From 72 Websites to One Solution: BPM Group’s Transformation with StoreConnect

There was always time for the customer at BPM…except when there wasn’t.

About BPM Group

When your CEO is willing to drop everything to personally track down an item for a customer, you know you’ve found a special company.

When that same CEO does this day in and day out, personally messaging customers about their orders, it’s a rare find indeed!

BPM Group, a third-generation family-owned business, manufactures, wholesales and distributes a diverse range of childcare, gift and homeware brands. With operations spanning Australia, New Zealand, the UK and the US, BPM caters to both B2B and D2C markets, representing 66 brands.

From trade customers to individual consumers, BPM has built a reputation on one key principle: personal customer service. CEO Dean Osmond can often be found packing orders himself, ensuring every interaction reflects the company’s ethos.

But as the company expanded, managing 72 different websites became a daunting challenge. That’s where StoreConnect, built on Salesforce, came in.

The Challenge: Managing 72 Websites Manually

Operating 72 separate websites, each with its own payment system, had become unwieldy. The process of manually updating each site across multiple regions and currencies was not only time-consuming but also prone to error.

For Rebecca Harrison, Marketing Manager at BPM, the workload was immense.

If I wanted to duplicate websites in different territories, I literally had to download hundreds of images and all the content and reload them one by one. It was incredibly tedious, Rebecca recalls.

The Solution: Centralizing Operations with StoreConnect

Enter StoreConnect. By centralizing BPM’s eCommerce operations onto a single platform, they were able to manage all 66 brands across various regions with ease. The solution allowed them to quickly duplicate websites for new regions without having to reload content from scratch.

All product data is entered once in Salesforce and can be associated with a store and with a matching pricebook for each currency. All with the click of a button.

With support for multiple currencies, product suites and payment methods, StoreConnect streamlined the entire process.

Now, a new website can be deployed very quickly. We just have to decide on a territory and currency and we can duplicate it rapidly, Rebecca explains.

The Results: Efficiency, Time Savings and Enhanced Customer Service

Since implementing StoreConnect, BPM has witnessed a significant transformation. Rebecca now manages 22 websites effortlessly.

For the 22 websites we’ve launched so far since moving to StoreConnect, I now spend just an hour a day on them, which is amazing, Rebecca shares.

With all online sales now running through Salesforce, BPM can analyze sales data more effectively and provide valuable insights to customers, such as sharing online sales performance data of specific products with physical stores also selling the same products.

The ability to make instant updates across all sites has eliminated many of the manual errors that previously plagued their system.

It’s amazing to just make needed changes right away with StoreConnect in Salesforce, instead of updating three different websites manually. With StoreConnect, I can make changes instantly across all websites. It’s such a time-saver! Rebecca notes.

Additionally, because StoreConnect is built on Salesforce, BPM’s overall customer experience has been enhanced with all customer data centrally stored in Salesforce giving a single point for accurate data and allowing them to leverage the wide array of business solutions Salesforce offers small businesses.

With Salesforce’s reporting functionality, the team has a clear overview of sales performance across all markets.

Now, I can see how each country and website is performing at a glance with Salesforce’s reporting dashboards, Rebecca adds.

Looking Ahead: A Future with Salesforce

With StoreConnect handling the technical side of things, BPM is now looking to enhance customer relationships through Salesforce’s tools. The next step? Enabling sales reps to focus on building stronger customer connections rather than managing stock and orders.

Our reps will no longer need to do physical stock counts when visiting accounts. The goal is for them to spend more time strengthening relationships, introducing new products and offering tailored recommendations, thanks to insights from our Salesforce analytics, Rebecca explains.

The team is also excited to leverage Salesforce’s Account Engagement features to personalize marketing efforts further, using customer data to create tailored experiences.

Now that we have our websites in place, they can really run themselves and my focus will be on getting our sales reps utilizing Salesforce even more, says Rebecca. There is so much potential for growth and we are just getting started.

By adopting Salesforce and StoreConnect, BPM Group has transformed its eCommerce operations, saving time, reducing errors and enhancing customer service.

StoreConnect has become a key part of their business growth and operational efficiency, enabling them to seamlessly manage multiple brands and territories. While BPM has already launched multiple sites with early successes proving highly beneficial, they have an exciting journey ahead of utilizing the full capabilities of StoreConnect and Salesforce.

BPM is poised for continued growth, making customer service a seamless experience while staying true to their hands-on, personal touch. Dean may spend less time packing orders, but his personal touch with customers remains committed. After all, BPM was built on personal service and customer care—StoreConnect and Salesforce simply makes delivering that service easier!