Project Name
How Ksolves Transformed a B2B Platform with Salesforce Experience Cloud To Supercharge Speed, Engagement & Efficiency?
Our client is a prominent B2B solution provider that completely relies on Salesforce Experience Cloud to manage online customer interactions and their self-service portal. The platform empowers customers to efficiently order products, manage accounts, and access essential support resources. However, the client was experiencing performance issues, including slow page load times, which negatively impacted user satisfaction and productivity.
Every seamless B2B customer experience comes with its own set of challenges. Our client faced multiple roadblocks that hindered performance, usability, and efficiency, impacting customer satisfaction and operational effectiveness. They are:
- Catalog Management: Difficulty in managing the catalog as it requires implementing multiple views and dynamic filtering to improve user navigation.
- Shipment Issue: Efficient Shipment Handling was another issue as it resulted in complex logistics.
- Accuracy & Precision: Accurate Pricing Calculations pose a challenge in maintaining precision across various products and scenarios.
- Multi-Language Support: Complexity in managing multi-language support to ensure accessibility for a global user base.
- Slow Loading Time: UI/UX enhancements to improve user satisfaction and interaction were another issue.
- Caching Mechanism: The issue in caching mechanisms implementation for optimized performance and faster load times
To address these challenges, Ksolves implemented a robust and scalable solution using Salesforce Experience Cloud, focusing on performance optimization, seamless navigation, and enhanced user engagement. To tackle the challenges, we embarked on a journey to transform our client's B2B customer experiences:
- Implemented Salesforce’s UI API to improve catalog management by introducing multiple views (Tile, List, and Table view) and dynamic filtering options to easily navigate and discover products.
- We have integrated an external shipment handling solution to optimize logistics and ensure efficiency and timely deliveries.
- Our team implemented multiple and priority price book handling to ensure precise pricing across different products across regions.
- We enabled the multi-language support by adding translations to make the platform accessible to a global customer base.
- At last, we upgraded the UI/UX using SDLS to enhance user interaction and effectiveness.
- Finally, implementing the caching mechanisms using platform cache and lightning data service optimizes the performance.
The Salesforce Experience Cloud implemented solutions led to significant improvements in platform performance and user experience, resulting in the following measurable value additions:
- 30% Faster Page Load Times due to caching mechanisms, leading to quicker navigation and improved user satisfaction.
- 20% Increase in User Engagement after UI/UX enhancements, with more users interacting with the platform and staying longer on pages.
- 25% Reduction in Support Inquiries due to streamlined shipment handling and more accurate pricing, decreasing confusion and errors.
- Global Reach Expanded by 40% through multi-language support, allowing the platform to cater to a more diverse and international audience.
- 20% reduction in cart abandonment after enhancing browsing and enhancing filters, enabling customers to find products more easily and complete their purchases.
By leveraging Salesforce Experience Cloud, we transformed our client’s B2B customer engagement by addressing key pain points such as slow load times, inefficient shipment handling, and complex catalog management. With our innovative solutions, including dynamic UI enhancements, real-time data integration, and global accessibility, we deliver a seamless, personalized experience for our customers. These improvements not only boosted performance but also enhanced customer satisfaction, engagement, and retention. The results speak for themselves—a faster, more efficient platform with significant gains in user interaction, global reach, and operational efficiency.
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