Polysciences Improved On-Time Delivery from 82% to 97% by Integrating SAP Business One with Salesforce via Commercient

When Todd Brown joined Polysciences, the company had used Salesforce for about three years, but only as a repository for contacts and a handful of trip reports, with no rigor around the data and no way to pull anything useful out of it. Sales activity in Salesforce had no connection to the numbers already living in the company's SAP Business One ERP, so there was no reliable link between the sales pipeline and what was actually being invoiced and shipped. Leads from the website landed in a shared inbox that five people monitored, so easy inquiries got answered quickly while more complex or valuable ones could sit for days before anyone claimed them. Management also had no independent way to verify operational metrics like on-time delivery, since the people responsible for hitting a KPI were often the same people reporting on it.

Todd brought in Commercient to sync sales orders, invoices, and other SAP Business One data into Salesforce, giving Polysciences an objective, end-to-end view from lead to opportunity to closed sale. On top of that synced data, Todd built out Call Reports, a real opportunity pipeline, and a web-to-lead process that automatically routes inbound inquiries to the right person instead of a shared mailbox. Because the SAP data flowing into Salesforce is untouched by the people it measures, Polysciences could also build genuinely objective KPI dashboards, including an on-time delivery metric based on actual requested and shipped dates rather than self-reported numbers.

The Commercient-synced SAP data revealed that Polysciences' real on-time delivery rate was closer to 82-83%, not the 97%-plus that had been self-reported, and giving the shipping and planning teams visibility into that gap let them fix it, bringing on-time delivery back above 97% in under six months. Salesforce adoption has grown alongside the integration, from seven licenses when Todd joined to 27 today, and three of the company's five sister businesses, including a recent spinoff and a retail skin-care brand, have since adopted Salesforce as well. Automatically routing web leads to the right person cut response time on quote requests from a day or two down to five or ten minutes, and Polysciences' international teams, who previously had little visibility into order history, invoices, and pricing, can now pull that information directly from Salesforce instead of waiting on a report from the U.S. office. Polysciences is now working with Commercient on syncing inventory data as well, so the sales team can confirm stock availability the moment a quote goes out.