Our client is a Fortune 500 American manufacturing icon that specializes in industrial tools, household hardware and security products. They have a global presence in 60 countries and sell products in 180 countries. The client embarked on a multi-year digital transformation journey to modernize its legacy applications and infrastructure. They strategically partnered with HCLTech to enhance their customer engagement and streamline operations through various digital initiatives.
The Challenge
Complex, siloed IT ecosystem led to inefficient operations
The company faced a complex IT landscape due to multiple acquisitions and mergers, resulting in a large estate of diverse applications and infrastructure. They also struggled with outdated Java-based systems with inadequate functionalities and inefficient processes. This fragmented ecosystem hindered efficient operations and limited the ability to provide seamless customer experiences across various brands and markets.
The Objective
Modern, scalable platforms that unify user experiences
The primary goal was to convert legacy systems into modern, scalable platforms capable of meeting evolving business needs and customer expectations. In turn, these platforms would meet various objectives, ultimately leading to a superior digital experience for all users.
- Enhance customer retention and engagement across B2B and B2C channels
- Create a consistent, intuitive user experience across all digital platforms and brands
- Streamline integration between various business applications
- Reduce operational costs and accelerate time-to-market for new features
- Implement a state-of-the-art Salesforce B2C Application to enhance user experience, improve data integrity, and streamline business processes
The Solution
Multifaceted approach for digital transformation
We designed the solution to leverage best-in-class technologies and industry-leading practices, ensuring scalability, flexibility and future readiness across the entire digital ecosystem. Key initiatives were rolled out in phases, each targeting specific areas of improvement while contributing to the overall transformation goals.
- Middleware modernization: Migrated over 1,000 BizTalk applications to Azure Integration Services (Azure iPaaS), creating a scalable and common middleware solution named AGORA
- Legacy application transformation: Migrated a legacy B2C application to Shopify, a SaaS commerce platform, to enhance customer engagement for both B2B partners and B2C customers
- Direct-to-customer (DTC) Germany: Revamped static B2B websites into a cloud-based commerce platform using Salesforce Commerce Cloud, integrated with backend systems via Azure iPaaS
- Tool commerce B2B: Migrated to Salesforce Commerce Cloud to support direct customer reach and personalized experiences
- Experience platform standardization: Developed DUPLO, a common digital platform using Drupal and Acquia, to provide consistent user experiences across all brands and markets
- Comprehensive salesforce ecosystem: HCLTech developed a robust Salesforce solution, including migration from Java to Salesforce B2C Commerce, integration with Salesforce Service Cloud, implementation of Lightning components, enhanced user interface and functionality, improved shipping methods and line-level discounts and real-time data synchronization and order management
The Impact
Significant improvements in revenue and operational performance
- Revenue growth: The client experienced a 29% growth in total revenue, a 17% increase in total orders placed and a 10% rise in average order value within two months post the transformation in legacy applications
- Operational efficiency: Development time for new integration solutions was reduced by 30%, while implementation costs decreased by 50-60% through reusability and the country rollout time was cut from 3 months to just 3 weeks
- Customer experience: Consistent user experience across digital platforms, real-time order history and details, improved product discovery and checkout functionality and modernized interface and enhanced functionality led to overall enhanced customer experience
- Business processes: The company achieved more coherent and efficient business processes, a 15-20% increase in support productivity, reduced maintenance and operational costs and improved scalability and time-to-market for new features
- Technological advancements: Significant technology advancements such as a modernized, cloud-based infrastructure with consumption-based billing, API-led application connectivity, automated delivery and deployment of integration pipelines, real-time data synchronization and order management and improved data integrity
- Sales performance: The company saw an increase in sales volume and gained an enhanced ability to track and manage orders in real time, contributing to overall business growth
