SAP B2B Self-Service Portal

The SAP B2B Self-Service Portal offers companies a modern, digital platform for interacting with business customers. It enables a 24/7 view of orders, invoices, delivery status and payments - directly integrated into SAP S/4HANA Cloud and SAP CX Suite. This gives your customers full transparency and control over their processes - without manual queries or media disruptions.

A particular advantage: The SAP B2B Self-Service Portal is based on the same technical platform as the SAP Commerce Cloud. This allows companies to start with a lean, cost-effective entry - and later upgrade flexibly to a fully-fledged B2B commerce solution.

Cost advantage:

The license and operating costs of the SAP B2B Self-Service Portal are significantly lower than those of the SAP Commerce Cloud - with the same technological basis.

The SAP B2B Self-Service Portal is not just an efficient introduction to digital customer communication - it is the technological basis for building a future-proof, scalable customer portal that supports both B2B2B and B2B2C business models. With growing complexity in customer interaction and the desire for direct, digital communication across all levels, the following services are becoming increasingly important in the expansion of the portal:

Strategically relevant extensions

1. service lifecycle management

• Digital warranty and complaints processing
• Repair and maintenance processes with status tracking
• Predictive maintenance through IoT integration
• Service ticketing with SLA tracking and escalation logic

2. Subscription & Usage-Based Models

• Rental and leasing models with contract management
• Pay-per-use billing for machines, software or services
• Automated replenishment through consumption analyses

3. Partner and dealer portals (B2B2B)

• Client-enabled user and rights management
• Role-specific dashboards for dealers, distributors or service teams
• Contract and price list management per partner structure
• Provision billing & incentive programs

4. end customer integration (B2B2C)

• Product registration & warranty extension
• Self-service for end customers (e.g. returns, spare parts, instructions)
• Personalized content & recommendations
• Digital advice via chatbot, video call or guided selling

These services make it possible to gradually expand the SAP B2B Self-Service Portal into a Digital Experience Platform (DXP) - with real added value for customers, partners and internal stakeholders. The technological basis (SAP Commerce Cloud, SAP BTP, SAP S/4HANA Cloud) allows modular expansion without replatforming - and with a cost-efficient start.