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.

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