CHALLENGE:

The manufacturer faced several challenges in offering a seamless self-service purchasing experience for its software subscription sales. These challenges included the need to provide a personalized B2B buying experience, which involved account-based catalog, pricing & promotions, quoting & negotiation, and contracts across different segments and geographies. Additionally, the sales team required insights into customers’ buying behavior through a connected knowledge base. The manufacturer also needed a connected portal that addressed the needs for a customer-centric cross-function, including mobile to web integration, guided online ordering, enhanced support tools, and a single shared view of the customer journey. These challenges required a comprehensive solution to streamline and simplify complex orders and secure checkout processes while meeting complex customer needs..

SOLUTION:

This CLOUDSTREET project provides a spotlight on a digital manufacturer’s experience with Salesforce Commerce Cloud. The company aimed to provide a seamless buying and onboarding journey for its customers. They partnered with CLOUDSTREET to implement an agile approach and ensure a single view of the customer journey for internal teams. The challenges included offering a personalized buying experience and optimizing the purchasing process. The benefits of the implementation included tailored commerce experiences across digital channels, guided online ordering, and enhanced support tools. The document highlights the importance of implementing Salesforce Commerce Cloud correctly for long-term success.

RESULTS:

The benefits of implementing Salesforce Commerce Cloud for the digital manufacturer’s B2B commerce experience included:

• Tailored Commerce Experience: The platform enabled a tailored commerce experience across any digital channel, from mobile to web, providing a personalized and seamless buying journey for customers.
• Guided Online Ordering: It streamlined and simplified complex orders and secured checkout processes, making the purchasing experience more intuitive and efficient for customers.
• Enhanced Support Tools: The implementation allowed for the enhancement of support tools like account-based pricing, shared carts, and split shipments to improve conversion rates, addressing complex customer nee Save ds and improving the overall buying experience.
• Architecture for a Single Shared View: The architecture was designed to provide a single shared view of the customer journey, including new products, pricing, sales flows, and sites, ensuring a cohesive and consistent experience for customers. By leveraging these benefits, the digital manufacturer was able to transform its B2B storefront experience, providing a more seamless and personalized commerce experience for its customers.