UPM Raflatac, a division of UPM – The Biofore Company, with over $1.5B in global annual sales, is one of the world’s leading producers of self-adhesive material for industrial and consumer product labeling. The company’s products are used by label printers and brand owners across a wide variety of industries ranging from food to pharmaceuticals. 

CHALLENGE

As a company committed to sustainability and innovation, UPM Raflatac needed a platform that would allow the company to enhance its B2B customer experience globally, in eight languages, empowering customers to search and compare products, request quotes, make purchases, manage claims and access an educational knowledge base across both desktop and mobile.

SOLUTION

We have worked with UPM Raflatac since February 2017 to provide Salesforce development. Over the course of our partnership, we have also advised on technical architecture as well as helped guide product management and UX design. Some of the notable achievements we’ve launched with the UPM Raflatac team include:

  • Enabled customers to submit complex quote requests online
  • Utilizing Salesforce Communities, created a portal for the sale of surplus materials including shopping cart functionality
  • Integrated Service Cloud to handle cases, or “claims,” and built a knowledge base to educate customers on surplus material usage
  • Built a drag & drop game to encourage customer engagement and education
  • Launched a customer dashboard where customers can manage past and present activities, like the status of quotes and sample requests

In order to deliver this entirely new customer experience, the Uruguay-based Oktana team collaborated with the distributed UPM Raflatac team across multiple timezones (Finland, France and the USA). With so many developers collaborating on this project, the team utilized the Agile project management framework and scrum software development methodology to stay on track.

RESULTS

This new Salesforce Community-based approach and reimagined UX has provided a whole new experience for UPM Raflatac customers worldwide. It has empowered customers to search and compare products, request quotes, make purchases, manage claims and access an educational knowledge base across both desktop and mobile

In 2019, we are in the process of enabling customers to submit orders of new products which involves complex attribution in terms of product type (e.g. rolls vs. sheets), measurements and quantities. For this, we are using Lightning and all product data will be stored in Salesforce. When released, this will also enable customers to not only store product in their shopping cart, but also check out and pay through third-party integration.

Manufacturing

Lighting,

Apex

Community Cloud