One of the the largest privately owned companies in the United States that provides food, agriculture, financial and industrial products to the world came to us with a digital transformation mandate for one of their 60 year old business units.The division produces, packages and ships salt for agricultural, food, water conditioning, industrial and packaged ice control markets.
This salt supplier’s first venture into the digital commerce space started modestly, in an effort to take orders online and decrease the number of transactions occurring via phone, fax and EDI. The company’s primary replatforming business goals included enabling customer self-service, simplifying site navigation and ease-of-use, and decreasing order processing errors that were impacting bottom line. The supplier’s potential for order errors went far beyond mislabeled boxes or pallets and errors could impact entire trains, boats or planes of product, so they were highly motivated to reduce, and ideally eliminate, manual order entry.
In order to allow for online order transactions, Gorilla implemented SAP Hybris 5.7, which was integrated with the organization’s legacy SAP ECC system. The integration was extremely robust, and took into account several real-time API web services calls to keep all information in sync and flowing through downstream applications beyond SAP Hybris.
Our Customer Experience Management (CXM) team provided content governance processes to guide content creation over the long-term, and assisted with content development to improve product discovery.
This business unit’s venture into ecommerce has set a precedent for the company’s other business units, as well as their customers, regarding digital progress and transformation as it becomes increasingly important.
Since launch, our client has signed on with Gorilla Group’s Managed Services for ongoing enhancements, as well as marketing and consultation services.
Key business benefits, such as lower cost of sale, more efficient sales force, and significantly reduced errors within the ordering process, are being recognized.
Multiple continuous deployments are currently in flight, to ensure business process change management with their Customer Service team and onboarding of more customers during the larger-scale rollout of the program. Additionally, Gorilla Group will be training the client’s business and technical teams on the technical and functional sides of the platform.