Fujifilm Graphics Systems commerce portal development with Salesforce
 

Customer Background

Fujifilm Graphics Systems, headquartered in the US, is a leading developer of printing and imaging solutions for a variety of industries with highest quality installations, service, training, workflow, and color consulting. The company provides offset, digital, flexography, screen, and wide-format printing solutions.

Fujifilm

  • Industry

    Printing

  • Technologies / Platforms / Frameworks

    Salesforce B2B Experience Cloud, Lightning Web Component, Lightning Web Runtime, SSIS, Visualforce Page, SAP

Challenges

Fujifilm was confronted with several issues while modernizing its digital commerce site. The current infrastructure did not offer integrated commerce and service functions efficiently. This complicated the management of their orders and service needs for customers within unified platform. The issues of scalability and support by regions also had to be met to maintain a seamless experience for U.S. as well as Canadian consumers.

  • Fragmented user experience – The current system had commerce and service portals, which resulted in inefficiencies and a fragmented user experience.
  • Limited search and navigation features – Consumers experienced challenges in searching for goods and surfing between commerce and service-specific activities.
  • SAP integration challenges – Maintaining real-time synchronization between Salesforce B2B Commerce Cloud and SAP for order processing and invoicing was challenging.
  • Customer service bottlenecks – Processing service requests, monitoring shipments, and supporting customer inquiries were all time-consuming and labor-intensive.
  • Localization for Canada – The platform must provide support for country-specific content, currency, and regulatory needs of the Canadian crowd.

Solutions

Our experts had an in-depth discussion with the client. Our consulting strategy centered on examining Fujifilm’s current infrastructure, determining gaps, and creating a scalable, future-proof solution. After considering various platforms, we chose Salesforce Commerce Cloud it has strong B2B functionalities, efficient SAP integration, and scalability across the globe.

  • Unified commerce and service portal – Merged the commerce and community service functionalities into a single Salesforce-based portal.
  • Enhanced search and navigation – Implemented advanced search algorithms and structured product categorization to improve search accuracy and usability.
  • Product customization – Enables users to configure and personalize products based on specific needs before ordering.
  • Account specific offers & announcements – Allows admins to send targeted messages for pricing updates, sales, festival offers, stock clearance, and other customer-specific notifications.
  • Optimized SAP integration – Developed a robust middleware solution to synchronize invoices, shipments, and order data in real time between SAP and Salesforce.
  • Automated customer service features – Integrated a live chat system (for U.S. users), email notifications, and a structured service history dashboard to streamline customer interactions.
  • Localized Canadian support – Enables IP-based region detection, currency-based pricing, and a location-based checkout mechanism.
  • Bulk order template – Enabled customers to place large orders efficiently through a downloadable template. This simplified order management.
  • Region & user-specific pricing – Displays customized pricing based on user’s location and business agreements.
  • Product subscriptions – Introduced recurring product subscription options (monthly, quarterly, yearly) to automate repeat orders.
  • Onboard customer service representatives (CSRs) – Implemented structured onboarding for CSRs with access to training and tools for enhanced customer support.
  • Shipment tracking – Enabled real-time tracking of shipments directly within the portal. This reduced inquiries related to order status.
  • Featured product categories – Introduced a categorized product listing with easy navigation. It allowed customers to quickly find and select the products they need.

Benefits

  • Seamless experience – The unified platform removes redundancies, enabling easy access to commerce and service features.
  • Faster orders – Real-time SAP integration keeps transaction records accurate and minimizes manual work.
  • Smarter search – Users quickly find products, get personalized recommendations, and access order history.
  • Efficient service requests – Automated tracking improves response times and reduces wait periods.
  • Wider market reach – Localization ensures smooth operations in Canada, enhancing regional service.
  • Higher efficiency – Bulk orders, CSR onboarding, and automation cut manual effort and boost productivity.
  • Stronger customer loyalty – Subscriptions and order tracking improve convenience and engagement.
  • Easier product discovery – Categorized listings simplify navigation and help users find the right products.

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