Sibelco Abrasives sales were still run in a personal, but not structured way (phone call, email order). The aim was to create a B2B environment, in which customers can easily purchase and reorder abrasives. We knew this company was going through a global transformation. Sibelco is aligning their mission with how customer expectations evolve and processes change. This is where the journey with Salesforce started.
Their sales channels needed to give the customer a personalized experience, with access to his account manager, past sales, and all this in a quick mobile- friendly environment. Although this platform needed to be restricted to customers, new customers must be able apply for an account easily.
Using the B2B Commerce Cloud platform, we implemented a webshop enabling Sibelco’s B2B customers to shop online whereas before they only used a sales representative over the phone to (re)order their products. The end user could choose from a set of 250 products, all in different packages and granularity. Different price books were offered, depending on the customer tier. Ultimately, we created a coupon system, allowing discounts during the first months.
We delivered an integration with a web service as a solution to calculate complex transport costs, depending on postal code or other parameters. Forward has established the alignment of the B2B shop with the Sibelco website by implementing multiple Iframes within the shop.
Besides continuing with the current planning, order management was also implemented so that the customer was informed with a overview mail when his order was placed.
We proved it was important to customize the application in such a way that customers were able to quickly reorder the exact same order as previously. This is a common use case in the Abrasives sector. It allows customers to create a similar order in one click, after which the order specific data can be filled in on the checkout screen.
To report on all sales, we configured Salesforce reporting on abandoned carts or placed orders. On top of that Google Analytics (Tag Manager) was used to follow the different steps from each visitor.
Together with the team of Forward and Brightfox, Sibelco Group acted as one team to grow the company. They have a clear vision, part of this vision is technology and that is where Salesforce and Forward play an important role.