Sapphire Group used Liferay Commerce to build a fast, easy, and intuitive wholesale ordering system.
Luxury Fragrance Company Automates Their Independent Channel Ordering Process
24/7
Online Ordering Access
6
months to go live
600+
Small Business Owners Serviced
Outline
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Key Takeaways
- Reduce human error and save time with automation.
Sapphire Group’s previous manual ordering processes were vulnerable to mistakes, but the new automated system handles orders seamlessly and error-free. - Prioritize precious customer service hours effectively.
Since the customer service team no longer has to handle orders placed over the phone or via email (now that BDMs and customers can self-service), they can allocate their resources towards dealing with other urgent issues. - Find a B2B Commerce solution with the features you need to thrive in a digital marketplace.
With Liferay Commerce, Sapphire Group’s system can include GWPs, discount codes, curated ranges for different buyers, integration with other systems, and much more.
Background
Based in Australia, Sapphire Group is a manufacturer and wholesaler of premium fragrances under the flagship brands Glasshouse Fragrances & Circa. Creating incredible products and ground-breaking scents that make you feel amazing, Glasshouse Fragrances delivers unrivalled experiences beyond fragrances through products such as candles, diffusers, eau de parfum, and body products. Sapphire Group products are sold globally.
Liferay Solutions
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Challenges
As Sapphire Group became the leader and pioneer in the home fragrance manufacturing industry, they looked for opportunities to extend that strategy on the digital front with their wholesale ordering system.
However, Sapphire Group’s existing process of inputting and managing orders hindered this goal due to the fact that:
However, Sapphire Group’s existing process of inputting and managing orders hindered this goal due to the fact that:
- Ordering products was tedious and inefficient.
All orders from Business Development Managers (BDMs) and other wholesale customers had to be placed over the phone or via email, taking up valuable customer service hours. - Processing orders also happened too slowly.
After the orders went through over the phone or email, they had to be manually processed through Excel, so there was a delay between the receipt of the order and dispatch. - Looking through the product catalog wasn’t easy.
BDMs couldn’t browse the product catalog and order from the same platform, creating an overall user experience that wasn’t ideal.
We loved how [Liferay Commerce] was easy to use.
Implementation
Before settling on a B2B Commerce platform, Sapphire Group conducted a thorough evaluation of multiple potential vendors, narrowing down their pool of candidates based on order efficiency, ability to handle various sales rules, and easy integration with outside systems.
Liferay Commerce ticked all of these requirements, offering a straightforward user interface and flexible content features. Sapphire Group built Sapphire Ordering System (SOS) for their BDMs and more than 600 small business owners.
Liferay Commerce ticked all of these requirements, offering a straightforward user interface and flexible content features. Sapphire Group built Sapphire Ordering System (SOS) for their BDMs and more than 600 small business owners.
Results
SOS has been rolled out to all BDMs, with a full rollout to remaining customers imminent. So far, both BDMs and Sapphire Group customer service have given very positive feedback about the new secure and automatic ordering system.
Since going live with SOS, Sapphire Group has seen the following results:
Since going live with SOS, Sapphire Group has seen the following results:
- Efficiency has increased and margins of error have decreased.
Now that orders are no longer input twice, mistakes happen less frequently, and there’s no lag between order receipt and dispatch since the orders go directly through Liferay Commerce. - Customers have 24/7 online ordering access.
Because customers can place an order anywhere, anytime without having to go through customer service, the overall customer experience has improved. - Customers can view and order products from a single location.
In the product catalog, Liferay Commerce displays all product information and images alongside ordering functionality, and BDMs have noted how easy the catalog is to navigate.
After the full SOS rollout, Sapphire Group plans to implement the system in different countries, using Liferay technology to enable them to scale realistically.
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