Case Study
Introduction
Our client operates a medical equipment business that services various healthcare providers, including Hospitals, Clinics, and Diagnostic Centers. Their physical store is in the United States, and they want to expand their operations to Europe and the United Kingdom. To achieve this, they planned to launch the business online, allowing them to reach a wider audience and broaden their customer base.
Reason for Collaboration
The client approached us because they needed to transition from an offline sales model to a robust, scalable B2B digital platform that could support operations across the US, Europe, and UK. Their immediate priorities included setting up region-specific storefronts, managing multi-currency transactions, integrating supplier inventory, and improving order visibility — all within Salesforce B2B Commerce Cloud. They were looking for a partner with the technical expertise to design and deliver a solution that met these functional needs without introducing unnecessary complexity.
Beneath these surface goals, the client was motivated by deeper challenges. They wanted to avoid the long-term risks of creating a patchwork system that could lead to data silos, technical debt, and operational inefficiencies. There was also a strong focus on ensuring that the platform could scale easily as they added new regions, suppliers, or products, without needing constant redevelopment. Given their role in the healthcare sector, they were mindful of data security, privacy, and regulatory traceability, and aimed to deliver a localized, high-quality customer experience that could help them stand out in a competitive market.
Challenges
Struggling to Establish a Scalable B2B Online Presence
The client had always relied on offline sales, but as they expanded into the US, Europe, and UK, they knew going digital was no longer optional. The tricky part was figuring out how to create an online B2B store that could handle the unique needs of healthcare buyers, follow regional rules, and stay flexible enough to grow with the business, all without creating unnecessary complexity.
Difficulty Managing Multiple Currencies Across Regions
Selling globally meant they needed to show prices in local currencies and make sure payments went through without a hitch. But the real hurdle wasn’t just displaying prices, it was making sure conversions, tax calculations, and invoices lined up perfectly with what was expected in each region. A single misstep could confuse customers or lead to compliance issues.
Lack of Real-Time Inventory and Order Visibility
Since they depended on third-party suppliers for stock, keeping product availability and order status up-to-date was a constant challenge. Without accurate, real-time data, they ran the risk of customers buying items that were not actually in stock or getting frustrated by unclear delivery timelines.
Challenges in Delivering a Regionally Relevant Shopping Experience
They wanted their storefront to feel familiar no matter where their customers were shopping from. But their existing setup made it hard to adjust the design, content, or layout for different markets. What worked for US buyers didn’t always connect with shoppers in Europe or the UK, and they had no easy way to bridge that gap.
Struggling to Launch Targeted Promotions Quickly
Whenever they wanted to roll out a new deal or region-specific promotion, they found themselves waiting on developer support. This made it harder to act fast on market opportunities and left them at a disadvantage when trying to engage customers with timely offers.
Solutions
To address the client’s fragmented operations, our Salesforce B2B Commerce Cloud consultants implemented multi-storefront architecture with region-specific price books, localized UI, and integrated inventory and shipping, enabling seamless transactions and real-time order visibility within Salesforce B2B Commerce Cloud.
Building Regional Storefronts That Could Scale
We created three distinct storefronts: one for the US, one for Europe, and another for the UK. This gave the client the ability to tailor catalogs, pricing, and shopping experiences for each market while keeping everything manageable in one place.
Making Multi-Currency Transactions Seamless
Our team set up price books tied to each storefront so that customers could see and pay in their local currency without confusion. This setup helped keep transactions smooth, accurate, and fully compliant with the financial requirements of each region.
Linking Inventory and Shipping for Real-Time Accuracy
We integrated the client’s third-party inventory systems and FedEx shipping services, so stock levels, order statuses, and tracking details stayed in sync automatically. This meant customers always had a clear picture of product availability and delivery progress.
Designing Storefronts That Felt Right for Each Market
Using Salesforce Experience Builder, we customized the look and feel of each storefront with region-specific layouts, themes, and banners. This made the shopping experience more intuitive and familiar for buyers, no matter where they were located.
Giving the Team Control Over Promotions
We developed a custom promotions tool using Lightning Web Components, so the client’s team could create coupon codes, set rules for discounts, and manage campaigns directly, without waiting on a developer to step in.
Benefits
- Streamlined order and complex transaction management processes, helped the client generate quick order forms, customize catalogs, and manage bulk orders.
- Personalized recommendations based on customer’s preferences help to attract and retain them.
- B2B Commerce Cloud scales up with the growing business. Whether expanding its product lines, geographical reach or customer base, the platform can quickly adapt to the changes.
- Seamless integration with CRM to centralize everything in one place and eliminate the need to migrate data repeatedly.
- Mobile accessibility allows users to access the platform anytime, eliminating time delays.
- Analytics and reporting enable the business to collect valuable insights and make informed decisions. Also, the company can investigate the areas of improvement.
Results
- 51% – Decrease in management & tracking efforts
- 61% – Increase in customer retention
- 56% – Increase in revenue