Client
The client is a B2B compounding pharmacy that helps healthcare providers offer customized, affordable medications to their patients. By combining multiple medications into a single bottle, they simplify dosing and make treatment easier to follow. Their cash-pay model skips the hassle of insurance, making medications more accessible and cost-effective for patients while supporting providers in delivering better care.
Challanges
Our client faced significant operational inefficiencies due to a disjointed e-commerce system and fragmented order management. These challenges impacted customer satisfaction and overall business performance.
Key Issues:
- Disconnected e-commerce and order management systems.
- Inefficiencies in order placement, fulfilment, and customer service.
- Poor inventory tracking, leading to delayed deliveries.
- Complex returns processing.
- Heavy reliance on third-party solutions, increasing costs and IT complexity.
- Limited agility in responding to customer needs and market demands.
A streamlined, integrated solution was essential to enhance efficiency and support a customer-centric approach.
Our Solution
To address operational challenges, our client implemented Salesforce B2B Commerce Cloud integrated with Salesforce Order Management System (OMS)—creating a seamless, end-to-end commerce platform.
Key Enhancements:
- Automated Order Routing: Real-time inventory tracking reduced errors and sped up processing.
- Improved Internal Communication: Centralized data enhanced collaboration across sales, fulfillment, and customer service teams.
- Proactive Inventory Management: Ensured better stock control and issue resolution before impacting customers.
- Reduced IT Complexity: Eliminated reliance on third-party tools, lowering operational costs and enhancing scalability.
Our Impact
Implementing Salesforce B2B Commerce Cloud with Salesforce OMS significantly enhanced operational efficiency and customer satisfaction.
Key Achievements:
- Automated Order Processing: Reduced errors and expedited fulfillment.
- Real-Time Order Tracking: Enabled swift decision-making and issue resolution.
- Scalable Business Foundation: Lower operational costs and improved agility.
- Enhanced Customer Experience: Faster deliveries and seamless order management.
Measurable Results:
- 95% inventory accuracy with omni-channel inventory management.
- 37% reduction in delayed deliveries.
- 42% fewer errors in order processing.
- 29% faster order processing times.
- 15% reduction in fulfillment time.
This transformation empowered the client with a more efficient, scalable, and customer-centric commerce solution.