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
Open a DTC Sales Channel Quickly
Contact us, and we will help you adapt your commerce ecosystem for DTC relationships
