Project Name

Elevating Salesforce B2B Customer Engagement with Real-Time Personalization

Industry

E-Commerce

Technology

Salesforce, Lightning Data Service, LWC

Overview

Our client is a prominent B2B solution provider that completely relies on Salesforce Experience Cloud to manage online customer interactions and their self-service portal. They were focused on improving customer experience by embracing multiple technologies such as LWC, UI API, wire adapters, and custom JavaScript methods.

Challenges

They were struggling to engage their customers and lacked the tools to create dynamic and personalized user interfaces.
They want to build an interactive user interface capable of showcasing personalized content was a complex undertaking

Our Solution

To tackle the challenges, we embarked on a journey to transform our client's B2B customer experiences:

We utilized Salesforce's UI API to enable real-time personalization and adaptability by rendering dynamic user interface elements. Customized UI components seamlessly integrate real-time customer data and preferences.
We integrated Lightning Web Components and wire adapters to fetch real-time customer data from Salesforce CRM and the Experience Cloud, ensuring access to the latest information.
Custom JavaScript functions within Lightning Web Components were developed to process real-time data, aiding in generating personalized product recommendations and user-specific content.
Leveraging UI API, wire adapters, and custom functions, we achieved real-time personalization encompassing product recommendations, content suggestions, and personalized promotions.
Dynamic UI elements were introduced to reduce user effort and boost engagement, ensuring a user-friendly and hassle-free journey through the online portal.

Data Flow Diagram

Conclusion

At the end of this Salesforce Experience Cloud Case Study, our client’s journey with us led to a remarkable transformation of their B2B customer experience. Their online platform evolved into a real-time, personalized engagement hub, showcasing the true power of modern Salesforce technology. This not only enhanced customer engagement but also provided our client with a significant competitive advantage in the B2B sector with Salesforce CRM solutions. It’s a testament to what can be achieved when technology and innovation are used to create a human-centric, dynamic B2B experience.