Coming to terms with digital
B2B enterprises, such as Westcon, face many challenges from changing customer expectations due to consumerization and decentralized decision-making. In the early 2010s, digital was just beginning to seriously encroach upon the traditional B2B sales model. Like many competitors, less than 10% of Westcon’s sales were attributed to online channels. The race was on to develop new e-Commerce platforms to better serve customers.
To accomplish a full digital transformation, Westcon had two major goals in mind: to grow e-Commerce sales and, more importantly, to optimize internal tools to streamline internal processes such as “creating quotes, creating orders and delivering the best customer experience,” says Dwight Pitter, VP of Customer Technology. This focus on the end-user was a critical component of organizational change required to build a new foundation.
Serving through self-service
With shipments made to over 100 countries, Westcon knew they would need to invest in best-in-class products for dot com and e-Commerce; they selected SAP Hybris, Adobe AEM and Salesforce for their digital transformation. The next step was to create a vision for the new e-Commerce site and CRM solution. Valtech understood the potential cost to serve savings, which neared 90% for some B2Bs, from shifting customers to integrated self-serve platforms.
To navigate complex configuration and integration combinations, Valtech fastened all major initiatives to one anchored theme: self-service. This decision would lead to many intangible benefits for Westcon such as, enhanced customer experience and brand image as well as increased operational efficiency.
Westcon for the win
Valtech’s Digital Transformation Program (DTE) propelled Westcon into the Digital Age miles ahead of competitors. With an impressive tech stack, Valtech rolled out an integrated, highly reliable and easy-to-use solution that fundamentally changed how Westcon does business online.
The new platform eliminates tedious manual work while creating visibility for Westcon’s customers; distribution partners and resellers can now use self-service tools to easily manage and automate every aspect of the sales process within the Hybris e-Commerce site. Westcon Account Managers can also use the tools to more efficiently measure quality assurance at the account and transaction level.
About the company
Founded in 1985, Westcon Group is a privately held global company headquartered in Tarrytown, NY, USA with over $5 billion in yearly global revenues. Their North American presence includes 650 employees in 9 locations across North America.
Over the years, Westcon Group has grown exponentially, establishing more than 90 offices worldwide and shipping products to more than 100 countries across the globe.