Armor Express was operating with a basic customer portal that offered little in the way of customization or two-way functionality. Distributors had no visibility into order timelines, internal teams were juggling disconnected systems, and there was no pathway for direct Agency or Individual customers to purchase online.
Their goals were straightforward but technically demanding: improve the online experience for distributor customers, consolidate sales activity into a single platform, create cleaner internal data flows, and open a direct e-commerce channel for non-distributor buyers.
Because Armor Express already had an existing Salesforce CRM, Salesforce Commerce Cloud was the natural fit - it allowed ForteNext to build the new e-commerce experience directly into their existing environment rather than adding yet another disconnected system to manage.
ForteNext designed and built GearUp, a customized commerce platform purpose-built for configurable body armor. The platform addresses the full order lifecycle, from product discovery and configuration through checkout, fulfillment visibility, and ongoing account management.
The key capabilities ForteNext delivered include:
Personalized Experience - A registration flow tailored to different customer groups, with a multi-level account-based pricing structure that reflects the complexity of Armor Express's distributor and direct-buyer relationships.
Product Configuration - A product catalog that lets customers customize each item from available options, compare similar products, and validate sizing and features before ordering. Given the nature of body armor, getting this right matters.
Optimized Checkout - A streamlined checkout process with steps and shipping options adapted to each buyer group, reducing friction for both distributor and direct customers.
Self-Service Order Tracking - Customers can access real-time order status, expected shipping dates, and up to 10 data points per SKU - eliminating a significant volume of inbound support requests.
ERP and Tax Integration - ForteNext synchronized GearUp with Armor Express's Sage ERP via Greytrix and integrated Avalara for automated tax calculation, keeping commerce and operations in sync without manual intervention.
Within three months of launch, GearUp had generated over $500K in revenue from direct customers alone - a channel that simply didn't exist before. Beyond the revenue impact, the platform transformed how Armor Express operates.
Internal teams gained a single system for managing all sales activity, replacing manual processes and outdated printed catalogs with dynamic, always-current product information. The direct purchase capability also extended Armor Express's reach into regions where distributor coverage was thin, giving them a competitive advantage their rivals couldn't match.
The engagement didn't end at launch. Armor Express continues to work with ForteNext through an ongoing Managed Services partnership, with the team providing support, enhancements, and solutions as the platform evolves.
"ForteNext has a great team of knowledgeable, customer-focused people. We greatly appreciate their help in achieving the goals of our original SOW, as well as the ongoing support they've provided in maintaining and enhancing our system through an ongoing Managed Services partnership. They have consistently identified solutions to overcome any challenges that arise and do their part to keep projects on time/budget targets." - Mike Eyre, Marketing Director, Armor Express
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