Sector(s)

Project Team

  • Clayton Bildstein
  • Matt Glaman
  • Gordon Vollo
  • Tyler Marshall
  • Greg Galbraith
  • Jason Poole

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Organizations Involved

This case study demonstrates how we helped BlueJeans by Verizon, a leader in video conferencing, streamline their B2B sales process and improve operational efficiency through custom Drupal development and systems integrations.

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The Challenge: Manual Processes & Inefficient Sales

BlueJeans by Verizon had a sales process that was heavily manual and lacked automation, resulting in data being manually entered by employees. The only way for customers to purchase a product was to call in, even after viewing product information on the website. This "swivel-chair" task was highly time-consuming for employees.

To complete a sale, the call center sales team had to manually enter customer details into their subscription management software, Zuora. After the data was entered, login credentials would be emailed to the customer. This disconnect between the website (built on Drupal) and their management software was a significant obstacle to scaling the business.

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The Solution: A Seamless, Integrated Self-Serve Portal

Acro Commerce partnered with BlueJeans to build an integrated self-serve portal for online sales. The first step was to upgrade their existing site from Drupal 7 to Drupal 8, which also added multi-language capability.

The next step was to build a user-friendly B2B ecommerce store powered by Drupal Commerce and seamlessly integrated with Zuora, which automates recurring billing. This integration was crucial for accommodating multiple payment models, including credit card and annual invoicing. Additionally, a link between the self-serve portal and Zuora enhanced the customer experience by providing them with access to their account history and subscription information.

Finally, the sales portal was integrated with Salesforce, BlueJeans' customer relationship management program, to synchronize data such as contacts and organizations.

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The Results: Streamlined Operations & Improved Customer Experience

By implementing this custom solution, BlueJeans achieved a sleek, improved sales process that was fully tailored to its business needs. Key results include:

  • Improved Sales Process: Customers gained the ability to purchase products online via a self-serve option, with automated order fulfillment.
  • Increased Operational Efficiency: The seamless integration with Zuora and Salesforce eliminated hours of manual data entry, freeing up employee time to focus on business development.
  • Enhanced Customer Experience: The new system provides an efficient and intuitive product page and checkout flow.

BlueJeans now has a streamlined B2B ecommerce platform that guides the optimal customer journey and reduces the manual effort required to manage data.

To learn how a custom Drupal solution can help streamline your B2B operations, visit acrocommerce.com or contact us to book a call.

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Describe the project (goals, requirements and outcome)

By implementing this custom solution, BlueJeans achieved a significantly improved sales process that perfectly fit their exact business needs.

Here's what happened:

  • Better Sales: Customers could now purchase products online independently, and orders were automatically processed.
  • More Efficient Operations: The seamless integration with Zuora and Salesforce eliminated hours of manual data entry, freeing up employees to focus on business growth.
  • Enhanced Customer Experience: The new system offers a clear and intuitive product page and streamlined checkout process.

BlueJeans now features an efficient online sales platform that guides customers through their purchasing journey, significantly reducing the manual work required to manage data.

This enables BlueJeans to focus more on business development and enhancing its services, thereby maintaining its leadership position in video conferencing.

Why Drupal was chosen

Many companies select Drupal for their websites for several key reasons:

  • Affordable: While building a Drupal site isn't free, you save money in the long run because there are no ongoing license fees like with other software platforms. These savings really add up if you have many different departments or smaller websites.
  • High Performance: Drupal is significantly faster and more efficient than other open-source options, such as WordPress. It can handle a lot of website traffic without slowing down or crashing.
  • Secure: Thousands of people work on Drupal to keep it safe from threats. It's even better than many commercial software options when it comes to keeping sensitive information secure and meeting strict security standards.
  • Adaptable: Drupal has a vast collection of pre-made modules (almost 50,000 as of early 2023) created by its open-source community. This means you can add nearly every feature you need to your website.

For BlueJeans, it made sense to stick with Drupal because their existing website was already built on an older version (Drupal 7). Upgrading to Drupal 8 and adding tools like Drupal Commerce and other modules allowed them to continue using a familiar system while gaining new features and flexibility.

Technical Specifications

Drupal version:

Key modules/theme/distribution used:

Why these modules/theme/distribution were chosen
  • Drupal Commerce: To provide a system to manage products and provide a checkout system for customers to purchase products.
  • Zuora: To help Drupal communicate with the Zuora system. Used in conjunction with Drupal Commerce and custom modules to integrate Zuora in the checkout process for the client.
  • Paragraphs: Provide an easy way to manage chunks of content within the site.
  • Commerce Avatax: The Drupal Commerce Connector for AvaTax is a Drupal-compliant open-source module that seamlessly links Drupal Commerce with AvaTax to calculate the correct sales tax amount.