About the client
Kongsberg Precision Cutting Systems (‘Kongsberg PCS’) delivers the most robust and reliable digital cutting and CNC solutions to packaging, signage, display and manufacturing markets worldwide.
By fusing technology and creativity, Kongsberg PCS drives innovation. It enables customers to produce faster, safer, and more efficiently without limiting their imagination.
The research and development facility is located in Kongsberg, Norway, where the company was founded in 1965. The production site is in Brno, Czech Republic. The global head office and customer experience centre are in Ghent, Belgium.
In August 2021, Kongsberg Precision Cutting Systems acquired MultiCam Inc., a leading supplier of innovative CNC cutting solutions for a multitude of industries and applications. MultiCam’s product portfolio includes CNC routers, digital cutters, laser, plasma, and waterjet cutting machines.
Since 2021, Kongsberg Precision Cutting Systems is owned by OpenGate Capital – a private equity firm headquartered in Los Angeles, California, with a European office in Paris and investments on five continents.
Challenge
Kongsberg PCS was looking to build a robust eCommerce system to help maximise its revenue for consumables while providing a better and more efficient customer experience.
Moreover, Kongsberg PCS also prioritised maximising the consumables business revenue on a digital level and delivering a good customer and dealer experience on a multi-regional / country level. To ensure maximum success and adoption, besides the implementation of the solution, Kongsberg PCS focused on the improvement of internal processes.
Solution
For this challenge, B2B Commerce Lightning combined together with Experience Cloud was implemented, adding to the extensive range of Salesforce multi-cloud solutions and MuleSoft that were already existent at the company.
To ensure a high rate of adoption, a stream of enablement sessions of admin and integration teams was conducted. This also meant that any future maintenance and troubleshooting can be done without external support.
Results
The implementation of the aforementioned solutions resulted in improved customer experience in regards to product search, product filtering, product compatibility, checkout experience, clearer shipping method and cost calculation, as well as smoother dealer experience.
Within just the first day of going live, over 60 orders were made, the checkout experience was 2x as fast compared with Legacy B2B, and maintenance of the B2B back office (Product attributes, Prices, Pictures, product relations) became easier and 4x faster. Additionally, the loss in regard to too generous cost calculation was eliminated.
Conclusion
The cooperation between the Kongsberg PCS and Waeg teams lead to the set up of a complex eCommerce website in less than six months, which now drives the digital growth and revenue of Kongsberg Precision Cutting Systems. This project is a perfect example of how Salesforce B2B Commerce Cloud drives revenue growth and creates a best-of-class buyer experience.
