CPG B2B use case background

Use case

SALESFORCE CUSTOMER 360 ACCELERATES B2B DIGITAL ACHIEVEMENTS FOR SUSTAINABILITY AND GROWTH WHILE UNITING DATA
CUSTOMER PROFILE:
  • Industry: Consumer packaged goods - B2B
  • Headquarters: Australia
  • Brand presence: Australia
  • Employees: 400
CHALLENGES
  • Outdated legacy solution incapable of providing insights, flexibility, or unified data to help service agents serve customers
  • Disconnected systems that force customers to log into multiple systems
  • Heavy reliance on marketing due to restrictions on sales efforts but wanting to improve campaigns and promotions
OBJECTIVES
  • Get a single shared view of customers across departments
  • Improve marketing campaigns
  • Deliver seamless customer experiences
  • Successfully replatform to Salesforce B2B Commerce while maintaining some of the customized features of its legacy solution
SOLUTION
  • Replatformed to Salesforce B2B Commerce Cloud without sacrificing the desired existing custom features
  • Enhanced marketing capabilities by adding extensions and improvements to existing Marketing Cloud
  • Integrated Salesforce B2B Commerce, Service, Experience, and Marketing Clouds to create a 360-degree view of customers
  • Integrated ERP with existing SAP solution
  • Added the legacy solution’s gaming features to the customer portal built on Experience Cloud
  • Implemented single sign-on, so customers no longer have to log into multiple portals
RESULTS

With Salesforce Customer 360, the company has unified customer data to deliver a connected experience while operating more efficiently.

The company processed $14 million in transactions on the first day, while other regions not using the new platform struggled to go live with a new commerce solution.

This industry giant received a lower cost of ownership, with increased revenue and improved promotion and sales of products.

Customers now have a seamless ordering experience, service reps have visibility on orders to better serve customers, and teams can access holistic data and customer reports.

OSF Digital provided a fast go-to-market solution with a short deadline (during the height of the pandemic) and came in under budget with no business-critical bugs to fix.

TECH STACK + THIRD-PARTY INTEGRATIONS
Salesforce B2C Commerce
SF experience cloud
SF marketing cloud logo
SF
OSF Digital’s Zip TEXTER
Amazon (storage)