Founded in 1949, the Austrian company specializes in the development and manufacture of high-quality optical instruments with the longest range and highest precision in the premium segment of the market. Meanwhile, more than 1100 employees work for the company worldwide. The slogan "Constantly improving what is good" is reflected in all areas of the company, whether innovative technology or comprehensive services.
Therefore we became Swarvoski's growth partner to improve their customer experience and service. 

Until now, customer orders were placed by field service, telephone or mail. The team at Swarovski wanted to improve their service in the purchasing area for their customers.
Their objective was clear:

• Uniform online store for all company divisions.
• Clear & proper mapping of the extensive portfolio and different product lines

"When launching the new B2B e-commerce-shop, it was particularly important to us that we could incorporate feedback that had already come to us directly from B2B customers via our country managers to provide a better customer experience. It was also our goal to make the shopping process, from login to check-out, as simple and intuitive as possible for our trading partners, so that we could also attract more customers to the online store."
- Team at Swarovski-OptikAG & Co KG

The Challenge

After working out the existing pain points together with SWAROVSKI OPTIK and SUNZINET, we identified the following challenges:

1. SWAROVSKI OPTIK has a rather complex pricing structure due to the diverse product portfolio and the different dealer prices.
2. They were unable to check the customer's financial status directly at check-out
3. Integration of data such as price or inventory from the ERP system was not ideal.

Our Approach

• Implementing Salesforce B2B Commerce Cloud within the existing Salesforce system to streamline and automate the merchant buying process.

After reviewing SWAROVSKI's existing technology landscape, challenges and goals - we realized that Salesforce B2B Commerce would be an ideal solution for them.

With Salesforce B2B commerce solution, the ERP system can be accessed via an interface to retrieve individually negotiated prices for each dealer in real-time. This allows each retailer to view their specific conditions directly in the online store. The Individualization ability of B2B commerce ensures transparent and customer-friendly pricing that meets the needs and requirements of each merchant.

The Result

• Steady increase in sales since implementation

Due to the continuous availability around the clock and the uncomplicated operation, the online store has become a great success. SWAROVSKI OPTIK's Orders have increased significantly compared to the previous system.

Meanwhile, more than 2000 retailers worldwide benefit from the B2B Commerce Cloud.