Commerce & Community Clouds, Tableau Reset Critical Revenue Channels

case study

Commerce & Community Clouds, Tableau Reset Critical Revenue Channel


The client is a holding company for one of the nation’s largest tobacco product manufacturers.

Industry: Manufacturing
Services: Tobacco Products


  • ATG Cognizant was engaged to deliver an implementation of Salesforce Communities and Salesforce Commerce Cloud to enable B2B customer engagement, reporting, and e-commerce for traditional (business to wholesale) and modern trade channel partners (business to retail).
  • Key services under the scope of the project include business consulting, solution design, tool implementation & customization, and post-implementation support.


Phase 1 – E-commerce for Retail channel (leveraging Salesforce Community & Commerce Clouds)

  • ~2,000 retail customers onboarding on direct to retail e-commerce platform built through Salesforce
  • Complex integrations with 3rd party logistics provider for real-time inventory and order placement
  • Enablement of payments processing through CyberSource payment gateway
  • Solution for custom excise tax calculations in complex, heavily regulated and dynamic business environment

Phase 2 – Customer Engagement portal for Retail & Wholesale customers (leveraging Salesforce Community Cloud & Tableau)

  • 50,000+ retail and wholesale customers onboarding on client’s Salesforce ecosystem to enable self-service capabilities (EFT forms, Returns Management, EDI enrollment, customer data reporting, customer communication and notifications for trade marketing information- promotions, recalls etc)
  • Customer data visibility through visual and interactive reports for trade payments, discount rates, performance tracking and data compliance

Phase 3- E-commerce for Wholesale Trade Partners (leveraging Salesforce Commerce Cloud)

  • ~10,000 supplier ship-to addresses onboarded for direct to supply e-commerce enablement provisioning over 200 SKUs and dynamically promoted products
  • Complex solution architecture and real-time integrations with SAP for ordering
  • Feature / functional blocks-based planning to enable parallel QA and UAT for speeding up time to market


  • Joint discovery workshops with client’s business and IT stakeholders to kick off requirements and solution design
  • Customer journey mapping and UI \ UX design walkthrough with business stakeholders and large trade partners
  • Close partnership with Salesforce, SAP and Tableau team for fit-gap analysis and solution customization assessment
  • Adoption of DevOps toolset to streamline release / deployment activities (Git Lab, Jenkins)
  • Adoption of project control workflows through utilizing and enabling Jira processes