A North American paperboard and folding-carton manufacturer
A customer portal where packaging buyers track orders, shipments and build requests themselves.
A full-service recycled-paperboard and folding-carton manufacturer held its orders in a legacy system and answered every status question by phone or email. Cloudoxia built a customer portal on Salesforce so each customer’s whole team can see their company’s orders, shipments and inventory, raise a build request, and reach their account executive from one place.
At a glance
- Client
- A North American paperboard and folding-carton manufacturer
- Engagement
- Portal build and platform development
- Sector
- Manufacturing
- Based in
- North America
The stack
01
The situation
What they were working against.
Orders lived in a legacy system the customers could not see. Every question about an order, a shipment or a build request went to an account executive, who looked it up and wrote back.
Several people at each customer needed the same view of their company’s orders, and nobody else’s. The legacy data also had to reach Salesforce without a rewrite of the system that produced it.
02
What was built
The build, in the order it happened.
Land the legacy data
Orders, order items, shipments and inventory modelled as Salesforce custom objects; the client’s IT team owned the sync from the legacy system into them, against a contract we wrote together.
A portal on Experience Cloud
A customer portal with account sharing, so every user under one customer company sees that company’s records and nothing beyond them.
Only the relevant fields
Page layouts for the portal that expose the order, item and shipment data a customer should see and keep the internal fields internal.
Build requests as a flow
A Salesforce Flow on the portal to place a build request; on creation, the account executive receives an email with a table of the requested items.
Reports on the portal
Order-item and shipment reports placed on the portal so a customer can answer their own question before they think to ask it.
03
The results
Customers see the same order the plant sees.
Customers track their orders and shipments themselves and place build requests the team can pick up and action. Issues, notifications and the status of shipments, inventory and build requests reach the customer without an account executive in the loop, which is where the estimated drop in status enquiries comes from.
- Order, shipment and inventory status, without a call
- 24/7
- Login model per customer company: everyone sees their company’s orders, and only theirs
- 1
- Fewer “where is my order” enquiries to account executives (Cloudoxia estimate)
- est. 60%
Delivered by Cloudoxia. Client name withheld at their request. Figures marked estimate are ours, from comparable engagements; the rest describe the delivery.
04
What we would do again
The three decisions that made it work.
These are the calls we would make again on the same brief, and the service line each belongs to.
Model the objects before the portal
The portal is a window onto orders, items and shipments. Getting those objects and their sharing right first is what let the portal itself be a short build.
Salesforce Development 02Let the source system stay the source
We did not replace the legacy order system; we agreed a sync contract the client’s own IT team could run. That kept the project inside a quarter and left the plant’s tooling alone.
Integrations 03Every request creates a record
Build requests as Flow-created records, not emails, are what makes them trackable and reportable. The email to the account executive is a notification, not the system of record.
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ReadSound like your Tuesday afternoon?
Thirty minutes with the architect who scoped this one. Bring the spreadsheet, the legacy system or the inbox that is doing the job today, and we will tell you what it takes to replace it: which products, how many weeks, and what we would leave out.