Project
Omnichannel Commerce Platform Implementation
Client
Services
SAP CX
SAP Commerce
Order Management
Industry
B2C
Retail · Fashion
Background
Hoss Intropia was a renowned Spanish womenswear brand positioned in the accessible luxury segment, with a strong international presence and a distinctive proposition built around design, differentiation and a carefully curated brand experience. Today, the brand is part of Tendam, which relaunched it for a new stage of growth.
By 2014, Hoss Intropia already had an online sales channel, but its custom-built platform was limiting the company’s ability to evolve its business. The company had an experienced eCommerce team and a particularly ambitious vision for the time: integrating digital and physical channels to deliver a truly omnichannel shopping experience.
Overview
ASPA replaced the existing platform with hybris Commerce —now SAP Commerce—, implementing an international eCommerce and Order Management solution capable of integrating the online store, physical stores and call center into a single commerce model.
The solution coordinated catalog, inventory, orders, payments, deliveries, exchanges and returns, leveraging stock available both at the central warehouse and across the store network. The OMS determined the optimal fulfillment location for each order and enabled stores to participate directly in order preparation and delivery. The platform was integrated with the company’s legacy ERP, payment gateways, carriers and other external systems.
Goals
The project aimed to provide a consistent shopping experience regardless of the channel used by the customer: buying online and collecting in store, purchasing from a store and having the order delivered elsewhere, accessing stock available at any location, or managing exchanges and returns across different channels.
At the same time, Hoss Intropia required an international, multilingual, multicurrency and multicountry platform, with advanced catalog and content management capabilities and a front end capable of translating the visual sophistication of a high-end fashion brand into the digital experience.
Challenge
Delivering a truly omnichannel experience required near-real-time coordination of inventory, orders, payments and logistics across the central warehouse, physical stores, eCommerce and call center. The company’s legacy ERP had limited integration capabilities, requiring numerous interfaces and additional logic to keep the different systems synchronized.
The project also involved particularly demanding front-end requirements, as the digital experience needed to reflect the visual sophistication expected from a high-end fashion brand.
Strategic Transformation
The implementation enabled Hoss Intropia to evolve from a standalone online store to a true Unified Commerce model, where inventory and capabilities across the entire network could be leveraged to fulfill each individual sale.
Stores were no longer simply physical points of sale; they became active participants in digital commerce processes, preparing orders, managing collections, receiving merchandise from other locations and handling exchanges and returns. The hybris OMS provided the intelligence required to determine the optimal fulfillment location for each order and orchestrate the different fulfillment flows.
Results
Hoss Intropia launched a new international commerce platform operating across 14 countries, with advanced marketing capabilities and a digital experience aligned with the positioning of the brand.
The new solution provided an integrated view of inventory and enabled omnichannel processes including click & collect, ship-from-store, ship-to-store, endless aisle and cross-channel returns. Unifying payment gateways across physical stores and eCommerce also enabled transactions to be managed consistently regardless of the channel in which the purchase originated.
Long-term Value
The project provided Hoss Intropia with an architecture designed to evolve its commercial model, expand into new countries and channels, and handle demand peaks while maintaining a consistent brand experience.
Beyond the technological renewal of its eCommerce platform, the solution laid the foundations for an omnichannel commerce model that was still pioneering in the industry in 2014: shared inventory, stores integrated into fulfillment, and the freedom for customers to interact with the brand without being constrained by internal boundaries between channels.