066: How Rochester Electronics Transformed Their Business With B2B, OMS, & CRM with Linda Monroe and Tracey Corbitt

In this episode, we dive into the remarkable story of Rochester Electronics, whose leaders, Tracey Corbitt and Linda Monroe, transformed the company into a vital supplier of semiconductors for medical devices during the global pandemic. Through a digital transformation powered by Sales Cloud and MuleSoft integrations, the company not only streamlined real-time inventory management during a semiconductor shortage but also enhanced the customer experience through self-service options.  We also explore Rochester's strategic shift from dealing exclusively in obsolete parts to including active products, a move that bolstered its resilience against supply chain disruptions. Additionally, we discuss the integration of AI and automation, which has revolutionized customer service and hints at the vast potential of AI in both professional and personal contexts. Show Highlights: Digital transformation with Sales Cloud enhancing customer engagement and service. Managing real-time inventory and overcoming semiconductor shortages with Salesforce and MuleSoft. Transitioning from obsolete parts to active products to diversify and stabilize customer supply. Downsizing the customer service team through AI and automation, reallocating staff to more strategic roles. Upcoming integration of Salesforce marketing technologies for better customer insights and engagement. Potential future applications of AI in various business processes like RMA and guided selling. Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. Supporting Resources: Join the Commerce Cloud Community: http://sforce.co/commercecrew *** Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.