Commerce Cloud case study: B2B order flow with Service Cloud and ERP
This Commerce Cloud case study shows how ForceFolks connected a B2B distributor's orders, support and ERP. MuleSoft linked Commerce Cloud, Service Cloud and Infor M3 for warehouse allocation and customer updates. Fulfillment time fell by 40%, and order-status support calls fell by 50%.
Key takeaways
- B2B orders move from Commerce Cloud through payment checks to Infor M3 ERP and the warehouse system.
- Service Cloud gives support staff the same order milestones used in customer notifications.
- The project reported 99.8% cross-system order sync and 95% staff adoption within 4 weeks.
- The delivery team completed the global launch in 6 months.
Commerce Cloud case study: the distributor's systems
| Attribute | Detail |
|---|---|
| Salesforce partner | ForceFolks |
| Industry | Logistics & Transportation |
| Company size | Enterprise: $1.5B revenue, 6,200 employees |
| Salesforce products | Commerce Cloud, Service Cloud, MuleSoft |
| Services provided | B2B Commerce Implementation, Enterprise Integration, Architecture Consulting |
| Systems integrated | Infor M3 ERP, Manhattan Associates WMS, CyberSource payment gateway |
| Delivery model | Enterprise Multi-Cloud Delivery Pod |
| Team | 1 B2B Commerce Architect, 2 MuleSoft Developers, 1 Service Cloud Specialist, 2 Core Platform Developers, 1 QA Automation Lead |
| Timeline | 6 months to global launch |
How ForceFolks connected commerce, service and ERP
Customers and support staff needed the same order status. ForceFolks connected checkout, warehouse allocation and shipment updates instead of leaving separate order records in each system.
[Commerce Cloud checkout] → [CyberSource payment check] → [MuleSoft and Infor M3] → [Warehouse allocation and Service Cloud status]
- B2B customers place orders under their contract terms in Commerce Cloud.
- CyberSource checks payment authorization before checkout completes.
- MuleSoft reads the completed basket and creates the order in Infor M3 ERP.
- Fulfillment data passes to Manhattan Associates WMS for warehouse picking.
- Service Cloud receives order milestones so support staff can follow the shipment.
- Status changes automatically send transaction updates to the customer's team.
Measured results
- Adoption: 95% operational adoption across support desks and fulfillment in 4 weeks.
- Data fidelity: 99.8% order-sync match across storefronts, support, and ERP.
- Cycle time: order-fulfillment time down 40% by optimizing warehouse data flow.
- Cost: order-status support calls down 50% through automated notifications.
- Time-to-value: capacity and efficiency gains within 180 days.
- Accuracy: 100% accuracy across SKU allocations and multi-tier pricing.
B2B commerce and ERP order flow: project questions
How do you unify Commerce Cloud, Service Cloud, and an ERP for B2B orders?
ForceFolks used MuleSoft to read completed Commerce Cloud baskets and create orders in Infor M3. Warehouse allocation followed in Manhattan Associates WMS. Service Cloud received the order milestones for support staff.
Can B2B commerce automation reduce order-status support calls?
In this ForceFolks build, automatic status notifications reduced order-status calls by 50%. Order-sync matching reached 99.8% across the storefront, support system and ERP. The change gave customers updates without a separate call to the support desk.
How did connected order data change fulfillment time?
Fulfillment time fell by 40% for this $1.5B distributor. ForceFolks improved the data flow between Salesforce, Infor M3 and the warehouse system. The result is specific to this order and fulfillment process.
Related services and case studies
Find where your B2B orders lose time
Show ForceFolks the path from checkout to warehouse allocation and shipment updates. We can assess duplicate entry, missing status messages and integration ownership.