EXECUTIVE SUMMARY

CLOUDSTREET successfully implemented a Salesforce B2B Commerce Cloud project for a nationally recognized Manhattan based  skin care products manufacturer, herein referred to as Naturopathica. The project involved creating a customized storefront, integrating with various systems, and addressing challenges such as maintaining multiple systems and non-personalized checkout processes. The solution included setting up a B2B store, integrating with Sage, Barrett, and Avalara, implementing custom loyalty and promotion modules, and migrating legacy data to Salesforce. The result was an increase in customer satisfaction and revenue, improved loyalty and promotions, and saved human efforts and errors. The project also involved custom solutions for CBD products and the creation of loyalty credits and promotions modules. Overall, the project resulted in a successful B2B storefront with increased revenue and customer satisfaction.

Industry and Products Used:

The industry is cosmetics, and the products used include Commerce Cloud, Sage, Barrett, and Avalara.

Challenges:

Maintaining multiple systems for various needs, non-B2B centric store, manual product data updates, and manual coordination for order shipment.

Solution:

Setting up a B2B storefront, integrating with Sage, Barrett, and Avalara, implementing custom loyalty and promotion modules, and migrating legacy data to Salesforce.

Result:

Increased customer satisfaction and revenue, real-time information availability, improved customer trust, and complete 360-degree information for customers.

Customization Involved:

Loyalty credits, promotions module, and custom solutions for CBD products.

Project Outcome:

Revenue doubled, increased buyer retention, professional and transparent order data, saved human efforts and errors, and improved repeat orders.

Storefront Setup:

Utilized standard OOTB features and experience builder for customization.

WHAT WERE THE CHALLENGES FACED BY NATUROPATHICA’S LEGACY E-COMMERCE STORE AND HOW WERE THEY ADDRESSED IN THE NEW SALESFORCE B2B COMMERCE STORE SOLUTION?

Naturopathica’s legacy e-commerce store encountered several challenges, which were effectively addressed in the new B2B store solution

High Effort in Maintaining Multiple Systems:

The legacy store struggled with maintaining multiple systems for CRM, commerce website, pricing modeling, shipping/fulfillment, and taxation. The new B2B store solution consolidated these functions into a unified system, streamlining operations and data management.

Non-B2B Centric Store:

The legacy store, being non-B2B centric, faced issues with customer retention. The new B2B store solution was tailored to meet the specific needs of B2B customers, enhancing customer retention and satisfaction.

Product Data Errors:

Updating product data from Sage to the store caused delays and manual errors in the legacy store. The new solution implemented robust integration with Sage to synchronize product, pricing, and order data, ensuring real-time updates and accuracy.

Loyalty and Promotions Void:

The legacy store struggled to implement innovative loyalty and promotional plans effectively. The new B2B store solution incorporated custom loyalty and promotion modules, providing flexibility and personalized experiences for customers.

Lack of Sample Distribution and Wonky Checkout Process:

The legacy store faced challenges in distributing samples based on loyalty and SKU orders and had a non-personalized checkout process. The new solution introduced a custom tester/sample feature and personalized checkout processes, improving customer experience and satisfaction.

By addressing these challenges, the new B2B store solution significantly enhanced operational efficiency, customer satisfaction, and the overall shopping experience for Naturopathica’s B2B customers.

WHAT CUSTOM FEATURES WERE IMPLEMENTED ON THE NATUROPATHICA SALESFORCE B2B COMMERCE CLOUD STORE TO ENHANCE USER EXPERIENCE AND LOYALTY PROGRAMS?

The custom features implemented on the Naturopathica B2B Commerce store to enhance user experience and loyalty programs include

Loyalty Credits Component:

A custom Loyalty Credits LWC component was created on the cart page to allow users to utilize loyalty points against marketing category products. Loyalty points are earned based on the account tier and a certain percentage of the total amount of the cart.

Promotions Module:

A custom LWC component was developed on the cart page to enable customers to apply promotions against the cart items or the total amount. This feature provides flexibility for customers to benefit from promotions and discounts.

Tester/Sample Feature:

A custom LWC component was created on the Product Display Page (PDP) with a checkbox to add a tester/sample product with a master product. This allows users to add a sample product and also obtain additional tester products if needed using loyalty credits. The feature is manipulated in the cart page, providing a unique and personalized experience.

These custom features were designed to enhance user experience, encourage customer loyalty, and provide a more personalized and flexible shopping experience for the B2B customers of Naturopathica.

HOW DID THE SALESFORCE B2B COMMERCE TEMPLATE HELP IN CREATING THE NATUROPATHICA STORE AND WHAT INTEGRATIONS WERE INVOLVED?

The B2B Commerce template played a pivotal role in creating the Naturopathica store by providing a foundation for quick store setup using Lightning Experience functionality and core Salesforce objects. The template offered various features and ensured synchronization with Salesforce CRM, enabling efficient data tracking.

In the creation of the Naturopathica store, the following integrations were involved

Salesforce <> Sage Integration:

This integration was implemented to synchronize product, pricing, and order data between Salesforce and Sage, ensuring seamless data flow and consistency.

Salesforce <> Barrett Integration:

The integration with Barrett, a shipping and fulfillment system, facilitated communication to streamline order shipment and fulfillment processes, enhancing operational efficiency.

Salesforce <> Avalara Integration:

An integration with Avalara was set up for product-specific tax calculations in the checkout flow, ensuring accurate and compliant tax calculations for the products offered by Naturopathica.

These integrations collectively contributed to the establishment of a robust and interconnected ecosystem for the Naturopathica store, enabling efficient data management, order fulfillment, and tax compliance.