Overview

Candela is a leading mid-market distributor specializing in lighting products and accessories, including lamps, ballasts, and sockets. Their products serve industries such as electrical distribution, specialty lighting, and Original Equipment Manufacturers (OEMs).

Challenge: Scaling with Changing Customer Expectations

Candela, as a privately-owned mid-sized organization, faced several challenges:

• Evolving Market Demands: Customer buying habits were shifting towards online purchasing, while Candela’s traditional service model relied heavily on offline interactions.
• Operational Scalability: As a mid-sized company, Candela needed a solution that could scale with increasing demand without relying heavily on developers or IT teams.
• Maintaining High Service Standards: Candela prided itself on delivering top-tier customer service, which needed to be mirrored in their online commerce strategy.

The Solution: A Flexible, Integrated eCommerce Platform

Candela partnered with XCentium to implement a robust, scalable eCommerce solution based on Salesforce B2B Commerce Cloud (CloudCraze). This platform’s API-first, microservices-oriented architecture provided the flexibility needed to integrate with existing systems and accommodate future growth.

Key elements of the solution:

1. 24/7 Self-Service Online Store: The new platform empowered Candela's customers with the ability to shop online at any time, creating a seamless self-service experience while retaining the option for offline services.
2. Salesforce B2B Commerce Cloud Integration: Salesforce's powerful architecture supported Candela's complex commerce relationships, integrating both front-office and back-office needs.
3. Multi-Model Commerce Support: The solution was designed to serve both B2B distributors and B2C resellers, providing flexibility in addressing the different needs of Candela’s diverse customer base.
4. Customer Registration Workflow: A new workflow was created to allow Candela’s customer service representatives (CSRs) to review and approve new customers based on predefined criteria, ensuring a streamlined and personalized onboarding process.

Outcome: Seamless Service, Increased Efficiency

With the new Salesforce B2B Commerce Cloud solution, Candela experienced several key outcomes:

1. Extended Customer Service: By offering an online self-service portal, Candela extended its high-touch customer service model to a 24/7 digital format, enhancing convenience for customers while maintaining personalized support.
2. Scalability: The solution’s scalability allowed Candela to effortlessly handle increasing demand without burdening their development or IT teams.
3. Improved Commerce Operations: The integration of Salesforce B2B Commerce Cloud streamlined both B2B and B2C operations, ensuring smoother transactions, better inventory management, and stronger customer relationships.
4. Efficient Customer Onboarding: The custom registration workflow increased efficiency by enabling CSRs to quickly review and approve customers, accelerating the time to engage and serve new clients.

Impact

Candela’s partnership with XCentium resulted in a modern eCommerce platform that elevated their industry-leading customer service to new heights. By embracing Salesforce B2B Commerce Cloud, Candela not only addressed current market demands but also ensured their readiness for future growth and transformation.

With a scalable, customer-centric platform in place, Candela continues to illuminate the path forward in the lighting industry, setting benchmarks for excellence in both offline and online commerce.