Consumer Goods Cloud for E-commerce Operations

Our Asian clients in the consumer goods industry aimed to broaden their reach across Asia. They had an ecommerce platform with a diverse product portfolio, handling a complex supply chain. The goal was to streamline online business operations, optimize sales processes, deliver personalized customer experiences, and manage their inventory simultaneously with Salesforce Consumer Goods Cloud for E-commerce Solutions from ITC Group

Project Result

• Sales efficiency increased by 50%
• Customer satisfaction increased by 80%
• Inventory management efforts were reduced by 65%
• Productivity increased by 55%

Project Challenges

With the vision to scale and transform the business, they were facing the following challenges:

• Disconnected Systems: The client felt it was very difficult to manage their business operations with disparate systems. They wanted to manage and maintain the information for sales, order management, inventory tracking, etc in one place avoiding inefficiencies and errors.
• Limited Visibility: Lack of real-time data visibility across the supply chain hindered the client’s ability to make informed decisions respond quickly to emerging trends and navigate changing consumer demands.
• Complex Sales Processes: The client struggled with complex sales processes, including managing promotions, discounts, and pricing strategies. This complexity not only hindered operational efficiency but also restricted the client’s agility in responding to market fluctuations and competitive pressures.
• Sales Performance Tracking: As they prepared to expand their business, they wanted to monitor sales performance and keep an eye on the KPIs. This would enable them to continually enhance their operations and track the progress achieved.
• Customer Engagement: The client struggled to create targeted marketing campaigns and enhance overall customer satisfaction due to fragmented customer data and a lack of integrated marketing tools. Their team required a scalable platform that can be integrated with marketing tools to provide personalized customer experiences.

Project Solutions

To address these challenges, we implemented the following Salesforce Consumer Goods Cloud for E-commerce Solutions:

• Configuring of Consumer Goods Cloud: After gathering all the detailed requirements and clarifying the business goals of our client, we proposed implementing the Consumer Goods Cloud as the best-fit solution, tailored to fulfill all their requirements while aligning with their business objectives. Our initial steps will set up the cloud infrastructure, including setting up the profiles and granting permissions to other stakeholders.
• Unified Platform: We customized a unified platform that seamlessly integrated sales, order management, and inventory tracking, eliminating silos and enhancing operational efficiency by utilizing Salesforce Lightning App Builder and its custom features.
• Real-Time Visibility: We offered real-time visibility into the entire supply chain, enabling the client to make data-driven decisions and respond swiftly to market changes.
• Streamlined Sales Processes: With Salesforce Consumer Goods Cloud solution, our client could now identify and capitalize on market trends more effectively through automated and streamlined sales processes, optimizing promotions, discounts, pricing strategies, and improved visibility contributed to a notable increase in sales.
• Operational Efficiency: The integration of Salesforce Consumer Goods Cloud resulted in a significant improvement in operational efficiency, reducing manual errors and accelerating order fulfillment processes.
• Enhanced Customer Satisfaction: Personalized customer experiences, enabled by a 360-degree view of customer interactions, led to increased customer satisfaction and loyalty. 360-Degree Customer View: The solution facilitated a 360-degree view of customer interactions, enabling the client to personalize marketing efforts and enhance customer engagement.