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CASE STUDY

How SAP Optimized Incident Detection to Improve Customer Experiences

With Catchpoint, a LogicMonitor company, SAP gained centralized visibility across customer environments, third-party networks, and digital services—enabling outage detection within seconds and root cause identification in three minutes or less.
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COMPANY SAP
INDUSTRY E-Commerce
SOLUTIONS ‣Centralized observability across SAP tools through a single-pane-of-glass dashboard ‣Global visibility into application, network, and third-party service performance through Synthetic Monitoring and Internet ‣Sonar ‣Real-time alerting and API-driven integrations to accelerate incident detection and response
SUCCESS BY THE METRICS ‣Outages detected within seconds through real-time alerting ‣Root cause identification completed in 3 minutes or less ‣Eliminated manual customer-by-customer investigations through centralized visibility
PRODUCTS ‣Synthetic Monitoring ‣Internet Sonar ‣Enterprise Node
SAP

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.

COMPANY SAP
INDUSTRY E-Commerce
SOLUTIONS ‣Centralized observability across SAP tools through a single-pane-of-glass dashboard ‣Global visibility into application, network, and third-party service performance through Synthetic Monitoring and Internet ‣Sonar ‣Real-time alerting and API-driven integrations to accelerate incident detection and response
SUCCESS BY THE METRICS ‣Outages detected within seconds through real-time alerting ‣Root cause identification completed in 3 minutes or less ‣Eliminated manual customer-by-customer investigations through centralized visibility
PRODUCTS ‣Synthetic Monitoring ‣Internet Sonar ‣Enterprise Node
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SAP Commerce Cloud is a proven enterprise-grade commerce solution designed for complex B2B, B2C, and B2B2C environments. It enables organizations to manage large-scale product catalogs, configurations, and customer experiences across digital channels. 

Because of its flexibility and deep customization capabilities, customers rely on the platform for business-critical operations. Any disruptions in SAP services can directly impact revenue and erode customer trust.

Challenge: Downtime Impacting Customer Operations

Each SAP Commerce Cloud implementation is uniquely customized, requiring a monitoring approach that ensures consistent performance across diverse environments. 

“Customers build on top [of SAP infrastructure] with their customizations, payment provider integrations, look and feel, and business processes,” said Martin Norato Auer, business information security officer and head of trust office at SAP Customer Experience

Why SAP Chose Catchpoint and LogicMonitor

SAP had several requirements in place when searching for a partner to help them mitigate downtime:

  • Integrate directly with existing SAP systems
  • Provide visibility from multiple global monitoring points
  • Support ongoing extensibility through integrations
  • Deliver near real-time alerts for outages
  • Offer responsive support and clear communication 

Catchpoint, a LogicMonitor company, met these requirements through its API-driven architecture and global observability capabilities.

Explore how Catchpoint and LogicMonitor can improve observability and reduce incident response times across your digital services.

14-day access to the full LogicMonitor platform