Toptal helps tools manufacturer increase B2B portal adoption by 26% and self-service by 30%.
A leading tools manufacturer partnered with Toptal to transition North American B2B customers from offline sales channels to a modern self-service platform.
Client
A US-based global tools manufacturer moving B2B customers to a self-service digital platform.
Employees
Revenue
Industry
Consumer GoodsDelivered Services
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Schedule a CallChallenge
The company’s B2B customers relied on manual processes such as phone calls, emails, and sales representatives, creating costly inefficiencies. At the same time, an aging portal had reached end of life, requiring a seamless migration to a new Salesforce-based platform.
Solution
Cross-functional Platform Migration
Toptal assembled a cross-functional team of Salesforce, SAP ERP, Agora, and QA specialists to migrate the legacy B2B portal to a modern Salesforce storefront while supporting a seamless customer transition.
Unified Customer Experience
Using Apex, Lightning Web Components, and SAP expertise, Toptal helped unify regional B2B purchasing workflows, improve inventory visibility, and deliver a more intuitive self-service experience for customers across North America.
Outcome
Higher Platform Adoption
The new self-service platform increased system adoption by 26%, self-service by 30%, and order volume by 21%, helping more customers complete purchases through digital channels instead of traditional offline processes.
Greater Customer Efficiency
Thirty percent of customers began using the portal for support rather than contacting customer service, reducing manual effort while improving inventory visibility and overall customer satisfaction.
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