accelerating business value through innovative digital

Agile Commerce

July 2020

Accelerating business value through innovative digital experiences

Front Office Transformation

PwC | Agile Commerce

… of B2B buyers prefer to conduct

their purchase research online

CEOs are modernizing the

work environment to attract and develop

digital talent

… of all consumers feel companies have lost touch with the human element of

customer experience

Reducing business costs as the top

reason to convert customers from

offline to an online self-serve

ecommerce platform

#1 ...of surveyed SMB respondents’ B2B sales take place

online compared to 31% of enterprise

respondents increasing pressure to be more nimble

37%

B2B Commerce growth is expected to hit $1.5T by 2021

Majority of B2B players are actively accelerating their digital commerce capabilities

B2B Commerce solutions integrated into broader ecosystem of capabilities have a better success rate

Agile Commerce is a global template to accelerate delivering customer engagement through the digital channel by focusing on digital marketing, ecommerce, and self-service capabilities for complex product and service offerings.

64% 65% … of B2B buyers complete at least half

of their work purchases online… increasing over the next four years to

26%

43% … by 2021

86% 1

1

2

1

1

3

1

ARE YOU READY FOR THE...

CHANGING B2B

MARKETPLACE?

Data References 1. Source: Forrester US B2B eCommerce Will Hit $1.8 Trillion by 2023

2. PwC CEO Survey 2019 3. PwC Experience in everything: Here’s how to get it right 2018

2


Today’s challenges are impacting companies’ ability to connect

with customers, especially within traditional B2B sales channels

… of B2B buyers prefer to conduct

their purchase

research online

Traditionally slow

adopters are now creating

tremendous growth

in eCommerce

channels

of US internet

users are likely to avoid brick-and-

mortar stores if

today’s situation worsens

Source: RetailDive

74.6%

Miss Fresh, an online retailer in

China, claims its

users aged 40

years and older have risen

in recent months.

Source: Nielsen

237%

B2B companies must digitally adapt their traditional commerce models to keep up with today’s rapid pace of change.

Field and inside sales channels are being disrupted

Revenue and customer relationships are at risk

Timeline to get back to business as usual is unclear

Accelerating digital

commerce capabilities has become a priority

65%

3

PwC | Agile Commerce 4

From a broader market perspective, B2B companies are at different stages of their digital maturity

Re-platform

What we see

Early adopters are looking to re-platform their existing digital experience and commerce platforms to enable new business models like D2C or SaaS to provide enhanced services, & gain better insights.

Companies that have aging digital marketing and commerce solutions.

Late Entrants

What we see

Many late entrants are realizing their customers and partners are expecting robust digital capabilities for product awareness, education, configuration and sales, and service.

Generally B2B businesses with complicated configuration, catalog, pricing, and order management.

Ecosystem Enabled

What we see

The D2C trend does not fit every industry. Consumer product companies are exploring ways to leverage existing eCommerce channels and click & mortar options for sales and last mile fulfillment.

CPG and other product companies relying on retail channels.


Fulfilment

• Desktop, mobile, headless

• Payment methods (Credit Cards, Checks, Purchase Orders, etc).

• Installment, subscription payments, credit

• Tax

B2B customers expect to be at the center of their overall buying experience

• ERP

Risk Control

• Personal and payment data, data privacy, secure environment

Omni-Channel Experience

Payments

Accounting

5


Moving beyond the ‘shopping cart’

Transactional Approach

Routine, shopping cart based user experience “click to buy” one-way journey with limited customer interactions

Compelling Customer Experience

Interactive, personalized experience across the full customer journey from marketing lead generation to commerce and ongoing nurturing

Product Catalog Focused

The customer journey is focused on traditional product catalog structures with low fidelity content to solely enable a purchasing decision

Templated Experience

Templated, platform dependent design based on using out of the box site designs vs. enabling a customer driven experience

Personalized Multi-channel Communication that is personalized to the individual and delivered where they are

Comprehensive Self Service Enables integrated customer self-service across multiple aspects of the customer journey from onboarding through dispute management

TRANSACTION DRIVEN BEHAVIOR DRIVEN

Checkout Focus Customer experience is directed only on the transactional journey to facilitate checkout

Incentive Driven Leverages customer analytics that enable contract compliance and rebate performance metrics to power real-time incentivization, customer behaviors and create win-win, hero moments

B2B Commerce transformation is about shifting the digital experience paradigm from a transactional experience to one that drives specific customer behaviors

6


Salesforce B2B

Commerce

B2B firms are increasingly adopting a unified cloud platform to reduce the Total Cost of Ownership of an eCommerce solution

Customer at the

Core

Launch new capabilities

and tailor the experience

The industry’s only customer-first data model in

a single solution that

enables improved

engagement with

consumers.

Speed to

Revenue

Enables rapid

deployment measured in

weeks not years

capturing ROI sooner

Faster time to deploy using pre-built components.

Innovation is part

of the platform

Follows the Salesforce

model of frequent releases

to seamlessly bring new

innovation

Innovation from Salesforce

and the community lead to a

platform that keeps up with

the evolution of customer

expectations.

Built to adapt to

Change

Architecture allows quick

adjustments to move at the

speed of business

Salesforce B2B Commerce

built natively on the Salesforce

platform and takes advantage

of the ability to make changes

rapidly.

Adopting Salesforce B2B Commerce to enable advanced capabilities and reduce TCO

7


PwC is uniquely positioned to be your trusted partner in positioning the

B2B Agile Commerce as the upcoming leading solution

We are committed to B2B Commerce

We are a proven

solution implementer

We augment with

additional value

PwC is Committed to Salesforce and the B2B Commerce Product

Delivered B2B digital commerce strategies and implementations for several leaders across industries

Proven business models and digital capability accelerators drive innovation and continuous transformation

STRATEGIC RATIONALE: RELATED INVESTMENTS:

● Focused on Salesforce B2B for Commerce

● Invested in developing Salesforce B2B capabilities, resources and accelerators

● Leading trained and certified B2B Commerce SI

● Digital Experience Design

● Technology Toolkits

● Business Process Models

● KPI’s and Metric Dashboards

CUSTOMER SUCCESSES:

8


PwC is uniquely positioned to be your trusted B2B Commerce partner

Committed to B2B

Commerce

A proven solution

implementer

Augment with

additional value

PwC is Committed to Salesforce and the B2B Commerce Product

Delivered B2B digital commerce strategies and implementations for several leaders across industries

Proven business models and digital capability accelerators drive innovation and continuous transformation

OUR COMMITMENT: KEY INVESTMENTS:

● Focused on Salesforce B2B for Commerce

● Invested in developing Salesforce B2B capabilities, resources and accelerators

● Leading trained and certified B2B Commerce SI

● Digital Experience Design

● Technology Toolkits

● Business Process Models

● KPI’s and Metric Dashboards

CUSTOMER SUCCESS:

● Contact us to learn more about the successful B2B commerce solutions we’ve delivered at leading brands

● An iconic industrial products manufacturer creates a powerful B2B commerce experience

https://www.pwc.com/us/en/library/case-studies/industrial-products-manufacturer-creates-powerful-b2b-commerce-experience.html



PwC PwC

Our Solution

10 PwC


•

•

Commerce Platform

Payment Channels

• POS • eCommerce

• mCommerce

• Call centers

Fulfilment Options

• Store • Direct to Consumers

• BOPACS

• Endless Aisle

Points of Interaction

• Store • Distributor Site

• Corporate Site

• Mobile App

Records Management

• Seller Records • Buyer Records

• Commissions

• Rebates

Stakeholders

• Consumer • Distributors

• Employees

• Corporate functions

Ongoing Operations

• Settlement & funding • Fraud management

• Dispute management

• Report & Reconciliation • Compliance

Distributor Management

• Onboarding & enablement • Money movement

• Merchant of Record

• “Know Your Customer”

Payments Options

• Payments Methods • Installment Payments

• Subscription Payments

• POS lending

B2B Digital Commerce

Our Approach

Our POV Key Considerations

11

Agile Commerce empowers clients to reach higher digital maturity and increase speed to market through a scalable platform enabling innovations in the customer experience and business processes

ACCELERATOR

PROBLEM

Today’s B2B organizations must adopt and adapt digital to keep up with the rapid pace of change and enable efficient ways to identify leads, target marketing campaigns, sell products, and nurture the customer throughout their engagement and journey. There are no accelerators in place to rapidly stand-up and scale a digital ecosystem.

PERSPECTIVE

Clients need a way to rapidly deploy a global solution that supports scalability to add new products, storefronts, and features with integrates to other solutions, including back-office technologies. Agile Commerce accelerates the time to deploy a global digital solution that enhances customer trust, can flex in response to unexpected events, and supports business growth.

PAYOFF

+4 to 5% revenue growth in mature markets

+8% revenue growth in emerging markets

+20% cost to serve improvements

Transforms the online B2B customer

experience, from lead acquisition through

conversion and nurturing, by enabling a

flexible, feature-rich commerce platform.

Agile Commerce provides clients a global

template to accelerate complex

deployments of an integrated solution,

combining digital marketing and

commerce, to support complex products

and unique customer use cases.

Agile Commerce

KEY FEATURES ● Multi-storefronts ● Accelerated ordering for simple & complex

products supported through quick and bulk orders ● Customer catalogs and pricing ● Guided product selection ● Transactional commerce with payment integration ● Promotion engine to support integrated marketing

campaigns ● Localization, multi-currency & multi-language ● AI powered Chatbot & product recommendations ● Customer Insight Analytics ● Trusted and transparent seamless cross-channel

customer experience ● Security by design and privacy by design ● Microservices integration with Mulesoft

X-VERTICAL ACCELERATOR

PwC

PwC | Agile Commerce Rapid Start 14

Unlock bottled demand within

eCommerce channels

Agile Commerce

+4 to 5%

revenue growth

in mature markets

+8%

revenue growth in emerging markets

+20%

cost to serve improvements

Ecommerce channels represent a significant opportunity to address shifting demand and maintain customer relationships

SPEED TO

MARKET Speed to Market in as little as 5 weeks

CUSTOMIZED

USER EXPERIENCE

Customization enhances

EASY

SCALABILITY Configuration built to scale

REUSABLE

COMPONENTS Easy, pre-built components

KEY FUNCTIONALITY WE CAN ENABLE

PwC’s Agile Commerce methodology for Salesforce B2B Commerce Cloud enablement helps bring to life a personalized, easy to use one-stop-shop for all of y our customers’ needs,

from order management and delivery tracking to service requests and account management on

a user-friendly customer portal

● Agent Quick Order (Order on behalf of)

● Checkout Experience

● Desktop & Mobile

● Multi-storefronts

● Accelerated ordering

● Customer catalogs and pricing

● Guided product selection


15

PwC | Connected Digital Front Office

“I want the most efficient way to do business with

my vendor partners, including full visibility to

all contract terms and incentives so I can

maximize the power of our agreement. ”

Delight Your

Customers

Miranda Shoals Customer

Enable streamlined features for order placement and broader self-service for the most common inquiries

Increase Efficiency

Display broader dashboard level analytics to enable customer visibility to performance against contracts and

incentive achievements.

Delight Customers

Gain full control over your purchasing process with end-to-end visibility into orders and delivery dates across all

channels and receive personalized AI-based product recommendations

Grow Business

Engage Employees

Enable compelling content and product data that drives customers to harness the power of the digital

channel


USER EXPERIENCE

CAPABILITIES ENABLED

Product Catalog

Personalized Campaigns/Promotions

Digital Self Service

Compelling Content

Omni-Channel Service Knowledge Base/FAQs

Persuasive experience designed to be easy to learn, efficient to use and focused on key customer activities including order management and support.

Personalized, easy to use one-

stop-shop for all of y our

customers’ needs, from order management and delivery tracking

to serv ice requests and account

management on a user-friendly

customer portal

Order Management

Predictive Ordering

Rebate and Contract Performance Dashboard

15


“ I want a unified, 360-

view of customer data so I can have meaningful,

proactive customer dialogue on our offerings

and the customer’s needs”

Empower

Your Service

Team

Caitlin Pierce Customer Service Associate

Lev erage data and customer insights to allow customers to maximize the rebates and incentives as part of their

primary vendor agreements (PVAs)

Increase Productivity

Enable a unified view of customer data to allow my support teams to solv e day to day customer inquiries.

Delight Customers

Enable complementary products and solution selling to broaden the product mix to customers

Grow Business

Customer-centric view enables reps to be proactive rather than reactive to customer w ants and needs

Engage Employees

Transform y our sales reps’ experience by delivering valuable

insights to optimize field

execution and customer

engagement, to enable perfect in-

store execution everytime

USER EXPERIENCE

Enable a streamlined way for customers to access a “live person” to resolv e more complex issues


Order Management

Account Management

Contact (User) Management

Predictive Performance Analytics

360 View of the Customer

Single Solution for Service Delivery

Multi Channel Customer Support

Purchasing History

Case Management

16

Automated Service Delivery - Chat bot




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Guide Your

Marketing

Leon Marketing Manager





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Grow Business


Engage Employees

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USER EXPERIENCE



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“I want a unified, 360-

view of customer data so I can have meaningful,

proactive customer dialogue on our product

portfolio and solution

offerings”

X

Geoff Patterson Agile Commerce Administrator





Delight Customers


Grow Business


Engage Employees

Transform y our sales reps’ experience by delivering valuable

insights to optimize field

execution and customer

engagement, to enable perfect,

personalized execution everytime

USER EXPERIENCE



Order Management

Account Management

Contact (User) Management

Predictive Performance Analytics

360 View of the Customer

Omni-Channel Service Delivery

Mobile first experience designed to maximize the Sales Representative’s time in the field

Multi Channel Customer Support

Purchasing History

Case Management

18

Automated Service Delivery - Chat bot


PwC

Account & Contact Management

Lead & Opportunity Management

Journey Builder

Email Studio

Case & Know ledge Management

Omni-Channel Routing

Service Process Automation

Chatter

REST and SOAP APIs

Standard Reports & Dashboards

SALESFORCE LIGHTNING PLATFORM SALESFORCE B2B COMMERCE PwC’S AGILE COMMERCE

Modular design means that features can be packaged and tailored to meet the unique needs of users

Companies moving to / upgrading to a new Commerce portal are enabled by leading practice business processes and data model

CRM capabilities enabled by core Salesforce Clouds spanning Marketing, Sales, Service, Commerce and Einstein

Salesforce B2B Commerce Data Model

Product Entitlement Management

Communities

Order Management

Payment Processes

Storefronts

Shopping Cart Creation

Checkout Experience

Promotion Management

Marketing Cloud Integration

Promotion Engine

Complex Products & Pricing

AI-Driven Product Recommendations

Enhanced Effective Accounts

Collaborative Favorites

Advanced Cart & Check-out

Enhanced Order Placement (Chat, Bulk)

Rebate Management Dashboards

Distributor Channel Enablement

Integration Templates (Mulesoft)

Agile Commerce

Powered by

Salesforce Commerce Cloud


cpg

PwC 19


Internal Users

CSRs Leadership Operations

CommerceNext

Portal User

Management

Promotion

Management

Service

Console

Voice

Integration

Portal

Authentication

Cart

Management

Case

Management

Email

Integration

Product

Management

Order

Submission

Knowledge

Management

Chat

Enablement

Price List

Management

Quote

Management

Asset

Management

Operational Reports & Dashboards

User Security

SSO

Entitlement

Management

Invoice

Capture

Alerts &

Notifications

Work

Orders

Voice

/ IVR

Chat / ChatBot

Customers

Direct Access

Desktop Mobile

Indirect Access

Email

Procurement

Systems /

Punch Out

Headless

Commerce

Mule

Soft

Mediated Integrations

Direct Integrations

ERP

Product Master

Pricing

Master

Customer

Master

Inventory

Fulfilment /

Shipping

PwC Product

Recommendations

Marketing Cloud CPQ

EDI TBD Email Exchange

Einstein Analytics

IVR / Telephony

Pricing Leadership

TBD

Google Address

Validation

Illustrative Agile Commerce Architecture

20

PwC PwC

Demo

21 PwC


Considerations for Today’s Demo

Our demo uses images / products available in public

domain to showcase capabilities, features, and

functionality

The demo storefronts’ product sets do not intend to

communicate any relationship - previous, current, or future - with any specific company or

brand.

The demo storefronts are meant to show cross-industry

applicability of the solution

1 2 3


Agile Commerce Personas

Customer

Service Agent

Customer

Portal User

Agile Commerce

Administrator

Marketing

Manager

Agile Commerce enables functionality

across targeted personas,

concentrating most on our customer

portal user - providing them with

an empowering

digital experience

PwC

Our Agile Commerce Portal User

Miranda started a new position in procurement and planning in her family’s business, Shoals CAT, one of the largest heavy equipment sales and service networks in her area

We’ll see Miranda…

• authenticate in the system

• find products via browsing, searching, & recommendations

• build out her cart via multiple means

• configure her order for optimal submission

We’ll see how Miranda’s experience is personalized…

• Miranda will discover incentives along the way through a preferred pricing tier, automatic cart discounts, and manually-applied coupons

After order placement, we’ll see Miranda…

• review her orders and invoices

• submit an inquiry to customer service

...and she can do this all from her desktop or mobile device.

Let’s meet Miranda

24

PwC PwC

Engagements

25 PwC


Key Learnings from our B2B Commerce implementations

Foundation-First

Crawl, Walk and Run (MVP to Full Suite)

Align B2B UI templates

with UX Design

Legacy Architecture

Alignment

Unify Customer Experience Across Channels

Thoughtful User Experience and Branding (B2B vs. B2C)

Balance Customization vs. OOTB

Functionality

Change Management Internal and External Acceptance

Responsive Design

Know your Master Data

Products, Pricing, Account Structures etc.

BUSINESS EXPERIENCE TECHNOLOGY


Playbooks for Visual Design,

Configuration, Development,

Integrations, and Storefront

Setup

Persona and User Journeys for

Customers, Service Agents,

Sales Reps, Administrators,

Marketing, and Executives

Over 450 User Stories with

detailed Acceptance Criteria

across more than 100 Epics

Test Cases with detailed Steps

for desktop and mobile

experiences

Project Execution Assets

PLAYBOOKS PERSONAS & USER JOURNEY USER STORIES TEST CASES


Agile Commerce

1. Storefronts 2. Branding and Logos 3. Account and Contact Management 4. User Authentication 5. Product Catalogs 6. Featured and Spotlight Products 7. Favorites 8. Tiered Pricing 9. Order Management 10.Shopping Cart and Checkout 11.P.O. Payment Process 12.Case Management

12-16 Weeks

Agile Commerce Rapid Start

1. Promotion and Offer Engine 2. AI-Driven Product Recommendations 3. Agent Quick Order (Order on behalf of) 4. Complex Products and Pricing 5. Enhanced Effective Accounts 6. Collaborative Favorites 7. Advanced Cart and Check-out 8. Enhanced Order Placement (Chat,

Bulk) 9. Rebate Management Dashboards 10.B2B Commerce Integration Templates

(Mulesoft) 11.Enhanced Portal UI

4 weeks

Typical B2B Commerce Engagement

1. Complex Products and Pricing 2. Enhanced Effective Accounts 3. Advanced Cart and Check-out 4. 12+ Integrations (WebMethods) 5. Enhanced Portal UI 6. Product Availability 7. Real-time Inventory check 8. Real-time shipment tracking 9. Order Consolidation

32 Weeks

Agile Commerce vs. “Typical” B2B Commerce Client Engagement


Agile Commerce Implementation

Owned by Client

Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18

Planning

Application Development

Data W orkstream

SIT & UAT Testing

Customer Outreach &

Training

Deployment & Go-Live

ITERATIVE DESIGN & DEVELOPMENT SPRINTS

SPRINT 1

SYSTEM TESTING

USER TESTING

TRAINING CONTENT PREP

USER TRAINING

GO-LIVE

DATA DEFINITION AND INTEGRATION

SOURCE DATA IDENTIFICATION

FULL MOCK DATA POPULATION

BUILD & VALIDATE DATA & INTEGRATION PROCESSES 2

REQUIREMENTS SIGN-OFF

REQ. DEFINITION

SESSIONS

• Sprint Plan with User Stories & Acceptance Criteria • Persona Definitions & High-Level User Journeys • High Level Architecture and Design • Establish Governance Model & Communication Cadence

• Identification of Payment Methods and Solutions

• Identification of Full Data Sets

• Digital Assets for Products, Categories, Promotions

• Data Definitions • Data Keys

• App. Functional Configuration • App. UI Design • Unit Testing • App Iteration Reviews & Sign-Off

DEVELOPMENT SIGN-OFF

• Payment Method Enablement • Data Migration Planning • Data & Interface Mapping and Development • Iterative Data Loads

TESTING SIGN-OFF

• Full Mock Data Population • Error Report

• UAT Org Deployment • Data Population • E2E Testing • Detailed Payment

Processing Testing • UAT - Client

• Deployment Plan with Environment Design • Testing Plan with Devices & Browsers Defined • RACI Matrix & Sign-Off Responsibility Definition • Configrm Project Execution Tools

• Confirmation of Full Data Sets • Digital Assets for Products,

Categories, Promotions

• Production Deployment • Final Population of Full Data Sets • Final Digital Assets for Products, Categories, Promotions • Production Smoke Testing - Client • Portal User (Customers) Enablement

DATA SIGN-OFF

• Internal Users • Customer Users

CUSTOMER COMMUNICATION

CUSTOMER COMMUNICATION

SPRINT 2 SPRINT 3 SPRINT 4

Illustrative


Agile Commerce Implementation

Project Manager Co-Lead Project Manager Co-Lead

Client Steering Committee

PwC Workstream Team

PwC Project Leadership

Client SMAs

Client PM Co-Lead

PwC Onshore Co-Lead

• Provide overall leadership and project governance • Approve key recommendations

• Review and approve resource and funding requests

• Identify imperatives and desired outcomes • Serve as an escalation point on issues and risk

• Provide strategic vision and direction

• Support overall engagement quality and delivery • Senior stakeholder relationship management

• Provide industry and domain knowledge

• Provide day-to-day leadership and direction • Address project issues and risks

• Partner with the PwC PM Co-Lead to provide day-to-day leadership and direction

• Serve as primary Client point of contact

• Partner with the Client PM Co-Lead to provide day-to-day leadership and direction

• Monitor progress (deliverables, timeline, etc.) and take timely corrective

measures • Serve as primary PwC point of contact

• Develop requirements, design, & testing deliverables • Schedule and manage interviews / workshops

• Build Salesforce solution in test environment and deployment of solution to

production • Provide input on all project deliverables

• Help address project issues and risks • Engage PwC advisors and other resources

• Connect with Client subject matter advisors as needed

• Provide Client subject matter expertise on business processes and broader Client SFDC environment and service center as needed by the workstream

Client Workstream Team

Client Resource PwC Resource

Governance

Salesforce Certified

Technical

Architect

Change Management

SMA

Resources

Functional Workstream

Project Team

UX/UI Designer

Client Steering Committee

Product Owner

Business Analysts

Process Analyst

Sales Analyst

Enterprise & Solution Architect

PwC Project Leadership

Offshore Developer 1

Offshore Developer 2

Onshore Functional Lead

Offshore UI Developer

Training Development &

Delivery

Offshore Tester

Costs: $ XXX,XXX

Data Workstream

MIddleware SMA

Business Analysts

Process Analyst

Source System(s) SMA(s)

Offshore Data Developer 1

Offshore Data Developer 2

Onshore Technical Lead

Offshore Data Tester 1

Offshore Data Tester 2

Content Manager

Illustrative

PwC PwC

Real Results

31 PwC


5000+

Front Office Transformation engagements delivered by our global team of 250,000+ professionals

100+

Products & Accelerators developed with human centered design, deep industry knowledge, and extensive CRM and

Digital platform experience

28+

Innovation Awards from Analysts and leading technology platform providers for excellence demonstrated in Front Office

Transformation

Value Delivered. Customer Relationships Earned.

Delight your

customers

Unlock growth

and margin

Automate and

streamline work

Build solutions

people love

Customer Experience Growth Worker Productivity Employee Engagement

16%

CX

Premium

5%

Profitable

Growth

10%

Efficiency

Improvement

100%

User

Adoption

SUCCESS

STORIES

PRODUCTS &

ACCELERATORS

INNOVATION

AWARDS

Strategy & Vision

Design & Pilot

Launch & Refine

Customer

Experience

Employee

Engagement

Productivity

Growth

Optimize & Scale

VALUE IMPACT

Transform all aspects of the Go-To-Market model to streamline operations and provide f lexibility during an expected long period of industry disruption.

Staggered deployment of all solutions to the f ield to capture lessons learned and accelerate future releases. B2B Commerce solution w as deployed to 21K customers in 10 months. Frontline capabilities w ere rolled out to over 20,000 associates.

Emphasized user input/experience and agile w ays of working to rapidly deploy valuable capabilities to end users. Pilots w ere done throughout the program to get user feedback to guide priorities.

Success of the B2B Commerce program funded the rest of the program by eliminating revenue share, increasing volume and basket size, and reducing operational costs to serve.

$32M Revenue generated

in eCommerce portal’s first 60

days

25k+ Frontline associate

and customer end-users

Comprehensive Go-To-Market Transformation

funded through successful B2B Commerce

Frito-Lay recognized the increasing rate of

disruption in their industry and engaged

PwC to completely transform their go-to-

market model.

In under 10 months time, PwC delivered a

suite of transformative solutions including a

new B2B eCommerce portal, a new

scheduling solution for Delivery, Ordering

and Merchandising personnel and a sales

and contract management platform to

quickly deliver value to FLNA.

90k+ Orders placed in

first 3 months of go-live

33 PwC

Strategy & Vision

Design & Pilot

Launch & Refine

Customer

Experience

Employee

Engagement

Productivity

Growth

Optimize & Scale

VALUE IMPACT

Led business stakeholders through customer visioning w orkshops on industry best practices, document current state, identify pain points, future state use cases, and improvement opportunities.

Released an MVP solution w ithin 6 months to introduce the new customer experience, follow ed by an eCommerce-focused release in the subsequent quarter.

Prioritized key features and constructed a delivery roadmap designed to accommodate high priority items and programmatic dependencies.

Successfully shifted organization to an entirely new order management process/platform, retired legacy systems, and delivered numerous enhanced features.

$2.2M yearly cost savings

by retiring legacy system

Elevating Order-to-Cash transformation with user-

centric design and B2B Commerce solution

24% Improvement in

complaints resolved in 1 day

After a nine-month project, USG’s B2B Commerce portal went live with two sites for

the USG (US) and CGC (Canada) brands in

May 2019 and with an updated solution

three-months later in September 2019.

The solution provided an immediate savings

of $2.2M per year by retiring legacy

application, 24% increase in issue resolution,

increased traffic, and a significant rise in

customer satisfaction.

2,500+ users introduced to

new system

PwC

Strategy & Vision

Design & Pilot

Launch & Refine

Customer

Experience

Employee

Engagement

Productivity

Growth

Optimize & Scale

VALUE IMPACT

Global Commerce platform experience for online

customers and employee engagement from product awareness through complex digital B2B Commerce

W.L. Gore, a global manufacturer for complex

commercial products wanted a way to

transform it’s digital infrastructure to drive an online channel experience coexisting with it’s distributor network and value added reseller

channel.

PwC delivered a digital experience built on the

Salesforce B2B Commerce platform across

div isions that served product information and

media, enabled a guided product selection

experience, and enabled self-service.

Single platform solution that streamlines operations in delivering a personalized experience for both channel partners and external customers w ith ability to extend across divisions.

Deployed an MVP solution w ithin 12 w eeks to over 500 customers and served as a framew ork for full implementation across 20+ remaining divisions.

Scalable architecture set a foundational platform w ith focus on transactional commerce paired w ith guided experiences supported by tracking via advanced analytics.

Solution resulted in saving 4,000 labor hours per w eek in servicing customers across providing product information, handling order inquiry calls, and placing orders.

500+ users introduced to

new system

4,000+ weekly labor hour

savings through order automation

10k+ Global customer

service workforce

PwC

TBD

Strategy & Vision

Design & Pilot

Launch & Refine

Customer

Experience

Employee

Engagement

Productivity

Growth

Optimize & Scale

VALUE IMPACT

Africa’s First B2B Commerce Solution

Distell, a global business with roots in South

Africa, produces and markets a diverse

portfolio of award-winning alcoholic brands

that have been crafted by extraordinary

people across the world. They are on a

journey to digitize operations and transform

how they engage with customers starting

with a B2B Commerce storefront.

Engaging a design-led approach to develop a Service and Sales Blueprint, inclusive of future state customer journeys and underlying processes.

Project in progress, with target results including: increased revenue via repeat purchases and reduced customer attrition and decreased costs via user / support productivity and IT.

Multi-cloud solution including, B2B Commerce, Salesforce Service, Field Service Lighting, Lighting Platform Plus, Einstein Bots, Live Agent Chat and Know ledge.

Transforming the organization through call service center modernization.

12,000+ users being Introduced

to new system

TBD

PwC

TBD

Strategy & Vision

Design & Pilot

Launch & Refine

Customer

Experience

Employee

Engagement

Productivity

Growth

Optimize & Scale

VALUE IMPACT

Comprehensive digital transformation

leveraging a Salesforce multi-Cloud solution

Namibia Breweries Limited is one of the

leading beverage manufacturing companies

in Southern Africa. They have a strong

ambition to enhance the customer buying

experience with a solution that will empower

both staff and customer buyers through self-

service and field sales.

Current systems and cumbersome processes

are impacting the ability to properly deliver

on that ambition. Project is still in progress

with go live early 2020.

Engaging a design-led approach to develop a Service and Sales Blueprint, inclusive of future state customer journeys and underlying processes.

Project go live early 2020, w ith target results including: increased revenue by market share and reduced customer attrition and decreased costs via user / support productivity.

Multi-cloud solution including, B2B Commerce, Salesforce Service, Field Service Lighting, Lighting Platform Plus, Einstein Bots, Live Agent Chat and Know ledge.

The solution w ill be departure point for modernizing a future state customer engagement platform in response to changing customer and market trends.

1,000+ users being

introduced to new system

TBD

PwC

Thank you

© 2020 PwC. All rights reserved. Not for further distribution without the permission of PwC. “PwC” refers to the network of member firms of PricewaterhouseCoopers International

Limited (PwCIL), or, as the context requires, individual member firms of the PwC network. Each member firm is a separate legal entity and does not act as agent of PwCIL or any other member firm. PwCIL does not provide any services to clients. PwCIL is not responsible or liable for the acts or omissions of any of its member firms nor can it control the exercise of

their professional judgment or bind them in any way. No member firm is responsible or liable for the acts or omissions of any other member firm nor can it control the exercise of another member firm’s professional judgment or bind another member firm or PwCIL in any way.

38 PwC | Agile Commerce

The best time to start transforming is now...

© 2019 PwC. All rights reserved. Not for further distribution without the permission of PwC. “PwC” refers to the network of member firms of PricewaterhouseCoopers International

Limited (PwCIL), or, as the context requires, individual member firms of the PwC network. Each member firm is a separate legal entity and does not act as agent of PwCIL or any other member firm. PwCIL does not provide any services to clients. PwCIL is not responsible or liable for the acts or omissions of any of its member firms nor can it control the exercise of

their professional judgment or bind them in any way. No member firm is responsible or liable for the acts or omissions of any other member firm nor can it control the exercise of another member firm’s professional judgment or bind another member firm or PwCIL in any way.

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MEDICAL DEVICES

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Built on the leading B2B Commerce platform, PwCs Commerce Quickstart solution will enable you to quickly launch an eCommerce capability

INDUSTRIAL PRODUCTS

40

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[Text]

CONSUMER GOODS

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Launch to market

quickly using pre-built

SPEED TO MARKET

CommerceNext solution offering native

features and enhanced, customizable

components

Solution designed &

implemented with firm’s

Built on the leading B2B Commerce platform, PwCs Commerce Quickstart solution will enable you to quickly launch an eCommerce capability

BEST PRACTICES

41

best practices, strategic governance &

operating model of excellence

In addition to the

stability provided by the

TRUSTED STABILITY

leading platform, our team offers best-in-

class extended support (not to mention free)

42

...With our wide

experience and

deep industry

expertise the

solution is

designed for the

unique

challenges &

opportunities

that are specific

to the industry

vertical

INDUSTRIAL PRODUCTS CONSUMER GOODS MEDICAL DEVICES

43

With our B2B

Commerce experience

and deep industry

expertise, our

CommerceNext

QuickStart solution

is designed to address

unique challenges &

opportunities specific

to selected industry

verticals.

Industrial Products Consumer Goods Medical Devices

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CommerceNext QuickStart let’s medical device

wholesalers & distributors translate complex selling

processes into a user-friendly and efficient ordering / purchase

process while highlighting ‘featured’ products (e.g., N95 masks)

PwC’s CommerceNext QuickStart supports

medical device wholesalers and distributors translate complex processes into a user-friendly and efficient

ordering environment

CommerceNext QuickStart allows manufacturing

organizations to provide a seamless ordering &

information-rich buying experience for the

customer along with ability to support customer

inquiries about orders, products & pricing

accelerating business value through innovative digital

Documents