Give customers a personalized experience via B2B Commerce Cloud

About company

Sibelco is a global material solutions company. We utilize nature’s raw materials to provide solutions for society and support the cradle-to-cradle loop. From drinking water sanitation to solar technology, every day our materials work as essential components in the progress of society.

Sibelco was founded in 1872, initially supplying silica sand from deposits in Flanders to Belgium’s major glass producers. Sibelco is a privately owned company & a family business, operating 118 production sites in more than 30 countries with a team of over 5,300 people.

Business challenge

Sibelco’s BU Abrasives offers one of the industry’s widest selection of blast cleaning abrasives. From facade cleaning to ship repair, different surfaces demand different abrasive materials – our solutions are well tailored to the specific needs.

Sibelco Abrasives business serves a large amount and various size customers – several hundreds of a small one-man businesses to a large international corporations. Next to the quality materials supply Sibelco is also aiming to provide a smooth customer experience and address the needs of different customer segment on international scale – be responsive to customer needs and questions, provide technical guidance and visibility of the ordering and fulfillment processes.

In order to meet these challenges Sibelco decided to create an omni-channel customer experience and introduce a B2B eCommerce environment where customers in a self-service mode can easily purchase and reorder abrasives, receive the required information and support. With eCommerce environment Sibelco also decided to provide a personalized customer experience - access to an account manager, visibility of the past sales, and all this in a quick mobile- friendly environment.

Approach & Services

BRIGHTFOX used the B2B Commerce Cloud package to create a web shop for customers.  The end user could choose from a set of 250 products, all in different packages and granularity. Depending on the tier of the customer, different price books were offered, and on top of that we created a coupon system, allowing discounts during the first months.

We set up an integration with a web service, in order to calculate complex transport costs, depending on postal code or other parameters. To align the B2B shop with the Sibelco website, we implemented multiple Iframes within the shop.

BRIGHTFOX also implemented order management so the customer could be informed with a summary mail after his order was placed.  The internal team started working on the case to deliver the order.

It was important to customize the application in such a way that customers were able to quickly reorder the exact same order as previously. This is a common use case in the B2B sector. It allows customers to create a similar order in one click, after which the order specific data can be filled in on the checkout screen.

To report on all sales, we configured Salesforce reporting on abandoned carts or placed orders. On top of that Google Analytics (Tag Manager) was used to follow the different steps from each visitor.

Product solutions

  • B2B Commerce Cloud.
  • Mendix web service integration.
  • Google Analytics

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