Web Channel Experience Management - The New Way to Do E-Commerce

  • by Elizabeth Thorburn, Customer Solution Adoption, SAP
  • June 13, 2012
SAP Web Channel Experience Management allows businesses to turn the Internet into a sales and interaction channel. It does this by providing a common platform that supports multichannel self-service interactions across e-commerce, e-marketing, and e-service. This new SAP offering should eventually replace the older SAP ERP Central Component and CRM Internet Sales solutions.
Key Concept
The new SAP Web Channel Experience Management (WCEM) 2.0 is the latest e-commerce solution offered by SAP. This Web solution was completely reworked using Web 2.0 technologies and Java standards. The new WCEM 2.0 release completes B2C functionality and introduces basic functionality for B2B scenarios, including contact login (a function that allows users to log in as a representative of another business partner, such as their company). WCEM 2.0 delivers end-to-end processes for e-commerce, e-marketing, e-service, and Web channel analytics on an extensible Web channel platform including third-party solutions. Future releases will improve the B2B scenario.

In addition to using the latest technologies, SAP Web Channel Experience Management (WCEM) has expanded features in version 2.0. They include multiple windows, third-party integrated content, right-to-left language support, gift cards, and chat, among others. The Web Store and Catalog Deployment available in the 2.0 release have the same look and feel as version 1.0, but offer more features.

The overall tool design in 2.0 is built with an extension concept and modular approach. All application functions in e-commerce, e-marketing, and e-service are grouped into individual, reusable modules. You can select any parts of the collection and easily assemble them at runtime into a complete application.

Technically, the module concept provides an encapsulated development approach at design time, and a decoupled deployment model at runtime. The main advantages are a high degree of interchangeability and technical decoupling, improvement of maintainability, optimized development-deployment cycle, and well-defined reusability parts. This approach is intended for any kind of modifications as well. If you extend the SAP modules, SAP partner or customer modules inherit, and so reuse, the standard functionality.

Elizabeth Thorburn

Elizabeth Thorburn is on the Customer Solution Adoption (CSA) team within SAP’s Customer LOB Solutions area, with a specific focus on SAP Web Channel Experience Management.  Elizabeth has seven years’ experience working at SAP and has experience in administrative tasks and back-office support. She has supported the SAP MII product as well as most recently SAP WCEM.  Elizabeth’s daily tasks today consist of writing documents about WCEM, compiling RKT materials, hosting multiplier workshops, and supporting customers in their implementations.

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