Optimize the Value of SAP Commerce Cloud

with Dynatrace
January 19, 2021

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SAP & Dynatrace Alliance SAP CX Customer Success

Pieter Van Heck Dimitar Iordanov

Global Strategic Partner Manager for SAP
CX Transformation & Value Realization Lead
@Dynatrace

Elena Kireeva Maxim Belaychuk

Global Technical Account Manager for SAP
CX Senior Customer Engagement Executive
@Dynatrace

Joerg Anhalt Ann-Katrin Meling

Category Manager CX Audience Enablement
@SAP Digital Commerce @SAP Digital Engagement
Introduction to Dynatrace

eCommerce Insights Dashboard

Call To Action
Dynatrace for SAP Commerce Cloud

• Dynatrace is an observability
solution and 10th consecutive
time named a leader in 2020
Gartner Magic Quadrant

• Dynatrace is part of your SAP

Commerce Cloud subscription

• Dynatrace is automatically
deployed on your SAP CC
environments

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Are you already using Dynatrace on SAP
CC today?
What is Dynatrace?

Advanced observability Mapped end-to-end AI assistance Answers + Action

Auto discovered
Metrics
DEM Automated problem detection
Apps
Prioritized by business impact
OneAgent

Services
Code Root cause explained
Server
No alert storms
Logs
Network Trigger self healing
Custom

Completely automated
Short Demo
Dynatrace for SAP Commerce Cloud

Dynatrace Section at HELP.SAP.COM

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Dynatrace for SAP Commerce Cloud

• Next steps
• https://my.apm.sap.cx
• Make sure you receive Dynatrace
notifications

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Introduction to Dynatrace

eCommerce Insights Dashboard

Call To Action
SAP – eCommerce Insights Dashboard
▪ Standard business dashboard enabled for ALL SAP Commerce Cloud customers (V1 and V2)
▪ Covers high-level eStore operational metrics based on automated monitoring config service
▪ Standard KPIs – customers can build further analytics on Dynatrace or third-party tools (e.g. GA)

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Sales Funnel and Revenue Metrics

SALES FUNNEL REVENUE METRICS

▪ Portion of overall site traffic reaching each milestone step of an ▪ Total revenue*
online shopping journey with the end goal of order generation ▪ Value per order
▪ Page Views ► Browse Product ► Add to Cart ► Place Order ▪ Items per order

High-level overview of site funnel and conversion Can you drive revenue, order size and upsell
* The single value tile displays total revenue of dominant currency

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 Customer Experience and Login / Registrations

dominant currency

REVENUE CUSTOMER EXPERIENCE LOGIN & REGISTRATIONS

▪ By Currency ▪ Top interested products by view ▪ User buying habits
▪ By Channel ▪ Top visited pages ‒ Guest vs. Login checkout
▪ Slowest pages ▪ New customer registrations

Which channels Guidance for marketing and merchandizing Is the site able to drive customer
drive more $ strategies & site performance improvement acquisition and profiling

* Some customers might experience gaps because their custom code does not follow default URL patters, default classes / interfaces for order processing, or manage customer data in 3 rd party system
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Metric Definitions
Metric Source
Page Views Successful web request with content type text/html and response code 200
Browse Product Web request pattern: */products/{productCode} or */p/{productCode}
Add to Cart Web request pattern: */cart/add, OR
Invocation of method addToCart()
Place Order Invocation of method placeOrder() or afterPlaceOrder()
Value Per Order afterPlaceOrder() → argument (OrderModel.getTotalPrice())
placeOrder() → return value (OrderData.getTotalPrice().getValue().doubleValue())
Items Per Order afterPlaceOrder() → argument (OrderModel.getEntries().size()) More technical details
placeOrder() → return value (OrderData.getTotalUnitCount()) can be found at
Dynatrace Standard
Revenue (by currency) Sum of Order value per currency (no conversions)
Currency: Configuration For
afterPlaceOrder() → argument (OrderModel.getCurrency().getIsocode()) Commerce Cloud
placeOrder() → return value (OrderData.getTotalPrice().getCurrencyIso())
Guest/Login checkout placeOrder() → return value (isGuestCustomer().toString())
If returns TRUE → Guest checkout, if returns FALSE → Login checkout

New Registrations register()

changeGuestToCustomer()

Top Interested Products Count of product browse group by product code

Product Code: extracted from URL pattern

PageController de.hybris.platform.acceleratorstorefrontcommons.controllers.AbstractController -> addRequestToModel() class name

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 SAP Value Realization Framework

Strategic Objectives & Value Areas / Solution Deployment/

Consumption
Business Goals KPIs Adoption

▪ Program goals ▪ 3 – 5 top areas of value/ KPIs ▪ Solutions / Modules deployed ▪ Planned usage at full
per solution / process in scope deployment/scale
▪ Value Enablers ▪ Key feature adoption
▪ Ideas for optimization ▪ Current usage
▪ Business outcomes ▪ Current / Future best practices

Value Case: What are they? Current baseline? What’s in scope? Planned usage?
Value Realization:

Were they met? Have they improved? How can you optimize? Fully scaled?

Improvement / Outcome Success Plan

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Monthly Commerce Value Realization Discussion Example ILLUSTRATIVE

Solution Area KPIs Source Metric Oct Nov Delta % Opportunities to Improve

Total Page Views (Page Impressions) SAP ECI mil 7.79 7.22 -7% Attention - avoid decreasing trend

Total Product Views SAP ECI mil 1.350 1.440 7% Positive - driving order volumes
Sales Funnel
Total ‘Add-to-Cart’ SAP ECI k 94.5 92.8 -2% Attention – watch in next months

Positive – compare to extended brand

Total Orders Placed SAP ECI k 7.55 9.35 24%
onboarding / product assortment

Positive – need break-down by brand to

Total Revenue SAP ECI $k 654 784 20%
drive to 15% target
Commerce
Transactions Ave Value Per Order SAP ECI $ 86.7 83.9 -3% Discuss – ticket item size by brand

Ave Items per Order SAP ECI $ 16.1 14.0 -13% Discuss – ave. product basket by brand

Total Guest Checkouts (sum) SAP ECI k 5.14 6.67 30% Result of increased # of orders

Checkouts Total Login Checkouts (sum) SAP ECI k 2.41 2.69 12% Attention – 40% of orders are registered

Total New Registrations (sum) SAP ECI k 7.88 7.74 -2% Attention – track registrations per brand

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Are you already using Dynatrace
eCommerce Insights Dashboard?
Introduction to Dynatrace

eCommerce Insights Dashboard

Call To Action
Call to action

https://my.apm.sap.cx Register for next weeks webinar:

Login to your Dynatrace environment + set-up -How performance impacts business?
mobile alerts -How to get the visibility into website performance?
Contact your CEE

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Thank you.
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