Summary
Goal
To design, build, and optimise an online subscription platform for 6ty Degrees using Salesforce Commerce Cloud, enhancing their market reach and sales opportunities.
Data accuracy and availability, the implementation of a digital solution, and the resulting improvements in customer satisfaction and operational efficiency.
Insight Gained
Learn how digital transformation can elevate customer interactions and streamline business processes, leading to significant competitive advantages.
Intro & Background
6ty Degrees is a premium bottled mineral water product based in Thailand, owned by Rare Beverages.
Keen to position itself as the country’s leading supplier of bottled mineral water, 6ty launched in mid 2023 with a pioneering USP: Thailand’s only bottled water producer to use natural thermal mineral spring water.
In an attempt to compete with the leading premium European mineral water brands within the Thai market in traditional retail and wholesale channels as well as the leading domestic subscription-based supplier Sprinkle, 6ty invested significantly across all areas of its business. This included the purchase of a hot thermal spring at the UNESCO Chiang Dao Biosphere Reserve near Thailand’s second city Chiang Mai and a state-of-the art bottling plant.
To support its ambitious objectives, widen its target market and maximise sales opportunities, 6ty partnered with ddx to design, build, test, implement, manage and optimise an online subscription platform linked to a new marketing website. The platform would allow customers to make recurring orders as well as the option for one-off purchases.
Benefits of the ddx Partnership
- Expertise and Customisation: ddx leveraged their extensive experience to create a tailored solution for 6ty, addressing its specific needs and market challenges.
- Efficiency and Speed: ddx’s project management expertise enabled the rapid launch of the platform within a tight two-month timeline.
- Comprehensive Support: ddx provided end-to-end support, from initial research and platform design to implementation and ongoing optimisation, ensuring the platform's success and scalability.
- Enhanced Customer Experience: The partnership led to the integration of customer-friendly features such as QR code payments, with LINE communications soon to follow to further enhance the overall customer experience.
ddx’s solution was to create an online sales and subscription platform utilising Salesforce Commerce Cloud, Salesforce Order Management, Salesforce CRM, and Salesforce Service Cloud, making this the first Salesforce Commerce Cloud project sold in Thailand.
A Salesforce Solution
With a short timeframe to work with, ddx immediately set out on an extensive research project and explored multiple different options in order to determine the correct product that would achieve the varying requirements set out by 6ty.
After analysing the various eCommerce platforms available and their suitability and functionality within the Thai market, it was concluded that the only solution that would allow all objectives to be met was to utilise cloud-based sales platform Salesforce.
As 6ty also had no additional web systems in place to facilitate customer relationship management (CRM), customer data management, and customer complaint management, Salesforce’s scalability and additional options meant that the need to add any additional functionality to the platform in the future could be resolved easily.
Salesforce also provides sophisticated security software as standard, which was an essential requirement for the client due to the sensitive nature of the data customers were required to provide.
Additional Support
While 6ty had a clear objective and end-goal, refining the business model and strategies for delivery required further development. The dynamic nature of any new business and team presented opportunities for fresh perspectives.
To ensure project success, ddx led an extensive initial discovery and scoping phase to better understand the full scope and business goals of the project. Through collaborative workshops, ddx worked with 6ty to fine-tune and finalise its business and subscription models. Additionally, ddx provided additional support in consumer research and auditing.
With the subscription models and scope of work approved, ddx proceeded to build the platform, bringing 6ty’s vision to life.
Implementing Salesforce systems
To build the platform and implement Salesforce systems and architecture, ddx worked collaboratively with Salesforce’s own architecture team. Salesforce B2B eCommerce, Salesforce Order Management, Salesforce CRM and Salesforce Service Desk were all utilised within the platform to achieve maximum functionality, and Stripe was implemented as the platform’s payment gateway.
The platform also made use of standard Salesforce Commerce Cloud design templates, with ddx applying 6ty’s Corporate Identity (CI) and providing support to the client on optimising the customer journey flow.
ddx also implemented functionality for payments via QR code – a specific requirement within the Thai market – and integration with Facebook through Salesforce Service Cloud. Additional integration with social media messaging platform LINE is also planned for the future.
Initially designed as solely a subscription service, after the build had commenced the client sought to add the option for one-off purchases. Although this meant a major new piece of functionality had to be added at short notice, Salesforce’s advanced systems and solutions meant this was straightforward.
Conclusion
The successful launch of 6ty Degrees’ ecommerce platform – powered by Salesforce Commerce Cloud – marks a significant milestone as Thailand’s first locally-sourced implementation. This project showcases collaboration between 6ty, ddx and Salesforce, promoting the power of tailored solutions, rapid deployment, and comprehensive support.
As with any project with a tight deadline, ddx’s expertise in managing short timeframes and complex requirements was vital in helping 6ty to achieve their business goal.
Having Salesforce assist with the system architecture and product knowledge helped play a crucial role in this project’s success. The integration of Salesforce Cloud Commerce, Order Management, CRM, and Service Desk provided a scalable basis for 6ty’s online operations.
ddx and 6ty continue to partner, with both parties committed to further optimising the platform and integrating additional aspects of 6ty’s core business. This collaboration, along with ddx’s proven track record and strong relationships with clients like BMW, Hitachi, and Nikkei, positions DDX as a leader in the digital transformation space, capable of driving sustained growth and innovation for their clients.
Let's start a conversation
If you’d like to know more about how ddx can help your business, or run a digital transformation assessment for your business, feel free to reach out to ddx.