SAP Commerce Cloud is a proven commerce solution built mainly for large enterprises with advanced B2B, B2C, and B2B2C use cases. SAP Commerce Cloud can be customized to meet specific needs and manage even the most complex catalogs, products, and configurations for creating exceptional, hyper-personalized omnichannel experiences. The solution also comes with powerful and comprehensive B2B commerce capabilities.

Watch Martin Norato Auer, Vice President of Observability at SAP Customer Experience, discuss how his team uses Catchpoint to identify the source of a business down within three minutes and uphold a high standard of customer experience excellency.

 

 

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My name is Martin Norato Auer. I am part of SAP customer experience. There, I'm the vice president for the observability team.

SAP Commerce Cloud is a platform as a service. So it is a part of the SAP infrastructure plus SAP code, and the customers then build on top with their customizations, payment provider integrations, their own look and feel, their own business processes.

The SAP leadership is interested in two situations when it comes to monitoring. The first is to avoid any kind of downtime. And the second is if that situation of a downtime really happens, be as fast and as close to the customer as possible.

Catchpoint is really our main tool for outage detection. So once an alert in Catchpoint is received, we have a team that analyzes the request. If this analysis shows that we have a business down situation, this outage detection team starts the notification process and informs our situation room. So, we actually trigger Catchpoint tests to verify if the site is actually behaving as it should. We get Catchpoint alerts within seconds when a site is down. And we can, within three minutes, identify exactly where the issue is coming from and inform our customers and work with them.

It has the monitoring from the site, from the internet, from multiple nodes. So we know exactly where a site is slow from, from which region, or if customers, for example, have stuff like CDNs implemented. And we can give our customers and ourselves also the best visibility into the commerce sites.

The most valuable aspect of the Catchpoint product is, for us, that Catchpoint moved more and more into the API world. We can have more integrations now. We don’t want to go to a website. We want to have everything integrated. We want to have one dashboard where we see all the information from all our tools. And that is only possible with the API options that Catchpoint offers.

One specific issue where Catchpoint was a big, big help for us was in the last weeks where one of the big CDN providers actually had an issue. So we had multiple customers affected and we saw in our tools right away, oh, this is not a single customer thing, this is really across customers and they all use the same CDN. And that information we got from Catchpoint.

So we could go right into our communication tools and inform all the customers that were affected and say, “Hey, please check with your CDN provider because that’s making your site down.” And that of course makes everything faster for the customer to react, and also on the SAP side, to save the resources to look at every individual customer individually.

I think it's important to establish a good partnership that you know what you buy and that you also leverage the full potential of Catchpoint. So really make an assessment on what are your options, what's actually required for your business, and then take the decision.

And if you need some help, the Catchpoint professional service is really a good address to go to because they have a very good understanding of businesses and they can also help you.