Medical supply retailer launched new B2B online store to empower customers with efficient and easy ordering, available 24/7. Forte Group

First Call Parts streamlines medical parts replacement with Salesforce and Forte Group

First Call Parts is a forward-thinking provider of parts for diagnostic imaging systems that aims to redefine medical parts replacement through excellence in quality of parts and service delivery.

Industry

Medical devices

Headquarters

Salem, Virginia

Founded

1996

Challenge

As a supplier of diagnostic imaging system parts, First Call Parts operates in a niche where customers have high requirements for speed and accuracy of order fulfillment.

To enhance the customer reach and customer experience, First Call Parts needed a B2B storefront that:

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Allows customers to order replacement
parts at any time

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Streamlines their ordering and delivery
processes

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Provides smooth integration with their
existing software

Solution

First Call Parts selected Salesforce's B2B Commerce Cloud as their preferred e-commerce platform and hired Forte to realize this initiative. Together with the client, we built a digital storefront that improved buying experiences for First Call Parts' customers and streamlined daily operations for the company's sales team.

Seamless buying experience

  • Intuitive product discovery. Parts are organized by brand / category and can be searched by name or SKU.

  • Smooth shopping process. Product details page with customer-specific pricing, product variations, part condition (refurbished, tested, used, or new), and form-to-request availability.

  • Flexible shipping options. Buyers can select the carrier (UPS, FedEx), use their existing carrier account, opt for escalated shipment, and see the estimated shipping cost.

Streamlined sales operations

  • Sales processes automation. Automated after-hours ordering, shipping arrangements, return merchandise authorization requests.

  • System integration. The new B2B Commerce store is integrated into the existing software ecosystem (Salesforce Sales Cloud, Fishbowl) with minimal impact on existing processes.

What we did

Created B2B Commerce portal that facilitates parts ordering for First Call Parts' customers and automates routine tasks for the company's sales reps.

Powered by

Salesforce

Launched in

2021

View live

First Call Parts

Integrations

Salesforce products

  • Commerce Cloud - B2B Commerce
  • Sales Cloud
  • Experience Cloud

Third-party products

  • Fishbowl | ERP
  • Authorize.net | payment gateway
  • Shippo | shipping cost calculation
stick

“Forte was a great help with this project. Often times, we would get a response well outside of their normal business hours and that was much appreciated.”

Amy Belcher

Parts Sales Specialist, First Call Parts

Results

The new B2B online store empowers First Call Parts' customers with efficient and easy ordering, available 24/7.

Enhanced speed of order
processing

Pricing/availability response time went
from 15-30 min to instantly

Efficient customer's buying
experience

The need for an after-hours on-call staff
and associated costs were eliminated