STREAMLING AN OMNICHANNEL ECOMMERCE OPERATIONS

CHALLENGE

A global hearing aids manufacturer faced significant challenges managing its B2B operations across multiple regions and brands:

• Legacy systems required extensive manual processes, with 20+ applications creating inefficiencies and errors.

• Audiologists struggled with a complex ordering process for custom-fit hearing aids, leading to delays and errors.

• Regulatory changes necessitated a future shift to Direct-to-Consumer (D2C) commerce, requiring a scalable, unified solution.

SOLUTION

Rambler Technology partnered with the manufacturer to modernize its commerce ecosystem:

1. Led the selection of Salesforce Commerce Cloud and Salesforce Order Management, consolidating regional and brand operations onto a singular platform.

2. Designed a solution to simplify the audiologist experience by enabling streamlined custom hearing aid configuration with fewer errors and greater efficiency.

3. Developed a roadmap for phased implementation, starting with North America, expanding to global regions, and laying the foundation for D2C operations.

4. Built the platform on top of the manufacturer’s existing Salesforce Sales and Service instances to maximize integration and operational efficiency.

OUTCOMES

1. Operational Efficiency: Consolidated 20+ applications into Salesforce, drastically reducing internal management time and simplifying operations.

2. Improved User Experience: Enhanced the B2B portal, streamlining the fitting and ordering process for audiologists, reducing errors, and increasing efficiency.

3. Global Scalability: Delivered a roadmap enabling the manufacturer to scale globally and prepare for regulatory-driven D2C expansion.

Services Provided: eCommerce Roadmap (B2B, B2C), Business Case Creation, Platform Selection, Contract Negotiation / Coaching, Functional and Architecture Design

Applications: Salesforce Commerce Cloud, Salesforce Order Management, PIMLY, Logik.io