When a company has been around for over a century, you’d think they’ve seen it all. LaMotte Company, a renowned water testing and analysis manufacturer, has been serving industries worldwide since 1919. But even legacy brands reach pivotal moments where they need to evolve or risk falling behind.

That’s exactly where we came in.

Here at CLOUDSTREET, based in Houston, Texas, we partner with manufacturers locally and globally to modernize their operations. When LaMotte approached us, they had a clear vision: launch their first-ever e-commerce platform, streamline their customer service operations, and supercharge their marketing team. No small ask.

Let’s walk you through how we made it happen.

The Challenge: A Manufacturer Ready for Digital Transformation

LaMotte is a trusted name in water quality testing. Their products serve everyone from pool professionals to environmental scientists. But despite their industry reputation, they were still running without a direct-to-customer e-commerce channel.

Their challenges boiled down to 3 core areas:

1. No e-commerce presence : Customers couldn’t purchase directly online, limiting reach and convenience
2. Manual CSR processes : Support cases, warranty claims, and replacement orders were handled through disconnected systems
3. Marketing blind spots : The marketing team lacked proper tools to track leads, attribute campaigns, and nurture prospects effectively

Sound familiar? Many manufacturers face these exact hurdles. The good news is that Salesforce offers a connected ecosystem to solve all three.

Ready to transform your manufacturing business? Talk to our team today.

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The Solution: A Unified Salesforce Ecosystem

We didn’t just implement a single tool. We built LaMotte a connected digital foundation using three key Salesforce products working together seamlessly.

Salesforce B2B Commerce Cloud: LaMotte’s First Online Store

For a manufacturer stepping into e-commerce for the first time, the platform choice matters. We recommended Salesforce B2B Commerce Cloud for a few reasons:

• Built for complex B2B transactions : LaMotte sells to distributors, institutions, and professionals with varied pricing structures
• Native Salesforce integration : Everything connects to their CRM, Service Cloud, and Marketing Cloud
• Scalable architecture : As their digital sales grow, the platform grows with them

We worked closely with LaMotte’s team to design a storefront that reflects their brand while making ordering intuitive for their diverse customer base. From product catalogs to account-specific pricing, the store was tailored to how LaMotte actually does business.

This wasn’t a cookie-cutter template job. Similar to our work with DASI Aviation, we customized the implementation to fit LaMotte’s unique workflows and customer expectations.

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CSR Transformation: Streamlining Support, Warranties, and Fulfillment

Here’s where things got interesting. LaMotte’s customer service team was juggling support cases, warranty issues, and replacement orders across multiple disconnected tools. It was time-consuming and prone to errors.

We implemented Salesforce Service Cloud with custom configurations to handle 4 key processes:

1. Support case management : Centralized ticketing with full customer history visibility
2. Warranty tracking : Automated workflows to verify warranty status and process claims
3. Replacement order fulfillment : Streamlined process for shipping replacement parts
4. Repair order coordination : Clear tracking from repair request to completion

The result? CSRs now have a single pane of glass to manage everything. No more switching between systems or hunting for information.

From “Order Takers” to 4 Types of Customer Care Pros (Our CX Playbook)

This is the part most manufacturers miss: modernizing Service Cloud isn’t just about closing tickets faster—it’s about a real CX upgrade.

A lot of teams get stuck in a reactive model where CSRs are basically order takers (or “order managers”): checking order status, re-keying data, routing basic warranty requests, and answering the same questions all day. That work is necessary, but it doesn’t build customer loyalty—and it doesn’t let your team use their brains.

At CLOUDSTREET (Houston, Texas—serving customers locally and globally), we help companies use Salesforce to shift CSRs into customer care professionals and problem solvers by doing two things:

1. Automate the routine work (order fulfillment steps, basic cases, warranty checks, common “where is my order?” requests) with Salesforce workflows, routing, templates, and the right data connected across systems.
2. Elevate the human work so your team can focus on high-value interactions: troubleshooting, empathetic support, proactive outreach, and guiding customers to the right solution.

When the routine stuff is automated, the team can spend more time on proactive and relationship-building work like these 4 areas:

1. Root-cause problem solving : Spot patterns (repeat failures, shipping issues, product questions) and prevent future cases—not just respond to them
2. Proactive customer communication : Reach out before the customer has to ask (backorders, replacements, repair updates)
3. Guided resolution with full context : Faster, better answers because the CSR sees order history, warranty status, and prior cases in one place
4. Customer experience ownership : CSRs become accountable for outcomes and satisfaction—not just ticket volume

If your Service Cloud setup still has your team stuck doing low-value clicks, that’s a CX and ROI problem—and it’s exactly the kind of thing we fix.

Want to see how this could work for your team? Let’s chat about your CSR challenges. or explore our approach to Salesforce Service Cloud optimization.

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Marketing Cloud Account Engagement: Empowering the Marketing Team

LaMotte’s marketing team had ambition but lacked the right tools. They needed better lead tracking, campaign attribution, and automated nurturing capabilities.

Enter Salesforce Marketing Cloud Account Engagement (you might know it by its former name, Pardot).

We helped LaMotte’s marketing team implement:

• Lead scoring models to prioritize high-intent prospects
• Automated email nurturing sequences for different customer segments
• Campaign attribution to finally understand which efforts drive revenue
• Landing pages and forms integrated directly with their Salesforce CRM

For the first time, marketing and sales are working from the same playbook. When a lead engages with a campaign, sales sees it immediately. When a deal closes, marketing knows which touchpoints contributed.

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Early Results: Promising Signs in the Post-Implementation Phase

Let’s be real : we’re still in the early days post-implementation. LaMotte’s teams are getting comfortable with the new systems, and we’re fine-tuning processes as they go.

That said, the early indicators are encouraging. Here’s what we’re tracking:

Metric	Expected Improvement
Manual order entry time	~30% reduction
Warranty and repair case resolution	~25% faster
Marketing lead tracking and attribution	~40% improvement

These numbers will solidify as LaMotte fully adopts the platform and we gather more data. But the trajectory is clear : operations are already smoother, and the team is more confident in their tools.

Curious what results you could see? Get a free consultation.

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The Partnership: Fractional Services for Ongoing Success

Here’s something we believe strongly at CLOUDSTREET: implementation is just the beginning.

Too many companies invest in Salesforce only to see adoption stall after launch. That’s why we’ve established an ongoing fractional services agreement with LaMotte. This means:

• Continued optimization : We refine workflows and configurations as their needs evolve
• Training and support : New team members get onboarded properly
• Strategic guidance : We help them plan future enhancements and integrations
• Salesforce partnership : We stay connected with Salesforce to leverage new features and best practices

Think of it as having a dedicated Salesforce team without the overhead of full-time hires. LaMotte gets the expertise they need, when they need it.

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5 Lessons from LaMotte’s Digital Transformation

Every project teaches us something. Here are 5 takeaways from our work with LaMotte that apply to any manufacturer considering a similar journey:

1. Start with your customer journey : Map out how customers interact with you before choosing technology
2. Connect your systems : Siloed tools create siloed teams; an integrated platform changes everything
3. Don’t underestimate change management : The best technology fails without proper training and adoption support
4. Plan for iteration : Your first launch isn’t your final product; build in room to optimize
5. Choose a partner, not just a vendor : Ongoing support matters more than you think

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Why Manufacturers Trust CLOUDSTREET

We’re based in Houston, Texas, but our work extends far beyond the Gulf Coast. We partner with manufacturers, distributors, and B2B companies across the country and around the globe.

What makes us different? We actually listen. We don’t push cookie-cutter solutions. We take the time to understand your business, your customers, and your goals : then we build something that fits.

LaMotte trusted us with their first-ever e-commerce launch, their customer service transformation, and their marketing evolution. That’s not a small thing. And we don’t take that trust lightly.

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Ready to Write Your Own Success Story?

LaMotte’s transformation is just getting started, and the future looks bright. If you’re a manufacturer sitting on the sidelines of digital commerce, wondering if it’s worth the leap : it is.

Whether you need a B2B Commerce Cloud implementation, a Service Cloud overhaul, or a marketing automation upgrade, we’d love to talk.

Contact CLOUDSTREET today and let’s explore what’s possible for your business.