United Pacific Industries, a leader in the automotive aftermarket and OEM parts industry, has set a leading example of how digital transformation can drive operational efficiency and business growth. For over 40 years, United Pacific has been known for supplying high-quality products to commercial truck enterprises and international markets, but as the company grew, so did the complexity of managing its vast catalog of over 200,000 SKUs and serving its diverse clientele.

United Pacific’s journey into B2B eCommerce highlights how a strategic shift towards digital solutions can help companies in even the most complex industries streamline operations and enhance customer experience.

Tackling Industry Complexities Through Digital Innovation

The automotive parts industry presents a unique set of challenges for any company, especially one like United Pacific, which deals with a wide range of products and attributes. From varying pricing structures across different markets to products with numerous specifications such as color and component details, managing and displaying product information online in an organized and accessible way was a significant hurdle.

United Pacific also faced the challenge of offering customized options for certain products, which added complexity to inventory management and order fulfillment. The company needed a solution that could handle these intricate processes while keeping the customer experience seamless. Traditional eCommerce platforms were simply not equipped to manage these complexities efficiently.

Transitioning from Manual to Streamlined Operations

Previously, United Pacific relied on a more traditional, manual order processing system that was both time-consuming and prone to errors. This system slowed down order fulfillment and left room for inaccuracies, impacting customer satisfaction. Realizing that the status quo could no longer support their growing needs, United Pacific took a decisive step towards digital transformation.

By implementing Sana Commerce a robust B2B eCommerce platform, United Pacific Industries was able to integrate its buyer portal directly with its backend systems, automating many of the processes that were previously manual. This allowed the company to streamline its order management and significantly reduce the time spent on processing each order, enabling their team to focus on more strategic customer engagements.

“Sana’s web store has been a game-changer for us. With in-depth product descriptions, seamless upselling, and integrated Salesforce, we’ve elevated our sales strategies and effortlessly generate customer leads. It’s a testament to the power of innovation in transforming our business.” said Jai Baek, Marketing & Creative Director at United Pacific

Key Outcomes of the Digital Transformation

The new digital platform had a profound impact on United Pacific’s operations. Here are some of the most notable results:

• Increased Efficiency in Order Processing: The implementation of the new platform resulted in a 20-30 minute time savings per order. This boost in efficiency not only improved internal workflows but also enhanced customer service, with faster and more accurate order fulfillment.
• Greater Customer Adoption and Engagement: United Pacific saw a significant increase in web store adoption, with over 1,000 B2B customers actively using the platform. The seamless integration of advanced search functionalities and personalized customer experiences made it easy for customers to navigate the 20,000+ SKUs and place orders effortlessly.
• Enhanced Product Management: One of the biggest wins for United Pacific was the ability to automate and streamline product catalog management. Instead of manually updating product details, the system now allows for automated synchronization of product data, making catalog maintenance far more efficient. This also ensures that customers are always seeing the most accurate and up-to-date product information.
• Revenue Growth: Since the launch of their eCommerce platform, United Pacific has experienced a 20% increase in sales. The improved digital infrastructure not only made it easier for customers to place orders, but also helped the company offer better customer service, which in turn fostered greater customer loyalty and repeat purchases.
• Cost and Time Efficiency: The move to digital has allowed United Pacific to cut down on operational costs, particularly in managing their vast catalog and processing orders. The enhanced efficiency translates into reduced total cost of ownership, freeing up resources that can be allocated to growth initiatives.

A Customer-Centric Approach to eCommerce

Throughout their digital transformation, United Pacific Industries placed a strong emphasis on enhancing the customer experience. From personalized pricing structures to providing detailed product descriptions and technical information, the company made sure that the eCommerce platform was designed with the customer in mind.

The ease with which customers can navigate through the extensive product catalog, search for specific items, and access personalized pricing has been critical to United Pacific’s success. By focusing on customer needs and ensuring the platform was simple yet robust, the company has been able to improve both customer satisfaction and loyalty.

A Strategic Shift to Long-Term Growth

While United Pacific’s transition to a B2B eCommerce platform was a significant milestone, it was just one part of a broader strategy to future-proof the business. The company recognized early on that its long-term success would depend on its ability to adapt to changing customer expectations and market conditions.

In today’s digital-first landscape, B2B customers expect the same level of convenience and ease of use from their eCommerce experiences as they do in the B2C world. United Pacific’s investment in a digital solution has positioned the company to not only meet these expectations but to exceed them.

The success of United Pacific Industries’ digital transformation offers a compelling case study for other B2B businesses that are still navigating their own paths toward digital integration. Their story is a testament to the power of strategic planning, great technology selection, and a customer-first mindset in driving business success in a complex and competitive marketplace.