About the client

Candela Corporation is a mid-market distributor of lighting products and accessories, including lamps, ballasts, and sockets. The company serves electrical distribution, specialty lighting, and Original Equipment Manufacturer customers.

Challenge

Candela had built its reputation on strong, personal customer service. But customer buying habits were shifting toward online purchasing, while Candela’s traditional service model relied heavily on offline interactions. Candela needed to support digital commerce without losing the service quality that set it apart. The company also needed a scalable approach that did not place heavy reliance on developers or IT teams.

Solution

XCentium partnered with Candela to implement Salesforce B2B Commerce Cloud as a flexible eCommerce platform. The platform gave customers a 24/7 self-service online store while preserving Candela’s offline service options.

Salesforce B2B Commerce Cloud supported Candela’s front-office and back-office commerce needs. Its API-first, microservices-oriented architecture helped integrate with existing systems and gave Candela room to support future growth.

XCentium also designed the commerce experience to support both B2B distributors and B2C resellers. A customer registration workflow allowed customer service representatives to review and approve new customers based on predefined criteria, creating a more controlled and efficient onboarding process.

Outcomes

Candela extended its high-touch customer service model into a digital channel. Customers gained the convenience of online purchasing at any time, while still having access to personal support when needed.

The new platform helped Candela scale commerce operations without adding pressure to development or IT teams. The Salesforce B2B Commerce Cloud implementation also supported smoother transactions, better inventory management, and stronger customer relationships. The customer registration workflow helped service representatives review and approve customers more efficiently, reducing friction for new customer engagement.

Technology

• Salesforce B2B Commerce Cloud