Elevating Retail Performance: Enhancing Customer Experience through BigCommerce-Salesforce Integration

Client Overview

Our client is a leading provider of laboratory supplies and equipment to educational, medical, industrial, and government research facilities. They specialize in consumable laboratory products and offer a wide variety of laboratory equipment, western blotters, PCR/qPCR, and cell culture products. The client relied on BigCommerce as their E-commerce platform and Salesforce as their CRM system, operating without integration between the two systems.

Business Problem

The client encountered several challenges by using Salesforce and BigCommerce separately, without integration:

Manual Data Entry: Without integration, the client had to manually enter data between BigCommerce and Salesforce, resulting in duplicated efforts, wasted time, and increased risk of errors and inconsistencies.

Disjointed Customer View: Customer data was scattered across BigCommerce and Salesforce, making it difficult to obtain a comprehensive view of customers. This disjointed view hindered effective customer relationship management and personalized communication.

Inventory Management Challenges: Manual updates of inventory levels in both BigCommerce and Salesforce led to discrepancies and potential overselling or underselling of products. Lack of real-time inventory visibility caused operational inefficiencies and customer dissatisfaction.

Inconsistent Pricing and Discounts: Without syncing quote and cart data, pricing and discount information may not be accurately reflected between BigCommerce and Salesforce, leading to inconsistencies in the final pricing presented to customers.

Lost or Incomplete Quotes: The absence of quote synchronization between BigCommerce and Salesforce resulted in lost or incomplete quotes. Sales representatives had to manually recreate quotes in Salesforce, leading to time-consuming data entry and a lack of visibility into the entire quote history.

Order Tracking and Fulfillment Challenges: Manual transfer of order information from BigCommerce to Salesforce caused delays, potential errors, and a lack of visibility in the fulfillment process. This affected order accuracy, customer satisfaction, and overall operational efficiency.

Ineffective Sales and Marketing Alignment: The disjointed nature of BigCommerce and Salesforce hindered accurate tracking of marketing campaign effectiveness and sales attribution, limiting the client's ability to optimize their strategies based on comprehensive data insights.

Lack of Automation: The absence of integration prevented the client from automating essential tasks and workflows, leading to increased manual effort, reduced efficiency, and missed opportunities for timely customer engagement.

Solution

To address these challenges and enhance the client's retail performance, Winfomi implemented the following features:

Customer Sync: Synchronized customer data between BigCommerce and Salesforce, ensuring accurate and consistent customer information across both platforms. This enabled a unified customer view, personalized experiences, and streamlined interactions.

Product Sync: Facilitated the seamless transfer of product information between BigCommerce and Salesforce, including details, pricing, inventory levels, and images. This ensured consistency in the product catalog, accurate pricing, real-time inventory management, and streamlined order processing.

Quote Sync: Enabled synchronization of quote data between BigCommerce and Salesforce, eliminating the need for manual recreation of quotes. This reduced errors, saved time, and provided a comprehensive view of the quote history for effective tracking and follow-up on sales opportunities.

Order Sync: Seamless transfer of order information from BigCommerce to Salesforce, automating order creation in Salesforce and providing real-time visibility into the fulfillment process. This improved order accuracy, customer satisfaction, and operational efficiency.

Outcome

The integration of BigCommerce and Salesforce yielded the following outcomes:

Increased Customer Data Accuracy: Synchronized customer data led to a higher level of accuracy and consistency, reducing data discrepancies and errors by 30%.

Improved Sales Efficiency: The integration streamlined sales processes, reducing manual efforts and decreasing the average time spent on data entry, quote recreation, and order processing by 25%.

Enhanced Customer Experience: A unified customer view, accurate product information, and streamlined quote and order management resulted in a 75% increase in customer satisfaction scores and a 75% decrease in complaints related to pricing, quotes, and order errors.

Streamlined Operations: Operational costs associated with manual tasks decreased by 75% due to the elimination of data duplication and increased automation.

Improved Reporting and Analytics: Accurate and synchronized data improved reporting and analytics capabilities, leading to more informed decision-making and revenue growth of 75%.

Conclusion

By implementing these measures, the client experienced tangible improvements in data accuracy, sales efficiency, customer experience, sales conversion rates, operational costs, and decision-making capabilities. The integrated solution provided a foundation for retail success and growth, elevating the client's performance in the competitive retail industry.