Overview
Johnson Controls International (JCI) is a global leader in intelligent solutions for smart, healthy, and sustainable spaces. Offering an extensive portfolio of building technology solutions, software, and services, they strive to deliver the optimal blueprint for enhanced building performance, improved safety, and greater comfort. With a presence in more than 2000 locations worldwide, and a 140-year history, the company is purpose-led, customer-driven, and future-focused.
Supernova Award Category
Next Generation Customer Experience
The Problem
Multiple disparate portals for browsing product offerings and order management, leading to an inconsistent buying experience.
Lack of a simple and consistent user experience at partner touch points for JCI products, resulting in partners gravitating towards competitor portals for business.
Absence of self-service features within the legacy portal, resulting in an increased volume of partner/customer calls to contact centers.
The Solution
Incorporating Salesforce CloudCraze B2B Commerce provided dealers and distributors with a unified storefront for all JCI product lines, allowing access to information and establishing a foundation for seamless order management and multi-tier distribution.
Salesforce Experience Cloud helped develop a partner community enabling JCI’s partners to do business with ease.
Mulesoft Anytime Platform™ helped with complex pricing, order management, and shipment orchestration across the partner community Solution Navigator portal.
Infosys played a vital role in designing and developing the platform, as well as extending its reach through a collaborative marketing initiative with JCI.
The results
An easy-to-use, fast, mobile-friendly, and comprehensive global digital solution built leveraging Salesforce CloudCraze B2B Commerce, Salesforce Experience Cloud, Salesforce Sales Cloud, Salesforce Service Cloud, partner communities such as Coveo for Salesforce, Heroku Connect, and MuleSoft Anypoint Platform™.
Through the transformative digitally enriched experience, Solution Navigator enhances the previous Navigator and legacy regional platforms by focusing on simplified navigation with a mobile-friendly approach providing users with integrated tools and systems.
These allow channel partners to seamlessly interact with JCI across the product lifecycle and provide capabilities to their downstream end customers.
Metrics
Unified sales platform for channel partners across regions boosted sales and engagement.
Integrated numerous background applications across business units for a smoother customer journey.
Simplified many workflows and consolidated various legacy applications.
The Technology
Salesforce CloudCraze B2B Commerce, Salesforce Experience Cloud, Salesforce Sales Cloud, Salesforce Service Cloud, Coveo for Salesforce, Heroku Connect, and MuleSoft Anypoint Platform™
Disruptive Factor
Simplified user experience: Optimized user flows and customer journeys by designing and building an easy-to-use partner portal that seamlessly integrates end-to-end partner services into a cohesive, consistent experience
Core refresh: New Solution Navigator portal with a modern user interface for simplified process flows, empowering agile factory teams, ensuring predictable delivery and scalability
Unified buying process: Integrated commerce storefront for all product lines, allowing partners to effortlessly browse, quote, order, and track JCI products from a single portal, while also providing aftermarket services, such as parts and warranty, for a seamless, end-to-end partner experience across product lines
Partner-centric approach: Customer-centricity by connecting all partner systems and services into a consistent and engaging customer experience across the entire partner lifecycle, leveraging the power of Salesforce Experience Cloud and digital technologies to uplift the portal experience of JCI partners.
Shining Moment
CIO.com featured an on-demand webcast on the collaboration: Johnson Controls Partners with Infosys to Expand Global Reach of Enhanced, Mobile-First Solution Navigator Platform | Infosys
https://www.infosys.com/services/salesforce/insights/mobile-first-soluti...