ForeFront worked with W.L. Gore, a global leader in process manufacturing, to implement Salesforce B2B Commerce to transform their B2B engagement experience, improve the online buying experience, use a single platform for customer engagement and increase overall Sales effectiveness.
John Hubis, IT Project Manager, for W.L. Gore, took the stage at Dreamforce 2018, to share how W.L. Gore has transformed their manufacturing business with B2B Commerce, and provide insight into the one thing that every company must think about before implementing their Commerce Solution.
The Challenge
Gore’s previous commerce site was outdated, running on legacy end-of-life software and hardware that was experiencing outages and preventing distributor transactions. They needed a more scalable storefront that supported their overall business goals of sales automation and order efficiency.
“The data will make you and it will break you,” said John on getting your data commerce ready. “You who work with your ERP and salesforce data, need to have them engaged early and figure out how you will settle and integrate the data.”
The Solution
The first phase of the project was to stand up two of Gore’s storefronts for their Vents and Sealants lines of business, both which required integration to their ERP leveraging Dell Boomi. The solution leveraged many standard features from the B2B Commerce solution including personalized, mobile-friendly site branding, multicurrency/multilingual stores, customer self-service features, and more. Additionally, through integration to their ERP, Gore customers can initiate returns/backorders, view their integrated product catalog and order history, view unique pricing based off multiple variables, and gain insights into inventory lead times through integration to shop floor calendars. This creates a better overall customer experience.
The Results
ForeFront’s highly robust Commerce Cloud deployment provides Gore with real-time Order Processing, improved order visibility, streamlined invoicing from E-Commerce orders, a simplified customer interface on mobile. “The real value was more strategic than we were planning by having it all in one place, [enabling] your sales folks to troubleshoot… our annual costs are much lower than they used to be.” Centralizing IT and Business Operations on Salesforce increases sales effectiveness and customer interactions.
Check out the speaking opportunity where John covers their Commerce Cloud Implementation and the success W.L. has seen: HERE
