Enabling Seamless B2B Commerce for Medical Parts Replacement

Challenge

First Call Parts is a forward-thinking provider of parts for diagnostic imaging systems that aims to redefine medical parts replacement through excellence in quality of parts and service delivery.

As a supplier of diagnostic imaging system parts, First Call Parts operates in a niche where customers have high requirements for speed and accuracy of order fulfillment.

To enhance the customer reach and customer experience, First Call Parts needed a B2B storefront that:

• Allows customers to order replacement parts at any time
• Streamlines their ordering and delivery processes
• Provides smooth integration with their existing software

Solution

First Call Parts selected Salesforce’s B2B Commerce Cloud as their preferred eCommerce platform and hired forténext to realize this initiative. Together with the client, we built a digital storefront that facilitates buying experiences for First Call Parts’ customers and daily operations for their sales team.

Key features

• Intuitive product discovery
  Parts are organized by brand/category and can be searched by name or SKU.‍
• Smooth shopping process
  Product details page with customer-specific pricing, product variations, part condition (refurbished, tested, used, or new), and form to request availability.‍
• Flexible shipping options
  Buyers can select the carrier (UPS, FedEx), use their existing carrier account, opt for escalated shipment, and see the estimated shipping cost.
• Sales processes automation
  Automated after hours ordering, shipping arrangements, return merchandise authorization requests.
• System integration
  The new B2B Commerce store is integrated into the existing software ecosystem (Salesforce Sales Cloud, Fishbowl) with minimal impact on existing processes.

Results & added value

The new B2B online store empowers First Call Parts' customers with efficient and easy ordering available 24/7.

• Enhanced speed of order processing
• Efficient customer buying experience
• Pricing/availability response time went from 15-30 min to immediate resolution
• The need for an after-hours on-call staff & associated costs were eliminated

Feedback

“forténext was a great help with this project. Often times, we would get a response well outside of their normal business hours and that was much appreciated. I found their technical knowledge and reference guides after deployment most helpful.” - Amy Belcher, Parts Sales Specialist, First Call Parts