Implemented Responsive B2B Commerce Portal, Increased User Engagement by 40%
About the Client
The client is a well-known plastics manufacturer based in California, USA. For over 50 years, they have provided stock and custom solutions via an efficient supply chain that includes the right films, bags, containers, and more. They cater to buyers from various industries such as food processing, food retail, and healthcare.
Challenges
The client had been using Salesforce for years to manage product-related cases. However, as part of its digital transformation strategy, the company wanted to implement a responsive B2B commerce portal to reduce the buying cycle and offer a more personalized experience for users. The strategy was aimed at achieving better sales and improving overall business value. The client desired to make their online services more efficient by:
- Making it easy for business buyers to purchase online
- Optimizing the self-service purchasing experience
- Providing customers with the option to request quotes
- Offering better customer service by implementing chatbots
Solutions
- Implemented B2B commerce for the client to provide their users with streamlined ordering
- Built a Salesforce customer portal that allows users to review and pay invoices
- Configured custom products for customers to place orders with custom sizes
Results
- Self-service functionality increased customer engagement by 40%
- Sales team collaborated more closely with their customers
- Improved order management and tracking by 50%