Customer Story
A leading B2B Pharma wholesale distributor with 14 offices, faced the challenge of managing disparate systems and processes across its operations. The company sought a unified platform to streamline sales, inventory, and order management while accommodating diverse regional requirements. By integrating Salesforce B2B Commerce Cloud with SAP and other critical systems, Cymetrix helped the Pharma company create a seamless customer experience, improve operational efficiency, and drive growth.
- Salesforce B2B Commerce Cloud
- Salesforce Service Cloud
- Lightning Web Components
- SAP
Our Client, a B2B Pharma Company faced a complex challenge in unifying its wholesale operations across 14 offices. The company operated with disparate systems and processes, leading to inefficiencies and inconsistencies. Key challenges included:
- Unified Platform: Establishing a unified platform that caters to wholesalers spread across 14 offices, each with its own specific needs and preferences.
- Operational Complexity: Managing diverse workflows, languages, and regional preferences across multiple offices presented a significant operational hurdle.
- System Integration: Integrating Salesforce B2B Commerce Cloud with SAP and other systems to ensure seamless data flow and real-time updates was a critical requirement.
- Back-Office Efficiency: The need for a robust back-office solution to support complex wholesale processes and improve operational efficiency was paramount.
- User Experience: Creating a user-friendly platform for both wholesalers and internal teams to interact with the system was essential for adoption and productivity.
- Global Expansion: Supporting multiple countries with varying languages, currencies, and regulatory requirements posed a considerable challenge.
To address our client’s complex business challenges, we implemented a comprehensive Salesforce-based solution. Our approach focused on creating a unified platform that streamlined operations, enhanced customer experience, and improved efficiency.
- Centralized Platform: We leveraged Salesforce B2B Commerce Cloud to build a global self-service portal, providing wholesalers with a single point of access to products, orders, and account information.
- Intuitive User Experience: Using Experience Cloud, we developed a user-friendly interface tailored to the needs of wholesalers, ensuring seamless navigation and easy access to essential functions.
- Robust Back-Office: We created a comprehensive back-office system to support diverse workflows, including order processing, inventory management, and customer service.
- Enhanced Functionality: Lightning Web Components (LWC) were implemented to add features like interactive calendars and real-time notifications, improving user experience and productivity.
- Customer Support Integration: Salesforce Service Cloud was integrated to provide efficient customer support and issue resolution.
- Data Synchronization: We established seamless integration between Salesforce and SAP to ensure accurate and up-to-date data exchange, supporting real-time business operations.
With our proficiency as a Salesforce Consulting Partner and execution of our well-planned strategy, here’s what value we delivered for the client:
- Consolidated Operations: The platform brought together wholesalers from 14 offices onto a single platform, fostering collaboration and streamlining processes.
- Enhanced Self-Service: The introduction of self-service capabilities empowered wholesalers to manage their needs independently, reducing service time and increasing satisfaction.
- Improved Issue Resolution: The integration of Service Cloud facilitated the efficient handling of wholesaler inquiries, enhancing operational agility.
- Streamlined Order Processing: Optimized order processing workflows led to reduced turnaround times and improved efficiency.
- Data-Driven Decision Making: Real-time data and analytics provided valuable insights for management, supporting informed decision-making.
Are the complexities of B2B Commerce also affecting your operations? Don’t let it overwhelm you, schedule a consultation with our experts and we will devise a strategy to overcome all your challenges just like the B2B Pharma Company.
Other Transformations Executed
About Cymetrix Software
Cymetrix is a leading Salesforce Partner Company and a Data Analytics Consultant. We have been empowering businesses globally with offices in San Francisco & New York (USA), Mumbai (India), and Reading (UK), with our talented and certified, technical and functional consultants on the complete Salesforce range of products.
