Case Study Overview
Shorr Packaging Corp., a national leader in packaging solutions, was looking to modernize their processes. With the addition of a new Chief Commercial Officer who wanted to take their systems “from Flintstones to Jetsons,” they began their Salesforce journey by implementing Sales Cloud and Service Cloud. Soon, they added B2B Commerce Cloud to their stack, allowing a subset of customers to self-serve through a portal called ShorrExchange, one of the many channels through which they receive orders from their customers.
The next step on their journey is to automate order processing, but before they implement it across all channels, they are giving Salesforce Order Management a test run with ShorrExchange.
The Challenge
After launching their B2B Commerce Cloud portal, ShorrExchange, Shorr realized they had a new problem: the ShorrExchange orders flowing into Salesforce stopped there. With their current systems, the orders would need to be manually entered into the ERP.
Manual entry for each order was taking anywhere between 15 to 20 minutes to get into the ERP with various validation needs, such as SKU, tax information, inventory availability, substitution options, costing the company hours of unnecessary work each day.
To solve this, Shorr realized they would need to continue their Salesforce journey with the addition of OMS to their stack. Though Shorr’s incumbent partner had helped establish their existing Salesforce systems, the partner simply did not have the knowledge to take the project further. Salesforce recommended that Shorr connect with Saltbox Mgmt.
The Solution
Saltbox’s structured approach began with conducting a series of 10 stakeholder workshops, which helped to document Shorr’s existing order lifecycle process from across all of their sources and business units. It took time, but this was a necessary step for the team to be able to identify and document what was coming in, and from where.
With this phase complete, the team was able to build-out the core of the Salesforce Order Management Solution (OMS). This consisted of automating order intake, processing, status updates, and downstream handoffs.
The team’s core objective was to allow the orders that pass all checks and validation rules to flow directly into the ERP. Only orders specifically needing review would require human intervention, and even then those users would have built-in tools to be able to make the needed changes and re-submit those orders via APIs instead of manual entry to the ERP. This would allow the ERP to then respond immediately with updated statuses and order numbers.
The Results
As a result, while Shorr isn’t quite at Jetsons-level order tracking yet, they are now passing high-level order sets between ShorrExchange and their ERP, automating what previously had been an inefficient manual process, adding up to two hours per day per representative.
Additionally, the increased order status visibility for both customers and reps provides an experience that is improved tenfold. Customers now have more control, and reps can focus on value-add activities.
Looking forward
Next, Shorr looks to progressively layer in each of their other multitude of order sources one-by-one, folding them into the centralized Salesforce OMS hub. With direct orders via ShorrExchange as well as customer procurement systems via TradeCentric all integrated, the Shorr team is excited about the possibility of utilizing the new MuleSoft AI-powered data capture accelerators, designed to automate the intake of unstructured order documents (like PDFs) through various channels.
Wrapping Up
Given their size and scale, Shorr had a lot on their plate — and the longer they waited, the more complex their problem(s) would get. That’s why they turned to Saltbox, a leader in Salesforce-related systems to properly automate and optimize their OMS for savings that will continue to compound for as long as they use it.
If you’re looking to update or improve your Salesforce systems’ operations, don’t go at it alone. Have the industry experts at Saltbox guide you through the process so you can save time, stress and a lot of money.
Case Study Snapshot
Region
North America
Industry
Sales
Technology
Services
Advisory Services, Brand Strategy, Change Management, Digital Transformation
Images
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