Manufacturing & Distribution · Salesforce Experience Cloud

A Connected Dealer and Distributor Collaboration Portal

A manufacturer and distribution network needed a secure way for dealers to access product information, submit orders, track fulfillment, and collaborate with internal teams. Salesforce Experience Cloud supports a role-aware partner portal connected to CRM and back-office systems.

Dealer PortalOrder VisibilityPartner CollaborationDistributor Insights

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Salesforce

Dealer Portal

Unified

Dealer Portal

✓ Enabled

Connected

Order Visibility

✓ Enabled

Automated

Partner Collaboration

✓ Enabled

Visible

Distributor Insights

✓ Enabled

Project Overview

Unified CRM & Automated Business Processes

Hyperlink InfoSystem integrated Salesforce with enterprise applications, customer databases, ERP, support, and operational systems to synchronize CRM data, automate cross-system workflows, and improve data consistency and operational visibility.

Industry

Enterprise CRM & Business Operations

Platform

Salesforce Integration Platform

Dealer Portal

Dealer Portal helps teams coordinate information and deliver a more consistent experience.

Order Visibility

Order Visibility helps teams coordinate information and deliver a more consistent experience.

Partner Collaboration

Partner Collaboration helps teams coordinate information and deliver a more consistent experience.

Distributor Insights

Distributor Insights helps teams coordinate information and deliver a more consistent experience.

Business Challenges

Addressing Operational Gaps in Manufacturing & Distribution

Email-based partner requests

Email-based partner requests made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Scattered product information

Scattered product information made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Limited order status access

Limited order status access made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Manual distributor onboarding

Manual distributor onboarding made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Disconnected support tickets

Disconnected support tickets made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Inconsistent partner permissions

Inconsistent partner permissions made it harder for teams to deliver timely, consistent service and reliable operational decisions.

Core Requirements Identified

Provide secure, validated experience cloud portal capabilities with clear ownership and integration controls.
Provide secure, validated dealer identity & roles capabilities with clear ownership and integration controls.
Provide secure, validated partner account management capabilities with clear ownership and integration controls.
Provide secure, validated product & catalog access capabilities with clear ownership and integration controls.
Provide secure, validated erp order integration capabilities with clear ownership and integration controls.
Provide secure, validated inventory & fulfillment status capabilities with clear ownership and integration controls.

Solution Architecture

Salesforce Experience Cloud Solution Architecture

Connect · Unify · Automate · Improve

Core Capabilities

Dealer Portal

Order Visibility

Partner Collaboration

Distributor Insights

Architecture

Core Platform Components

Experience Cloud Portal

Experience Cloud Portal supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Dealer Identity & Roles

Dealer Identity & Roles supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Partner Account Management

Partner Account Management supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Product & Catalog Access

Product & Catalog Access supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

ERP Order Integration

ERP Order Integration supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Inventory & Fulfillment Status

Inventory & Fulfillment Status supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Partner Service Cases

Partner Service Cases supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Partner Performance Analytics

Partner Performance Analytics supports a defined part of the platform with reliable data exchange, clear permissions, and manageable operational workflows.

Implementation Strategy

Five Phases of Salesforce Experience Cloud Implementation

A phased delivery approach established requirements, built the salesforce experience cloud, validated connected workflows, and supported adoption.

Partner needs assessment

Map stakeholder needs and priority user journeys
Document existing systems and operational constraints
Define measurable acceptance criteria

Portal and permission design

Design domain data models and permissions
Plan interfaces with source systems
Establish data quality and security controls

ERP and CRM integration

Configure and build core business capabilities
Automate priority workflows and notifications
Review functional behavior with stakeholders

Dealer pilot and validation

Test integration and exception scenarios
Validate user experience and access controls
Prepare onboarding and operational guidance

Network rollout and support

Roll out in controlled stages
Monitor adoption, errors, and workflow health
Refine capabilities based on real feedback

Transformation

Before vs. After

The solution replaces fragmented experiences with integrated Salesforce workflows and governed data visibility.

Before

Email-based partner requests caused avoidable delays or inconsistent information.

Scattered product information caused avoidable delays or inconsistent information.

Limited order status access caused avoidable delays or inconsistent information.

Manual distributor onboarding caused avoidable delays or inconsistent information.

Disconnected support tickets caused avoidable delays or inconsistent information.

After

Centralized dealer access to relevant information

Clearer order and fulfillment status for partners

Faster routing of distributor support requests

More consistent partner onboarding and permissions

Improved collaboration across channel teams

Business Impact

Business and Operational Outcomes

Centralized dealer access to relevant information

Clearer order and fulfillment status for partners

Faster routing of distributor support requests

More consistent partner onboarding and permissions

Improved collaboration across channel teams

The salesforce experience cloud approach brings connected data, clearer workflows, and a more consistent experience to manufacturing & distribution operations.

Salesforce Experience Cloud · Solution Overview

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