About the client

Specialized Bicycle Components has designed and manufactured bicycles, cycling equipment, and related products since 1974. Built by riders for riders, the company develops premium products for cyclists around the world while supporting cycling through innovation, advocacy, and community initiatives.

Challenge

Specialized wanted to strengthen its Rider Care organization by giving customer service teams the ability to place customer orders directly for the first time. Before this project, Rider Care agents could help modify or cancel some orders, but they could not create orders on behalf of customers. Instead, agents had to direct riders to complete purchases online, limiting their ability to resolve issues and support sales.

Specialized also wanted to bring assisted ordering, secure payments, and order servicing into Salesforce while integrating with its existing commerce, ERP, and inventory systems. The goal was to give Rider Care agents a single workspace to manage the complete customer experience.

Solution

XCentium implemented a Rider Care Assisted Ordering solution built on Salesforce Order Management and MuleSoft. For the first time, Rider Care agents could create customer orders directly within Salesforce while also managing order amendments, cancellations, refunds, and goodwill discounts from the same application. The engagement included discovery, solution design, implementation, testing, user acceptance support, and production deployment using an Agile delivery approach.

To support secure assisted sales, XCentium integrated Adyen Pay by Link and Sequence Shift IVR payment processing. Customers could securely submit payment information without exposing sensitive payment data to Rider Care agents. Agents could monitor payment status, retry failed payments, and support multiple payment scenarios while maintaining PCI compliance.

The solution integrated Salesforce Order Management with Oracle ERP and SAP Hybris Commerce through MuleSoft to synchronize inventory, pricing, orders, returns, and order status updates. Rider Care agents gained real-time inventory visibility, supported multiple fulfillment options, generated return labels, processed replacements and refunds, and managed the full order lifecycle from a single workspace. Reporting capabilities also provided managers with visibility into agent activity, order performance, payment status, returns, discounts, and sales channels.

Outcomes

The Rider Care Assisted Ordering platform transformed how Specialized's Rider Care teams support customers. By enabling agents to place orders directly within Salesforce, Specialized expanded the role of Rider Care from servicing existing orders to completing assisted sales. The unified workspace also reduced context switching by bringing ordering, payments, and post-purchase servicing together in a single application.

The implementation enabled Specialized to:

• Enable Rider Care agents to place customer orders directly from Salesforce for the first time.
• Expand Rider Care from post-purchase support to assisted sales, creating a new revenue-generating service capability.
• Unify ordering, payments, and order servicing within a single Salesforce workspace.
• Integrate Salesforce Order Management with Oracle ERP, SAP Hybris Commerce, and MuleSoft to synchronize inventory, pricing, orders, and returns.
• Support secure assisted payments through Adyen Pay by Link and Sequence Shift IVR integration.
• Manage the complete order lifecycle, including amendments, cancellations, refunds, replacements, and goodwill discounts. 

Technology

• Salesforce Order Management
• Salesforce Service Cloud
• MuleSoft
• Oracle ERP
• SAP Hybris Commerce
• Adyen
• Sequence Shift
• Avalara