Agentforce for B2B Commerce & Order Management
National CPG Distributor
Business Context
The organization and its strategic environment
A $3.2B CPG distributor serving 45,000 retail accounts needed to modernize its order management process. Field reps were taking orders on paper, customer service was handling 8,000 calls/day for order status, and order errors were costing $4.2M annually in returns and credits.
Technology Landscape
Systems and infrastructure before DGT
Salesforce Sales Cloud (basic), SAP ECC for order fulfillment, custom order entry system (20 years old), EDI for large accounts, and a mobile app that reps refused to use due to poor UX.
The Challenge
What the client was facing
The order-to-cash cycle was broken: field reps used paper forms, CSRs manually entered orders into SAP, errors were caught only at delivery, and customers had no self-service visibility. The company needed AI-powered order management that worked for reps in the field, customers online, and CSRs handling exceptions.
The DGT Solution
How DGT addressed the challenge
DGT deployed Agentforce across 3 channels: (1) Field Rep AI Agent — voice-to-order capture via MobileOps, (2) Customer Self-Service Agent — B2B commerce portal with AI-assisted ordering, and (3) CSR Agent — handles exceptions, substitutions, and complex orders with AI recommendations. All connected to SAP via API Hub for real-time inventory and pricing.
DGT Accelerators Used
Delivery Approach
How DGT executed the engagement
Channel-by-channel deployment: CSR Agent first (controlled environment, measurable impact), then Customer Portal (self-service deflection), then Field Rep Agent (highest complexity, biggest payoff). Each channel had a 4-week pilot before full rollout.
Governance Model
How the engagement was managed
Order accuracy council (weekly), channel adoption dashboards, escalation matrix for AI failures, and monthly business review with P&L impact analysis.
Timeline & Phases
The execution roadmap
Order Process Mapping
3 weeksCurrent state analysis, error root causes, AI opportunity sizing
CSR Agent Build
6 weeksException handling, substitution logic, SAP integration
Customer Portal
8 weeksB2B commerce with Agentforce self-service ordering
Field Rep Agent
6 weeksVoice-to-order via MobileOps, route optimization
Optimization
4 weeksCross-channel analytics, continuous improvement
Risks Addressed
Key risks DGT mitigated during the engagement
Why DGT Won
What set DGT apart in this engagement
Outcome Metrics
Measurable before-and-after results
| Metric | Before | After DGT |
|---|---|---|
| Order Accuracy | 91% | 99.2% |
| CSR Call Volume | 8,000/day | 3,040/day |
| Order-to-Cash Cycle | 7 days | 2.5 days |
| Annual Error Costs | $4.2M | $340K |
The Impact
Headline results delivered
"DGT gave us AI that works in the field, online, and in the call center. Our reps now place orders by talking to their phone, customers order online at 2am, and our CSRs handle only the complex stuff. Order errors practically disappeared."
Marcus Johnson
COO, National CPG Distributor