SAP Customer Experience (CX) is SAP’s customer-facing portfolio: commerce, sales, service, and customer engagement. That breadth is powerful, but it can make implementations hard to scope. The most common failure point is a long, custom build with no clear definition of “done” and no practical path after go-live.
Softtek’s answer is a progressive, productized model: start with a standard, out-of-the-box go-live aligned to clean-core principles, then add ERP integration, the wider CX ecosystem, personalization, and AI as the foundation is ready.
The result: early value, a sustainable architecture, and a safe path to personalization and AI.
Slow time-to-value
Excessive customization
Undefined integration scope
AI and personalization without the right foundations
Unplanned scalability
You don't have to buy the destination on day one. You buy a governed first step and a clear roadmap to the rest.
SAP Commerce Cloud (formerly SAP Hybris)
The B2B/B2C commerce engine: catalog, search, checkout, promotions, order management, and content. Our SAP Commerce Cloud implementation packages cover every generation from Hybris 6.5 through 2211 (JDK 21) and beyond, whether you're modernizing a legacy Hybris estate or building greenfield on Commerce Cloud, including the headless SAP Composable Storefront (formerly Spartacus).
SAP Sales Cloud (Sales V2)
Accounts, opportunities, quotations, pipeline and forecasting, leads, playbooks, and analytics for customer-facing sales teams. Our SAP Sales Cloud packages take a sales organization live on Sales V2 fast, then connect it to ERP and the rest of CX.
SAP Service Cloud (Service V2)
Case management, agent desktop, installed base, warranty, and knowledge-base–driven customer service. Our SAP Service Cloud packages stand up Service V2, then layer ERP integration and omnichannel.
SAP Engagement Cloud (Emarsys)
The omnichannel marketing engine: email, SMS, push, and web personalization, with AI-driven segmentation and product recommendations. SAP renamed it SAP Engagement Cloud, but the market still searches for and refers to it as Emarsys.
Disclaimer: Pricing shown is indicative only, expressed in USD, and based on a standard implementation scope. It is provided for informational purposes and does not constitute a binding proposal or commitment. Final pricing, timelines, and scope are subject to project discovery, solution definition, and execution of a final Statement of Work (SOW). Implementation durations may vary based on project requirements and complexity.
1. Prepare
Project initiation, prerequisites, access & tooling, kick-off.
Typical Duration: ~1 week
2. Explore
Design workshops, scope & use-case review, business-process alignment, test planning
Typical Duration: 1–2 weeks
3. Realize
Configuration, data load, integrations, UAT
Typical Duration: 4–10 weeks depending on tier and product
4. Deploy
Cutover plan, go-live, business-user enablement
Typical Duration: ~1 week
5. Run
Hypercare, stabilization, operations handover
Typical Duration: ~2 weeks
Each phase produces defined deliverables (project charter, RACI, solution design, fit-to-standard results, integration design, test strategy, migrated data, UAT sign-off, go-live readiness, training materials, and hypercare logs), backed by Softtek accelerators that keep every implementation to the standard.
Want the full breakdown?
We package the complete Activate phase plan, activities, and deliverables for each product as a downloadable guide.
Proven impact across SAP Customer Experience programs
We've delivered SAP CX across a broad range of industries, from retail and CPG to automotive aftermarket, healthcare, and manufacturing. Here's a selection of what that's looked like in production:
10,000+ orders/hour
at seasonal peak, sustained on a national non-profit's commerce platform.
18,000+ products
live and current in production, for a Mexican automotive aftermarket group.
300K price and discount rows
powering personalized pricing, for a building-products manufacturer.
USD 2M
in daily sales at peak, the same national non-profit.
8 source systems
unified into one customer data foundation, for a large private hospital network.
4 languages
of multilingual commerce on one platform, for a global wellness and direct-selling brand.
Simple, Smart, Reliable. Three principles we follow to help SAP CX programs move quickly without becoming hard to run, extend, or scale.
simple,
A fixed scope, pricing visibility, and a defined timeline: CX delivered the way SAP intends, without the open-ended build.
smart,
A clean core that sequences AI on a real foundation of data and identity, so personalization and intelligence actually land.
reliable.
SAP Activate, proven accelerators, and three decades of enterprise delivery behind every go-live, and a roadmap you can grow without re-platforming.
What is SAP Customer Experience (CX)?
SAP Customer Experience is SAP's family of customer-facing systems, Commerce Cloud (Hybris), Sales Cloud, Service Cloud, and Engagement Cloud (Emarsys), now part of the SAP Business Suite core rather than a standalone CRM. It manages everything from online storefronts and sales pipelines to customer service and omnichannel marketing.
How much does an SAP Commerce Cloud implementation cost?
It depends on which product you implement (Commerce, Sales, Service, or Emarsys) and which level (Fast, Connected, or Intelligent Value). The per-tier prices are listed on this page, from $47K for an entry package to $204K for a full Commerce build. Every figure is indicative and subject to discovery and a final SOW.
How long does an SAP CX implementation take?
A single product's first go-live (L1) typically takes 7–16 weeks of implementation plus about 2 weeks of hypercare support, depending on the product. Commerce runs 10 + 2 weeks, Sales and Service 7 + 2, and Emarsys 14 + 2. A full four-pillar CX suite delivered together typically reaches production in 8–9 months.
What's the difference between Fast Value, Connected Value, and Intelligent Value?
L1 (Fast Value) is a standard, fixed-scope go-live. L2 (Connected Value) adds ERP integration and branding so CX runs on your real master data and processes. L3 (Intelligent Value) adds wider CX-ecosystem integration and CX AI capabilities, including personalization, omnichannel and AI-powered tools.
Which SAP CX products do you implement?
The four core products: SAP Commerce Cloud (Hybris), SAP Sales, SAP Service, and SAP Engagement Cloud (Emarsys). We also have production experience with SAP Customer Data Cloud (Gigya / CDC / CIAM) and SAP Customer Data Platform (CDP), available as part of a broader engagement.
Is Hybris the same as SAP Commerce Cloud?
Yes. SAP Hybris was rebranded SAP Commerce Cloud. The platform, skills, and ecosystem are continuous. Many teams, consultants, and job postings still use "Hybris." Softtek has implemented every generation from Hybris 6.5 through SAP Commerce 2211 (JDK 21), so legacy Hybris estates and current Commerce Cloud are both in scope.
What's the difference between Emarsys and SAP Marketing Cloud?
SAP rebranded Emarsys as SAP Engagement Cloud, but most marketers still know and search for it as Emarsys. It's SAP's omnichannel marketing engine for email, SMS, push, and web personalization, with AI-driven segmentation and recommendations. It has largely replaced the older SAP Marketing Cloud for customer-engagement use cases.
What is the SAP Activate methodology?
SAP Activate is SAP's standard implementation methodology, structured in five phases: Prepare, Explore, Realize, Deploy, and Run. It combines best practices, guided configuration, and ready-to-use accelerators so implementations follow a predictable, repeatable path instead of being reinvented for each project.
What does clean core or "out-of-the-box (OOTB)" mean, and why does it matter?
Clean core (the ERP term) and out-of-the-box (the CX term) both mean prioritizing standard, configurable functionality over custom code. It matters because customization breaks standard behavior and makes every future upgrade and operation more expensive. We keep extensibility deliberate and governed.
Which industries is SAP CX the strongest fit for?
Any organization that sells to and serves customers through digital channels can use SAP CX. It's most common in retail and consumer products (CPG), and in industrials that combine production with direct selling, common across Latin America. We also deliver it for automotive aftermarket, healthcare, and manufacturing, among other sectors.
Simple, Smart, Reliable delivery for what's next.
Tell us what you're working on, and we'll get in touch.