Salesforce Commerce Cloud for Labelcraft

Categories: Case Study

CLOUDSTREET implemented a customer self-service order portal using Salesforce Commerce Cloud, allowing customers to access contract-specific products and prices for easy reordering. Also, CLOUDSTREET deployed an automated proofing workflow within the portal, eliminating the need for email exchanges between customers and CSRs.

CHALLENGE

Customer service reps must manually enter all orders into Epicor, their ERP system.
When artwork proofing is involved, the CSRs struggle managing the proof approval process via emails back and forth with the customers.
Customers lack visibility to track order status and must contact CSRs, who have to spend extra time looking up order status in Epicor to update the customers.

SOLUTION

Implemented a customer self-service order portal using Salesforce Commerce Cloud. Customers had access to contract-specific products and prices, making reordering easy for them to submit directly.
Deployed a proofing workflow inside the portal between customers and CSRs using Salesforce automation. No more back and forth in emails.
Implemented means for CSRs to easily manage orders in Salesforce using Salesforce Order Management instead of laboring inside the complicated ERP system.

RESULTS

Orders from existing customers increased by more than 25% in the first year.
Proofing process automation spared CSRs countless hours of time-consuming email tracking and responding.
CSR reallocation into other roles allowed for a 25% reduction in CSR expenses.
Order entry errors became negligible.