case study
L.L Bean for Business
Founded
1912
Headquarters
Freeport, Maine
Industry
Retail
Number of Countries
200 +
Abstract
L.L. Bean for Business (B4B) is the B2B division of the iconic L.L. Bean brand, known for its durable outdoor apparel. B4B caters to businesses by providing premium products, volume discounts, expert personalization services, and exceptional customer service. To modernize its technology stack and enhance customer experiences, B4B partnered with Perfaware to execute a large-scale digital transformation using Salesforce Service Cloud, Order Management, and Marketing Cloud. Perfaware’s extensive Salesforce expertise positioned it as the ideal partner to lead this initiative.
About L.L Bean
LL Bean for Business sought to expand its B2B operations by creating a streamlined platform for corporate clients to purchase customized products, such as apparel with embroidered logos. The Make-to-Customer solution needed to support:
- Logo Upload and Approval: Enabling clients to upload logos, approve or reject artwork, and seamlessly integrate these workflows.
- Inventory and Lead Times: Providing accurate inventory availability and precise manufacturing timelines for on-time delivery, often tied to corporate events.
- Omnichannel Engagement: Tracking customer interactions across web platforms, chat, and inbound calls at the corporate call center to deliver consistent service.
This transformation involved replacing homegrown systems with modern, cloud-based Salesforce solutions to meet the growing demands of B4B’s corporate customers and enable scalable growth.
Perfaware Strategy and Execution
The multi-phase digital transformation has already delivered significant results:
- Key phases completed successfully, driving consistent business growth and enhanced customer satisfaction.
- Improved operational efficiency and scalability, enabling B4B to better serve its corporate clients.
- Anticipated future expansion of B2B operations as a major contributor to L.L. Bean's overall profitability.
The partnership between L.L. Bean for Business and Perfaware has laid a robust foundation for sustained success in the competitive B2B space.
Business Challenge
- Some of the legacy systems used to facilitate the embroidery services had unique challenges in coming up with manufacturing windows based on product availability and volumes that could be converted into accurate promise dates
- The call center team had very high expectations for the ability to capture custom fields associated with customer interactions that Perfaware had to take into account in the design of the overall solution
Digital transformation for a Multi-country multi-brand retailer
Results
Femsa Salud has a robust and flexible order promising and fulfillment system that works seamlessly with other best-in-class systems (ecommerce engine, payment gateways, delivery systems, and so on).
Femsa’s choice of Sterling OMS and Perfaware for driving their customized solution has helped them meet unique business needs across its brands and countries.
Having capabilities delivered remotely early on in the Covid lockdown allowed Femsa to cater to their customers and avoid significant revenue loss.
The implemented solution enabled Click-n-Collect (BOPIS) in over 500 stores in Chile, Colombia & Ecuador.
The new innovative platform provides faster iterative capabilities and as an example they could easily pivot from a single delivery partner to integrating with a 3PL delivery hub that makes home delivery within 45-60 minutes possible for the majority of their customers.
The solution is future-proof, modular, collaborative, and extensible —and with the help of Perfaware, has continued to scale the business to new heights in the years after the initial implementation
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