CASE STUDY
Global cosmetics manufacturer completes B2B order management takeover
A new look for order processing
A global cosmetics manufacturer approached Sitecore with multiple technology problems including an order management system which was no longer supported by its IT department. Their call center process was also slow and outdated, with restricted operating hours and misplaced resources. The manufacturer required a solution that would resolve these issues and improve its processes.
About
Manufacturing
Manufacturing
North America
Products
OrderCloud
Required a new order management system to support existing SAP system
- Costly manual call center
- Restrictive ordering system
Sitecore delivered a custom order entry system built on Sitecore OrderCloud, tightly integrated with SAP
- Salons can now quickly place orders, manage claims and returns
- Users avail of enhanced search and filtering functionalities and the manufacturer has the ability to cross-sell/up-sell to users through messaging
Sitecore OrderCloud accelerates cosmetics sales
Within the first nine months of the manufacturer's B2B e-commerce application going live, the manufacturer saw 85% of salons placing orders online instead of calling into the call center.
Ease of use, coupled with the ability to control cross-sell/up-sell opportunities and messaging has contributed to increased sales overall.
In addition, the manufacturer has benefited from significant cost savings and has reported a reduction in errors due to the new automated order entry process.
- 85% of salons placed orders online instead of the call center within six months
- The cosmetics manufacturer has seen a steady increase in sales, as well as cart size
- The manufacturer also experienced cost savings and has experienced a reduction in order errors related to the manual process