Discrete Manufacturer Use Case

Use Case

MANUFACTURER EXPANDS ITS COMMERCE STRATEGY FROM B2B TO DTC
CUSTOMER PROFILE:
  • Industry: Manufacturing
  • Headquarters: Connecticut, U.S.
  • Brand presence: Global
  • Employees: 41,000+
CHALLENGES
  • Had a consumer-facing website but no ecommerce solution
  • Relied on B2B selling channel only and lacked a solution to sell directly to consumers
  • Lacked first-party customer data to create personalized experiences for its digital-first customers
  • Was using Salesforce Order Management, Salesforce Marketing Cloud, and Salesforce Service Cloud but lacked a DTC ecommerce solution that would seamlessly integrate with its commerce ecosystem
OBJECTIVES:
  • Gain the ability to take products direct-to-consumer quickly
  • Build stronger brand engagement and customer loyalty
  • Open a new revenue and distribution channel to sell directly to consumers
  • Go beyond current distribution partner geographies
SOLUTION
  • Assessed existing consumer-facing site and determined what changes were required to meet the manufacturer’s business needs better
  • Replatformed the manufacturer’s existing website to Salesforce Commerce Cloud Reference Application
  • Provided ongoing maintenance and support for the site(s)
  • Delivered evolutionary enhancements
  • Prepared the site as the Core Model for future localizations in 38 countries
  • Collaborated with the manufacturer to define and execute its DTC roadmap
  • Ensured all Salesforce solutions in the manufacturer’s commerce ecosystem worked in sync
RESULTS
  • Disintermediation of distributors in its supply chain to increase margins
  • Identify and engage with customers to improve marketing and increase loyalty and LCV
  • Open new and highly profitable channels
  • Launch a DTC sales channel to expand the commerce strategy
  • Reach consumers directly to cross-sell, upsell and increase revenue
  • Easily spot purchasing and product trends by tracking customer shopping behaviors
  • Optimized ecommerce processes via the implementation of a Core Model (RefApp) that will be used as a basis for all global sites
TECH STACK
Salesforce B2C Commerce Cloud

Open a DTC Sales Channel Quickly

Contact us, and we will help you adapt your commerce ecosystem for DTC relationships