Outcreating Digital Customer Experience for a Biosciences Enterprise with Salesforce Experience Cloud

About the Client

The client is a global flavors, fragrances, food ingredients, and biosciences enterprise serving industries where speed, trust, and product information matter every day. Its clients depend on timely access to order details, technical documents, research updates, procurement information, and digital touchpoints that support business decisions across functions.

Its legacy customer hub had become an important digital front door, but the experience no longer matched the scale and complexity of the business. Research and development managers, procurement teams, and other portal users needed faster document access, better order visibility, stronger security, and a cleaner global interface. The opportunity was clear: turn a functional portal into a more connected digital experience built for adoption, productivity, and future growth.

Business Challenges

The client’s portal had reached a point where incremental fixes would no longer solve the core issue. Users needed faster access to orders and documents, while internal teams needed a more scalable platform that could support secure onboarding, role-specific experiences, and future capabilities.

The problem was latency and the gap between how the portal worked and how a global biosciences enterprise needed digital engagement to feel.

• Portal performance slowed critical tasks: The legacy customer hub experienced latency during order and document retrieval, affecting the speed of routine user interactions.
• Document access was too fragmented: Content sat across repositories, making search and retrieval harder for users who needed timely technical, order, or business information.
• Order management lacked a unified view: Limited order tracking and document management capabilities reduced portal usefulness across research, development, and procurement workflows.
• The user experience needed a global refresh: The existing interface did not support evolving scalability needs, responsive design expectations, or consistent global branding.
• Security had to improve without adding friction: The client needed multi-factor authentication to strengthen access control while keeping onboarding practical for users.
• Operational productivity was declining: System inefficiencies increased task completion time and reduced internal throughput across portal-supported processes.
• The platform needed room for what came next: The client needed an architecture that could support future capabilities, new communication channels, personalized news feeds, and dedicated landing pages for different user groups.

The actual ask was to reframe the portal from a transactional access point into a scalable Salesforce Experience Cloud foundation for digital customer experience, one that could improve access, engagement, and productivity without adding more system complexity.

Business Benefits

The transformation helped the client improve the digital customer experience while reducing the operational complexity behind the portal.

• ~30% decrease in IT operating costs: Application rationalization and streamlined cross-functional processes reduced platform overhead.
• ~35% increase in user adoption: Improved workflows and a more intuitive interface encouraged more users to engage with the portal.
• Improved internal task throughput: Optimized portal journeys helped users complete routine order, document, and engagement tasks faster.
• Reduced system redundancies: A consolidated, API-driven customer interaction platform simplified the technology landscape.
• Stronger cross-functional collaboration: Personalized news feeds, communication channels, and role-specific landing pages improved engagement across business users.
• More consistent global customer experience: Responsive user experience architecture and global branding created a clearer, more reliable portal experience across user groups.

Conclusion

A portal becomes valuable when users return to it because it works the way they expect. That was the real shift here. The client moved from a legacy customer hub built around access and transactions to a Salesforce Experience Cloud foundation shaped around faster discovery, clearer order visibility, stronger security, and more relevant engagement.

For a global biosciences enterprise that creates a better digital front door for clients and internal teams. It also gives the business a cleaner path to add new capabilities without having to rebuild the experience each time. With LTM as its Business Creativity partner, the client now has a portal foundation built to support adoption, productivity, and digital customer experience at scale.

“Customers and partners judge an organization on one thing: how easy it is to do business with them. A unified self-service experience sits at the heart of that. We rebuilt their digital front door on Salesforce, a single, secure platform to find information, track orders, and engage with the brand, driving higher adoption, growing share of wallet, and lowering operating costs. For us, this is what it means to Outcreate legacy customer experience.” -
Dmitri Novomeiski, AVP and Sales Leader US Salesforce Practice, LTM