Health and wellness company develops digital ecommerce platform
Upgrade improves quality control, delivery cycles and development/deployment
As an internationally recognized provider of dietary supplements and personal care products for the fitness community, this U.S.-based company focuses on improving customers’ health and livelihood. Digital performance proved to be a growing challenge for the firm after an in-house ecommerce platform was unable to connect disparate systems in an agile way.
Struggling to deliver a seamless customer experience that could compete with online wellness retailers, the company wanted to unify their digital presence to engage consumers and ease their internal team’s management burden.
The company worked with NTT DATA’s MuleSoft experts for a platform that would support business internalization, enable effective product and order management, and provide the framework for added functionality.
Business Needs
Companies competing to support consumers’ health and livelihood in the digital age must deliver a seamless customer experience on par with the many online wellness retailers. But for this U.S. dietary supplement and personal care products provider, delivering digital performance in the fitness community was increasingly problematic. An in-house developed ecommerce platform was unable to connect their disparate systems.
The company needed a platform that would support business internalization, enable effective product and order management, and provide a framework for added functionality. And it wanted to integrate systems while ensuring their underlying architecture would provide enough flexibility to add new features in an agile way.
Outcomes
- Gains real-time synchronization of Salesforce Service Cloud and Marketing Cloud
- Enhances customer insights, mobility and team collaboration
- Improves quality control
With improved digital performance and an easy-to-manage integration platform, the company can quickly ramp up their internal development team by five times. Leadership anticipates a 100% increase in revenue streams over the coming year.
Solution
To replace the existing in-house platform, the teams chose SAP Hybris, an enterprise-level cloud-based ecommerce platform. The company wanted to add real-time synchronization of the recently implemented Salesforce Service Cloud and Marketing Cloud products, but changes to these tools, such as member and order data or system notification alerts, weren’t syncing to either the existing ecommerce platform or SAP Hybris. Adding this capability would enhance customer insights, mobility and team collaboration.
After developing a solid foundation and processes, the teams built an environment that improves the provider’s quality control, shortens overall delivery cycle times, and streamlines internal development and deployment. It fully integrates the in-house platform, SAP Hybris, and the Salesforce Service Cloud and Salesforce Marketing Cloud tools. Hourly preconfigured data synchronizations populate the system with real-time consumer insights, giving the company 360-degree customer views so they can fully engage with their online audience.
With improved digital performance and an easy-to-manage integration platform, the company can quickly ramp up their internal development team by 5X. Leadership anticipates a 100% increase in revenue streams over the coming year.
About the case study
An internationally recognized provider of dietary supplements and personal care products for the fitness community boosts digital performance to improve quality control, delivery cycle times, and development and deployment.