Industry: Nutraceuticals / B2B-B2C Hybrid Company: Nutrafol
The Situation
This nutritional supplement company sells through physician and salon partners, using Salesforce as their CRM and order origination system. When they launched online partner portals for direct-to-consumer sales, they suddenly had order data flowing from multiple sources—traditional Salesforce orders, new portal orders, and separate B2C channels.
As one team member described the early state: “We were only using it really as a CRM… having everything come through wasn’t accurate. We couldn’t reconcile orders at all.”
The Challenge
- Unify reporting across direct sales, partner portals, and B2C channels
- Ensure all orders transmit to the fulfillment center with accurate status updates
- Give Sales and Accounting a complete picture of revenue
- Support evolving operations as they implemented a more robust Order Management System
The Approach
We evaluated Commerce Cloud but ultimately the business chose Shopify as their storefront while maintaining Salesforce as the system of record. I designed and redesigned integrations to ensure accurate, efficient data flow from all channels to fulfillment and back.
As operations evolved, we reworked integrations to accommodate their new OMS, plus customized payment processing and refund tracking for better transaction attribution.
The Outcome
- Complete revenue visibility across all channels
- Reliable order fulfillment with accurate status tracking
- Cleaner payment reconciliation and refund processing
- A flexible architecture that adapted as their tech stack evolved
”Pamela will make your life easier and make things make sense."
"It doesn’t even feel like you’re a contractor. You’re so personable—it feels like you’re part of our company.”
Key Takeaway
When your systems don’t talk to each other, your teams end up doing the translation manually.