Project
Expert Enablement for the Operation and Evolution of the SAP Commerce B2C Platform
Client
Services
SAP Commerce B2C
Advanced Functional Support
Industry
B2C Retail
Consumer Electronics
Background
Samsung Iberia operates a strategic eCommerce channel for its B2C business. The technology platform was managed under a global model, where corrective maintenance and functional evolution were provided by a centralized team supporting multiple countries, while local subsidiaries depended on that structure to resolve incidents or implement improvements. In this context, Samsung Iberia needed to accelerate its operations and extract greater value from the platform by streamlining processes and improving coordination between business teams, local key users, and global support.
Overview
ASPA delivered a differentiated operational enablement service for SAP Commerce B2C. The engagement focused on three main areas:
(1) advanced training and local support for key users and business teams;
(2) expert technical analysis and incident management toward the global support organization; and
(3) definition and validation of functional enhancements, including solution proposals and UAT activities.
This approach enabled Samsung Iberia to operate and evolve its online store with greater autonomy, speed, and quality.
Goals
Challenge
The main challenge was to operate and enhance a mission-critical platform within a centralized global model. Local key users needed support to diagnose incidents, execute rigorous testing, and fully leverage standard SAP Commerce capabilities, while avoiding incomplete or ambiguous requests being escalated to global support—often leading to back-and-forth communication, partial solutions, and long resolution cycles. The service had to transform this structure into an efficient and responsive operating model without disrupting the existing global framework.
Strategic Transformation
The model implemented by ASPA enabled the local subsidiary to become a far more autonomous and effective actor. Samsung Iberia gained access to a local expert layer that addressed most day-to-day needs, filtered and prioritized requests, and communicated incidents and enhancements to the central team with a technical, solution-oriented approach. This significantly increased the operational maturity of the eCommerce channel, improved coordination with the global model, and enabled continuous improvement with less friction while maintaining corporate consistency.
Results
Long-term Value
Samsung Iberia consolidated a more robust and agile eCommerce operation within a global model, gaining local autonomy without compromising corporate standardization. ASPA’s service delivered an uncommon combination of deep SAP Commerce expertise, advanced functional support capabilities, and effective technical translation between business, platform, and global support. This foundation enables the subsidiary to sustain a continuous improvement pace and respond quickly to new business requirements.