First Call Parts optimizes medical parts replacement with Salesforce & Forte Group

Client:
First Call Parts
Industry:
Medical devices

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:

Allows customers to order replacement parts at any time
Streamlines their ordering and delivery processes
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 facilitates 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

Delivered a customized B2B Commerce solution with robust promotions capabilities to fuel the ManocoBlue commerce engine.

Powered by Salesforce

Launched in 2021

Integrations

Salesforce products

Commerce Cloud – B2B Commerce
Sales Cloud
Experience Cloud

Third-party products

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

“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

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