime: US_CAN_SPAM }
sms: { requires_written_consent: true }
languages: [en-US, es-US]
send_time: by_contact_timezone
sender_domain: news.brand.com// Integration Suite step — US SMS consent is its own field
const contact = {
external_id: cdc.UID,
'31': cdc.subscriptions.email?.isSubscribed ? 1 : 2, // email: opt-out model
sms_consent: cdc.consents?.sms_marketing?.isConsentGranted === true,
sms_consent_date: cdc.consents?.sms_marketing?.lastConsentModified
}# config/local/CA.yaml
country: CA
region: R-AM
business_area: BA-AM
consent: { regime: CASL, implied_valid_months: 24 }
languages: [en-CA, fr-CA]
language_default_by_province: { QC: fr-CA }
sender_domain: news.brand.ca// srv/consent.js — CASL: express always, implied until it expires
RULES.CASL = c => {
if (c.am_casl_consent_type === 'EXPRESS') return c.optIn
if (c.am_casl_consent_type !== 'IMPLIED') return false
const months = forCountry('CA').consent.implied_valid_months
return monthsSince(c.am_casl_consent_date) < months
}# config/local/MX.yaml
country: MX
region: R-AM
business_area: BA-AM
currency: MXN
consent: { regime: MX_LFPDPPP }
channels: { main: whatsapp }
loyalty: { currency_per_point: 20 }
languages: [es-MX]// External Event payload — order shipped, sent by WhatsApp in Mexico
POST /api/v3/event/{evt_order_shipped}/trigger
{
"key_id": "external_id",
"external_id": "C-MX-0007712",
"data": { "orderId": "SO-77120", "carrier": "Estafeta",
"channel": "whatsapp", // from pickChannel()
"template": "order_shipped_es_mx" }
}# config/local/IN.yaml
country: IN
region: R-AP
business_area: BA-AP
currency: INR
consent: { regime: IN_DPDP }
channels: { main: whatsapp }
sms: { sender_id: BRANDI, dlt_entity_id: "1201xxxxxxxxxxxx" }
programs: { G_WINBACK: { lapse_days: 60 } }
loyalty: { currency_per_point: 50 }
languages: [en-IN, hi-IN]// srv/sms.js — APAC rule: registered sender and template IDs (India DLT)
module.exports.smsMeta = (cc, templateKey) => {
const p = forCountry(cc).sms
const t = smsTemplates[cc]?.[templateKey]
if (cc === 'IN' && !t?.dltTemplateId)
throw new Error(`No registered DLT template for ${templateKey}`)
return { senderId: p.sender_id, entityId: p.dlt_entity_id, templateId: t?.dltTemplateId }
}# config/local/JP.yaml
country: JP
region: R-AP
business_area: BA-AP
currency: JPY
currency_decimals: 0
consent: { regime: JP_APPI }
channels: { main: line }
loyalty: { currency_per_point: 100 }
calendar: { pause: [GOLDEN_WEEK] }
languages: [ja-JP]{# content/blocks/blk_price.esl — one block, decimals from the contact's country #}
{% set d = contact.country == 'JP' ? 0 : 2 %}
{{ item.price | number_format(d) }} {{ item.currency }}
{# DE → 49,90 EUR · JP → 4,990 JPY #}# config/local/AU.yaml
country: AU
region: R-AP
business_area: BA-AP
currency: AUD
consent: { regime: AU_SPAM, inferred_allowed: true }
send_time: by_contact_timezone
calendar: { peaks: [CLICK_FRENZY, BOXING_DAY] }
languages: [en-AU]
sender_domain: news.brand.com.au// srv/consent.js — Spam Act: express or inferred, always with unsubscribe
RULES.AU_SPAM = c =>
!c.unsubscribed &&
(c.optIn || (forCountry('AU').consent.inferred_allowed && c.hasPurchased))
// every AU template must contain blk_footer_legal (sender ID + unsubscribe)// srv/consent.js — global code; the regime comes from config/local/<CC>.yaml
module.exports.canSendMarketing = (contact) => {
const p = forCountry(contact.country)
if (contact.unsubscribed || contact.hardBounced) return false
return RULES[p.consent.regime](contact) // EU_GDPR, CASL, IN_DPDP …
}| Attribute | Germany | United States |
|---|---|---|
| Region | Europe | Americas |
| Currency | EUR | USD |
| Languages | German | English, Spanish |
| Privacy | EU GDPR, double opt-in | CAN-SPAM (opt-out) + state laws |
| Email consent | Opt-in with DOI date | Opt-out model for email |
| Main channels | Email, push, SMS, app | Email, SMS, push, app |
| SMS rule | Opt-in, sender name | Written consent for marketing texts |
| Quiet hours | 21:00–08:00 | by time zone |
| Frequency cap | 4 a week (EU) | 5 a week (Americas) |
| Win-back lapse | 90 days (local) | 120 days (global) |
| Loyalty points | 1 point per €1 | 1 point per $1 |
| Peak seasons | Black Friday, Christmas | Black Friday, holiday season |
| Use cases | Win-back after 90 days Double opt-in proof Store stock in emails | Opt-out email model SMS with written consent Time-zone sending |
| Template features treated the same | 21 of 24 | |
# config/local/DE.yaml
country: DE
region: R-EU
business_area: BA-EU
languages: [de]
programs: { G_WINBACK: { lapse_days: 90 } }
loyalty: { currency_per_point: 1 }
sender_name: "Brand Deutschland"
sender_domain: news.brand.de# config/local/US.yaml
country: US
region: R-AM
business_area: BA-AM
consent: { regime: US_CAN_SPAM }
sms: { requires_written_consent: true }
languages: [en-US, es-US]
send_time: by_contact_timezone
sender_domain: news.brand.com# config/local/DE.yaml
country: DE
region: R-EU
business_area: BA-EU
languages: [de]
programs: { G_WINBACK: { lapse_days: 90 } }
loyalty: { currency_per_point: 1 }
sender_name: "Brand Deutschland"
sender_domain: news.brand.de// Migration job — EU double opt-in: only contacts with proof are opted in
for (const c of smcExport) {
const target = targetOptIn(c) // EU_GDPR → needs eu_doi_date
if (target === 'TRUE')
await ec.put('/contact', { key_id: 'external_id',
contacts: [{ external_id: c.id, '31': 1, eu_doi_date: c.doiDate }] })
else
await ec.post(`/event/${EVT_REPERMISSION}/trigger`,
{ key_id: 'external_id', external_id: c.id }) // re-permission program
}
# config/local/FR.yaml
country: FR
region: R-EU
business_area: BA-EU
languages: [fr]
sms: { block_days: [SUN, PUBLIC_HOLIDAY] }
calendar: { pause_full_price: [SOLDES_HIVER, SOLDES_ETE] }
sender_name: "Brand France"
sender_domain: news.brand.fr// srv/channel.js — global SMS guard, French parameter
module.exports.smsAllowedNow = (cc, now = new Date()) => {
const p = forCountry(cc)
const day = isPublicHoliday(cc, now) ? 'PUBLIC_HOLIDAY'
: ['SUN','MON','TUE','WED','THU','FRI','SAT'][now.getDay()]
return !(p.sms.block_days || []).includes(day) // FR: no SMS on Sundays, holidays
}
# config/local/GB.yaml
country: GB
region: R-EU # operated from the EU layer
business_area: BA-EU
currency: GBP
consent: { regime: UK_GDPR, soft_opt_in: true }
languages: [en-GB]
sender_domain: news.brand.co.uk// srv/consent.js — soft opt-in for existing customers (UK) RULES.UK_GDPR = c => c.optIn || (forCountry(c.country).consent.soft_opt_in && c.hasPurchased && !c.unsubscribed && c.softOptInNoticeShown)
# config/local/US.yaml
country: US
region: R-AM
business_area: BA-AM
consent: { regime: US_CAN_SPAM }
sms: { requires_written_consent: true }
languages: [en-US, es-US]
send_time: by_contact_timezone
sender_domain: news.brand.com// Integration Suite step — US SMS consent is its own field
const contact = {
external_id: cdc.UID,
'31': cdc.subscriptions.email?.isSubscribed ? 1 : 2, // email: opt-out model
sms_consent: cdc.consents?.sms_marketing?.isConsentGranted === true,
sms_consent_date: cdc.consents?.sms_marketing?.lastConsentModified
}
# config/local/CA.yaml
country: CA
region: R-AM
business_area: BA-AM
consent: { regime: CASL, implied_valid_months: 24 }
languages: [en-CA, fr-CA]
language_default_by_province: { QC: fr-CA }
sender_domain: news.brand.ca// srv/consent.js — CASL: express always, implied until it expires
RULES.CASL = c => {
if (c.am_casl_consent_type === 'EXPRESS') return c.optIn
if (c.am_casl_consent_type !== 'IMPLIED') return false
const months = forCountry('CA').consent.implied_valid_months
return monthsSince(c.am_casl_consent_date) < months
}
# config/local/MX.yaml
country: MX
region: R-AM
business_area: BA-AM
currency: MXN
consent: { regime: MX_LFPDPPP }
channels: { main: whatsapp }
loyalty: { currency_per_point: 20 }
languages: [es-MX]// External Event payload — order shipped, sent by WhatsApp in Mexico
POST /api/v3/event/{evt_order_shipped}/trigger
{
"key_id": "external_id",
"external_id": "C-MX-0007712",
"data": { "orderId": "SO-77120", "carrier": "Estafeta",
"channel": "whatsapp", // from pickChannel()
"template": "order_shipped_es_mx" }
}
# config/local/IN.yaml
country: IN
region: R-AP
business_area: BA-AP
currency: INR
consent: { regime: IN_DPDP }
channels: { main: whatsapp }
sms: { sender_id: BRANDI, dlt_entity_id: "1201xxxxxxxxxxxx" }
programs: { G_WINBACK: { lapse_days: 60 } }
loyalty: { currency_per_point: 50 }
languages: [en-IN, hi-IN]// srv/sms.js — APAC rule: registered sender and template IDs (India DLT)
module.exports.smsMeta = (cc, templateKey) => {
const p = forCountry(cc).sms
const t = smsTemplates[cc]?.[templateKey]
if (cc === 'IN' && !t?.dltTemplateId)
throw new Error(`No registered DLT template for ${templateKey}`)
return { senderId: p.sender_id, entityId: p.dlt_entity_id, templateId: t?.dltTemplateId }
}
# config/local/JP.yaml
country: JP
region: R-AP
business_area: BA-AP
currency: JPY
currency_decimals: 0
consent: { regime: JP_APPI }
channels: { main: line }
loyalty: { currency_per_point: 100 }
calendar: { pause: [GOLDEN_WEEK] }
languages: [ja-JP]{# content/blocks/blk_price.esl — one block, decimals from the contact's country #}
{% set d = contact.country == 'JP' ? 0 : 2 %}
{{ item.price | number_format(d) }} {{ item.currency }}
{# DE → 49,90 EUR · JP → 4,990 JPY #}
# config/local/AU.yaml
country: AU
region: R-AP
business_area: BA-AP
currency: AUD
consent: { regime: AU_SPAM, inferred_allowed: true }
send_time: by_contact_timezone
calendar: { peaks: [CLICK_FRENZY, BOXING_DAY] }
languages: [en-AU]
sender_domain: news.brand.com.au// srv/consent.js — Spam Act: express or inferred, always with unsubscribe
RULES.AU_SPAM = c =>
!c.unsubscribed &&
(c.optIn || (forCountry('AU').consent.inferred_allowed && c.hasPurchased))
// every AU template must contain blk_footer_legal (sender ID + unsubscribe)
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Home · Insights · SAP CX · Pricing
Pillar guide · Pricing on SAP · by Vinod Kumar Beli with Sappy
Customers judge you on the price they see, the price they pay and the rebate they were promised. Here is how to make all three agree, across every channel, on SAP.
Customers rarely complain about your features. They complain that the price on the website differed from the quote, that the rebate they were promised arrived three months late, or that a marketplace sold your product cheaper than your own shop. Each of those is a customer-experience failure, and each starts in pricing.
Pricing touches every moment of the journey: the price a buyer discovers, the quote a seller sends, the invoice Finance issues and the rebate the partner earns. When those four numbers come from four systems, trust erodes. When they come from one governed price truth, every channel tells the same story.
The gap between list price and pocket price is where margin hides: off-invoice rebates nobody accrued, freight absorbed for small orders, promotional funds paid without proof of performance. You cannot fix what you cannot see, so the first deliverable of any pricing programme is a waterfall built from real invoice and rebate data.
Ask one question before any software: which system decides the price, and which one executes it? If the answer is “several of each”, that is your first project.
The pattern that scales separates two jobs. A pricing engine (SAP’s own pricing, or a specialist platform) decides: price architecture, segments, guidance bands, promotions and rebate design. SAP S/4HANA executes: condition records, order pricing, billing, accruals and settlement. SAP Commerce Cloud and CPQ present the decided price at the moment of truth, in real time.
| Layer | Owns | Typical SAP / partner component |
|---|---|---|
| Decide | Price architecture, segmentation, guidance, promotions, rebate design, simulation | Pricing engine: SAP pricing, or a specialist such as Conga (PROS B2B), Pricefx, Vendavo, Zilliant, Enable |
| Execute | Condition records, order pricing, billing, rebate accruals and settlement | SAP S/4HANA SD pricing and condition contract management |
| Present | Real-time price in web shop, dealer portal, quote and sales app | SAP Commerce Cloud, CPQ, Sales Cloud V2 |
| Learn | Transactions, costs, competitor and elasticity data; AI models | Data platform (SAP Datasphere, Snowflake or Databricks) with governed SAP data |
The ten posts that follow go one layer deeper each: which SAP and third-party option to use when, the connected value chain, one SAP sales order with every deduction, one product across seven retail channels, channels, rebates, rules, AI engines by industry, the data and AI layer, and the integration blueprint.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Insights · SAP CX · Pricing
Decision guide · Pricing on SAP · by Vinod Kumar Beli with Sappy
S/4HANA executes prices well. Quotes, optimisation and special rules are where it stops. A plain-words guide to the four options and the architecture that uses them together.
“We already have SAP pricing, why buy anything else?” is the right question to ask first. SAP S/4HANA is very good at one job: calculating and executing the price on every order, delivery and invoice. Most pricing programmes go wrong when it is asked to do four other jobs as well.
| Business need | Why S/4HANA alone struggles | What usually fills the gap |
|---|---|---|
| Deciding the right price | Built to execute agreed prices, not to optimise them with elasticity, win-loss or segment data | Third-party engine |
| Guidance for negotiations | No floor / target / stretch bands or deal scoring for sellers in the standard sales order | CPQ with guidance from an engine |
| Complex configurable quotes | Quotations exist, but guided selling, proposal documents and partner quoting live better in CPQ | SAP CPQ |
| Mass price changes and simulation | Changing and testing thousands of records before go-live is slow without a decision layer | Third-party engine or a CAP tool |
| Real-time web and app prices | Calling order simulation for every page view adds load; storefronts need cached or replicated prices | Replicated prices, SAP Variant Configuration and Pricing service, or a cached API |
| Omnichannel promotions | Complex retail-style promotions across shop, orders and other channels | SAP Omnichannel Promotion Pricing on BTP, or an engine |
| Special rules (index, surcharge, formula) | Custom pricing routines inside S/4HANA cost effort at every upgrade | CAP service on BTP, or an engine |
| Rebate design and partner visibility | Condition contracts execute rebates; designing, simulating and showing them to partners needs more | Rebate platform or engine |
Typical limits from SAP projects; the exact boundary depends on your S/4HANA release and edition.
Keep S/4HANA as the place where the price is executed and proven. Let the other tools help you decide, quote and present that price, never compete with it.
SAP CPQ prices products and their options with pricebooks per market, formulas and variant pricing, with discounts and approval workflows around the quote, and guided selling on S/4HANA materials. It shines when sellers or partners build complex, configurable offers and need a proposal out the door fast. Through the SAP Variant Configuration and Pricing service on SAP BTP, which loads condition data from S/4HANA, CPQ can calculate item conditions the same way the ERP will, so the quote matches the order.
The SAP Cloud Application Programming Model (CAP) lets you build a small, side-by-side service on SAP BTP: an index-linked price formula, a surcharge calculator, a 30-day price-history store for EU consumer law, a price-approval app or a published-versus-invoiced reconciliation. It keeps custom code out of the S/4HANA core. The trade-off is ownership: your team designs, tests and runs it, so keep it small and focused on rules that are truly yours.
Specialist engines (for example Conga with PROS B2B, Pricefx, Vendavo, Zilliant, Enable with Flintfox for high-speed calculation, or Competera in retail) earn their licence when you need segmentation, optimisation, guidance bands, simulation, rebate design or price management across many countries and channels. They connect to S/4HANA through certified connectors or SAP Integration Suite and publish prices back as condition records or calculate them in real time.
| Your situation | S/4HANA | SAP CPQ | CAP on BTP | Third-party engine |
|---|---|---|---|---|
| Stable price lists, few channels, standard discounts | ✓ Enough on its own | |||
| Configurable products, complex quotes, partner quoting | ✓ Executes | ✓ Quotes | Optional | |
| One or two special rules or compliance needs | ✓ Executes | ✓ Builds the rule | ||
| Margin leakage, many segments, negotiated B2B deals | ✓ Executes | ✓ Shows guidance | Optional | ✓ Decides |
| B2B, B2C and D2C with promotions in many countries | ✓ Executes | If quoting | ✓ Price history, glue | ✓ Decides and publishes |
| Rebates and incentives at scale | ✓ Condition contracts | Optional portal | ✓ Design and simulation |
A starting point for the conversation; we validate it against your release, volumes and channels.
In this model each tool has one job and one owner. Commercial teams own decisions in the engine, SAP SD owns execution, sales operations owns CPQ, and a small BTP team owns the CAP services. SAP Commerce Cloud reads the same prices, replicated or in real time, so the web shop, the quote and the invoice agree.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Insights · SAP CX · Pricing
Infographic · Pricing on SAP · by Vinod Kumar Beli with Sappy
One price, followed step by step: decided in Conga (PROS B2B) or Pricefx, executed in S/4HANA, quoted in SAP CPQ, sold in SAP Commerce Cloud, and learned from. With four scenarios showing when you need which system.
Most companies already own several of these systems. The problem is that each one keeps its own version of the price. The web shop shows one number, the dealer gets another by e-mail, the invoice says a third, and nobody knows the pocket price until the rebate is paid. Connected as one value chain, the same systems give one price truth.
Decide
Sets list prices, dealer guidance bands, promotions and rebate designs, and simulates the margin impact first.
Used by Pricing manager
Execute
Holds condition records and condition contracts, and prices every order, delivery and invoice.
Used by SAP SD and Finance
Quote
Builds the offer, prices items the way S/4HANA will, shows the engine’s guidance and routes approvals.
Used by Sales and dealers
Sell
Shows the same price, promotion and 30-day reference price to every shopper, and sends orders to S/4HANA.
Used by Shoppers and e-commerce
Learn
Turns what actually happened into the pocket price, elasticity and deal outcomes the engine learns from.
Used by Pricing analysts
The loop closes. Invoiced prices, paid rebates, won and lost quotes and web conversion flow back to the engine, so every next price decision is based on the pocket price, not the list price.
Read the chain left to right: each system has one job and hands one thing to the next. If two systems both decide the price, the chain breaks.
List price. Dealer target €350, floor €330. Web promotion −10% for two weeks.
Conga (PROS B2B) or PricefxList price, dealer price and the dated promotion land as condition records.
SAP S/4HANAPromotion price, with “lowest price in the last 30 days: €499” as EU law requires.
SAP Commerce Cloud20 units for a project: below target, above floor, so a manager approves in CPQ.
SAP CPQOrder and invoice priced from the same condition records; a 3% rebate is accrued.
SAP S/4HANAPocket price after the rebate: below the €330 floor. The engine flags it and tightens next quarter’s guidance.
Data platform → engineThe last step is the one most companies miss. Every system did its job, yet the price you kept fell below the floor once the rebate was paid. Only a chain that feeds invoices and rebates back to the engine can see that and fix the next decision.
EngineS/4HANA
Price lists, guidance and promotions published as condition recordsCertified connector or SAP Integration SuiteS/4HANACommerce Cloud
Price rows for the web shop and B2B portalCondition record replication, or a cached real-time price callS/4HANASAP CPQ
Conditions for pricing items exactly like the ERPSAP Variant Configuration and Pricing service on SAP BTPSAP CPQS/4HANA
Approved quote becomes a sales orderStandard CPQ to S/4HANA integrationEngineCPQ and Commerce
Deal guidance and customer-specific prices in real timeEngine pricing API, for example PROS Real-Time Pricing EngineS/4HANA, CPQ, CommerceEngine
Invoices, rebates, win-loss and conversion to learn fromData platform with governed SAP dataFourteen kinds of price, each with one place it is decided, one place it is stored and executed, and the places customers and sellers see it.
| Price | Decided in | Stored and executed in | Shown in | Example |
|---|---|---|---|---|
| List price (RRP) | Engine | S/4HANA condition record | Commerce, CPQ, price lists | Product A at €499 in Germany, €479 in Poland, approved once in the engine. |
| Customer contract price | Engine, or Sales in S/4HANA | S/4HANA customer-material condition | B2B portal on Commerce, CPQ | A key account pays €372 for Product A for 12 months. |
| Dealer / distributor price | Engine (price corridor) | S/4HANA price list condition | Dealer portal, CPQ | Kitchen dealers buy at €350; a marketplace seller at €365. |
| Volume / scale price | Engine | S/4HANA scale condition | Commerce cart, CPQ | €350 for 1–9 units, €338 for 10–49, €325 for 50+. |
| Configured product price | CPQ rules, S/4HANA variant pricing | S/4HANA variant conditions | CPQ, Commerce configurator | Base unit €2,400 + glass door €180 + extended warranty €95. |
| Web promotion | Engine or Commerce marketing | Commerce promotion; S/4HANA promotion condition when it must reach the invoice | Web shop, app | −10% for 14 days: €499 becomes €449. |
| 30-day reference price (EU) | Rule: lowest price in the last 30 days | CAP price-history service on BTP | Web shop next to the promotion | “Lowest price in the last 30 days: €499” shown beside €449. |
| Guidance bands | Engine (AI, segment, win-loss) | Engine; passed to CPQ in real time | CPQ to the seller | Floor €330 · target €350 · stretch €365 for this dealer segment. |
| Deal / project quote price | Seller in CPQ, inside guidance | CPQ quote, then S/4HANA sales order | Proposal PDF, sales order | 20 units at €340: below target, so a manager approves. |
| Index-linked / surcharge price | Engine or CAP formula | S/4HANA condition record (calculated value) | B2B portal, invoice | Steel index +4% this month adds €6.20 to every unit. |
| Freight and payment terms | Commercial policy | S/4HANA freight and cash-discount conditions | Cart, quote, invoice | Free freight above €1,500; 2% discount for payment in 10 days. |
| Rebate / incentive | Engine or rebate platform (design) | S/4HANA condition contract (accrual, settlement) | Partner portal, settlement document | 3% back on annual volume above 500 units, accrued on every invoice. |
| Co-op / marketing funds | Trade marketing | S/4HANA condition contract or claims | Partner portal | €5,000 display fund, paid against proof of performance. |
| Pocket price | Measured, not set | Data platform (invoices + rebates + terms) | Engine, pricing dashboard | €340 invoiced − €10.20 rebate = €329.80 kept. |
Illustrative product and figures; no customer data. Your split depends on channels, engine and SAP release.
If a price type has two “Decided in” answers in your company today, that is where customers find different numbers.
Twenty-three pricing features, each with a tick where the system is strong, a half mark where it helps or needs integration, and an example of the feature in use.
| Feature | SAP S/4HANA | SAP CPQ | SAP Commerce Cloud | CAP on SAP BTP | Conga (PROS B2B) | Pricefx |
|---|---|---|---|---|---|---|
| Set and manage prices | ||||||
| List prices and price listse.g. Product A list price per country | ✓ | ◐ | ◐ | ✓ | ✓ | |
| Customer and contract pricese.g. Key-account price for 12 months | ✓ | ◐ | ◐ | ✓ | ✓ | |
| Mass price change with approvale.g. 4% increase on 3,000 items, approved by country | ◐ | ◐ | ✓ | ✓ | ||
| Price simulation (what-if margin)e.g. Margin effect of +3% before go-live | ◐ | ✓ | ✓ | |||
| AI optimisation and segmentatione.g. Price by segment, elasticity and win-loss | ✓ | ✓ | ||||
| Index-linked, formula and surcharge pricese.g. Steel index +4% flows into every price | ◐ | ◐ | ◐ | ✓ | ✓ | ✓ |
| Quote and sell | ||||||
| Configurable product pricinge.g. Base unit + options + warranty | ✓ | ✓ | ◐ | |||
| Quotes and proposal documentse.g. Project quote PDF for 20 units | ◐ | ✓ | ✓ | ◐ | ||
| Deal guidance (floor, target, stretch)e.g. Seller sees the band while quoting | ◐ | ✓ | ✓ | |||
| Discount approval workflowe.g. Below target goes to the sales manager | ◐ | ✓ | ◐ | ✓ | ✓ | |
| Guided sellinge.g. Questions lead the dealer to the right model | ✓ | ◐ | ||||
| Digital commerce | ||||||
| Web shop and B2B portal pricese.g. Same €449 on product page and cart | ✓ | |||||
| Web promotions and couponse.g. −10% for 14 days, one coupon per buyer | ◐ | ✓ | ◐ | ◐ | ||
| EU 30-day reference pricee.g. Lowest price in 30 days shown beside the promotion | ◐ | ✓ | ||||
| Real-time customer-specific pricee.g. Logged-in dealer sees their own price | ◐ | ◐ | ◐ | ✓ | ◐ | |
| Execute and settle | ||||||
| Order and invoice pricinge.g. Invoice priced from condition records | ✓ | |||||
| Tax, freight and payment-term conditionse.g. Free freight above €1,500 | ✓ | ◐ | ||||
| Rebate accruals and settlemente.g. 3% accrued on every invoice, settled yearly | ✓ | |||||
| Rebate and incentive design, simulatione.g. Test three rebate tiers before launch | ◐ | ◐ | ✓ | |||
| Partner view of rebates earnede.g. Dealer sees progress to the next tier | ◐ | ◐ | ◐ | |||
| Insight and control | ||||||
| Price waterfall and pocket pricee.g. List €499 to pocket €329.80 | ◐ | ◐ | ✓ | ✓ | ||
| Published-versus-invoiced reconciliatione.g. Weekly check that web, quote and invoice agree | ◐ | ✓ | ||||
| Custom rules without touching the S/4HANA coree.g. A clean-core extension on BTP | ✓ | |||||
| Core strengths | 6 | 4 | 2 | 4 | 11 | 10 |
✓ Core strength◐ Partly, or through integration Not its job
Scenario · Consumer appliances
A brand sells through its own D2C shop, retailers, marketplaces and kitchen dealers in several EU countries.
Scenario · Industrial equipment
A manufacturer sells configurable machines, spare parts and service contracts to distributors and key accounts.
Scenario · Chemicals and materials
A producer changes thousands of index-linked prices every month across regions and customer contracts.
Scenario · Wholesale distributor
A mid-size distributor with stable price lists and a B2B web shop for repeat orders.
Illustrative scenarios built from typical SAP pricing programmes. No customer is named and no results are claimed.
Price realisation, margin leakage found, promotion return
Invoice accuracy, rebate accruals that match settlement
Quote turnaround, discounts inside guidance, approval time
Same price on web and invoice, compliant promotions, conversion
Pocket price per customer and channel, guidance updated each quarter
The PROS B2B pricing business is now part of Conga (acquisition completed February 2026), and its real-time pricing engine can serve prices to CPQ and commerce at the moment of the quote or the page view. Pricefx is an SAP Endorsed App with premium certification for SAP S/4HANA and an SAP Integration Suite connector. Both publish decided prices back to S/4HANA, so the ERP stays the place the price is executed and proven. Which one fits depends on your industry, channels and team; post 08 in this series compares engines by industry.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Insights · SAP CX · Pricing
Infographic · mock sales order · Pricing on SAP · by Vinod Kumar Beli with Sappy
One product, €499 list, sold to a dealer at €340. A mock S/4HANA sales order with its pricing conditions, every on- and off-invoice deduction, and how the pricing engine learns the price you actually keep.
You are looking at a connected pricing and rebate process across the SAP value chain. The important question is simple: when the same product passes through pricing, sales, CPQ, commerce, rebates and invoicing, how does the company make sure it sells at the right price and keeps the margin it needs?
Let us walk through how the sales order in SAP S/4HANA looks when the pricing engine, SAP CPQ, SAP Commerce Cloud and Vistex, or another rebate management solution, are connected, and then add every deduction that happens after the order is saved.
The deal was approved at €340, above the €330 floor. After the rebate alone, the effective pocket price is €329.80: below the floor. Add the other deductions the order never shows and it falls to €308.50.
The deal looked safe at €340. The rebate pushed it under the floor, and nobody saw it, because the order and the rebate live in different systems.
A sales order does not have one price. It runs a pricing procedure: a sequence of condition types, each adding or taking away a slice, until the net price appears. Here is the order behind the deal, with the conditions each connected system contributes.
Item overviewItem conditionsBillingRebate
| Item | Material | Description | Qty | Un | Net price | Net value |
|---|---|---|---|---|---|---|
| 10 | PROD-100 | Sample appliance, 60 cm | 20 | PC | €340.00 | €6,800.00 |
Item overviewItem conditions · item 10BillingRebate
| CnTy | Name | Per unit | Condition value | Where it comes from |
|---|---|---|---|---|
PR00 | List price | €499.00 | €9,980.00 | Pricing engine → S/4HANA condition record |
K007 | Dealer discount (20%) | −€99.80 | −€1,996.00 | Pricing engine guidance → S/4HANA condition record |
K004 | Material discount (5%) | −€24.95 | −€499.00 | S/4HANA condition record |
ZCHN | B2B portal channel discount | −€10.00 | −€200.00 | SAP Commerce Cloud channel rule |
ZDEA | Deal discount, manager-approved | −€24.25 | −€485.00 | SAP CPQ quote approval |
| Net price / net value | €340.00 | €6,800.00 | Total on-invoice discounts −€159.00/unit | |
MWST | Output tax 19% | €64.60 | €1,292.00 | Tax: passes through, not margin |
| Total invoiced to dealer | €8,092.00 | |||
ZREB | Rebate accrual 3% (statistical) | −€10.20 | −€204.00 | Vistex / condition contract |
SKTO | Cash discount 2% (statistical) | −€6.80 | −€136.00 | Payment terms ZB14 |
ZFRA | Freight absorbed (statistical cost) | −€6.00 | −€120.00 | Shipment cost |
VPRS | Cost (statistical) | €210.00 | €4,200.00 | Material standard cost |
| Profit margin shown in the order | €130.00 | €2,600.00 | 38.2% of net value |
The order shows four discounts. Five more deductions happen after it: the rebate, the cash discount the dealer takes, freight you absorb, the co-op fund the dealer claims, and the returns allowance Finance books. None of them changes the sales order, and all of them change the price you keep.
| Deduction | Where | System that owns it | Per unit | This order |
|---|---|---|---|---|
K007 Dealer discount (20%) | On-invoice | Pricing engine guidance → S/4HANA condition record | −€99.80 | −€1,996.00 |
K004 Material discount (5%) | On-invoice | S/4HANA condition record | −€24.95 | −€499.00 |
ZCHN B2B portal channel discount | On-invoice | SAP Commerce Cloud channel rule | −€10.00 | −€200.00 |
ZDEA Deal discount, manager-approved | On-invoice | SAP CPQ quote approval | −€24.25 | −€485.00 |
| Rebate accrual (3%) | Off-invoice | Vistex / SAP condition contract management | −€10.20 | −€204.00 |
| Cash discount taken (2%, 14 days) | Off-invoice | S/4HANA payment terms (SKTO) | −€6.80 | −€136.00 |
| Freight absorbed | Off-invoice | S/4HANA freight cost (statistical) | −€6.00 | −€120.00 |
| Co-op marketing fund (1.5%) | Off-invoice | Rebate / trade-fund system | −€5.10 | −€102.00 |
| Returns and warranty allowance (1%) | Off-invoice | Finance provision | −€3.40 | −€68.00 |
| Total deductions | −€190.50 | −€3,810.00 |
| System | Responsibility | Deduction it owns |
|---|---|---|
| Pricing engine (e.g. PROS, Pricefx) | Calculates target price, floor and deal guidance | Dealer discount bands, floor and target |
| SAP S/4HANA | Executes sales order pricing and stores condition records | List price, material discount, tax, cash discount terms, freight cost |
| SAP CPQ | Creates the quote and manages approvals | Deal discount above guidance |
| SAP Commerce Cloud | Shows the web shop and B2B portal price | Channel discount for the portal |
| Vistex / SAP condition contract management | Rebate calculation, accrual and settlement | Rebates, co-op and trade funds |
| Data platform | Consolidates invoices, rebates, costs and margin | Pocket price and pocket margin per line |
The pricing engine must receive actual invoice and rebate data, not just list prices and quotes. Then it can calculate the price you keep and move the floor to protect it.
Lets a €340 deal through, though it lands at €308.50.
€330 ÷ (1 − 3% rebate). Keeps the pocket price at the floor after the rebate.
(€330 + €6 freight) ÷ (1 − 7.5% rebate, cash discount, co-op, returns). The invoice price that protects the real floor.
Take the same order and run it three ways. The SAP documents look the same in all three. What changes is whether anyone knew the real cost of the deal before it was approved.
SAP S/4HANA + SAP CPQ + rebate system
Order at €340 → pocket €308.50/unit
Price Management · AI Deal Optimization · Quoting · Rebates · Agents
Quote guided to €363.24 → pocket €330.00/unit
Pricepoint · Deal Price Optimizer · Profit Analyzer · Margin Bridge Analyzer · Rebate & Channel Manager
Quote guided to €363.24 → pocket €330.00/unit
Pocket price per unit
Pocket margin per unit
Pocket margin, this order
Illustrative. With engine guidance the quote moves to €363.24, the all-in floor, so the pocket price lands at the €330 floor. If the dealer will not pay it, the engine shows the trade-off instead: a smaller rebate or co-op fund, or a decision to walk away.
| What you need in this deal | Without an engine | Pricefx | Vendavo |
|---|---|---|---|
| A floor that knows the rebate, terms and freight | Static invoice floor; deductions ignored | Price Management with waterfall-aware floors | Pricepoint floors, informed by Profit Analyzer |
| Deal guidance at the moment of the quote | Approval thresholds only | AI Deal Optimization, guidance into CPQ or Pricefx Quoting | Deal Price Optimizer inside CPQ or Intelligent CPQ |
| Pocket price and margin per order line | Spreadsheet, after the quarter | Waterfall analytics and agents that flag risks | Profit Analyzer and Margin Bridge Analyzer |
| Rebate cost known before the deal is approved | Rebate system separate from quoting | Rebates and Agreements in the same platform | Rebate & Channel Manager |
| Price changes landing in SAP | Manual condition record updates | Publishes to S/4HANA (SAP Integration Suite templates) | Publishes approved prices to S/4HANA pricing |
| Learning from what was actually kept | None: the same leak repeats | AI Price Optimization on actual transactions | Vendavo AI guidance across the waterfall |
Capabilities as described by each vendor; confirm editions, SAP integration and licences with the vendor. PGC Digital is vendor-neutral and integrates either with SAP S/4HANA, SAP CPQ and SAP Commerce Cloud.
A sales order shows the price you sell at. Rebate management shows the benefit you give after the sale. The pricing engine needs both, plus cash discount, freight, funds and returns, to understand the price you actually keep.
Start with one report: pocket price per order line, against the floor. Every pricing decision after that gets easier to defend.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Insights · SAP CX · Pricing
Infographic · Pricing on SAP · by Vinod Kumar Beli with Sappy
Web, BOPIS, brand store, store-assisted orders, modern trade, general trade and mall stores each take a different cut. Bar charts of where the money goes, the system behind each price, and how data and AI learn which price works where.
Take one product with an MRP of ₹4,999. A shopper buys it on your web shop, another picks it up in store, a third buys it in a mall, a fourth in a neighbourhood shop that bought it from a distributor. Every one of them sees roughly the same price. What your company keeps is very different, and most of the difference never shows on a price list.
Where ₹4,999 goes, channel by channelBrand keeps
Web shop (D2C)Consumer pays ₹4,499
78%Buy online, pick up in store (BOPIS)Consumer pays ₹4,499
82%Brand store (mall or high street)Consumer pays ₹4,799
82%Store-assisted order (store office → S/4HANA)Consumer pays ₹4,799
87%Modern trade (retail chains, trade price)Consumer pays ₹4,299
63%General trade (neighbourhood shops via distributor)Consumer pays ₹4,899
76%Multi-brand stores (malls and shops)Consumer pays ₹4,599
73%Consumer discountChannel marginTrade spend, schemes, fundsCost to serveBrand keeps (pocket price)
| Channel | Consumer pays | Consumer discount | Channel margin | Trade spend | Cost to serve | Brand keeps |
|---|---|---|---|---|---|---|
| Web shop (D2C) | ₹4,499 | ₹500 | – | – | ₹600 | ₹3,899 (78%) |
| Buy online, pick up in store (BOPIS) | ₹4,499 | ₹500 | ₹225 | – | ₹150 | ₹4,124 (82%) |
| Brand store (mall or high street) | ₹4,799 | ₹200 | – | – | ₹700 | ₹4,099 (82%) |
| Store-assisted order (store office → S/4HANA) | ₹4,799 | ₹200 | – | – | ₹450 | ₹4,349 (87%) |
| Modern trade (retail chains, trade price) | ₹4,299 | ₹700 | ₹699 | ₹300 | ₹150 | ₹3,150 (63%) |
| General trade (neighbourhood shops via distributor) | ₹4,899 | ₹100 | ₹760 | ₹200 | ₹120 | ₹3,819 (76%) |
| Multi-brand stores (malls and shops) | ₹4,599 | ₹400 | ₹690 | ₹150 | ₹120 | ₹3,639 (73%) |
The channel discount, broken down. Illustrative figures before tax, for one unit with an MRP of ₹4,999.
The cheapest channel for the shopper is not the cheapest for you, and the busiest channel is rarely the most profitable. Look at the bars, not the price tags.
Each channel has its own owner of the price, its own path through the systems and its own trap.
Price story · Web shop (D2C)
₹4,499consumer pays
Set byBrand, in the engine; promotion run in Commerce
EngineS/4HANAOPPCommerce
Highest discount exposure and the cost of delivery and returns. Keep the MRP visible and the promotion identical to the store.
Price story · BOPIS
₹4,499consumer pays
Set bySame as web: the consumer was promised the web price
CommerceOPPS/4HANAStore POS
The store hands over a product it did not sell. Pay it a handling fee through an S/4HANA condition contract, not a price change at the till.
Price story · Brand store
₹4,799consumer pays
Set byBrand; store promotions from the same promotion service
EngineS/4HANAOPPStore POS
Rent and staff make it the costliest channel to serve. A loyalty offer usually works better than a price cut.
Price story · Store-assisted order
₹4,799consumer pays
Set byStore price; order created in S/4HANA from the store office
Store POSS/4HANACommerce
Best pocket price, but only if the order reaches S/4HANA quickly and delivery comes from the nearest warehouse.
Price story · Modern trade
₹4,299 shelfconsumer pays
Set byRetailer sets the shelf price; brand sets the trade price and terms
EngineS/4HANACondition contracts
Listing fees, promotions and back margin pile up. Track every term per chain, or the pocket price falls below the floor.
Price story · General trade
₹4,899consumer pays
Set byMRP-led; distributor and retailer margins plus schemes
S/4HANADistributor systemCondition contracts
Thousands of small shops, prices close to MRP. Schemes on assortment beat price cuts; sell-out data comes from the distributor system.
Price story · Multi-brand stores
₹4,599consumer pays
Set byStore sets the shelf price inside the brand’s corridor
EngineS/4HANACondition contracts
Co-op and display funds are part of the price. Pay them against proof, and watch for undercutting of your own brand store nearby.
In many retail estates the store back office or till asks SAP S/4HANA for a price every time it needs one. That works for a store-assisted order, where one call creates the sales order. It does not work at the till: checkout slows down at peak hours, stops when the network drops, and a web promotion often fails to reach the store.
| Product and what it helps with | Web | BOPIS | Brand store | Store-assisted | Modern trade | General trade | Multi-brand |
|---|---|---|---|---|---|---|---|
| SAP products | |||||||
| SAP S/4HANATrade, distributor and store prices; orders, invoices; schemes, store fees and co-op funds as condition contracts | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| SAP Commerce CloudWeb shop, BOPIS, endless aisle in store, ordering portals | ✓ | ✓ | ◐ | ◐ | ◐ | ◐ | |
| SAP Omnichannel Promotion PricingOne promotion calculation for web, BOPIS and the store till | ✓ | ✓ | ✓ | ✓ | |||
| SAP Customer Checkout or partner POSStore price at the till, offline when the network drops | ✓ | ✓ | ✓ | ||||
| SAP Emarsys and SAP Customer Data PlatformConsumer behaviour, segments and personalised offers | ✓ | ✓ | ✓ | ✓ | |||
| SAP Analytics CloudPrice waterfall per channel, what-if planning | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Data platform | |||||||
| SAP Business Data Cloud, Snowflake or DatabricksPrice, promotion and sell-out history: the memory every model learns from | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Third-party pricing AI | |||||||
| CompeteraConsumer demand and competitor-aware price recommendations; on the SAP Store | ✓ | ✓ | ✓ | ◐ | ◐ | ◐ | |
| Revionics (Aptos)Retail price, promotion and markdown optimisation for own stores and web | ✓ | ✓ | ✓ | ◐ | |||
| Blue Yonder pricingLifecycle pricing: regular price, promotion and markdown | ✓ | ✓ | ✓ | ◐ | |||
| PricefxPrice management and optimisation across B2C and B2B, including trade terms | ◐ | ◐ | ◐ | ◐ | ✓ | ✓ | ✓ |
| Conga (PROS B2B)B2B guidance for trade prices, distributors and dealers | ✓ | ◐ | ✓ | ||||
| Distributor management systemSecondary sales and schemes to neighbourhood shops; sell-out data back to the brand | ✓ | ||||||
✓ Core in this channel◐ Partly, or for some players Not used
Every price decision is an experiment you have already paid for. Keep the history of list prices, promotions, schemes, sell-out and pocket prices on one data platform, and each new decision can start from what worked before.
ChannelExtra units soldChange in profit
| When | Price decision | Channel | What the data showed | Next decision |
|---|---|---|---|---|
| Q1 | Web promotion −10% for 14 days | Web, BOPIS | +38% units online, +6% profit; store sales of the same model flat | Repeat online; add BOPIS pick-up to cut delivery cost |
| Q2 | Same −10% in brand stores | Brand store | +12% units, −3% profit; footfall did not rise | Replace price cuts in stores with a loyalty offer |
| Q3 | Extra 2% scheme to distributors | General trade | +6% units, −6% profit; schemes not passed to shops | Move to assortment schemes paid on sell-out data |
| Q4 | Modern trade festive promotion, co-funded 50:50 | Modern trade | +31% units, +2% profit, pocket price ₹3,150 | Keep, but set a minimum pocket price per chain in the engine |
A price decision log: every decision, its result and what it taught. Illustrative.
Analytics explains the past; AI models predict the next move. Third-party pricing engines learn price elasticity per channel and region, how shoppers switch between web and store, how competitors react, and which products are bought together. Competera, Revionics (part of Aptos since 2020) and Blue Yonder build these models for retail and web prices; Pricefx and Conga (PROS B2B) cover trade and distributor prices. SAP Emarsys and SAP Customer Data Platform add what each consumer browsed, bought and responded to.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Insights · SAP CX · Pricing
Insight · Pricing on SAP · by Vinod Kumar Beli with Sappy
Dealers, marketplaces and your own web shop all sell the same product. Corridors, price lists and reference-price rules keep them from undercutting each other.
A dealer quotes a project price, your web shop runs a promotion, a marketplace seller undercuts both. Each decision was sensible on its own; together they teach customers to wait, shop around and distrust your list price.
| Channel | How price is set | What usually goes wrong | Control that fixes it |
|---|---|---|---|
| B2B (dealers, distributors, projects, key accounts) | Price lists, customer agreements, negotiated quotes, rebates | Discount creep, unapproved deals, rebates promised but not accrued | Guidance bands, approval thresholds, condition contracts |
| B2C (retail partners, marketplaces) | Recommended retail price, promotions, partner funding | Price wars between partners, grey imports across countries | Country corridors, promotion calendars, monitored marketplace prices |
| D2C (your own web shop and app) | Published consumer price, promotions, bundles, loyalty | Undercutting your own partners; non-compliant “was” prices | Channel-neutral pricing policy, reference-price history |
When the same appliance, chemical or spare part sells in many countries, a price corridor sets the band each country may move within. Too wide and products flow to the cheapest market; too narrow and local teams cannot respond to competition. The corridor is a decision in the engine; the country price list is what lands in SAP S/4HANA.
Your own web shop is a channel partner too. Price it as if a dealer were watching, because they are.
For consumer sales in the EU, any announced price reduction must show the prior price, defined as the lowest price applied in at least the 30 days before the reduction (Article 6a, introduced by the Omnibus Directive). That turns price history into a compliance object: the D2C shop and every partner feed need the 30-day low per product and country, kept by the system rather than by a spreadsheet.
B2B buyers increasingly research on your consumer site before talking to a dealer. If the logged-in dealer portal, the public price and the quote disagree, the buyer notices. SAP Commerce Cloud can serve B2B and B2C storefronts from one catalogue, with prices resolved per customer group or fetched in real time from the pricing engine.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Insights · SAP CX · Pricing
Insight · Pricing on SAP · by Vinod Kumar Beli with Sappy
Rebates are promises with a price tag. In SAP S/4HANA they live as condition contracts with accruals and settlement; specialist platforms add design, simulation and partner portals.
Rebates and incentives are promises with a price tag: volume rebates for distributors, growth bonuses for dealers, co-op marketing funds, sell-out incentives and spiffs for sales staff. Promised in a spreadsheet, they are accrued late, paid on trust and argued about at year end.
In SAP S/4HANA, rebates are handled through Settlement Management with condition contracts, which replace the classic SD rebate agreements of SAP ECC for new rebate programmes. A condition contract records who earns what, on which business volume, with accruals posted as invoices are billed and settlement run on schedule.
| Rebate type | Example | Where it runs best |
|---|---|---|
| Volume rebate | Distributor earns 3% above an annual tonnage or unit threshold | Condition contract in S/4HANA, designed and simulated in the engine |
| Growth bonus | Dealer earns a bonus for year-on-year growth by product family | Specialist rebate platform for design and partner visibility; settlement in S/4HANA |
| Co-op / marketing funds | Retail partner receives funds against proof of performance | Rebate or trade-promotion platform with claims workflow; payment in SAP |
| Chargebacks (distribution) | Distributor claims the difference to a contract price | Industry platforms, common in life sciences and high tech |
| Sales incentives | Seller spiff for a strategic product | Incentive compensation tool fed by SAP billing data |
Illustrative examples; rebate design is specific to your channel policy.
If a rebate is not accrued the day the invoice is posted, it is not a rebate. It is a surprise for Finance.
SAP condition contracts execute rebates well. Specialist platforms add what commercial teams ask for on top: rebate design and simulation before a deal is signed, AI analytics to find leakage, and portals where partners see what they have earned. Enable, for example, positions itself as a rebate system of record integrated with SAP S/4HANA, with accruals and settlements kept current in both systems, and holds SAP Spotlight+ status on the SAP Store. Pricing suites such as Vendavo and Conga (PROS B2B) also cover rebates as part of B2B price management.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Insights · SAP CX · Pricing
Insight · Pricing on SAP · by Vinod Kumar Beli with Sappy
Who decides a price and who executes it should be two different systems. How price lists, guidance bands and approval thresholds land as clean SAP condition records.
Most pricing problems are rule problems: a customer-specific price that loses to a list price, a discount stacked twice, a rounding rule that differs between web shop and invoice. Rules break when the same logic is built in three places.
SAP S/4HANA prices an order with the condition technique: condition types (list price, discounts, surcharges, freight, taxes), condition tables (the keys a price depends on, such as customer and material), access sequences (which key wins first) and a pricing procedure that adds them up. Customer-specific prices win over list prices because the access sequence looks for them first.
| Concept | Business meaning | Who owns it |
|---|---|---|
| Price list | The published price per country, channel and product | Pricing team in the engine; published to S/4HANA |
| Guidance band (floor / target / stretch) | How far a seller may move in a negotiation | Pricing team; enforced in CPQ and sales apps |
| Approval threshold | Which discount needs which approver | Commercial policy; workflow in CPQ or the engine |
| Condition record | The executable price in SAP for a key combination | Generated from the engine, never hand-maintained |
| Pricing procedure | The order of calculation on every SAP document | SAP SD team; changed rarely and under control |
Keep the SAP core clean: the engine decides, SAP executes. Custom pricing code inside S/4HANA is a tax you pay at every upgrade.
AI segmentation groups similar deals (customer size, region, product family, order size). For each segment the engine proposes a floor, a target and a stretch price. Deals below target need a reason; deals below floor need an approver. Over time, approvals become rarer because sellers see the band before they quote.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Insights · SAP CX · Pricing
Field guide · Pricing on SAP · by Vinod Kumar Beli with Sappy
Consumer appliances, CPG, chemicals, industrial, distribution, life sciences and retail buy pricing software for different reasons. A vendor map with the SAP connection for each.
Every pricing vendor says it uses AI. What matters is whether its models fit how your industry sets prices, and whether its prices land cleanly in SAP S/4HANA and SAP Commerce Cloud. Start from the industry problem, not the vendor brochure.
| Industry | Pricing problem | What the engine must do well | Engines often shortlisted |
|---|---|---|---|
| Consumer appliances and durables (incl. kitchen and home) | Country corridors, dealer vs D2C conflict, promotions with 30-day prior price, spare parts | B2B price management plus consumer price governance | Conga (PROS B2B), Pricefx, Vendavo |
| CPG and food & beverage | Trade promotions, retailer funds, revenue growth management | Price pack architecture, promotion and rebate analytics | Pricefx, Vendavo, Enable (rebates) |
| Chemicals and materials | Cost pass-through, index-linked pricing, volatile feedstock | Formula and index pricing, margin guidance | Vendavo, Pricefx, Zilliant |
| Industrial manufacturing and spare parts | Long-tail parts, project quotes, aftermarket margin | Segmentation, guidance bands, CPQ | Zilliant, Pricefx, Conga (PROS B2B) |
| Wholesale distribution | Millions of SKU-customer combinations, contract prices, rebates | AI price optimisation at scale, rebate management | Zilliant, Enable, Vendavo |
| Life sciences and high tech | Contracts, chargebacks, government pricing, channel incentives | Revenue management and compliance | Model N, Enable |
| Retail and e-commerce | Competitor prices, markdowns, elasticity, promotions | AI retail price optimisation and competitive data | Competera |
A starting shortlist, not a ranking. PGC Digital is vendor-neutral; we score each engine on your data, channels and SAP landscape.
AI pricing earns trust in stages: first it explains last year’s prices, then it recommends a band, and only then does it set prices on its own for the long tail.
| Vendor | Strength | SAP connection (public sources) |
|---|---|---|
| Conga (PROS B2B) | AI price optimisation and management, real-time pricing engine, CPQ | PROS lists certified connectors and bi-directional integration for SAP S/4HANA on SAP’s partner pages; PROS B2B is part of Conga since 2 Feb 2026 |
| Pricefx | Price management, optimisation, rebates, CPQ | Optimized Dynamic Pricing is an SAP Endorsed App, premium certified for S/4HANA (May 2024) and launched with SAP Commerce Cloud integration; adapter for SAP Integration Suite |
| Vendavo | B2B price optimisation, deal guidance, rebates | Long-standing SAP ecosystem vendor; confirm the current S/4HANA connector with Vendavo |
| Zilliant | AI price optimisation, price management, CPQ | SAP partner; Zilliant CPQ listed on the SAP Store; SAP datasheet (2025) |
| Enable | Rebate and incentive management | Integrated with S/4HANA as rebate system of record; SAP Spotlight+ on the SAP Store (Nov 2025) |
| Model N | Revenue management for life sciences and high tech | Owned by Vista Equity Partners since 2024; confirm SAP ERP connector scope with Model N |
| Competera | AI retail pricing and competitive data | On the SAP Store and integrates with SAP S/4HANA (Mar 2025) |
Several of these vendors, including Conga, Enable, Pricefx and Vendavo, have each announced a Leader placement in Gartner’s 2026 Magic Quadrant for B2B Pricing and Rebate Optimization Software. Placement is a starting point; the deciding factors are your data, your channels and the effort to integrate with your SAP release.
SAP itself prices well when rules are stable and channels are few: S/4HANA condition technique, SAP CPQ and Commerce Cloud price rows and promotions. A specialist engine earns its licence when segmentation, optimisation, simulation and rebate design move the margin.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Insights · SAP CX · Pricing
Insight · Pricing on SAP · by Vinod Kumar Beli with Sappy
AI pricing is only as good as the transactions, costs and competitor signals behind it. The data products, models and guardrails to build first.
An AI pricing engine is a demanding reader. It needs every invoice line with its true net price, the rebates that apply to it, the cost to serve it and the market context it sold in. Missing any one, it will confidently recommend the wrong price.
| Data product | From | Why the engine needs it |
|---|---|---|
| Transaction waterfall | S/4HANA billing, condition records, rebate accruals | Net and pocket price per line, not just list price |
| Cost to serve | S/4HANA costing, freight, payment terms | Margin guidance that reflects small orders and long distances |
| Customer and product master | S/4HANA, MDG | Clean segments; duplicates distort every recommendation |
| Market signals | Competitor prices, indices, commodity feeds | Index-linked and competitive pricing |
| Price history | Engine, Commerce Cloud, partner feeds | Elasticity models and the EU 30-day prior-price rule |
Clean the customer master before you train the model. Two records for one distributor means two prices, and the AI will learn both.
Governed SAP data on SAP Datasphere, Snowflake or Databricks feeds both the pricing engine and your own models: elasticity, win-loss, churn risk and leakage detection. The engine keeps the decision workflow; the data platform keeps the history and the explanations.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Insights · SAP CX · Pricing
Blueprint · Pricing on SAP · by Vinod Kumar Beli with Sappy
Twelve flows, from price-list publication to real-time quote pricing and rebate settlement, with the SAP objects each one lands in and the reconciliation that proves it.
The best pricing decision is worthless if it lands late, lands twice or lands wrong. Integration is where pricing programmes are won or lost, and it is mostly invisible to the business until something breaks at month end.
| ID | Flow | Direction | SAP object or pattern |
|---|---|---|---|
| I-01 | Product, customer and hierarchy masters | S/4HANA → engine | Business partner, material, sales area; Integration Suite |
| I-02 | Cost and margin inputs | S/4HANA → engine | Standard cost, freight, payment terms |
| I-03 | Sales history and waterfall | S/4HANA → data platform → engine | Billing lines with condition values and rebate accruals |
| I-04 | Price lists and agreements | Engine → S/4HANA | Condition records via API or IDoc COND_A, with validity dates |
| I-05 | Rebate programmes | Engine → S/4HANA | Condition contracts with business volume rules |
| I-06 | Real-time quote pricing | CPQ / sales app ↔ engine | Synchronous price API with guidance band and approval status |
| I-07 | Web shop and portal prices | Commerce Cloud ↔ engine or S/4HANA | Price rows or a cached real-time price API |
| I-08 | Order simulation | Commerce / CPQ → S/4HANA | Final price, tax and availability before order |
| I-09 | Promotions and reference prices | Engine → Commerce, partner feeds | Promotion calendar and 30-day prior price per country |
| I-10 | Partner price feeds | Engine → partners and marketplaces | Price catalogues, e.g. EDI PRICAT or API |
| I-11 | Actuals and accruals back | S/4HANA → engine | Invoiced prices and rebate accruals for learning and leakage |
| I-12 | Reconciliation | All → monitoring | Published versus invoiced price; alerts on mismatches |
A reference catalogue; your scope depends on channels, engine and SAP release.
Real-time where the customer waits, batch where Finance waits. A web shop needs the price in milliseconds; a rebate accrual can wait for the nightly run.
For stable price lists, the engine publishes to S/4HANA and Commerce Cloud reads price rows replicated from it. For customer-specific or dynamic prices, Commerce Cloud calls a real-time price service (the engine or S/4HANA order simulation), with caching so the storefront stays fast. Both paths must return the same price the invoice will show.
Sources
Vendor capabilities and SAP certification status change; confirm the current edition, connector and certification with each vendor and with SAP before you decide.
Book a 60-minute pricing landscape review: channels, rules, rebates, engine and SAP integration.
Home · Services · SAP Commerce Cloud (Hybris) AMS & Production Support
Application Management Services · SAP Commerce Cloud
SLA-based SAP Commerce Cloud (Hybris) support: incidents, releases, performance and takeover of code we did not build. India, USA, Singapore, UAE.
In short: PGC Digital runs SLA-based application management for live SAP Commerce Cloud (Hybris) storefronts: incidents, releases, performance and monitoring. We take over environments other teams built, starting with a code and runbook audit, and support B2B and B2C stores from India, Singapore, the UAE and the USA under one contract.
Yes. Takeover starts with a fixed-scope audit of the code base, extensions, CCv2 manifests, integrations and open incidents, so we know what we are inheriting before we accept SLAs. Gaps we find become a stabilisation backlog that is agreed with you, not a surprise invoice later.
Severity levels and response targets are written into the SLA before go-live: P1 (storefront down or checkout broken) gets an engineer on the incident within [[NEEDS REAL DATA: P1 response minutes]] and continuous work until service is restored. P2–P4 follow agreed response and resolution windows, reported monthly.
Incident and problem management, release and deployment on CCv2, performance tuning (cache, Solr, database, CDN), monitoring and alerting, security patches and upgrades, integration support to SAP S/4HANA and CPQ, and a small monthly enhancement allowance for change requests.
Most clients choose a monthly base fee for a defined scope and service hours, with enhancements from a pre-agreed hours bucket. Ticket-based pricing suits stable stores with low change; a dedicated team suits a busy roadmap. We confirm the model once baseline ticket volumes are measured.
Exit terms are in the contract from day one: notice period, a handover plan, and everything we produce, code, runbooks, monitoring dashboards and known-error records, stays yours and lives in your repositories and tools throughout the engagement.
| Ticket-based AMS | Monthly managed service | Dedicated team | |
|---|---|---|---|
| Best for | Stable store, few changes | Live store with steady incidents and releases | Busy roadmap plus run |
| Pricing basis | Per ticket or hour | Monthly fee for scope and hours | Monthly fee per role |
| SLA | Response targets | Response and resolution targets, monthly report | SLA plus sprint commitments |
| Enhancements | Quoted each time | Included hours bucket | Planned in sprints |
A global manufacturer's SAP Commerce template was rolled out to 21 countries on one code base (from PGC Digital's customer stories). For this page, add an AMS-specific outcome: [[NEEDS REAL DATA: e.g. P1 incidents per month before vs after takeover, or release frequency]].
CMMI Level 3ISO 9001:2015ISO 27001:2022SAP PartnerIndia · USA · UK · UAE · Singapore · Canada · Germany · Vietnam
Yes. We start with a fixed-scope audit of code, CCv2 manifests, integrations and open incidents, then shadow and reverse-shadow the current team before SLAs begin.
The P1 response target is written into the SLA before go-live and work continues until the storefront is restored. Your contract states the exact number of minutes.
Usually a monthly fee for an agreed scope and service hours, with enhancements from a pre-agreed hours bucket. Ticket-based pricing or a dedicated team are options when they fit your volumes.
Yes. We support SAP Commerce Cloud in the public cloud (CCv2) and older on-premise Hybris installations, including upgrade planning between them.
Yes. Code, runbooks, dashboards and known-error records live in your repositories and tools throughout, and exit terms with a handover plan are in the contract from day one.
Most takeovers run audit, shadow, reverse shadow and run over about four to six weeks, depending on the size of the code base and the quality of existing documentation.
No obligation. A senior consultant replies with next steps.
Home · Services · Supply Chain Automation on SAP (SD/MM)
Supply chain automation · SAP SD and MM
What you can automate in SAP SD and MM: order entry, ATP, GR/IR matching, replenishment. Native SAP workflow vs external orchestration, ROI and method.
In short: Most SAP supply chain automation happens inside SD and MM: capturing orders without retyping, automatic ATP and credit checks, GR/IR matching, and replenishment proposals. PGC Digital decides per process whether native SAP workflow or an external orchestration layer fits, starts with one measurable process, and reports touchless rate and cycle time.
| Native SAP (flexible workflow, Build Process Automation) | External orchestration (Integration Suite / iPaaS) | |
|---|---|---|
| Best when | Process lives inside SAP S/4HANA | Flow crosses email, portals, partners and systems |
| Strengths | SAP authorisations, audit trail, clean core | Connectors, event handling, partner channels |
| Watch out for | Complex non-SAP steps | Logic drifting outside the system of record |
| Typical use | Approvals, credit release, PR-to-PO | Order intake from email/EDI, partner notifications |
Order capture from email, EDI or portals into sales orders; pricing, ATP and credit checks; delivery and billing creation; purchase requisition to PO conversion; three-way GR/IR matching with exception routing; and replenishment proposals. Judgement calls, such as pricing disputes and supplier escalations, stay with people and arrive with the evidence attached.
Use native SAP (flexible workflow, output management, SAP Build Process Automation) when the process lives inside one SAP system and needs SAP authorisations. Use external orchestration (SAP Integration Suite or an iPaaS) when the flow spans email, portals, partners and several systems. Many programmes use both, with SAP as the system of record.
Baseline four numbers before you build: touchless rate, cycle time, exception volume and cost per transaction. Measure the same four after go-live on the same process. The business case is the hours released and the errors avoided, not the number of bots.
Start where volume is high and rules are clear: order entry from customer emails or PDFs, or GR/IR exceptions. One process, one plant or sales organisation, measured weekly, then scale.
PGC Digital's F&B supply chain control tower case shows exception-led operations on SAP data (see Case studies). Add this page's automation outcome: [[NEEDS REAL DATA: touchless order rate or GR/IR exceptions before vs after]].
CMMI Level 3ISO 9001:2015ISO 27001:2022SAP PartnerIndia · USA · UK · UAE · Singapore · Canada · Germany · Vietnam
Order capture into sales orders, ATP and credit checks, delivery and billing creation, PR-to-PO conversion, GR/IR matching with exception routing and replenishment proposals. Disputes and escalations stay with people.
Use native SAP when the process lives inside SAP S/4HANA, and external orchestration when it spans email, portals, partners and several systems. Many programmes combine both, with SAP as the system of record.
Baseline touchless rate, cycle time, exception volume and cost per transaction, then measure the same four after go-live. Released hours and avoided errors make the business case.
No. Many order-to-cash and procure-to-pay steps can be automated on SAP ECC, although S/4HANA offers more native options such as flexible workflow and Fiori apps.
It should not. We build with SAP standard features and side-by-side extensions on SAP BTP rather than modifying the core.
A first process usually takes six to ten weeks from baseline to measured go-live, depending on data quality and integration needs.
No obligation. A senior consultant replies with next steps.
Home · Services · Dedicated SAP & IT Team and BOT Model
Engagement model · dedicated team and build-operate-transfer
Ring-fenced SAP and IT teams under your direction, with governance, IP control and an optional build-operate-transfer path to your own capability centre.
In short: A dedicated SAP team from PGC Digital is a ring-fenced group of consultants and engineers who work only on your roadmap, under your direction, with your IP. PGC handles hiring, retention, governance and replacement cover. An optional build-operate-transfer path moves the team into your own capability centre on agreed milestones.
| Staff augmentation | Dedicated team | Build-operate-transfer | |
|---|---|---|---|
| Who manages day to day | You | PGC lead with your product owner | PGC, then you after transfer |
| Commitment | Per person, short notice | Team, quarterly | Multi-year with milestones |
| IP | Yours | Yours | Yours |
| End state | People leave when done | Long-running partner team | Your own captive centre |
Staff augmentation adds individuals to your team; you manage them. A dedicated team is a ring-fenced unit with its own lead, delivery rhythm and governance, working only for you. BOT is a dedicated team built with a planned transfer of people, processes and tools into your own entity.
You own all work product. Code, documents and credentials live in your repositories and tenants; access follows your policies. Governance runs on a fixed cadence: sprint reviews, a monthly service review and a quarterly steering meeting with agreed KPIs.
Each role has a documented backup and knowledge base; replacements are sourced in parallel so cover continues. Scaling follows a notice period agreed per role, so the team can grow or shrink with the roadmap.
Design the operating model, build the team inside PGC, operate it to SLAs until stable, then transfer people, processes and governance to your entity against criteria agreed at the start.
[[NEEDS REAL DATA: one dedicated-team outcome, e.g. team size and tenure, roadmap items delivered per quarter, or retention rate]]. PGC Digital is CMMI Level 3 appraised and ISO 9001:2015 and ISO 27001:2022 certified.
CMMI Level 3ISO 9001:2015ISO 27001:2022SAP PartnerIndia · USA · UK · UAE · Singapore · Canada · Germany · Vietnam
A ring-fenced group of SAP consultants and engineers who work only on your roadmap under your direction, with the provider handling hiring, retention, governance and replacement cover.
Staff augmentation adds individuals you manage. A dedicated team is a self-contained unit with its own lead, delivery rhythm and governance, working only for you.
You do. All code, documents and credentials live in your repositories and tenants under your access policies.
A dedicated team built and run by the provider with a planned transfer of people, processes and tools into your own entity once agreed stability criteria are met.
Every role has a documented backup and knowledge base, and replacements are sourced in parallel so delivery continues.
Core roles typically start within weeks, depending on the skill mix and location. The ramp plan is agreed role by role before the contract starts.
No obligation. A senior consultant replies with next steps.
Home · Services · SAP GCC / Captive Centre Setup (via BOT)
Global capability centre · SAP · build-operate-transfer
Stand up your own SAP global capability centre in India through build-operate-transfer: talent, delivery, governance, then transfer on milestones.
In short: PGC Digital helps enterprises stand up their own SAP global capability centre in India through build-operate-transfer. We design the operating model, hire SAP, data and AI talent, run delivery to SLAs until it is stable, then transfer people, processes and governance to your entity against milestones agreed at the start.
| Build-operate-transfer | Build directly | |
|---|---|---|
| Time to first delivery | Weeks to first roles | After entity, hiring and facilities are ready |
| Set-up risk | Shared with partner | All yours |
| Cost profile | Operating fee until transfer | Higher upfront set-up cost |
| Control | Increases to full at transfer | Full from day one |
Building directly gives control from day one but means setting up the entity, hiring engine, facilities and processes before any delivery. BOT starts delivery early inside a partner and transfers once the centre is stable, trading some margin for speed and lower set-up risk.
People costs, facilities, technology and licences, compliance and legal entity costs, the partner's operating fee during the operate phase, and one-off transfer costs. The cost often missed is management time and the ramp period before productivity. [[NEEDS REAL DATA: indicative cost per seat or total for a 25-person SAP centre]].
Typical criteria: headcount reached, SLA attainment over consecutive months, attrition within an agreed band, documented processes and governance, and your entity ready to employ. Transfer happens only when the criteria are met, not on a fixed date.
Design takes weeks; the first SAP roles can be productive within the first quarter; transfer usually follows after a stable operate period agreed in the contract. [[NEEDS REAL DATA: typical months from start to transfer]].
India has 2,117 GCCs employing about 2.36 million people (Nasscom & Zinnov, FY2026), already cited on PGC Digital's operations pages. Add a PGC outcome: [[NEEDS REAL DATA: a GCC or dedicated centre you built or operate, with size and time to stability]].
CMMI Level 3ISO 9001:2015ISO 27001:2022SAP PartnerIndia · USA · UK · UAE · Singapore · Canada · Germany · Vietnam
A global capability centre is a company-owned offshore centre that delivers technology and business services, such as SAP support, data and AI, to the parent company.
Build directly if you want full control from day one and can absorb set-up risk. Use BOT to start delivery sooner inside a partner and transfer once the centre is stable.
Headcount reached, SLA attainment over consecutive months, attrition within an agreed band, documented processes and governance, and your entity ready to employ.
India has the largest pool of SAP, data and AI talent and more than two thousand GCCs, which gives a mature hiring market and established operating practices.
We coordinate entity, tax and real-estate specialists as part of the design phase, and run delivery inside PGC until your entity is ready.
Yes. Many centres start with SAP application support and add data engineering, analytics and AI roles once the operating model is stable.
No obligation. A senior consultant replies with next steps.
Home · Services · SAP Talent & Staff Augmentation
SAP staff augmentation · SD, MM, S/4HANA, CX, BTP, Basis
On-demand SAP consultants (SD, MM, S/4HANA, CX, BTP, Basis) added to your team. Screened by SAP architects, time and material or monthly models.
In short: PGC Digital adds SAP consultants to your team by role and skill: SD, MM, FI/CO, S/4HANA, SAP CX, BTP and Basis. Every consultant is screened by an SAP architect before you interview. You manage the work; we handle contracts, payroll and replacement cover, on time-and-material or monthly terms.
Functional consultants (SD, MM, FI/CO, PP, EWM, SuccessFactors), technical roles (ABAP, Fiori, BTP, Integration Suite, Basis), SAP CX (Sales and Service Cloud V2, Commerce, CPQ) and data roles (Datasphere, Databricks, Snowflake). The skills inventory is on our Talent page.
Shortlists usually follow within days of a clear role brief; start dates depend on notice periods and location. [[NEEDS REAL DATA: median days from brief to shortlist and to start]].
AI-assisted screening for skills and availability, a recruiter conversation, a technical interview with an SAP architect, then your interview. Only architect-approved profiles reach you.
Time and material at a daily or monthly rate per role, or a monthly fee per deployed consultant with agreed billing rules. Rates depend on skill, seniority and location; our rate card is shared on request.
| Staff augmentation | Dedicated team | |
|---|---|---|
| You manage | Each consultant directly | A team lead and outcomes |
| Best for | Filling specific skill gaps fast | Running a roadmap stream |
| Commitment | Per person | Team, usually quarterly |
| Replacement cover | Yes | Yes, with documented backups |
PGC Digital deploys ITeS and SAP professionals across India, the USA and Europe (see Talent). Add a staffing outcome: [[NEEDS REAL DATA: e.g. roles filled for an S/4HANA programme and time to deploy]].
CMMI Level 3ISO 9001:2015ISO 27001:2022SAP PartnerIndia · USA · UK · UAE · Singapore · Canada · Germany · Vietnam
Shortlists of architect-screened SAP SD consultants usually follow within days of a clear role brief, and start dates depend on notice periods and location.
SD, MM, FI/CO, PP, EWM and SuccessFactors functional roles; ABAP, Fiori, BTP, Integration Suite and Basis technical roles; SAP CX; and data roles such as Datasphere, Databricks and Snowflake.
AI-assisted screening, a recruiter conversation and a technical interview with an SAP architect. Only architect-approved profiles are shared for your interview.
Time and material at a daily or monthly rate per role, or a monthly fee per consultant. Rates depend on skill, seniority and location.
We source a replacement in parallel and arrange a handover so the project keeps moving.
Yes. Consultants can work onshore or remotely, engaged through our entities or an employer-of-record partner depending on the country.
No obligation. A senior consultant replies with next steps.
Brand · PGC Digital’s hero mascot
Every great transformation begins with a possibility. Sappy stands for intelligence, ambition, collaboration and progress, and guides you from the first question to the outcome.
The Spirit of Possibility
Every great transformation begins with a possibility.
Meet Sappy, the hero mascot of PGC Digital, created to represent intelligence, ambition, collaboration and progress.
Inspired by the belief that technology should empower people and simplify complexity, Sappy represents our journey from India to the world, connecting talent, businesses, innovation and enterprise technology.
With a data-first mindset, AI-powered possibilities and SAP expertise at the core, Sappy embodies our commitment to helping organisations transform challenges into opportunities.
More than a mascot, Sappy is the face of our shared ambition: bringing people and possibilities together to create meaningful progress.
Sappy by PGC Digital — People. Possibility. Progress.
Sees the one record that matters, asks the question nobody asked, and turns data into a clear next step.
Flies first, towards the hardest problem, because enterprise change rewards the team that moves.
A cape only flies with wind behind it: our people, partners and customers moving together.
Measures success in outcomes that run: systems live, users confident, value growing after go-live.
His story · five chapters
In Bengaluru, a team that believed technology should serve people, not the other way round, asked a simple question: what if every hard enterprise problem came with a guide? Sappy is that guide.
White for clarity, because complexity should feel simple. Gold for ambition and value. On the chest, the black-and-gold “P”: People, Possibility, Progress.
The cape stands for collaboration. It only lifts when people move together: consultants, engineers, partners and the customer’s own teams.
Data sight, AI spark, SAP core strength and a guide’s voice. Each power maps to how we work: data first, AI-powered, SAP at the core, explained in plain words.
From India to the world. Sappy flies with every customer through five steps: discover, plan, build, run and grow, and stays after go-live.
Finds the duplicate customer, the orphan material, the missing consent. Clean data before clever AI.
Turns patterns into next best actions, summaries and drafts that save a business user real hours.
Keeps the enterprise core clean and steady: S/4HANA, Sales and Service Cloud V2, BTP, Integration.
Explains in plain words, asks two or three questions, and always ends with the next step.
All poses · original artwork only
Each pose has a job. Pick the one that matches your message, and never redraw or edit the character.
Every pose, expression, motion and role as PNG, original art only.
Poses
Expressions
Motion
Roles
Journey
Do
Don’t
Sappy name and character: IP registration in progress. Strict front, side and rear views and layered print masters are still to come from the original illustrator.
Sappy at work · for business users
Sappy earns autonomy one level at a time. Level 1 runs on this website today. Levels 2 to 4 are what we build with customers on SAP and approved AI services, with people in charge.
Sappy asks two or three questions and takes you to the right page, service, case study or form.
You decide everything.Sappy answers in context, summarises a document or RFP, and drafts the email or meeting brief.
You review and send.Sappy prepares the action inside your systems: the reply, the reminder, the invite, the quote follow-up.
You approve with one tap.Sappy agents handle routine, policy-bounded messages on their own, with an audit trail and escalation.
You set the rules and handle exceptions.Pick a role to see what Sappy does at each level
Sales representative
Customer service agent
Order desk
Finance and receivables
Customer’s buyer
CEO or CIO
Example · illustrative
“Where is my order?” on WhatsApp, at Level 4A routine question, answered within policy, with a person one tap away.Hi, where is order 45-1180? Our line needs it Friday.
Hello! Order 45-1180 left the warehouse this morning. Delivery is planned for Thursday by 14:00. I’ll message you when it’s out for delivery.
Checked in S/4HANA delivery · confidence high · within policy “order status” · logged
Can you move it to Wednesday?
Changing a delivery date needs a person. I’ve passed this to your order desk with the details, and they’ll reply within business hours.
Outside policy → escalated to the order desk owner · conversation attached
Every agent has a named human owner and a kill switch.
Sappy acts only inside rules you set: who, what, how much, which channel.
Below the threshold, Sappy prepares and asks instead of sending.
Every message, source and decision is logged and explainable.
Runs on your SAP tenant and approved AI services, with role-based access.
Customers can always reach a person, and say how they want to be contacted.
Try it · Level 1, live
Pick one. Sappy takes you to the three pages that answer it fastest.
I want to understand
1What SAP Joule really costs →2ECC 2027: move or wait? →3Market-to-cash on SAP →I’m planning a move
1ECC → S/4HANA transformation →2C4C V1 → Sales Cloud V2 →3Global V2 rollout playbook →I want AI that helps my users
1Six levels of autonomy →2Data & AI journey →3B2B order-to-cash guide →Or tap Ask Sappy in the corner on any page.
One seamless experience
Wherever you meet PGC Digital, Sappy is there to tell you where you are and what happens next.
Download centre
Decks, documents, LinkedIn images, the email signature, logos, avatars and every pose. Original artwork only.
Email signature · preview
 |
Vinod Kumar Beli
Chairman and Managing Director · PGC Digital
+91 81054 78242 | USA Vinod.b@us.pgcdigital.ai | India Vinod.b@in.pgcdigital.ai
pgcdigital.ai | Bengaluru · Singapore · USA  MEET SAPPY · People. Possibility. Progress.Data first. AI-powered. SAP at the core. · CMMI Level 3 · ISO 9001:2015 · Great Place to Work® Certified
|
DecksFor customer meetings and the brand story. PowerPoint files carry the speaker notes.
DocumentsReady to edit in Word, or to send as PDF.
Social and emailLinkedIn sizes as LinkedIn asks for them, and the email signature in three versions.
Brand marksLogos and round avatars for profiles, apps and chat.
PGC Digital logo · lightFor white backgrounds · PNG · 21 KBDownload
PGC Digital logo · darkFor dark backgrounds · PNG · 17 KBDownload
Sappy avatar512 px · PNG · 258 KBDownload
Sappy circle · gold256 px · PNG · 80 KBDownload
Sappy circle · navy256 px · PNG · 83 KBDownload
Sappy circle · white256 px · PNG · 81 KBDownloadArtworkAll poses, expressions, motion, roles and journey steps.
Download any single pose from the pose gallery with its PNG ↓ button, or get them all at once.
Live versionsOpen the editable decks and documents. Ask your PGC Digital contact for access.
Sappy name and character: IP registration in progress. Use only these original files: never redraw, trace, recolour or alter the character. Figures in samples are illustrative.
Tell us yours. Sappy will make sure it reaches the right person.
Sappy by PGC Digital — People. Possibility. Progress.
Home · Case studies · Data & AI · Control tower
Case study · leading global food & beverage company · delivered with a partner
A supply chain control tower on Snowflake and Cortex AI, built on SAP S/4HANA, TMS, WMS and CRM data by a PGC Digital pod working inside a global Data & AI partner’s programme.
01 · Challenge and problem statement
Business challenge
The company aimed for digitally connected, end-to-end operations: optimised inventory, automated processes and real-time visibility. But orders, stock, shipments, GPS, retailer and external data lived in different systems, so problems were seen only after they happened.
Problem statement
Not “Where is my truck?” but “Will these 10,000 cases reach the right customers on time, at the planned cost, with enough inventory, and what should we do if something changes?”
What made it hard
02 · The solution
Connect SAP, transport, warehouse, customer and external data into a governed Snowflake foundation, then use Cortex AI to diagnose, predict and simulate, so the supply chain team can act.
03 · Architecture
Redrawn by PGC Digital from the programme architecture.
04 · Following one shipment · illustrative
Shipment created: 10,000 cases, Bengaluru → Hyderabad, due 18:00
Positions stream into Snowflake through Tumkur and Chitradurga
On plan
Road closure +2 h · history +45 min · carrier reliability −12%
Misses the 18:00 customer window
The manager asks Cortex
“Which shipments arriving in Hyderabad today are at risk of missing their delivery window?”
Cortex answers
184 shipments today · 17 at risk: 8 route congestion, 5 carrier delays, 4 warehouse departure delays.
Illustrative walk-through used to explain the solution; not reported operational data.
05 · The decision chain
Decision options → the supply chain leader decides
On-time ↑ · Cost ↓ · Service ↑ · Inventory ↓ · Risk ↓ · Revenue ↑
Not every late shipment matters equally · illustrative
Option A
Stay on routeETA 18:35 · penalty ₹X · service risk high
Option B
Change routeETA 17:50 · extra freight ₹Y · service risk lower
Option C
Hub transferETA 18:05 · extra handling ₹Z
A major retail account with a 98% SLA and a live promotion gets priority. The authorised supply chain team always makes the final call.
06 · From BI to agentic AI
Traditional BI
“Where is the shipment?” → dashboard → manager investigates
Predictive
“Will it be late?” → ML model → risk 87%
Cortex AI · agentic
“Why, and what can I do?” → GPS, traffic, weather, carrier, history, SLA → likely causes and ranked options
Without Cortex: analyst → SQL → dashboard → Excel → analysis → decision. With Cortex: one plain-language question to a governed answer.
Supply chain executive view · sample values
Critical risks
AI insights
Carrier ABC declining · Hyderabad route congested · 3 SKUs below safety stock
07 · Engagement · pod team
PGC Digital pod
08 · Deliverables & technology
Technology stack
09 · Business outcomes tracked
“We don’t just implement Snowflake. We connect SAP, supply chain, transport and external data into a governed foundation, then turn it into decision intelligence and operational agents.”
Measures the team tracks; client results are shared on request, with the client’s permission. Client and partner names are withheld.
Home · Insights · GTM with Claude skills
Trending · AI for sales · by Vinod Kumar Beli with Sappy
A spreadsheet of target companies becomes a board that says who to call, why now and what to offer, with every fact sourced and every credit approved. The story, the pipeline and a real sample run.
Monday, 200 target companies and one question: who do we call first?
Before
Interns copy 200 company names into a spreadsheet and guess who runs SAP.
Sellers search LinkedIn one account at a time; half the facts have no source.
Paid contact credits run out on companies that were never a fit.
The list is out of date before the first call.
After
One prompt starts the Europe run; Claude shows the country pack and waits for approval.
Research agents work through 200 accounts in parallel waves, each fact labelled Confirmed, Probable or Not found.
Merge, retry and scoring rank the list: who is out of support by 2027, and why.
The board is live: accounts, people, signals, events and the play, with credits spent only after a yes.
Research agents in parallel waves
↺ retry gaps, up to 2 times
Skill 1
Plans the run, fills briefs, launches agent waves, checks and merges files, retries gaps, scores urgency.
SKILL.md, 4 scripts, scoring rulesSkill 2
The 11 briefs the research agents follow, plus Europe and USA & Canada country packs and a blank template.
SKILL.md, 11 briefs, 3 packs, 1 scriptSkill 3
Fills buyer personas with Apollo first, then ZoomInfo and Lusha, with a credit estimate and your approval.
SKILL.mdSkill 4
Turns the merged research into one HTML hunting board: overview, filters, account pages, signals, events.
SKILL.md, board template, 1 scriptYou talk to one skill. It never researches in the main chat: agents do, and it reads their files. That is what makes 200 accounts possible in a few sessions.
We ran the real scripts on four invented accounts to show every step. One research record came back incomplete on purpose; the retry loop caught it.
Terminal · sample run
$ fill_briefs.py runs/demo --today 2026-11-01 Filled 11 briefs into runs/demo/briefs Unfilled placeholders: none $ cut_inputs.py runs/demo universe 4 input files written; 1 retail/consumer accounts for CAR $ merge_outputs.py runs/demo # after Wave A Brief Expected Complete Retry Gave up AGENT 4 4 0 0 DEEP 4 3 1 0 Retry with: cut_inputs.py runs/demo retry --brief DEEP $ merge_outputs.py runs/demo # after the retry DEEP 4 4 0 0 Nothing to retry. $ score_urgency.py runs/demo Priority counts: Critical 2, High 1, Medium 1, Low 0 $ build_board.py runs/demo Board written: runs/demo/deliver/board.html (4 accounts; Critical 2, High 1, Medium 1)
Confirmed, Probable or Not found. Links only from search results; empty beats wrong.
Apollo people search is free. ZoomInfo and Lusha spend credits only after an estimate and your approval.
Campaign ideas and AI agents are labelled as PGC proposals, never as the company’s own plans.
On the Europe reference run of 200 accounts, the default rules flagged 6 Critical and 57 High accounts: the shortlist our sellers start with. The USA & Canada pack is ready for the same run.
The setup guide has the downloads, install steps and every prompt. Or open the interactive GTM Skills Setup Guide ↗.
We run it for you, or set your team up with the skills in one session.
Home · Insights · GTM with Claude skills
Setup guide · downloads · by Vinod Kumar Beli with Sappy
Download the four skills, upload them to Claude, test the connectors, then run a 10-account pilot and the full Europe or USA & Canada board, session by session.
Credits: Apollo people search is free. ZoomInfo needs your own subscription. Lusha charges for searches as well as reveals (at the time of writing 1 credit per 25 search results, 1 per email, 5 per phone), so the skills always show an estimate and wait for your yes.
Download each skill as its own ZIP: Claude installs one skill per ZIP. The full pack holds all four folders for keeping or sharing; unzip it before uploading.
Skill 1
Plans the run, fills briefs, launches agent waves, checks and merges files, retries gaps, scores urgency.
SKILL.md, 4 scripts, scoring rulesDownload country-gtm-research.zipSkill 2
The 11 briefs the research agents follow, plus Europe and USA & Canada country packs and a blank template.
SKILL.md, 11 briefs, 3 packs, 1 scriptDownload gtm-agent-briefs.zipSkill 3
Fills buyer personas with Apollo first, then ZoomInfo and Lusha, with a credit estimate and your approval.
SKILL.mdDownload gtm-contact-sourcing.zipSkill 4
Turns the merged research into one HTML hunting board: overview, filters, account pages, signals, events.
SKILL.md, board template, 1 scriptDownload hunting-board-builder.zipOn claude.ai open Settings → Capabilities and turn on Code execution and file creation. On Enterprise plans an Owner enables Skills first in Admin settings.
If you already have country-gtm-research or gtm-agent-briefs, delete those first: names must be unique.
Click Upload skill and choose a ZIP, for example country-gtm-research.zip. Check it appears, then switch it on.
gtm-agent-briefs.zip, gtm-contact-sourcing.zip and hunting-board-builder.zip.
On Team or Enterprise, an Owner can open each skill and use Publish to org, so colleagues get it without uploading.
Start a new chat and paste this. Claude should name the four skills and report which connectors it can reach.
Setup check
New chat · any timeWhich skills do you have for country GTM research and hunting boards? List them, then check which of these I have connected: Apollo.io, ZoomInfo, Lusha, Google Drive and web search. For Lusha, show my credit balance.
Pick the region, paste each prompt in order; Claude stops at four approval gates. Run the pilot first: a brief error found on 10 accounts costs one batch, on 200 it costs a whole wave.
Europe
1 · Pilot on 10 accounts
Session 1 · gates 1 and 2Use the country-gtm-research skill. Region: Europe. Run name: eu-2026-11-pilot. Accounts: 10 (pilot). Start from the europe.yaml country pack in gtm-agent-briefs. Currency: EUR. Free Apollo search only; ask before any ZoomInfo or Lusha credit spend. Run every step on the 10 accounts, stop at each approval gate, and build the hunting board at the end. Save the run folder to Google Drive under PGC/GTM runs/.
2 · Country pack and account list
Session 1 · gates 1 and 2Use the country-gtm-research skill. Region: Europe. Run name: eu-2026-11. Accounts: 200. Currency: EUR. Start from the europe.yaml country pack, applying anything we fixed in the pilot. Show me the pack, then build accounts.json with free Apollo search and web search and show me the list. Then fill the briefs, cut the input files and save the run folder to Google Drive.
3 · Wave A: contacts and deep research
Session 2Load run eu-2026-11 from Google Drive (PGC/GTM runs/eu-2026-11). Continue country-gtm-research with Wave A: launch every AGENT and DEEP batch in one go, merge, retry gaps up to twice, update run-log.md, and save the run folder to Drive.
4 · Waves B and C: marketing, events, campaigns
Session 3Load run eu-2026-11 from Google Drive. Continue country-gtm-research with Wave B (MK, EV, MC in parallel) and then Wave C (FAIR). Merge, retry gaps, save to Drive.
5 · Wave D: commerce, CPQ, identity, retail
Session 4 · gate 3Load run eu-2026-11 from Google Drive. Continue country-gtm-research with Wave D (CM, CPQ, CDC, and CAR for retail and consumer accounts). Keep the per-account search caps and mark "Not checked" if search runs out. Merge, then score urgency and show me the Critical and High list. Save to Drive.
6 · GTM research and the board
Session 5Load run eu-2026-11 from Google Drive. Run the GTM brief on the approved Critical and High accounts, merge and re-score. Then use hunting-board-builder to build the Europe SAP CX Hunting Board, publish it as an artifact, and save it to Drive.
7 · Contacts for Wave 1
Session 6 · gate 4Load run eu-2026-11 from Google Drive. Use the gtm-contact-sourcing skill for the Wave 1 accounts: list the persona gaps, then show the ZoomInfo and Lusha credit estimate and my balances before spending anything. After I approve, fill the gaps, merge, rebuild the board and save to Drive.
USA & Canada
1 · Pilot on 10 accounts
Session 1 · gates 1 and 2Use the country-gtm-research skill. Region: USA and Canada. Run name: na-2026-11-pilot. Accounts: 10 (pilot). Start from the north-america.yaml country pack in gtm-agent-briefs. Currency: USD (CAD for Canadian filers). Free Apollo search only; ask before any ZoomInfo or Lusha credit spend. Run every step on the 10 accounts, stop at each approval gate, and build the hunting board at the end. Save the run folder to Google Drive under PGC/GTM runs/.
2 · Country pack and account list
Session 1 · gates 1 and 2Use the country-gtm-research skill. Region: USA and Canada. Run name: na-2026-11. Accounts: 200. Currency: USD (CAD for Canadian filers). Start from the north-america.yaml country pack, applying anything we fixed in the pilot. Show me the pack, then build accounts.json with free Apollo search and web search and show me the list. Then fill the briefs, cut the input files and save the run folder to Google Drive.
3 · Wave A: contacts and deep research
Session 2Load run na-2026-11 from Google Drive (PGC/GTM runs/na-2026-11). Continue country-gtm-research with Wave A: launch every AGENT and DEEP batch in one go, merge, retry gaps up to twice, update run-log.md, and save the run folder to Drive.
4 · Waves B and C: marketing, events, campaigns
Session 3Load run na-2026-11 from Google Drive. Continue country-gtm-research with Wave B (MK, EV, MC in parallel) and then Wave C (FAIR). Merge, retry gaps, save to Drive.
5 · Wave D: commerce, CPQ, identity, retail
Session 4 · gate 3Load run na-2026-11 from Google Drive. Continue country-gtm-research with Wave D (CM, CPQ, CDC, and CAR for retail and consumer accounts). Keep the per-account search caps and mark "Not checked" if search runs out. Merge, then score urgency and show me the Critical and High list. Save to Drive.
6 · GTM research and the board
Session 5Load run na-2026-11 from Google Drive. Run the GTM brief on the approved Critical and High accounts, merge and re-score. Then use hunting-board-builder to build the USA and Canada SAP CX Hunting Board, publish it as an artifact, and save it to Drive.
7 · Contacts for Wave 1
Session 6 · gate 4Load run na-2026-11 from Google Drive. Use the gtm-contact-sourcing skill for the Wave 1 accounts: list the persona gaps, then show the ZoomInfo and Lusha credit estimate and my balances before spending anything. After I approve, fill the gaps, merge, rebuild the board and save to Drive.
Inside a run, failed accounts are retried up to twice. Across weeks, a scheduled task refreshes the priority accounts and reports only what changed.
Weekly refresh
Scheduled task · every weekCreate a weekly scheduled task for every Monday at 08:30 India time: load run eu-2026-11 from Google Drive, re-run DEEP news and GTM signals for the Critical and High accounts, merge, re-score, rebuild the hunting board, save to Drive, and tell me only what changed: new signals, priority moves and new contacts.
Overnight wave
One-time scheduled taskCreate a one-time scheduled task for tonight at 23:00: load run na-2026-11 from Google Drive, run country-gtm-research Wave B and C, merge, retry gaps, save back to Drive, and send me the run-log summary.
| Gate | When | You check |
|---|---|---|
| 1 · Country pack | Before any research | Privacy law, languages, events and partner route fit the market |
| 2 · Account list | Before the waves | Tiers, industries, duplicates, accounts you already serve |
| 3 · Priority list | After scoring | Critical and High accounts and the reasons behind them |
| 4 · Credits and CRM | Before ZoomInfo or Lusha, or any CRM write | The estimate, the balance and the list |
| What you see | Why | Fix |
|---|---|---|
| Upload fails or the skill is not listed | Code execution is off, or the ZIP holds files instead of the folder | Turn on code execution; upload the ZIPs from this page as they are |
| “A skill with this name exists” | An older copy is installed | Delete the old skill in Customize → Skills, then upload |
| Claude does not use the skill | The skill is switched off | Switch it on, or start the prompt with “Use the country-gtm-research skill” |
| Many accounts marked “Not checked” | Web search ran out in that session | Run Wave D in its own session; add Exa or Firecrawl |
| The next session cannot find the run | Each Claude task has its own workspace | End every session with “save the run folder to Google Drive”; start the next with “load it” |
| Lusha says no credits | Searches also spend Lusha credits | Use Apollo and ZoomInfo first; keep Lusha for Wave 1 buying groups |
| Board does not open in WhatsApp | WhatsApp previews block JavaScript | Send the artifact link to open in a browser |
Run the 10-account pilot before anything else. It costs nothing but an hour, and it shows you every gate.
We run it for you, or set your team up with the skills in one session.
Home · Insights · GTM with Claude skills
Under the hood · by Vinod Kumar Beli with Sappy
What each of the 11 briefs asks, how batches run in parallel waves, how merge and retry make the run reliable, and the rules that turn findings into Critical, High, Medium and Low.
The skills follow the Agent Skills format: each is a folder with a SKILL.md, and the scripts use only Python’s standard library. Here is what happens inside a run, and why it holds up on 200 accounts.
| Brief | What the agent finds | Required fields |
|---|---|---|
| AGENT | Contacts by persona and group structure | contacts |
| DEEP | CEO, M&A, stack, SI partners, financials, news, entry angle | tech, pgc_angle |
| MK | Marketing and data leaders, positioning, martech, proposed AI agents | positioning, agents |
| EV | Events, competitors, differentiators, white space | events, competitors |
| FAIR | Event profiles: event, clusters, exhibitors, opener | fair, clusters, accounts |
| MC | Market-to-cash campaigns and segments (PGC proposals) | campaigns |
| CM | Commerce platform, with sources | platform, confidence |
| CPQ | CPQ, configuration and pricing, with sources | cpq, confidence |
| CDC | Identity and consent platform | platform, confidence |
| CAR | Omnichannel inventory (retail and consumer) | platform, confidence |
| GTM | Deep customer need for Critical and High accounts | current, signals, real_need |
Each brief is the complete instruction one agent follows on one batch. Renaming a required field breaks the merge; adding fields is safe.
| Wave | Briefs | What comes back | Search budget |
|---|---|---|---|
| A | AGENT and DEEP | Contacts by persona (Apollo, free) and deep account intelligence: CEO, M&A, ERP/CRM/commerce stack, SI partners, financials, news | Apollo free; about 3 web searches per account |
| B | MK, EV and MC | Marketing and data leaders, positioning and martech; events and competitors; market-to-cash campaign proposals | MK 1 search per account; EV and MC none |
| C | FAIR | Event profiles in four layers: event, clusters, exhibitors, and each account’s opener | None |
| D | CM, CPQ, CDC and CAR | Commerce platform, CPQ and pricing, identity and consent, omnichannel inventory for retail and consumer accounts | 2 / 1 / 1 / 1 searches per account |
Every batch of a wave launches in one message, one agent per batch: about 40 accounts for contacts, 20 for deep research and commerce.
Agents write their file every 5 to 10 accounts. If a session is interrupted, the rerun skips everything already done.
| Layer | 4 · out of support by 2027 | 3 · deadline by 2030 | 2 · migration or displaceable | 1 · already current |
|---|---|---|---|---|
| ERP | SAP ECC / R/3 | – | S/4HANA programme or RISE | S/4HANA live |
| CRM | SAP CRM 7.0 | SAP C4C / Sales or Service Cloud V1 | Salesforce, Dynamics, Siebel | Sales / Service Cloud V2 |
| Marketing | – | SAP Marketing Cloud / Hybris Marketing | – | Emarsys / Engagement Cloud |
| Commerce | On-premise Hybris / SAP Commerce | – | Salesforce, Adobe, Intershop, Spryker, commercetools, Shopify, Oracle | SAP Commerce Cloud (CCv2) |
| Stack | – | BTP Neo (ends 2028), SAP Jam (ends 2026), or 3+ migration, replatform, broken or silo signals | – | – |
Default rules from scoring-rules.md; a 4 needs confirmed evidence, otherwise it scores 3. Critical: two or more layers at 4. High: any layer at 3+. Medium: any at 2. Low: the rest.
A country pack is one small file of market rules: revenue tiers and currency, industries, where financials are filed, privacy law, languages, events, incumbent platforms, extra buyer titles, partner route, delivery model and time zones. The Europe and USA & Canada packs are ready; any other market starts from the blank template, and fill_briefs.py writes all 11 briefs from it in one step.
country-gtm-research/ SKILL.md references/scoring-rules.md scripts/common.py · cut_inputs.py · merge_outputs.py · score_urgency.py gtm-agent-briefs/ SKILL.md assets/country-pack-template.yaml assets/country-packs/europe.yaml · north-america.yaml references/shared-rules.md references/briefs/AGENT · CAR · CDC · CM · CPQ · DEEP · EV · FAIR · GTM · MC · MK scripts/fill_briefs.py gtm-contact-sourcing/ SKILL.md hunting-board-builder/ SKILL.md assets/board-template.html scripts/build_board.py
We run it for you, or set your team up with the skills in one session.
Home · Insights · Talent · Talent acquisition with Claude
Pillar guide · Talent acquisition with Claude · by Vinod Kumar Beli with Sappy
What changed in PGC Digital’s recruitment when every recruiter got Claude with out-of-the-box connectors for sourcing, enrichment, calendars, CRM and WhatsApp, on top of our LinkedIn Recruiter licences.
A Frankfurt SAP role lands at 10:00 on Monday
Before
A client needs an S/4HANA FICO consultant in Frankfurt.
A recruiter writes the JD, guesses Boolean strings and scrolls LinkedIn.
Emails go out one by one; replies get lost between inbox and spreadsheet.
The first CV reaches the client. A competitor sent three on Tuesday.
After
Claude turns the requirement into a JD, a scorecard and three Boolean strings.
LinkedIn Recruiter and Apollo.io give 40 profiles; 12 approved are enriched through Lusha.
Personal InMails and emails go out; opted-in candidates get a WhatsApp template.
Three scored CVs reach the client, with interview slots found in Outlook.
Find
Engage
Screen
Track
Learn
LinkedIn Recruiter licences
₹7 lakha year, global licences: where candidates are found and InMails are sentClaude Pro, per recruiter
$17a month on annual billing ($20 month to month): drafting, research, connectors, analysis10 recruiters, one year
≈ ₹8.8 lakh₹7 lakh LinkedIn + ≈ ₹1.8 lakh Claude ($2,040 at ≈ ₹88 to the dollar). Contact-data credits extra.LinkedIn is where we find people. Claude is how each recruiter gets through ten roles a day without losing the personal touch.
StageA month with Claude and connectorsStep conversionBefore
time to first submission for ITeS roles
Target · KPI scorecard≥20%InMail reply rate
Target · KPI scorecard≥85%offer acceptance
Target · KPI scorecard100%contacts with recorded consent or lawful basis
Target · KPI scorecardClaude reads and writes where the work lives: calendar, CRM, CVs, contact data. Recruiters stop pasting between tabs.
Boolean strings, InMails and follow-ups are drafted in minutes, so LinkedIn seats are used, not idle.
Connectors use each recruiter’s own sign-in, and nothing is sent or changed without approval.
Five posts go deeper: the connector list, the contact-database comparison, candidate campaigns on WhatsApp and Zoho, the KPIs and KRAs, and the full setup playbook with prompts.
Sources
Vendor figures and connector status are as published by the vendors in October 2026 and change often; check the Claude connectors directory and each vendor before you buy. PGC Digital funnel numbers, targets and costs are illustrative.
Send us the roles. We reply with matched profiles, often the same or the next business day.
Home · Insights · Talent · Talent acquisition with Claude
Field guide · Talent acquisition with Claude · by Vinod Kumar Beli with Sappy
Sourcing, enrichment, email and calendar, documents, CRM, job boards, scheduling, signatures and WhatsApp: the connectors a global recruiting team actually uses, and what is official, custom or missing.
A Claude seat on its own writes good job descriptions. Connected to your calendar, CRM, CV folder and contact databases, it does the work around them: finds, enriches, scores, schedules and reports. Connectors are available on Pro, Max, Team and Enterprise plans; each one signs in with the recruiter’s own account.
| Connector | Status | Hiring job and example prompt |
|---|---|---|
| LushaFind and enrich | Directory | Verified business emails and direct dials; strong India and South-East Asia coverage“Enrich these 10 approved SAP FICO profiles in Singapore with business email.” |
| Apollo.ioFind and enrich | Connected at PGC | People search by title, company and country; sequences“Find 25 S/4HANA FICO consultants in Germany with 6–10 years, no contact details yet.” |
| ZoomInfoFind and enrich | Directory | US enterprise contacts and company data“List VP Engineering contacts at our 20 US target accounts.” |
| Microsoft 365 (Outlook, Calendar, Teams)Email and calendar | Connected at PGC | Find interview slots across time zones, draft invites and follow-ups“Find three 45-minute slots next week that suit Bengaluru and Frankfurt.” |
| Gmail and Google CalendarEmail and calendar | Directory | The same jobs for Google Workspace teams“Summarise candidate replies from this week and flag who asked about salary.” |
| Google DriveDocuments | Connected at PGC | CVs, job descriptions, scorecards and offer templates“Score the five CVs in this folder against the scorecard, with evidence.” |
| Zoho CRMCRM and ATS | Connected at PGC | Client requirements, accounts and demand pipeline“Which open requirements close this month, by client and country?” |
| Zoho Recruit (via Zoho MCP)CRM and ATS | Custom connector | Candidates, job openings, stages and submissions“Move these three candidates to Submitted and log the client feedback.” |
| Zoho Campaigns (via Zoho MCP)Campaigns | Custom connector, check availability | Email nurture to opted-in candidate lists“Draft the October SAP talent newsletter for the Germany list.” |
| WhatsApp Business (via Wati MCP)Campaigns | Custom connector | Approved templates and replies to opted-in candidates“Send the interview-reminder template to tomorrow’s five candidates.” |
| Indeed, ZipRecruiter, WorkableJob market and boards | Directory | Market salary and demand research; posting through Workable“What do SAP BTP developers earn in Texas, and how many open roles are there?” |
| MetaviewInterviews | Directory | Interview notes and summaries into the ATS“Summarise yesterday’s interview against the scorecard.” |
| CalendlyScheduling | Directory | Self-booking links for screening calls“Create a 20-minute screening link for the Vietnam drive.” |
| DocuSignOffers | Directory | Send offer letters and track signatures“Which offers sent this week are still unsigned?” |
| Canva and GammaEmployer brand | Connected at PGC | Job ads, careers posts and hiring-drive decks“Make a LinkedIn job card for the SAP CX drive in Ho Chi Minh City.” |
| LinkedIn RecruiterFind and engage | No connector | Search, projects and InMail stay inside Recruiter. Claude drafts Boolean strings, InMails and summaries you paste in.“Write three Boolean strings and an InMail for this role.” |
Connected at PGC: in use in our workspaceDirectory: listed in Claude’s connectors directory, per the vendorCustom: added by URL as a remote MCP serverNo connector
Your email and calendar (Microsoft 365 or Google), Google Drive for CVs, and one contact-data tool (Lusha or Apollo.io).
Zoho Recruit and Zoho CRM through Zoho MCP, so stages and client demand stay current.
WhatsApp through Wati for opted-in candidates, Zoho Campaigns for newsletters, Calendly and DocuSign.
There is no LinkedIn connector, and scraping LinkedIn breaks its user agreement. Keep searching and InMail inside Recruiter; let Claude write the strings and the messages.
Claude Pro for each recruiter, billed annually ($17 a month), or a Team plan if you want central billing and admin. Connectors need Pro or above.
In Claude: Settings → Connectors → Browse. Add Lusha, Apollo.io (and ZoomInfo if licensed), Microsoft 365 or Gmail and Google Calendar, Google Drive, Calendly, DocuSign, Canva. Each signs in with your own account (OAuth).
Settings → Connectors → Add custom connector. Paste the Zoho MCP server URL from the Zoho MCP console (choose Recruit, CRM and, if available, Campaigns) and the Wati MCP URL for WhatsApp. Run a read-only test first.
Add instructions (tone, approval rules, consent rules), the JD library, scorecards, country hiring routes and rate guidance as project knowledge.
Save the ten prompts below in the project so every recruiter starts from the same playbook.
No message is sent and no record is changed without the recruiter approving it. Contact-data credits have a weekly budget per recruiter.
A two-hour session: one live role, end to end, from intake to submission. Then the daily routine starts.
Sources
Vendor figures and connector status are as published by the vendors in October 2026 and change often; check the Claude connectors directory and each vendor before you buy. PGC Digital funnel numbers, targets and costs are illustrative.
Send us the roles. We reply with matched profiles, often the same or the next business day.
Home · Insights · Talent · Talent acquisition with Claude
Comparison · Talent acquisition with Claude · by Vinod Kumar Beli with Sappy
Published database sizes, country and regional coverage, and a simple test that shows which tool really finds your candidates in India, South-East Asia, the Gulf and the USA.
Apollo.io, Lusha and ZoomInfo hold their own B2B contact databases. They are not LinkedIn’s database, although they may include LinkedIn profile links and job titles. All three now connect to Claude, so the question is not which is biggest, but which finds your candidates in the countries you hire in.
| Tool | Coverage | Published geographic detail |
|---|---|---|
| Apollo.io | Global | Searchable by country; country counts not published |
| Lusha | 238 countries and territories | Publishes contact counts by country |
| ZoomInfo | Global | Publishes regional counts; country counts not published |
| Tool | Target market | Primary use for hiring |
|---|---|---|
| Apollo.io | India, South-East Asia, Gulf | Finding people by title, company and country; outbound sequences |
| Lusha | India, Singapore, Malaysia, UAE, Saudi Arabia | Enriching approved profiles with business email and phone |
| ZoomInfo | USA | Enterprise accounts, decision-makers and company data |
Do not buy on the headline number. Ask each vendor to search your own target list, then count the verified emails and direct dials you actually get.
Figures in this post are vendor-published, as compiled in PGC Digital’s October 2026 comparison. Data protection: use business contact data for recruiting only where the vendor licence and local law allow it.
Sources
Vendor figures and connector status are as published by the vendors in October 2026 and change often; check the Claude connectors directory and each vendor before you buy. PGC Digital funnel numbers, targets and costs are illustrative.
Send us the roles. We reply with matched profiles, often the same or the next business day.
Home · Insights · Talent · Talent acquisition with Claude
Playbook · Talent acquisition with Claude · by Vinod Kumar Beli with Sappy
A multi-channel cadence with consent built in: who gets which message, on which channel, when, and how Claude prepares, personalises and measures it while recruiters approve every send.
A hiring drive for 20 SAP CX consultants in Vietnam
Before
One generic email blast to an old spreadsheet; 3% reply.
Recruiters chase replies on personal WhatsApp, with no record of consent.
Nobody knows which channel worked.
After
Claude segments the opted-in list by skill and city in Zoho and drafts three message variants.
An approved WhatsApp template reaches opted-in candidates; replies land in one inbox.
Claude reports reply rate by channel and variant; the weaker variant is dropped.
Personal, role-specific, from the recruiter
Everyone sourcedShort note with the JD and a link to opt in to WhatsApp updates
Business email found and lawful basis recordedApproved template: role, rate band, one question
Only candidates who opted inTen-minute screen booked through Calendly
Replied with interestLast message, then into the monthly talent newsletter
No reply, opted in to emailBusiness-initiated messages need the candidate’s opt-in and an approved template, sent through the WhatsApp Business Platform, not a personal phone.
Unsubscribe in every message; double opt-in for talent newsletters in the EU; record the lawful basis for every contact.
InMail inside Recruiter only. No scraping, no automation of LinkedIn accounts.
| Step | Claude does | Through | People do |
|---|---|---|---|
| Segment | Builds lists by skill, country and stage | Zoho Recruit and CRM (Zoho MCP) | Approve the list |
| Write | Drafts variants in English, German and Vietnamese | Project instructions and templates | Edit and approve |
| Send | Prepares the WhatsApp template send or the Zoho Campaigns draft | Wati MCP, Zoho MCP | Press send or schedule |
| Reply | Summarises replies, flags hot candidates, books calls | Wati, Outlook, Calendly | Talk to candidates |
| Measure | Reply and conversion by channel, variant and country | Zoho data | Decide what to stop |
PGC Digital Talent
Hi {{1}}, thanks for joining our SAP talent updates. We have a {{2}} role in {{3}}, {{4}}, starting {{5}}. Interested? Reply YES and we will call you at a time that suits you. Reply STOP to unsubscribe.
Template · needs Meta approvalClaude prepares the campaign; a person sends it. That one rule keeps you fast and keeps your WhatsApp number in good standing.
Sources
Vendor figures and connector status are as published by the vendors in October 2026 and change often; check the Claude connectors directory and each vendor before you buy. PGC Digital funnel numbers, targets and costs are illustrative.
Send us the roles. We reply with matched profiles, often the same or the next business day.
Home · Insights · Talent · Talent acquisition with Claude
Scorecard · Talent acquisition with Claude · by Vinod Kumar Beli with Sappy
Eight funnel stages, twelve KPIs with formulas and targets, and the key result areas for sourcers, recruiters, campaign managers and talent leads.
A global hiring desk runs across time zones, countries and channels. Without one funnel and one scorecard, every recruiter has a story and nobody has the numbers. These are the stages, KPIs and key result areas we use for SAP, data, AI and ITeS hiring.
StageA month with Claude and connectorsStep conversionBefore
| KPI | Definition and formula | Target (illustrative) | Owner | Review |
|---|---|---|---|---|
| Time to first submission | Hours from requirement received to first CV sent to the client | ≤ 24 hours (ITeS), ≤ 72 hours (SAP niche) | Recruiter | Daily |
| Time to fill | Days from requirement to offer accepted | ≤ 10 days ITeS, ≤ 21 days SAP and AI | TA lead | Weekly |
| Reply rate | Replies ÷ candidates contacted, by channel | InMail ≥ 20%, email ≥ 12%, WhatsApp (opted-in) ≥ 40% | Campaign manager | Weekly |
| Screen pass rate | Screened and suitable ÷ screened | ≥ 40% | Sourcer | Weekly |
| Submit-to-interview | Client interviews ÷ CVs submitted | ≥ 50% | Recruiter | Weekly |
| Interview-to-offer | Offers ÷ client interviews | ≥ 35% | Recruiter | Weekly |
| Offer acceptance | Accepted ÷ offers made | ≥ 85% | TA lead | Monthly |
| Joining ratio | Joined ÷ accepted | ≥ 90% | Recruiter | Monthly |
| Quality of hire | 90-day retention and client rating | ≥ 95% retained, rating ≥ 4 of 5 | Head of talent | Quarterly |
| Cost per hire | (Licences + data credits + tools + recruiter time) ÷ hires | Falling quarter on quarter | Head of talent | Monthly |
| LinkedIn licence use | InMails and searches used ÷ available, per seat | ≥ 80% of InMail allowance | TA lead | Monthly |
| Consent coverage | Contacts with a recorded lawful basis or opt-in ÷ contacts messaged | 100% | TA operations | Weekly |
Targets are starting points for a global SAP, data, AI and ITeS hiring desk; set your own from three months of baseline data.
KRA
SourcerKRA
RecruiterKRA
Campaign managerKRA
TA lead or account managerKRA
Head of talentLook at conversion between stages, not just totals. The biggest drop-off tells you where next week’s effort goes.
Sources
Vendor figures and connector status are as published by the vendors in October 2026 and change often; check the Claude connectors directory and each vendor before you buy. PGC Digital funnel numbers, targets and costs are illustrative.
Send us the roles. We reply with matched profiles, often the same or the next business day.
Home · Insights · Talent · Talent acquisition with Claude
Setup guide · Talent acquisition with Claude · by Vinod Kumar Beli with Sappy
Plans, connectors, a hiring project, a prompt library for every funnel stage, a recruiter’s daily routine, guardrails and a 30-60-90 rollout.
Everything a recruiting team needs to go from zero to a working Claude setup in one day, and to a measured, global hiring desk in ninety.
Claude Pro for each recruiter, billed annually ($17 a month), or a Team plan if you want central billing and admin. Connectors need Pro or above.
In Claude: Settings → Connectors → Browse. Add Lusha, Apollo.io (and ZoomInfo if licensed), Microsoft 365 or Gmail and Google Calendar, Google Drive, Calendly, DocuSign, Canva. Each signs in with your own account (OAuth).
Settings → Connectors → Add custom connector. Paste the Zoho MCP server URL from the Zoho MCP console (choose Recruit, CRM and, if available, Campaigns) and the Wati MCP URL for WhatsApp. Run a read-only test first.
Add instructions (tone, approval rules, consent rules), the JD library, scorecards, country hiring routes and rate guidance as project knowledge.
Save the ten prompts below in the project so every recruiter starts from the same playbook.
No message is sent and no record is changed without the recruiter approving it. Contact-data credits have a weekly budget per recruiter.
A two-hour session: one live role, end to end, from intake to submission. Then the daily routine starts.
You are the hiring assistant for PGC Digital’s global talent team (SAP, data, AI and ITeS roles in India, Vietnam, the Gulf, Germany and the USA). - Never send a message, book a meeting or change a record without my explicit approval. - Use business contact data only; never ask for or store personal identity numbers. - WhatsApp only to candidates with a recorded opt-in; always include STOP to unsubscribe. - Never scrape LinkedIn; give me Boolean strings and messages to use in LinkedIn Recruiter. - Show contact-data credit cost before running an enrichment. - Write short, plain, personal messages; one question per message.
01 · Intake
Turn this client requirement into a job description, a scorecard with must-haves and nice-to-haves, and three LinkedIn Boolean strings for India, Vietnam and Germany. Ask me what is missing before you start.
02 · Market check
Using Indeed and web search, tell me the typical pay range and number of open roles for SAP BTP developers in Texas and in Germany. Show sources.
03 · Sourcing
Using Apollo.io, find 25 SAP S/4HANA FICO consultants in Germany with 6 to 10 years of experience. Show name, title, company and profile link only. Do not reveal contact details yet.
04 · Enrichment
Using Lusha, enrich only the 10 profiles I marked “approved” with a business email. Tell me the credits this will use before you run it.
05 · Outreach
Write a three-touch sequence for this role: a LinkedIn InMail under 80 words, a follow-up email with the JD, and a WhatsApp template for candidates who opted in. English and German.
06 · Screening
Score the CVs in this Google Drive folder against the scorecard. Give a table with score, evidence quoted from the CV, gaps and two screening questions each.
07 · Scheduling
Find three 45-minute slots next week that suit Bengaluru and Frankfurt in my Outlook calendar, and draft the invite. Do not send it.
08 · Tracking
Update these three candidates in Zoho Recruit to “Submitted” with the client feedback below, then list the requirements with no submission in the last 48 hours.
09 · Campaign
From the Zoho list “SAP CX Germany, opted in”, draft the monthly newsletter with the five newest roles and a WhatsApp opt-in link. Show me before anything is scheduled.
10 · Reporting
Build this week’s funnel by country and channel from Zoho Recruit: sourced, contacted, replied, screened, submitted, interviewed, offered, joined, with conversion rates and the three biggest drop-offs.
Claude summarises overnight replies, new requirements and today’s interviews from Outlook and Zoho.
New roles turned into JDs, scorecards and Boolean strings; searches run in LinkedIn Recruiter and Apollo.io.
Personalised InMails and emails drafted, reviewed and sent; WhatsApp templates to opted-in candidates.
CVs scored against the scorecard; screening calls; submissions to clients.
Interview slots found across time zones; Zoho Recruit stages updated.
Funnel snapshot and tomorrow’s top five actions.
Days 1–30 · Pilot
Days 31–60 · Scale
Days 61–90 · Optimise
Start with three recruiters and five live roles. When the numbers move, roll it out to everyone with the same project and prompts.
Sources
Vendor figures and connector status are as published by the vendors in October 2026 and change often; check the Claude connectors directory and each vendor before you buy. PGC Digital funnel numbers, targets and costs are illustrative.
Send us the roles. We reply with matched profiles, often the same or the next business day.
Home · Insights · Data & AI · Manufacturing
Pillar guide · Manufacturing data, AI and automation · by Vinod Kumar Beli with Sappy
Where your plants are on the journey from fragmented data to automated decisions, what each stage costs and takes, and the team that moves you to the next one. With SAP and non-SAP data, analyst evidence and sample data.
Every manufacturer already owns the data it needs: orders and costs in ERP, counts and stops in MES, signals in the machines, complaints in CRM, defects in quality systems. What most do not have is that data in one place, trusted, fresh and connected to the decisions that make money. This guide shows the four-stage journey, where your plants probably are today, and what it takes, in people, days and budget, to reach the next stage.
average yearly cost of poor data quality to an organisation
Gartner ↗49%of organisations lack confidence in their manufacturing strategy for the next three years
Gartner survey, 2025 ↗66%say integrating supply chain and manufacturing is their most significant challenge
Gartner survey, 2025 ↗40%of all operational data will be integrated across applications and platforms by 2027
IDC FutureScape 2026 ↗Where is your organisation today? Pick the stage that sounds like you.
Stage 1 · where you are
Data is fragmentedNext stageConsolidated data foundationRead how →
Stage 2 · where you are
Consolidated, but insights are lateNext stageReal-time analyticsRead how →
Stage 3 · where you are
Real-time visibility, manual decisionsNext stagePredictive and prescriptive intelligenceRead how →
Stage 4 · where you are
AI insights, manual workflowsNext stageAI-enabled automated workflowsRead how →
Do not skip a stage. AI on top of data nobody trusts makes wrong decisions faster. Each stage pays for the next one.
Consolidate data and create one source of truth. Objective: better data quality, no silos, one view of the business.
Connect machines, operations and analytics in real time. Objective: higher efficiency, less downtime, faster response.
Apply AI, prediction and automation to decisions. Objective: better forecasts, inventory, planning and supply chain performance.
MetricBeforeAfter
Service order closureReported
7 days2 daysAge of production informationReported
2–3 days10 minutesOn-hand inventoryReported
10080 (−20%)Inventory and scrap (food service example)Reported
10034 (−66%)Legacy custom solutions and interfacesReported
10 + 14RetiredData mart tablesReported
10057 (−43%)Inventory in global production planningReported
100Under 40 (−60%+)| Layer | Technologies | Business use cases |
|---|---|---|
| ERP and business systems | SAP S/4HANA and ECC, Microsoft Dynamics 365, Oracle | Financials, procurement, inventory, production orders |
| Manufacturing systems | MES (SAP Digital Manufacturing or others), SCADA, PLC, quality systems | Machine monitoring, production tracking, quality management |
| Data integration | SAP Business Data Cloud and Datasphere, Azure Data Factory, Fivetran, APIs and connectors | Extract and integrate data from siloed systems |
| Data platform | Microsoft Fabric and Azure Data Lake, Snowflake, Databricks | Unified storage, modelling and analytics |
| Real-time processing | Azure IoT Hub, Event Hubs, Fabric Real-Time Intelligence, Kafka | Machine telemetry, production monitoring, downtime analysis |
| Analytics and reporting | Power BI, SAP Analytics Cloud, manufacturing dashboards | OEE, inventory, margin, supplier and production KPIs |
| AI and machine learning | Azure Machine Learning, Fabric AI, Databricks Mosaic AI, Snowflake Cortex, Microsoft Copilot, SAP Joule | Forecasting, predictive maintenance, anomaly detection |
| Automation | Power Platform and Power Automate, SAP Build Process Automation, APIs | Automated workflows, alerts, approvals and business processes |
Choose the stack from your landscape, data maturity and target architecture. Not every manufacturer needs every technology.
Since SAP Note 3255746, the ODP-RFC interface is reserved for data transfer between SAP applications. Pulling S/4HANA, ECC or BW data into a non-SAP platform through ODP-RFC is not permitted, with technical enforcement and a temporary opt-out ending in 2026. Table and CDS-view extraction, OData and SAP Business Data Cloud remain open, and SAP Business Data Cloud Connect now shares SAP data with Databricks, Snowflake and Microsoft Fabric without copying it. Your extraction pattern is the first design decision, not the last.
Uptime, OEE and on-time delivery
Margin, working capital and inventory days
Forecast accuracy, supplier risk, service level
Fewer interfaces, one platform, governed AI
Scrap, rework and complaints
Promise dates customers can trust
Assessment
Fixed price3 weeks · 15 working days$15k–$25kMaturity score, target architecture, data inventory (SAP and non-SAP), business case and a 12-month roadmap.
Pilot
Fixed scope and price12–16 weeksFrom the team plan in each postOne plant or one value stream live, with a baseline and a scorecard you sign off.
Pod
Time and materials, monthly3–9 people, 30 days’ noticeTeam × rate × monthsA cross-skilled pod that scales up or down as the roadmap moves.
Managed service
Monthly, SLA-basedRun and improve$8k–$20k a monthPipelines, data products, models and dashboards kept running and improving.
Outcome-linked
Part of the fee at riskAfter a measured baselineAgreed per KPIA share of the fee tied to downtime hours, forecast error or inventory days.
Four blogs, one per stage. Each has a before-and-after story, raw versus business-ready sample data, the SAP and non-SAP data movement, the team with skills and indicative rates, days and budget, and a call to action for every opportunity.
Sources and evidence
Analyst figures are quoted from the linked public summaries. “Reported” outcomes are individual customer results from published industry examples in our programme brief, not guarantees. Sample data, PGC Digital targets, rates and costs are illustrative planning figures.
Start with a 3-week assessment: maturity, SAP and non-SAP data inventory, architecture, business case and roadmap.
Home · Insights · Data & AI · Manufacturing
Blog 1 · Data foundation · Manufacturing data, AI and automation · by Vinod Kumar Beli with Sappy
How manufacturers consolidate SAP and non-SAP ERP, MES, CRM, quality and supply chain data into one trusted, business-ready foundation.
The Monday margin meeting
Before
Finance says Q3 margin on pumps is 31.2%. Sales says 34.0%. The plant says 29.5%.
The meeting turns into a debate about whose spreadsheet is right.
Two analysts rebuild the numbers by hand from four systems.
A price decision waits another week.
After
One margin data product, refreshed overnight from S/4HANA, MES, CRM and quality data.
Everyone sees 31.2%, with the drivers: freight, rebates, scrap.
The discussion moves to the 1.8-point scrap gap at one plant.
A decision is made in the meeting, not next week.
average yearly cost of poor data quality to an organisation
Gartner ↗25%+of data and analytics employees estimate losses above $5M a year from poor data quality
Forrester, 2023 ↗40%of all operational data will be integrated across applications and platforms by 2027
IDC FutureScape 2026 ↗Leaders cannot agree on the numbers, because each system tells a different story. ERP holds orders and costs, MES holds what the line produced, CRM holds what sales promised, quality holds the defects, and spreadsheets hold everything in between. Reports are built by hand, late and contested.
Where many plants are today
Stage 1 · Data is fragmentedThe next stage
Stage 2 · A consolidated data foundationOne material, four systems, four versions of the truth
Raw data · before
| Source | Material | Description | Unit | Plant | Standard cost | Updated |
|---|---|---|---|---|---|---|
| SAP S/4HANA | 100-245 | HYD PUMP 2.2KW | EA | 1100 | ₹18,450 | Today |
| MES | P-100245 | Hydraulic pump 2,2 kW | PC | PUNE-1 | – | Yesterday |
| Quality system | 100245 | Pump hyd. 2.2 kw | Nos | Pune | – | 3 days ago |
| Planning spreadsheet | 100-245 | Hyd pump | Box (4) | P1 | ₹17,900 | Last month |
Four IDs, three units, three plant codes and two costs for the same pump.
Business-ready · after
| Golden record | Material | Description | Base unit | Plant | Standard cost | Quality score |
|---|---|---|---|---|---|---|
| Product: hydraulic pump | 100-245 | Hydraulic pump 2.2 kW | EA (1 box = 4 EA) | 1100 · Pune | ₹18,450 (S/4HANA is the owner) | 98% · 4 sources linked |
One golden record with linked sources, a unit conversion and a single owner for cost.
One KPI, three answers
Raw data · before
| Who asked | Q3 gross margin, pump family | Built from |
|---|---|---|
| Finance | 31.2% | S/4HANA, month-end close |
| Sales | 34.0% | CRM export, before freight and rebates |
| Plant | 29.5% | MES costs and a spreadsheet |
Three definitions of gross margin, built from different data at different times.
Business-ready · after
| Definition | Q3 gross margin, pump family | Built from |
|---|---|---|
| Net of freight, rebates and scrap; one owner: Finance | 31.2% | Margin data product, refreshed daily |
One definition, one owner, one refreshed data product.
MetricBeforeAfter
Time to build the monthly management packIllustrative
5 daysSame morningReports built by handIllustrative
426Material master duplicatesIllustrative
11%Under 1%Legacy custom solutions and interfacesReported
10 + 14RetiredData mart tablesReported
10057 (−43%)SAP sources
Non-SAP sources
Move
Platform
Business-ready data products
Used by
| Source | Data | How it moves | Latency | Watch out |
|---|---|---|---|---|
| SAP S/4HANA or ECC | Orders, deliveries, invoices, costs, stock, production orders | SAP Business Data Cloud or Datasphere, CDS views, table CDC or OData | Minutes to hourly | Not ODP-RFC to non-SAP targets (SAP Note 3255746) |
| SAP BW | History and existing KPIs | BDC data products, or one-off history load | One-off, then retire | Rebuild meaning, not just tables |
| Dynamics 365 or Oracle | Plants on another ERP | Native connectors or Fivetran | Hourly | Map to the same golden records |
| MES and quality | Output, scrap, defects, batches | Database CDC or APIs | 15 minutes | Plant and order keys must match SAP |
| CRM | Pipeline, quotes, service cases | APIs | Hourly | Customer IDs to the golden record |
| Spreadsheets | Plans, targets, supplier lists | Governed upload with validation | Daily | Retire them once the data product exists |
Choose the pattern your SAP licence, release and platform support; we confirm it in the assessment.
Opportunity
Single view of marginOpportunity
Inventory visibilityOpportunity
Supplier spend and qualityStart with three data products that leaders argue about today. When the argument stops, you know the foundation works.
| Role | Skills | People × allocation | Indicative rate per hour (USD) |
|---|---|---|---|
| Data architect | Lakehouse design, data modelling, governance on Microsoft Fabric, Snowflake or Databricks | 1 × 100% | $55–$75 |
| SAP data consultant | S/4HANA and ECC tables, CDS views, BW, SAP Datasphere and Business Data Cloud | 1 × 100% | $45–$65 |
| Data engineer | Pipelines, CDC, SQL and Spark, dbt; Data Factory, Snowpipe or Lakeflow | 2 × 100% | $30–$45 |
| Data quality and MDM specialist | Profiling, matching, golden records; SAP MDG or Informatica | 1 × 100% | $35–$50 |
| BI developer | Power BI or SAP Analytics Cloud, semantic models, KPI design | 1 × 50% | $28–$40 |
| Project manager | Agile delivery, scope, risk, steering reports | 1 × 50% | $35–$50 |
6 full-time equivalents. Indicative offshore rates for delivery from India and Vietnam, before taxes; onsite, US and Germany delivery are priced separately.
Assessment
Fixed price3 weeks · 15 working days$15k–$25kMaturity score, target architecture, data inventory (SAP and non-SAP), business case and a 12-month roadmap.
Pilot
Fixed scope and price12–16 weeksFrom the team plan in each postOne plant or one value stream live, with a baseline and a scorecard you sign off.
Pod
Time and materials, monthly3–9 people, 30 days’ noticeTeam × rate × monthsA cross-skilled pod that scales up or down as the roadmap moves.
Managed service
Monthly, SLA-basedRun and improve$8k–$20k a monthPipelines, data products, models and dashboards kept running and improving.
Outcome-linked
Part of the fee at riskAfter a measured baselineAgreed per KPIA share of the fee tied to downtime hours, forecast error or inventory days.
With trusted data in one place, the next question is speed: what is happening on the line right now? That is blog 2, the intelligent factory.
Sources and evidence
Analyst figures are quoted from the linked public summaries. “Reported” outcomes are individual customer results from published industry examples in our programme brief, not guarantees. Sample data, PGC Digital targets, rates and costs are illustrative planning figures.
Start with a 3-week assessment: maturity, SAP and non-SAP data inventory, architecture, business case and roadmap.
Home · Insights · Data & AI · Manufacturing
Blog 2 · Intelligent factory · Manufacturing data, AI and automation · by Vinod Kumar Beli with Sappy
How IoT, MES, cloud analytics and live dashboards let plants see performance, downtime, quality and energy as it happens, not three days later.
Line 3 stops at 02:10
Before
A press stops. The night shift restarts it twice and writes “machine problem” on paper.
The morning meeting learns about it from yesterday’s report, already 2–3 days old.
Nobody knows how many units were lost or which orders slip.
The same stop happens again.
After
The stop, its reason and the order it hits appear on the live line dashboard.
Maintenance gets an alert with the temperature and vibration trend.
Fixed. 37 minutes and 61 units lost, recorded automatically against the order.
The meeting starts from causes, not from finding out what happened.
say integrating supply chain and manufacturing is the most significant challenge ahead
Gartner survey, 2025 ↗30%of factories will configure and manage control systems centrally by 2029
IDC FutureScape 2026 ↗99%of manufacturers are investing in operations analytics and AI in 2025 and 2026
MESA and Tech-Clarity, 2025 ↗Plants run on information that is hours or days old. Downtime is discovered the next morning, scrap at the end of the shift, energy use at the end of the month. By then the cost is already paid.
Where many plants are today
Stage 2 · Consolidated, but insights are lateThe next stage
Stage 3 · Real-time visibilityMachine signals versus a business event
Raw data · before
| Time | Tag | Value | Context |
|---|---|---|---|
| 02:09:58 | PRS03.SPDL_TMP | 71.2 | None |
| 02:10:00 | PRS03.STATE | 0 | Code meaning unknown |
| 02:10:00 | PRS03.VIB_RMS | 9.8 | Unit missing |
| 02:10:01 | PRS03.CNT | 18,452 | No order, no material |
Tags, codes and numbers without meaning, order or unit.
Business-ready · after
| Event | Asset | Reason | Order and material | Impact | Action |
|---|---|---|---|---|---|
| 02:10 unplanned stop | Line 3 · Press PRS-03 | Hydraulic over-temperature (71 °C, vibration 9.8 mm/s) | 1000452 · 100-245 hydraulic pump | 37 min, 61 units | Maintenance alerted 02:11 |
One event with reason, order, material, impact and action.
Availability Ran 413 of 480 planned minutes
Performance Ran at 90% of ideal speed
Quality 97% good units first time
OEE 0.86 × 0.90 × 0.97
MetricBeforeAfter
Age of production informationReported
2–3 days10 minutesTime to detect an unplanned stopIllustrative
6 hours1 minuteStops with a recorded reasonIllustrative
35%95%OEE on the pilot lineIllustrative
68%75%SAP sources
Non-SAP sources
Move
Platform
Business-ready data products
Used by
| Source | Data | How it moves | Latency | Watch out |
|---|---|---|---|---|
| PLC and SCADA | Temperatures, vibration, counts, states | OPC UA or MQTT, edge gateway, IoT Hub or Event Hubs | Seconds | Plant network security; never write back to control systems without approval |
| MES (SAP or non-SAP) | Orders in progress, output, scrap | APIs, database CDC, SAP Digital Manufacturing APIs | Under a minute | Shared order and asset keys |
| SAP S/4HANA | Production and maintenance orders, materials, routings | Events and APIs; BDC or CDS views for history | Minutes | Keep SAP the owner of orders |
| Energy meters | kWh per machine and line | MQTT or meter APIs | Minutes | Map meters to assets |
| Quality systems | Inspection results, defects | APIs or CDC | 15 minutes | Link to batch and order |
Choose the pattern your SAP licence, release and platform support; we confirm it in the assessment.
Opportunity
Machine monitoring and downtimeOpportunity
Quality analyticsOpportunity
Energy optimisationOpportunity
Production trackingPick one line, one shift and three signals that explain most stops. A dashboard on everything first shows nothing clearly.
| Role | Skills | People × allocation | Indicative rate per hour (USD) |
|---|---|---|---|
| Solution architect (IIoT and data) | OT/IT architecture, streaming, edge, plant network security | 1 × 100% | $55–$75 |
| OT/IoT engineer | PLC, SCADA, OPC UA, MQTT, IoT Hub or Event Hubs, edge gateways | 2 × 100% | $40–$60 |
| Data engineer | Pipelines, CDC, SQL and Spark, dbt; Data Factory, Snowpipe or Lakeflow | 1 × 100% | $30–$45 |
| SAP manufacturing consultant | PP, QM, PM and SAP Digital Manufacturing | 1 × 50% | $45–$65 |
| BI developer | Power BI or SAP Analytics Cloud, semantic models, KPI design | 1 × 100% | $28–$40 |
| Project manager | Agile delivery, scope, risk, steering reports | 1 × 50% | $35–$50 |
6 full-time equivalents. Indicative offshore rates for delivery from India and Vietnam, before taxes; onsite, US and Germany delivery are priced separately.
Edge gateways, sensors and plant network work are quoted separately after the plant survey.
Assessment
Fixed price3 weeks · 15 working days$15k–$25kMaturity score, target architecture, data inventory (SAP and non-SAP), business case and a 12-month roadmap.
Pilot
Fixed scope and price12–16 weeksFrom the team plan in each postOne plant or one value stream live, with a baseline and a scorecard you sign off.
Pod
Time and materials, monthly3–9 people, 30 days’ noticeTeam × rate × monthsA cross-skilled pod that scales up or down as the roadmap moves.
Managed service
Monthly, SLA-basedRun and improve$8k–$20k a monthPipelines, data products, models and dashboards kept running and improving.
Outcome-linked
Part of the fee at riskAfter a measured baselineAgreed per KPIA share of the fee tied to downtime hours, forecast error or inventory days.
Seeing a stop in one minute is good. Knowing it will happen nine days before is better. That is blog 3, AI and predictive intelligence.
Sources and evidence
Analyst figures are quoted from the linked public summaries. “Reported” outcomes are individual customer results from published industry examples in our programme brief, not guarantees. Sample data, PGC Digital targets, rates and costs are illustrative planning figures.
Start with a 3-week assessment: maturity, SAP and non-SAP data inventory, architecture, business case and roadmap.
Home · Insights · Data & AI · Manufacturing
Blog 3 · AI and predictive intelligence · Manufacturing data, AI and automation · by Vinod Kumar Beli with Sappy
How machine learning improves forecasts, right-sizes inventory, predicts machine failures and recommends the next best action.
The bearing that warned us nine days early
Before
A press bearing fails mid-shift. Six hours down, an urgent part flown in.
Orders slip; overtime is booked to catch up.
Planners carry extra stock “just in case”, because forecasts miss by 25% or more.
After
The model sees vibration drifting above the normal pattern and raises failure risk to 82%.
A maintenance order is created in S/4HANA for the planned Saturday stop.
The bearing is replaced in 40 minutes. No unplanned stop.
Forecasts with ranges let planners hold less safety stock.
of manufacturers with a production scheduling system will add AI capabilities by 2026
IDC FutureScape 2026 ↗60%of manufacturers will use hyperscaler ecosystems to build and scale AI by 2027
IDC FutureScape 2026 ↗100%of manufacturers that deployed analytics and AI reported benefits; poor training data is the top obstacle
MESA and Tech-Clarity, 2025 ↗Dashboards tell you what happened. Planners and engineers still guess what will happen next: how much customers will order, which machine will fail, how much stock to hold. Guesses are expensive, so buffers grow.
Where many plants are today
Stage 3 · Real-time visibility, manual decisionsThe next stage
Stage 4 · Predictive and prescriptive intelligenceWeekly demand: spreadsheet versus model
Raw data · before
| Week | Actual units | Spreadsheet forecast | Error |
|---|---|---|---|
| W36 | 1,180 | 1,400 | 19% |
| W37 | 1,320 | 1,050 | 20% |
| W38 | 980 | 1,400 | 43% |
| W39 | 1,410 | 1,050 | 26% |
A flat forecast that misses by 19–43% each week.
Business-ready · after
| Week | Actual units | AI forecast (range) | Error | Driver the model found |
|---|---|---|---|---|
| W36 | 1,180 | 1,210 (1,120–1,300) | 3% | Dealer promotion |
| W37 | 1,320 | 1,290 (1,190–1,390) | 2% | Season |
| W38 | 980 | 1,040 (950–1,130) | 6% | Plant shutdown at a key customer |
| W39 | 1,410 | 1,360 (1,250–1,470) | 4% | Backlog recovery |
A forecast with a range, under 6% error on these weeks, and the driver behind each move.
MetricBeforeAfter
Forecast error (weekly, product family)Illustrative
27%12%On-hand inventoryReported
10080 (−20%)Inventory and scrap (food service example)Reported
10034 (−66%)Unplanned downtime on critical assetsIllustrative
10065 (−35%)Inventory in global production planningReported
100Under 40 (−60%+)SAP sources
Non-SAP sources
Move
Platform
Business-ready data products
Used by
| Source | Data | How it moves | Latency | Watch out |
|---|---|---|---|---|
| SAP S/4HANA (in) | Sales history, orders, materials, MRP, maintenance history | Data products from the foundation (BDC, CDS views) | Daily | Model training needs 2–3 years of clean history |
| Telemetry (in) | Vibration, temperature, load | Streaming from the factory layer | Seconds to minutes | Label past failures to train the model |
| CRM and market (in) | Pipeline, promotions, external signals | APIs and files | Daily to weekly | Licence terms for external data |
| SAP S/4HANA (out) | Planned orders, maintenance notifications, stock targets | Released APIs or SAP Build workflows, with approval | On demand | People approve; the model proposes |
Choose the pattern your SAP licence, release and platform support; we confirm it in the assessment.
Opportunity
Demand forecastingOpportunity
Predictive maintenanceOpportunity
Inventory optimisationOpportunity
Production schedulingA model nobody trusts is a dashboard with extra steps. Show the range, show the driver, and let planners overrule it, then learn from the overrule.
| Role | Skills | People × allocation | Indicative rate per hour (USD) |
|---|---|---|---|
| Data science lead | Forecasting, anomaly detection, experiment design, business framing | 1 × 100% | $50–$70 |
| Data scientist | Python, time series, ML; Azure ML, Databricks or Snowflake Cortex | 1 × 100% | $38–$55 |
| ML engineer (MLOps) | Feature store, MLflow, model monitoring, CI/CD | 1 × 100% | $38–$55 |
| Data engineer | Pipelines, CDC, SQL and Spark, dbt; Data Factory, Snowpipe or Lakeflow | 1 × 100% | $30–$45 |
| SAP planning and maintenance consultant | PP and MRP, MM, PM, IBP interfaces | 1 × 50% | $45–$65 |
| Change and adoption lead | Process change, training, KPI ownership with plant teams | 1 × 50% | $35–$50 |
| Project manager | Agile delivery, scope, risk, steering reports | 1 × 50% | $35–$50 |
5.5 full-time equivalents. Indicative offshore rates for delivery from India and Vietnam, before taxes; onsite, US and Germany delivery are priced separately.
Assessment
Fixed price3 weeks · 15 working days$15k–$25kMaturity score, target architecture, data inventory (SAP and non-SAP), business case and a 12-month roadmap.
Pilot
Fixed scope and price12–16 weeksFrom the team plan in each postOne plant or one value stream live, with a baseline and a scorecard you sign off.
Pod
Time and materials, monthly3–9 people, 30 days’ noticeTeam × rate × monthsA cross-skilled pod that scales up or down as the roadmap moves.
Managed service
Monthly, SLA-basedRun and improve$8k–$20k a monthPipelines, data products, models and dashboards kept running and improving.
Outcome-linked
Part of the fee at riskAfter a measured baselineAgreed per KPIA share of the fee tied to downtime hours, forecast error or inventory days.
When the model is trusted, the question becomes: why does a person still click every button? That is blog 4, the autonomous value chain.
Sources and evidence
Analyst figures are quoted from the linked public summaries. “Reported” outcomes are individual customer results from published industry examples in our programme brief, not guarantees. Sample data, PGC Digital targets, rates and costs are illustrative planning figures.
Start with a 3-week assessment: maturity, SAP and non-SAP data inventory, architecture, business case and roadmap.
Home · Insights · Data & AI · Manufacturing
Blog 4 · Value chain optimisation · Manufacturing data, AI and automation · by Vinod Kumar Beli with Sappy
How manufacturers move from insight to automated, approved decisions across procurement, production, inventory, logistics and customer fulfilment.
A supplier delay at 09:00, solved by 09:20
Before
A delay arrives by e-mail and waits in an inbox.
The planner rebuilds the impact by hand across three systems.
The customer finds out when the truck does not arrive.
After
The delay arrives as an SAP event.
An AI agent finds the impact and proposes three options with cost and risk.
The planner approves one option.
SAP is updated, the customer is told, the trail is kept.
of cross-functional supply chain management solutions will use intelligent agents by 2030
Gartner, 2025 ↗5%of organisations will make at least 10% of supply chain planning decisions autonomously by 2030
Gartner, 2026 ↗60%of manufacturers will use AI agents to manage hybrid-cloud workloads by 2030
IDC FutureScape 2026 ↗Read the second figure carefully: the technology is arriving faster than the trust. The winners will automate the many small, reversible decisions first, with people approving the big ones.
AI finds the risk; people still copy numbers between systems to act on it. Every hand-off adds hours, errors and customers who learn about problems last.
Where many plants are today
Stage 4 · AI insights, manual workflowsThe next stage
Stage 5 · AI-enabled automated workflowsThe same supplier delay, two ways
Raw data · before
| Time | What happened | Who |
|---|---|---|
| Day 1 · 09:00 | Supplier e-mails: steel castings delayed 6 days | Buyer inbox |
| Day 1 · 16:30 | Buyer reads it, forwards to planning | Buyer |
| Day 2 · 11:00 | Planner checks which orders are hit, in three systems | Planner |
| Day 3 | Customer learns about the delay when the truck does not arrive | Customer |
Three days from signal to customer, all by e-mail.
Business-ready · after
| Time | What happened | Who |
|---|---|---|
| 09:00 | Advance shipping notice changes: castings delayed 6 days | SAP event |
| 09:01 | Impact found: 3 production orders, 2 customer orders, ₹42 lakh revenue at risk | AI agent |
| 09:02 | Options: A wait (penalty risk), B second supplier +4% cost, C split delivery | AI agent |
| 09:05 | Planner approves B in one click | Planner |
| 09:06 | Purchase order created in S/4HANA, schedule updated, customer ETA confirmed | Automation |
| 09:20 | Case closed with an audit trail | System |
Twenty minutes from event to resolution, one human approval, full audit trail.
People find the problem and act
DashboardsThe system flags it; people act
Alerts with contextAI proposes options with cost and risk; people choose
Most decisions start hereAI acts after one approval, inside limits
Supplier delays, expedites, reordersAI acts alone on small, reversible decisions and reports
Low-value reorders, customer ETA updatesMetricBeforeAfter
Service order closureReported
7 days2 days (−70%)Supplier delay to customer updateIllustrative
3 days20 minutesManual hand-offs per exceptionIllustrative
91 approvalOrders fulfilled without touchIllustrative
20%65%SAP sources
Non-SAP sources
Move
Platform
Business-ready data products
Used by
| Source | Data | How it moves | Latency | Watch out |
|---|---|---|---|---|
| SAP S/4HANA (events in) | Delivery, order, stock and production changes | Business events through SAP Event Mesh or Advanced Event Mesh | Seconds | Subscribe to the events you act on, not all of them |
| Suppliers and carriers (in) | E-mails, EDI, tracking | EDI, APIs, AI extraction from e-mails | Minutes | Confirm extracted values above a threshold |
| Agents (decide) | Impact, options, cost and risk | Agents on your data platform with tools | Seconds | Guardrails, limits and evaluation logs |
| SAP S/4HANA (actions out) | Purchase orders, schedules, confirmations | Released APIs or SAP Build workflows | Seconds | Human approval above agreed limits; full audit trail |
Choose the pattern your SAP licence, release and platform support; we confirm it in the assessment.
Opportunity
Supplier risk managementOpportunity
Automated order fulfilmentOpportunity
Procurement automationOpportunity
Logistics exceptionsAutomate the decision you make fifty times a day and can reverse in a minute. Keep people on the ones you make twice a year.
| Role | Skills | People × allocation | Indicative rate per hour (USD) |
|---|---|---|---|
| Solution architect (AI and automation) | Agent design, event-driven integration, approvals and guardrails | 1 × 100% | $55–$75 |
| AI agent engineer | LLM agents, tool calling, retrieval, guardrails, evaluation | 2 × 100% | $45–$65 |
| Automation developer | Power Automate, SAP Build Process Automation, APIs, approval flows | 1 × 100% | $28–$40 |
| SAP order and procurement consultant | SD, MM, business events and APIs for orders and purchasing | 1 × 50% | $45–$65 |
| Change and adoption lead | Process change, training, KPI ownership with plant teams | 1 × 50% | $35–$50 |
| Project manager | Agile delivery, scope, risk, steering reports | 1 × 50% | $35–$50 |
5.5 full-time equivalents. Indicative offshore rates for delivery from India and Vietnam, before taxes; onsite, US and Germany delivery are priced separately.
Assessment
Fixed price3 weeks · 15 working days$15k–$25kMaturity score, target architecture, data inventory (SAP and non-SAP), business case and a 12-month roadmap.
Pilot
Fixed scope and price12–16 weeksFrom the team plan in each postOne plant or one value stream live, with a baseline and a scorecard you sign off.
Pod
Time and materials, monthly3–9 people, 30 days’ noticeTeam × rate × monthsA cross-skilled pod that scales up or down as the roadmap moves.
Managed service
Monthly, SLA-basedRun and improve$8k–$20k a monthPipelines, data products, models and dashboards kept running and improving.
Outcome-linked
Part of the fee at riskAfter a measured baselineAgreed per KPIA share of the fee tied to downtime hours, forecast error or inventory days.
Sources and evidence
Analyst figures are quoted from the linked public summaries. “Reported” outcomes are individual customer results from published industry examples in our programme brief, not guarantees. Sample data, PGC Digital targets, rates and costs are illustrative planning figures.
Start with a 3-week assessment: maturity, SAP and non-SAP data inventory, architecture, business case and roadmap.
Field guide · SAP data modernisation · by Vinod Kumar Beli with Sappy
Moving BW and HANA analytics to a lakehouse is easy to start and easy to get wrong. Keep the business meaning and the AI on top works.
Most SAP estates still run their analytics on SAP BW or HANA views. They work, but the data is locked to SAP reports, and the AI teams want it on Snowflake or Databricks. The risky part is not the copy. It is losing what the data means on the way.
Move the meaning first, then the rows. If the semantic layer is right, every dashboard and every AI answer on top is right too.
List BW objects, HANA views, reports and who uses them. Retire what nobody opens.
SAP Datasphere, CDC or replication tools land SAP tables and deltas in raw layers.
Rebuild keys, texts, hierarchies, conversions and time logic as a governed semantic layer.
Curated products with owners and SLAs: orders, inventory, customers, finance.
Semantic models for Cortex Analyst or Databricks Genie, then predictive models and agents.
Both work. Pick the platform your data and AI teams already run, and keep the SAP semantics portable. We staff pods for either: Snowflake with Snowpark and Cortex, or Databricks with Delta Lake, Unity Catalog and MLflow.
One question, one reply from a Data & AI lead.
A dashboard can tell you a truck is on the motorway. It cannot tell you whether the 10,000 cases on it will reach the right stores before the promotion starts, or what to do if they will not. That gap is where supply chains lose money.
Traditional BI
Where is it?A dashboard, then a manager investigates.
Predictive
Will it be late?An ML model gives a risk score.
Cortex AI
Why, and what can I do?Causes and ranked options from one plain-language question.
The magic is not the AI. It is having SAP orders, TMS shipments, GPS, weather and SLAs in one governed place, so the AI has something true to reason over.
Pick one lane, one customer segment and one question: “Which shipments will miss their window today?” Build the data products behind it, then the model, then the copilot. Measure on-time delivery, freight cost per case and shipments at risk from week one.
One question, one reply from a Data & AI lead.
Data and AI firms win more SAP-heavy work every quarter. The platform skills are in-house; the SAP skills often are not. Without someone who knows what a delivery, a billing document or a cost centre really means, the lakehouse fills with tables nobody trusts.
The FDE sits with your client, inside the programme. They turn business questions into backlog, unblock SAP data access, and make sure the pod builds what the client will actually use. Behind them, a 3–9 person pod in Bengaluru builds on a shared capacity view.
Your three hardest open roles and the client context. We propose names and skills.
Sprints in your standards, under your brand and your solution lead.
DataOps, monitoring and support once it is live.
Hand-over to your team or the client’s, with runbooks and training.
You keep the client and the solution. We bring SAP people who sit in the same stand-up as your data engineers.
Send us your three hardest open roles. We come back with a pod proposal, and agree a 90-day pod with a scorecard you sign off.
One question, one reply from a Data & AI lead.
Home · Insights · Enterprise Operations & GCC
Story · market history · by Vinod Kumar Beli with Sappy
How outsourcing moved from cheap labour to accountable outcomes, what buyers need now, and what changes by 2030.
In 1995, outsourcing meant moving a bookkeeping desk to a cheaper city. In 2026, it means an agent matching an invoice to a goods receipt in SAP while a person decides whether to pay the one that does not match. Same function. Completely different job.
Data entry, transaction processing, bookkeeping, call centres and basic IT support move to lower-cost locations.
Finance, HR, procurement and IT are standardised through offshore outsourcing and shared-service centres.
SAP, Ariba and cloud platforms enable end-to-end process delivery and workflow automation.
Resilient delivery, real-time reporting, data governance and specialised capability centres.
AI-assisted execution, agentic workflows, exception resolution and accountable business outcomes.
Every era kept the work and changed the question. First “how cheap?”, then “how standard?”, then “how connected?”. Now it is “who owns the outcome?”.
Sources: Grand View Research, finance & accounting BPO market ↗ · Grand View Research, procurement as a service market ↗ · Nasscom & Zinnov, India GCC Landscape 2026 ↗. Different definitions; not additive.
This is PGC Digital’s view, not a cited forecast.
Ask every provider three questions: which SAP processes will you run, which numbers will you be paid on, and how will I see them every week? The answers separate a staffing vendor from an operations partner.
One short form. Our operations lead replies.
Home · Insights · Enterprise Operations & GCC
For CFOs and CPOs · by Vinod Kumar Beli with Sappy
Why finance and procurement operations should be priced on outcomes, and how to make the switch without risk.
Most finance outsourcing contracts are priced on people: so many FTEs at so much per month. The CFO pays the same whether invoices take two minutes or twenty. When automation makes the team faster, the provider’s revenue falls, so nobody pushes for it.
A supplier invoice lands by email as a PDF. Captured and read automatically
Three-way match against PO and goods receipt in SAP. Most pass first time
Price differs from the PO by 4%. Agent gathers PO, contract and history
An AP specialist approves or rejects with the evidence in front of them. Human judgement, logged
Posted in SAP, paid on terms, supplier told. Cost per invoice falls as touchless rate rises
Illustrative flow.
Pay me per invoice, with a quality threshold. Then every hour I save with automation is a better price for you next year, not a smaller invoice for me.
Contract values can fall even as productivity rises. That is the point: you buy results, and the provider earns more by doing more, not by sitting more people in seats.
One short form. Our operations lead replies.
Home · Insights · Enterprise Operations & GCC
For GCC leaders · by Vinod Kumar Beli with Sappy
How build-operate-transfer gets you your own centre in India without building every piece yourself.
A global manufacturer decides it wants its own capability centre in India: finance operations, SAP support, a data team, an AI CoE. Building it alone means an entity, a hiring engine, processes, tools and governance, all before the first invoice is processed.
Location, business case, operating model and governance
Talent, process setup, SAP, data and AI capability, tools
Run to SLAs, stabilise, improve
Documented handover of people, processes and governance
Start with one team that works, not an empty building. Grow it into a centre, then hand it over with everything written down.
When the capability is strategic, the volume is lasting, and you want to own it in the end. If not, a managed service or an outcome contract gets you the result with less to manage.
One short form. Our operations lead replies.
Home · Case studies
Proof, labelled honestly
Delivered work from across the PGC Digital group, partner engagements, and illustrative cases that show our method with sample figures. Client names are left out.
Full case studies
Each card says what kind of evidence it is: a PGC Digital engagement, a public SAP customer story, or an illustrative case.
Food & beverage · global
Manufacturing
Manufacturing · HVAC
Manufacturing · Tyres
Retail pharmacy · Saudi Arabia
Industrial machinery · Germany
Global finance operations
US technology companies
Travel & payments
BFSI
FMCG / CPG
Healthcare / Pharma
Telecom
Logistics / 3PL
“Delivered” cases are group-level engagements. “Illustrative” cases use sample data and figures to explain the approach; replace them with your own baseline in discovery.
Tell us which case is closest. We will show you how we would approach it with your data.
Home · Case studies · SKU chaos to warranty recovery
Case study · Manufacturing · illustrative, built from sample supplier data
Duplicate supplier SKUs block warranty recovery. The fix runs from master data to AI, in that order.
Sappy explainsImagine one head lamp saved five times under five names. When it fails, nobody knows which supplier made it, so nobody gets the money back. We don’t start with AI. We start by giving that lamp one name.
15 sample supplier records become 4 clusters and 5 governed SKUs. Similar names are only candidates: each match is checked against part number, specification, unit of measure, manufacturer, BOM usage and engineering revision.
The machine that cleans the existing mess without deleting a single record.
AI later learns from the stewards’ decisions to sharpen these bands. No SKU is ever deleted: old SKUs are classified, mapped, retired from new transactions and kept for history.
Five supplier SKUs point to one governed SKU. The originals stay as cross-references, so old POs, invoices, goods receipts, warranty claims and costs keep their history.
| Field | Value (sample) |
|---|---|
| Golden SKU | OEM-EL-100045 |
| Standard name | Head Lamp Assembly |
| Family / category | Electrical · Lighting |
| Unit | EA |
| Supplier SKUs | SUP-1001, SUP-1004 (A) · SUP-1002 (B) · SUP-1003 (C) · SUP-1005 (D) |
| Legacy names | Head Lamp / Front Lamp / Tractor Headlight / HL Assembly / Light - Front |
| BOM usage | Tractor X-Series |
| Warranty | 24 months |
| Status | Active |
Supplier → Supplier SKU → MDM cross-reference → Golden SKU
BOM → PR → PO → GR → Batch / lot → Tractor serial
C4C warranty claim → Failed component → Supplier contract → Liability → Recovery
Part number, manufacturer, unit, category, specification
Name, description and attribute similarity
Trained on steward-approved matches
Explains each suggested match in plain language
AI detects, steward approves, SAP, purchasing and C4C are updated
Sample GenAI note to the data steward“SUP-1002 and SUP-1004 are potential matches to OEM-EL-100045 because the normalised description, manufacturer, category, unit and BOM usage align. Engineering specification comparison is still required.”
Remove the existing master-data mess.
Make the business traceable.
Find leakage automatically.
Illustrative case built from sample supplier data. Actual reduction is only known after profiling the source data. Product codes are anonymised.
Proof and reading
Food & beverage · global
Case study →Illustrative · sample figuresManufacturing
Case study →Illustrative · sample figuresBFSI
Case study →Insight · Sappy explainsStart with a data health check. We profile a sample of your records and show the real duplicate rate before anyone promises a number.
Four kinds of work open at every transition on the journey.
The seven practices
Customer problem Legacy data and applications that are costly to run, hard to change and short of skills.
Ecosystem IBM IMS, Db2, Oracle, SAP BW → Snowflake, Databricks, SAP HANA
Outcome Lower TCO and an AI-ready data foundation.
Customer problem Fragmented enterprise data across ERP, CRM, MES and SaaS apps.
Ecosystem Informatica, SAP Integration Suite, Fivetran, Boomi
Outcome One connected, trusted data flow across the business.
Customer problem Slow, conflicting reports and no single version of the truth.
Ecosystem Snowflake, Databricks, BigQuery, Microsoft Fabric
Outcome Faster, trusted decisions from one analytics platform.
Customer problem SAP data stranded in old BW and ECC as the business moves to S/4HANA and RISE.
Ecosystem SAP BW/4HANA, SAP Datasphere, SAP BTP, S/4HANA
Outcome SAP data that is modern, clean-core and ready for AI.
Customer problem Data not AI-ready; models stuck in pilots and never reach production.
Ecosystem Databricks, Snowflake, Azure, AWS, GCP
Outcome Prediction and optimisation running inside operations.
Customer problem Enterprise knowledge locked in documents, tickets and experts’ heads.
Ecosystem OpenAI, Azure AI, AWS Bedrock, Databricks
Outcome Natural-language access to enterprise knowledge.
Customer problem People still interpret insights and execute every workflow by hand.
Ecosystem OpenAI, Microsoft Copilot, Salesforce Agentforce, ServiceNow
Outcome Autonomous, governed execution of business processes.
Industry fitment
Data Integration and AI & Data Platform fit everywhere, so they make strong entry offers. SAP Data Transformation leads in manufacturing and energy, where SAP estates dominate.
| Practice | Manufacturing | Retail / eCommerce | BFSI | Healthcare / Pharma | Logistics / 3PL | Telecom | Energy / Utilities |
|---|---|---|---|---|---|---|---|
| P1 Legacy Data Modernization | High | Medium | High | Medium | Low | High | Medium |
| P2 Data Integration | High | High | High | High | High | High | Medium |
| P3 Data & Analytics | Medium | High | High | Medium | Medium | High | Medium |
| P4 SAP Data Transformation | High | Medium | Low | Medium | Medium | Low | High |
| P5 AI & Data Platform | High | High | High | Medium | High | High | High |
| P6 GenAI / RAG | Medium | High | High | High | Medium | Medium | Medium |
| P7 Agentic Enterprise | High | High | Medium | Medium | High | High | High |
Indicative: High = lead offer, Medium = attach, Low = opportunistic.
Industry playbooks
Grey is a sample baseline, colour a sample target after the journey. We agree your real baseline and target up front, then report against them.
Outcome Less downtime, less scrap, lower cost per unit.
Designated pod: 9 people · led by an SAP Integration / Data Architect (L4)
Outcome Bigger baskets, fewer stock-outs, higher promotion ROI.
Designated pod: 8 people · led by a Lead Data Engineer / Data Architect (L4)
Outcome Lower fraud loss, faster lending, cheaper compliance.
Designated pod: 8 people · led by a Lead Data Engineer / Data Architect (L4)
Outcome Better patient outcomes and right-first-time batches.
Designated pod: 7 people · led by an SAP Integration / Data Architect (L4)
Outcome On-time delivery at lower cost.
Designated pod: 8 people · led by a Lead Data Engineer / Data Architect (L4)
Outcome Lower churn and revenue leakage.
Designated pod: 8 people · led by a Lead Data Engineer / Data Architect (L4)
Outcome Fewer outages, lower losses, faster crews.
Designated pod: 7 people · led by an SAP Integration / Data Architect (L4)
All KPI figures are illustrative samples for workshops, not client results.
Proof and reading
Food & beverage · global
Case study →Illustrative · sample figuresManufacturing
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Tell me where you are on the data journey and I will name the entry practice and the next step after it.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Tell us your current step. We will name the entry practice, the first statement of work and the next step after it.
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What we do in AI · Value-to-Autonomy
We raise AI one level at a time: assist, recommend, execute, orchestrate, then act on its own inside guardrails the business sets. Pick an industry to see what each level does, what the person still owns, and the arithmetic behind the value.
Built for the people who decide
Every buyer asks a different first question. Start with yours; the six levels and the industry stories below answer it in your terms.
“Where do my people lose the most hours, and what would they do instead?”
“What does each level return, and what does it cost to run?”
“Will this keep our SAP core clean, secure and supportable?”
“Do we have the people to build and run it, and is AI fair in hiring?”
“Can it act before the stock-out or the breakdown, not after?”
“How do we buy this without a big-bang bet?”
Choose a category
One question, six levels of autonomy — and the arithmetic that separates them.
A demand planner opens Monday with 22,000 packs of gap between forecast and reality, eleven per cent of Bengaluru stores already out of stock, and a supplier seven days away. What happens next depends entirely on how much decision authority the AI has been given.
Value chain
SAP and data stack
Sample situation
Pick a level of autonomy
People search, compare and retype. AI is not in the loop.
Three planners pull POS, secondary sales, stock and promo calendars into a spreadsheet each Monday. By the time the picture is assembled, the week is a third gone and the stock-outs have already cost the shelf.
The person’s role Everything. The planner is analyst, decision-maker and data-entry clerk.
KPI to watch Analysis hours per week
The arithmetic (sample inputs)
40 SKUs × 12 clusters × 9 min ÷ 60
72.0 hours / week
This is the baseline every level below is measured against.
AI explains, summarizes, searches and prepares work; a person decides.
The planner asks the question in plain language. The assistant reads POS, orders, stock-outs, promotions and weather and returns a ranked explanation with the evidence attached — in seconds, not a morning.
Why did instant noodles 70g demand fall in Bengaluru last week?
Demand down 18.3% vs plan (98k vs 120k). Largest contributors: 11% of stores out of stock from Wednesday (−13.1k packs), competitor promo in 3 clusters (−5.4k), rain-led footfall dip (−3.5k).
The person’s role Planner decides what to do with the explanation.
KPI to watch Time saved
The arithmetic (sample inputs)
72h × (1 − 25%) × ₹900 × 4.3 weeks
₹2.1 L ₹ / month
L1 buys back analyst time. It does not yet change a single business decision.
AI predicts, scores, prioritizes and proposes the next best action; a person approves.
The model forecasts demand at SKU-store level and proposes where to push stock and where to pull back. The planner sees the drivers and approves or rejects each line.
Forecast next week by store cluster and tell me where to reallocate.
Raise replenishment for 42 high-risk stores (+16.8k packs). Reduce 19 slow-moving stores (−7.2k). Working-capital impact neutral. Expected stock-out drop: 11% → 6.4%.
The person’s role Planner approves the proposal line by line.
KPI to watch Forecast accuracy · stock-out %
The arithmetic (sample inputs)
120,000 packs × (18.3% − 9.5%) × ₹4.2
₹44,352 ₹ / week recovered
Accuracy only converts to money when someone acts on it — which is why L2 alone plateaus.
AI performs defined actions after approval or within pre-approved rules.
Once approved, the agent creates the replenishment proposals and stock-transfer requests itself, inside thresholds the business set. The planner handles exceptions only.
Create the approved replenishment and STOs within threshold.
218 of 247 proposals created automatically (88% straight-through). 29 exceptions routed: 21 over value threshold, 8 missing source stock.
The person’s role Exception owner. Anything over threshold still needs a person.
KPI to watch Straight-through processing %
The arithmetic (sample inputs)
247 txns × 88% × 6 min ÷ 60 × ₹900 × 4.3
₹84,118 ₹ / month
STP% is the most honest measure of whether L3 is real or theatre.
AI coordinates systems, teams, tasks and exceptions to reach an outcome.
The agent now runs the whole chain: demand plan, supply plan, warehouse allocation, transport booking and the note to the account manager when a customer will be short. Humans govern and take the exceptions.
Resolve this week's Bengaluru supply exceptions end to end.
Re-planned 42 stores, allocated from WH-BLR02, booked 3 transport slots, notified 2 key accounts of partial fill. 6 exceptions escalated: 4 credit, 2 transport capacity.
The person’s role Governance and exceptions. Nobody coordinates by email.
KPI to watch End-to-end cycle time
The arithmetic (sample inputs)
₹4.6L exposed × (96h − 26h) × 0.33%/h × 22% margin
₹23,377 ₹ / week protected
Only the revenue actually exposed to an exception can be protected — not the whole week's sales. Cycle time is the L4 currency: coordination removed, not clicks removed.
AI senses, decides, acts and learns inside explicit business guardrails.
Inside policy limits — margin floor, inventory ceiling, customer contracts — the agent senses demand shifts, reallocates, triggers replenishment and escalates only what breaches a guardrail. A kill switch and full audit trail sit around it.
(no prompt — continuous)
Last 7 days: 1,914 autonomous actions · 37 escalations · 0 guardrail breaches · stock-out 11% → 3.8% · inventory days 41 → 34.
The person’s role Policy owner and auditor. Sets the limits; reviews the log.
KPI to watch Business outcome + guardrail adherence
The arithmetic (sample inputs)
₹19.8Cr × (6.4% − 3.8%) × 22%
₹11.3 L ₹ / year
L2 already moved stock-out from 11% to 6.4%, so L5 is only credited with the 6.4% → 3.8% it adds on top. Counting the whole 11% → 3.8% here would bill the same improvement twice.
Guardrails
Margin floor, inventory ceiling, per-order value threshold and customer contract terms expressed as machine-enforceable guardrails, with rollback and kill-switch on every autonomous workflow.
KPIs we report against
Trade spend, cannibalisation and the six levels between a spreadsheet and a self-optimising promo calendar.
A ₹1.8 lakh trade spend on a 500g cereal pack at a large retailer. The uplift forecast says 32%. The commercial manager has four days to approve it and no reliable way to see what it steals from the rest of the basket.
Value chain
SAP and data stack
Sample situation
Pick a level of autonomy
People search, compare and retype. AI is not in the loop.
Twelve past promotions, four regions, three customers — reconciled by hand across planning exports and finance actuals. The post-mortem lands after the next promotion is already committed.
The person’s role Analyst assembles, commercial manager guesses.
KPI to watch Days to evaluate a promotion
The arithmetic (sample inputs)
48 promos × 5h × ₹1100
₹2.6 L ₹ / quarter in evaluation effort
Baseline effort — before a single decision improves.
AI explains, summarizes, searches and prepares work; a person decides.
The assistant summarises the last twelve promotions by customer, SKU, region and incremental margin, and flags the three that lost money once trade spend was loaded.
Summarise last 12 promotions by customer and incremental margin.
12 promotions · ₹21.6L trade spend · ₹24.1L incremental contribution. 3 negative: Cereal 500g South (−₹1.2L), Biscuit 200g West (−₹0.6L), Juice 1L East (−₹0.3L).
The person’s role Commercial manager reads and decides.
KPI to watch Time saved
The arithmetic (sample inputs)
240h × (1 − 30%) × ₹1100
₹1.8 L ₹ / quarter
Nothing has changed commercially yet. Only the clock.
AI predicts, scores, prioritizes and proposes the next best action; a person approves.
Every proposed promotion is scored against baseline demand, cannibalisation, trade spend, competitor activity and expected margin — with the drivers shown, so the manager can argue with the model.
Score the Cereal 500g promotion at −15% for next month.
Predicted uplift 32% → net 23% after 9% cannibalisation. Incremental contribution ₹2.4L on ₹1.8L spend. ROI 1.33. Recommend −12% instead: ROI 1.71.
The person’s role Manager approves, adjusts or rejects.
KPI to watch Trade-spend ROI
The arithmetic (sample inputs)
(10,000 units × 4 wk × (32% − 9%) × ₹26) − ₹180,000 spend = gross ₹2,39,200 · ROI 1.33x
₹59,200 ₹ net incremental contribution
Move cannibalisation from 9% to 20% and watch a "profitable" promo invert. That single number is why L2 matters.
AI performs defined actions after approval or within pre-approved rules.
Approved price and promotion instructions are written into the planning and workflow systems by the agent, with the approval reference attached to each record.
Create the approved promotions for next month.
31 of 34 promotion records created (91% straight-through). 3 held: 2 below margin floor, 1 missing customer contract reference.
The person’s role Exception owner for anything touching a floor.
KPI to watch STP % · setup errors
The arithmetic (sample inputs)
(34 × 91% × 22min ÷ 60 × ₹1100) + (4 errors × ₹35,000)
₹1.5 L ₹ / month
In CPG the avoided error usually dwarfs the avoided effort.
AI coordinates systems, teams, tasks and exceptions to reach an outcome.
Demand plan, customer promotion, inventory, production and distribution move together. When a promotion will outrun supply, the agent routes it to commercial and supply before the retailer notices.
Coordinate next month's promo calendar against supply.
4 promotions exceed available supply in weeks 2–3. Production re-sequenced for 2, start date shifted for 1, 1 escalated to the customer team. Fill-rate risk 12% → 4%.
The person’s role Governance and exceptions.
KPI to watch Fill rate · cycle time
The arithmetic (sample inputs)
₹240L × (12% − 4%) × 26%
₹5.0 L ₹ / month protected
A promotion you cannot supply is a marketing cost with a customer penalty attached.
AI senses, decides, acts and learns inside explicit business guardrails.
Within approved price floors, margin floors, inventory constraints and customer contracts, the agent continuously tunes promotion depth and replenishment, and escalates only breaches.
(no prompt — continuous)
Quarter: 412 promotion adjustments · 0 price-floor breaches · trade-spend ROI 1.29 → 1.68 · markdown 3.1% → 1.9%.
The person’s role Policy owner and auditor.
KPI to watch Trade-spend ROI · markdown
The arithmetic (sample inputs)
₹4.2Cr × (1.68x − 1.29x)
₹1.64 Cr ₹ / year incremental contribution
Trade spend here is ₹4.2 Cr against ₹28.8 Cr of annual promo revenue — about 15%, which is the range this works in. On a budget that size, 0.1x of ROI is worth more than the entire automation business case.
Guardrails
Price floor, margin floor, customer contract terms and inventory constraint as hard guardrails; every autonomous adjustment logged against the approving policy.
KPIs we report against
What each level of autonomy does to time-to-submit — and where a human must never be removed.
A recruiter opens a requisition for an SAP EWM consultant with five years and S/4HANA exposure. One hundred and twenty applicants. A target turnaround of ten days. A hiring manager who will read three profiles, not thirty.
Value chain
SAP and data stack
Sample situation
Pick a level of autonomy
People search, compare and retype. AI is not in the loop.
The recruiter reads CVs one by one, chases the hiring manager for feedback, and rebuilds the pipeline status in a spreadsheet before every review call.
The person’s role All of it, including the retyping.
KPI to watch Time-to-submit
The arithmetic (sample inputs)
120 CVs × 7 min ÷ 60 × 18 reqs × ₹800
₹2.0 L ₹ / month on screening alone
Before any judgement improves — this is just reading.
AI explains, summarizes, searches and prepares work; a person decides.
The assistant summarises the requisition, explains which skills the pipeline is missing, and consolidates interview feedback the hiring manager left in four different places.
Summarise this requisition and where the pipeline is weak.
120 applicants · 31 have EWM, 12 have EWM + S/4HANA + 5 yrs. Gap: 9 of 12 lack the go-live experience the manager asked for in feedback on 2 prior candidates.
The person’s role Recruiter decides who to screen.
KPI to watch Time saved
The arithmetic (sample inputs)
252h × (1 − 35%) × ₹800
₹1.3 L ₹ / month
Keep the residual honest. In hiring, 0% residual is a compliance problem, not an achievement.
AI predicts, scores, prioritizes and proposes the next best action; a person approves.
Candidates are ranked against requirements, skills evidence, availability and compensation band, with the match factors written out so recruiter and manager can challenge them.
Rank candidates for this requisition and show why.
Top 8 surfaced. #1: EWM 6 yrs, 2 S/4HANA go-lives, available in 15 days, within band. Match factors shown per candidate. 4 previously rejected profiles excluded with reason.
The person’s role Recruiter and manager approve the shortlist. Selection stays human.
KPI to watch Shortlist precision
The arithmetic (sample inputs)
54 × [(1−22%) − (1−41%)] × 1.2h × ₹2200
₹27,086 ₹ / month of manager time recovered
Precision protects the scarcest resource in hiring: the hiring manager's attention.
AI performs defined actions after approval or within pre-approved rules.
Interviews are scheduled, approved communications sent, tasks created and statuses updated by the agent. The recruiter writes none of it twice.
Schedule the approved shortlist and update the requisition.
8 interviews scheduled across 3 panels · 8 candidate emails sent from approved templates · ATS statuses updated · 2 conflicts routed to recruiter.
The person’s role Exception owner; all candidate-facing content pre-approved.
KPI to watch Time-to-schedule · STP %
The arithmetic (sample inputs)
210 × 86% × 9 min ÷ 60 × ₹800
₹21,672 ₹ / month
Scheduling is the least glamorous and most reliably automatable part of hiring.
AI coordinates systems, teams, tasks and exceptions to reach an outcome.
Recruiter, hiring manager, panel, candidate, background check and onboarding move as one workflow. The agent chases; nobody waits on an email that was never sent.
Run the EWM requisition end to end.
TAT 19 days → 11. Background check triggered on offer acceptance, onboarding tasks created, IT assets requested. 3 exceptions: 1 band deviation, 2 panel reschedules.
The person’s role Governance and exceptions; sensitive decisions stay with people.
KPI to watch Time-to-fill · cost per vacancy day
The arithmetic (sample inputs)
22 vacancies × (19d − 11d) × ₹6,500
₹11.4 L ₹ / month
For billable roles, cost per vacancy day is revenue, not overhead.
AI senses, decides, acts and learns inside explicit business guardrails.
For defined high-volume roles only, the agent continuously sources, matches, schedules and progresses candidates — routing every sensitive decision, band deviation and adverse action to a human.
(no prompt — continuous, scoped roles only)
Quarter: 640 candidates progressed autonomously · 100% of offers human-approved · bias evaluation run weekly · 0 automated rejections on protected attributes.
The person’s role Policy owner and auditor. Offers, rejections and any adverse action remain human decisions.
KPI to watch Quality of hire · guardrail adherence
The arithmetic (sample inputs)
(264÷18 − 264÷34) recruiters × ₹11.0L
₹75.9 L ₹ / year of recruiter capacity released
Released capacity should be redeployed to hard-to-fill roles, not simply removed. That is how the business case survives contact with the team.
Guardrails
No autonomous rejection, no autonomous offer, no decision on protected attributes. Weekly bias evaluation, full decision log, and a scoped role list only the policy owner can extend.
KPIs we report against
From downtime post-mortems to guardrailed autonomy on a single filling line.
Line Filling-03 at plant BLR01 runs at 71% OEE and loses 9.5 hours a week to unplanned stops. The model puts failure probability at 82%. The spare is on the shelf. There is a maintenance window at 02:00 Sunday. Everything now depends on who — or what — is allowed to book it.
Value chain
SAP and data stack
Sample situation
Pick a level of autonomy
People search, compare and retype. AI is not in the loop.
Downtime is explained on Monday from a shift log and three operators' memories. Maintenance is calendar-based, so the line stops whether or not it needed stopping.
The person’s role Everything, retrospectively.
KPI to watch Unplanned downtime hours
The arithmetic (sample inputs)
9.5 h/week × ₹42,000 × 52
₹2.07 Cr ₹ / year lost to unplanned stops
The number nobody puts on a slide, because it is the size of the prize.
AI explains, summarizes, searches and prepares work; a person decides.
The assistant explains the top downtime causes and summarises quality defects by line, shift, material and machine — with the underlying records one tap away.
Explain top downtime causes on Filling-03 this month.
42.3 h downtime. Top causes: seal failure 14.1 h (3 events), changeover overrun 9.8 h, material starvation 7.2 h. Night shift accounts for 61% of seal events.
The person’s role Engineer decides what to investigate.
KPI to watch Time to root cause
The arithmetic (sample inputs)
26 × (3.5h − 0.8h) × ₹1,400
₹98,280 ₹ / month
Faster root cause is worth little until it changes when you intervene — that is L2.
AI predicts, scores, prioritizes and proposes the next best action; a person approves.
The model predicts failure, and recommends the window, the spare and the production re-sequence that costs least. The planner sees the confidence and the cost of being wrong.
What will fail this week and when should we take it down?
Filling-03 seal failure probability 82% within 9 days. Recommended window Sunday 02:00–04:00 (lowest scheduled load). Spare in stock. Re-sequence 2 orders to Filling-01. Avoided unplanned stop: ~6.4 h.
The person’s role Planner approves the window and the re-sequence.
KPI to watch Prediction precision · avoided downtime
The arithmetic (sample inputs)
18 events × 74% × (6.4h − 2h) × ₹42,000
₹24.6 L ₹ / year avoided
The saving is never the whole stop — it is the difference between an unplanned one and a planned one.
AI performs defined actions after approval or within pre-approved rules.
After approval and inside thresholds, the agent raises the maintenance notification and work order, reserves the spare and books the technician.
Create the approved maintenance work order and reserve the spare.
WO 4000112 created · pump seal kit reserved from BLR01 store · technician assigned Sunday 02:00 · quality task linked. 1 exception: second spare below reorder point.
The person’s role Exception owner; anything outside threshold is human.
KPI to watch STP % · schedule adherence
The arithmetic (sample inputs)
180 WOs × 84% × 14 min ÷ 60 × ₹1,200
₹42,336 ₹ / month
Effort saving, honestly measured. The real money is one level up.
AI coordinates systems, teams, tasks and exceptions to reach an outcome.
Maintenance, production scheduling, spare availability, warehouse movement and technician assignment are coordinated as one outcome. The agent moves the plan; it does not send a meeting invite.
Orchestrate Sunday's maintenance against the production plan.
Window confirmed. 2 orders re-sequenced to Filling-01, 1 deferred. Spare picked and staged. Technician and QA aligned. Schedule adherence impact −0.4%. 2 exceptions escalated.
The person’s role Governance and exceptions.
KPI to watch OEE · schedule adherence · MTTR
The arithmetic (sample inputs)
6,200 h × (78% − 71%) × ₹42,000
₹1.82 Cr ₹ / year
One OEE point on a loaded line is usually worth more than the entire AI programme.
AI senses, decides, acts and learns inside explicit business guardrails.
For selected assets only, the agent continuously tunes maintenance intervals and operating parameters inside safety, quality and production guardrails — with a kill switch wired to the line.
(no prompt — continuous, scoped assets only)
90 days: 3,410 parameter adjustments · 0 safety-guardrail breaches · unplanned downtime 9.5 → 4.1 h/week · first-pass yield 94.2% → 96.8% · MTBF +38%.
The person’s role Policy owner, safety officer and auditor. Safety limits are never model-set.
KPI to watch OEE · MTBF · first-pass yield · guardrail adherence
The arithmetic (sample inputs)
[(5.5−4.1) h × 52 × ₹42,000] + [₹26.0Cr × (96.8% − 94.2%)]
₹98.2 L ₹ / year (downtime + scrap)
L4 already banked most of the downtime gain through the OEE improvement, so L5 is credited only with 5.5 → 4.1 h/week plus the yield it adds. Safety guardrails are set by engineers and enforced by the platform — autonomy is granted inside them, never over them.
Guardrails
Safety envelope, quality specification and production constraint as hard limits set by engineering; continuous drift monitoring, full parameter audit trail, and a rollback / kill switch on every autonomous loop.
KPIs we report against
All figures are illustrative demo data. Actual value depends on the process, volumes and implementation. Product names are generic.
How an AI engagement runs
| Stage | Autonomy | You get | Commercial model | Move on when |
|---|---|---|---|---|
| Discover | Value and data assessment | AI opportunity map and baseline | Fixed assessment | Use case and KPI approved |
| Pilot | L1 / L2 copilot | Working prototype and evaluation | Fixed or milestone | Accuracy and adoption threshold |
| Production | L2 / L3 | Production agent and workflow | Implementation and managed service | SLA and business KPI |
| Scale | L3 / L4 | Multi-process orchestration | Platform and managed service | Cross-process benefit |
| Autonomy | L4 / L5 | Governed autonomous operations | Outcome or capacity model | Closed-loop KPI sustained |
AI · Value to Autonomy
Pick the process where your people search, compare and retype the most. That is where we start, one level at a time.
Vinod Kumar BeliChairman and Managing Director · SAP CX · PGC Digital
+1 (732) 784-4063+44 07861 958510+91 81054 78242Vinod.b@us.pgcdigital.aiVinod.b@in.pgcdigital.aiLinkedIn ↗
Pick the process where people search, compare and retype the most. We baseline it, then raise it one level at a time.
Insights and case studies for this service
Startseite · Länder · Deutschland
Europa · Geplante Gesellschaft
Vertrieb und Kundenbetreuung für Europa aus Frankfurt am Main. Umsetzung durch unsere Delivery-Zentren in Indien und Vietnam.
Ihr Team in Deutschland
Bis zur Gründung der PGC Digital GmbH im Januar 2028 laufen Verträge über unsere Gruppengesellschaften; Fachkräfte werden über Deel oder Partner mit Erlaubnis beschäftigt.
Leistungen vor Ort
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Beschäftigungs- und Einsatzmodelle in Deutschland
| Modell | Bedeutung | Arbeitgeber oder Vertragspartner | Geeignet für |
|---|---|---|---|
| Festanstellung | Arbeitsverhältnis mit gesetzlicher Sozialversicherung und dem Schutz des deutschen Arbeitsrechts. | PGC Digital GmbH ab Januar 2028, oder Deel | Langfristige Einsätze und lokale Rollen |
| Freiberufler | Selbstständige Fachkraft. Jeder Einsatz wird auf Scheinselbstständigkeit geprüft; ein Statusfeststellungsverfahren bei der Deutschen Rentenversicherung ist möglich. | Die Fachkraft selbst | Klar abgegrenzte Expertenaufgaben |
| Werkvertrag | Wir schulden ein definiertes Ergebnis und steuern unser eigenes Team; die Weisungsbefugnis bleibt bei PGC Digital. | PGC Digital | Festpreis-Ergebnisse |
| Arbeitnehmerüberlassung (AÜG) | Wer nach Weisung des Kunden arbeitet, braucht einen Verleiher mit Erlaubnis. Einsätze sind grundsätzlich auf 18 Monate begrenzt; Equal Pay gilt in der Regel nach neun Monaten. | Verleiher mit Erlaubnis oder Employer of Record | Fachkräfte in Ihrem Team |
Lohnabrechnung und Compliance
Onboarding, lokale Verträge, Lohnabrechnung und Offboarding laufen über Deel, unseren globalen Partner für Payroll und Compliance. Sie erhalten trotzdem einen Rahmenvertrag und eine konsolidierte Rechnung von PGC Digital.
So arbeitet Deel mit uns (Englisch) →Allgemeine Informationen zur Planung, keine Rechts- oder Steuerberatung. Das passende Modell wird für jeden Einsatz mit lokalen Beratern bestätigt.
Nennen Sie uns Rollen, Startdatum und gewünschtes Modell. Wir antworten mit einem Angebot oder passenden Kandidaten.
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