Komplett: Building a future-ready IT foundation for more agility in meeting fast-evolving customer expectations (2024)

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A pioneer of online retail and e-commerce in Scandinavia, Komplett Group ASA is a leading online-first electronics and IT products retailer with a core focus on consumer electronics and gaming products. Offering one of the market’s broadest selections of consumer electronics and business solutions, it aims to be the obvious choice for its customers, suppliers, and employees by providing a direct link between manufacturers and end consumers.

Serving customers in the business-to-customer, business-to-business, and distribution markets, Komplett is deeply focused on delivering outstanding customer experiences, built through decades of know-how, expertise, and a deep customer commitment.

Fast-evolving customer expectations, increasing competition, and supply chain disruptions were pushing the company to be more agile. However, various customizations and bespoke data and solutions in its business landscape had created complexity and limited its ability to respond at speed. Needing more flexibility combined with stability to adapt to the fast-changing world of e-commerce, Komplett sought a future-ready technology foundation that would allow it to develop and adopt new innovations quickly. Critical requirements included transparent stock allocation across its omnichannel environment and the ability to keep customers informed and updated throughout the order process to the point of delivery.

After a review of potential solutions, Komplett decided to replace its on-premise and highly customized SAP ERP application containing volumes of bespoke data with SAP S/4HANA Cloud Private Edition. The company relied on the RISE with SAP offering for the migration, taking a greenfield approach and following a strict fit-to-standard strategy.

The plan was to modernize the landscape and remove bespoke parts while embedding systems for warehouse efficiency and control of logistics processes. This would help ensure that critical data is available and shared across the business landscape while enabling the company to build capacity to handle ambitious growth targets for the next decade and beyond.

For the implementation, Komplett trusted Pearl Group AS to transform its business environment. The SAP partner integrated the advanced cloud ERP with automated storage and retrieval software from AutoStore and embedded SAP S/4HANA Cloud Private Edition for extended warehouse management and SAP S/4HANA Cloud for transportation management. Pearl Group also enabled an event-driven architecture with SAP Integration Suite, advanced event mesh.

With a transformed business environment, Komplett can enhance the user experience, streamline delivery processes, and increase sustainability goals, all while bolstering stability and scalability. The architecture, as depicted in the diagram below, adheres to the pace-layered approach recommended by Gartner Inc., incorporating systems of record, differentiation, and innovation.

Following the successful IT transformation on SAP S/4HANA Cloud Private Edition through RISE with SAP, Komplett now enjoys enhanced flexibility and stability from a managed cloud environment. All business requirements were met with standard processes without the need for enhancements. In fact, modified code in the form of user exits and enhancements has virtually been eradicated in this new environment. In addition, there’s now a simplified user experience for all employees, thanks to SAP Fiori launchpad.

The company’s commitment to standard processes and the adoption of new features reduced custom code by 63% and removed 99% of user exits compared to its legacy system. Additionally, third-party integrations were successfully migrated to SAP Integration Suite on SAP Business Technology Platform (SAP BTP), optimizing efficiency.

The advanced business foundation now serves as the engine for the business and provides greater visibility across operational processes as well as improved master data quality. And by moving legacy integrations to SAP Integration Suite, Komplett can minimize the need for point-to-point integrations, which were challenging for the team to scale and maintain.

What’s more, tighter control of master data and the removal of duplicate records, together with an event-driven architecture, now support Komplett with transparent stock allocation across channels. A sophisticated service engine hosted on Microsoft Azure uses SAP Integration Suite, advanced event mesh and extracts even greater value from the event-driven architecture. As a result, Komplett can securely deliver more than 70,000 events each day, dynamically orchestrated in real time when a customer places an order or there’s a delivery update. This improved responsiveness is helping lift customer satisfaction.

Thanks to decoupled systems, Komplett has significantly increased the pace of innovations and is now able to deliver new business models in days rather than months.

Elsewhere, Komplett is also working on SAP Build Work Zone to streamline the development of business sites that facilitate mobile enablement through SAP Fiori launchpad.

• 2024 SAP Innovation Award entry: Building the future enterprise as a cloud-native, event-driven, composable business platform

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