In today’s interconnected world, businesses no longer operate in isolation. To thrive, leaders must recognize that their supply chains are crucial strategic assets that can foster and even expand customer relationships. Achieving this requires a delicate balance—designing streamlined procurement, supply chain, and distribution processes while ensuring that customer satisfaction remains the ultimate goal.
SAP Business Network plays a vital role in this transformation, offering a platform that connects key business functions across trading partners. By providing greater visibility, operational efficiency, and regulatory compliance, the network enhances collaboration between buyers, suppliers, manufacturers, service providers, and logistics carriers. With the help of artificial intelligence (AI) and customizable business rules, SAP Business Network facilitates digital transactions, enabling businesses to efficiently exchange information and engage with their partners in real-time.
In a recent interview with Valerie Blatt, SAP’s Global Head of Customer Success and Go-To-Market for SAP Business Network, Bob Evans of Cloud Wars explored how businesses are leveraging this platform to create more agile, customer-focused supply chains, essential for success in the fast-paced, competitive market.
The Importance of a Customer-Centric Approach
Blatt emphasized that an efficient supply chain’s primary focus should always be the customer. “It’s about delivering that great customer experience—making sure customers receive their products on time and ensuring they’re satisfied enough to return,” she explained. For supply chain leaders, understanding that the “why” of their operations is driven by customer needs, not just internal efficiency, is key. The “how” revolves around meeting those needs with streamlined processes that provide goods and services that enhance customer satisfaction.
While operational efficiency is crucial, it should never come at the expense of customer experience. According to Blatt, companies must find ways to balance cost control and operational excellence with delivering outstanding customer service.
Overcoming Supply Chain Challenges
A major challenge for businesses today is achieving visibility across the supply chain. The Covid-19 pandemic highlighted the importance of transparency when customers often didn’t know when or where their orders were coming from. “Visibility into supply chains is critical,” Blatt said. “Without it, companies are left struggling with disruptions and unforeseen risks, whether that’s delayed shipments or regulatory changes.”
However, Blatt firmly believes that customer-centric supply chains don’t have to compromise on operational efficiency or regulatory compliance. She stressed that while visibility remains a challenge, companies that embrace technological solutions like SAP Business Network can avoid the trade-off between customer satisfaction and operational goals.
Modernizing with Technology
As companies continue to prioritize customer experience, Blatt pointed out that many are still lagging in adopting the technologies necessary for transformative change. “A lot of businesses are not bold enough in using technology to drive real change,” she remarked. Despite automation in many core areas, some businesses are still relying on outdated methods, such as sending orders via fax—a practice Blatt found still prevalent in a recent survey of executives.
The SAP Business Network offers a solution, modernizing the way businesses engage across procurement and supply chain processes. By integrating with both partners’ backend systems, the platform ensures seamless data exchange, offering better visibility and more efficient operations. This collaboration also facilitates compliance with both internal policies and external regulations, ultimately driving better performance.
Proven Results with SAP Business Network
The tangible benefits of using SAP Business Network are evident. A study conducted by SAP and IDC revealed a 404% return on investment over three years for users of the platform. Customers also reported significant improvements in their go-to-market speed (30% faster) and product delivery times (27% faster).
Further SAP Performance Benchmarking found that businesses using SAP Business Network enjoyed substantial reductions in operational costs, including a 40%-60% decrease in expedited logistics costs and similar savings in invoice processing. Additionally, 83% of total invoices were processed without exceptions, highlighting the platform’s role in enhancing compliance.
Initially a procurement network, SAP Business Network now supports over $6 trillion in transactions annually, thanks to its ability to streamline supply chain operations and drive exceptional customer service.
Embracing Change for Future Success
While the technology behind SAP Business Network provides the tools for success, Blatt emphasized the importance of companies embracing broader cultural and organizational changes. “To remain competitive, businesses need to be bold in their approach to technology, processes, and organizational structure,” she said.
As the supply chain landscape continues to evolve, Blatt advised industry leaders to act decisively. “Be bold, be efficient, and most importantly, be customer-centric. The companies that succeed will be the ones that can harmonize operational efficiency with an unwavering focus on customer satisfaction.”
In the rapidly changing business world of 2025, this strategy could prove pivotal for organizations striving to stay ahead of the competition and deliver superior supply chain performance.
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