Case Study: Global Cosmetic Manufacturing Company achieves 85% salon online ordering and reduced call-center costs with Sitecore

Global cosmetics manufacturer completes B2B order management takeover

Global Cosmetic Manufacturing Company faced a forced migration away from their legacy SAP order-entry process that left 35 call‑center reps manually entering large, error-prone orders for 4,000+ salons worldwide. The company needed a modern, mobile-friendly B2B ordering experience that would reduce manual errors and free reps to focus on upselling and customer growth — so they engaged Sitecore to modernize their order management.

Sitecore delivered a custom solution built on Sitecore® OrderCloud® tightly integrated with SAP, providing role-based access, dynamic search, inventory visibility, promotions, and self-service ordering for salons. As a result, Sitecore’s implementation drove 85% of salons to place orders online within six months, increased sales and average cart size, significantly reduced manual order errors, and allowed the company to repurpose call‑center staff—delivering measurable cost savings and operational improvements.