MGK’s Digital Evolution: Proving That Even Complex Industries Can Go Digital

For years, MGK heard the same refrain as many in regulated industries: “Your business is too complex for digital.”

With strict EPA regulations, a highly specialized B2B sales model, and a legacy ERP system (Ross) that had minimal integration, MGK had built a high-touch, manual order management process. Customers relied on email and phone calls to place orders, while MGK’s customer service team manually keyed each order into their ERP, ensuring compliance at every step.

It worked—but it wasn’t scalable.

Like many manufacturers, MGK saw huge potential in digital transformation but needed a solution that could work with their industry’s unique complexities, not against them. The answer? A self-service B2B commerce portal integrated with Salesforce and OMS, built in partnership with Saltbox Mgmt.

The Challenge: Translating Complexity into Digital Clarity

For MGK, digital transformation wasn’t just about automation—it was about empowering customers and internal teams to work more efficiently. But the challenge was real:

A disconnected system – Sales and Service Cloud weren’t linked to MGK’s order processes, making it difficult to track real-time order status or inventory.A manual, time-consuming workflow – Orders arrived via email and required a customer service rep to process each one manually, leading to potential delays.Legacy knowledge, not scalable processes – The logic behind order management lived in the minds of customer service reps, making it difficult to streamline and scale.

But MGK had a clear vision: to provide an exceptional customer experience while maintaining the compliance and precision their industry demands.

The Solution: Seamless Integration for a Modern, Scalable Buying Experience

MGK knew their digital storefront needed to do more than just take orders. It had to connect customers, internal teams, and fulfillment systems in one seamless experience.

After evaluating multiple solutions, they chose Salesforce B2B Commerce Cloud and OMS, ensuring a fully integrated system that worked with Sales and Service Cloud and—most importantly—their ERP (Ross).

“We already had Salesforce, and I was adamant that we didn’t want to introduce another system for my team to juggle,” said Lindsay Sillman, Director of Configuration and Customer Service at MGK. “Salesforce could deliver everything we needed—and more.”

Finding the right implementation partner was just as critical. MGK ran a structured evaluation process, comparing potential partners across multiple criteria. Saltbox Mgmt came out on top.

“Saltbox had the deep Commerce and OMS expertise we needed,” Lindsay said.

“They understood our industry and had a clear, phased approach that helped us modernize without overwhelming our team or customers.”

The new solution delivered:

• A self-service B2B commerce portal where customers can place and track orders in real time.

• ERP integration with OMS, eliminating manual order entry and providing real-time inventory visibility.

• A phased rollout approach, allowing MGK to onboard customers gradually and adapt along the way.

• A smarter use of Sales and Service Cloud, enabling live chat and self-service case management directly in the commerce portal.

Turning Knowledge into Scalable Processes

For years, customer service reps carried the entire order process in their heads. Every pricing rule, every approval step, every shipping condition—it all required human intervention.“Before the portal, we mapped out our processes and counted at least 18 high-level steps just to process an order,” Lindsay recalled. “We knew we had to change.”

With Saltbox’s help, MGK transformed that tribal knowledge into a structured, scalable system. Now, the system automates routine tasks while flagging exceptions for human review.

“Our customer service team no longer spends their days manually entering orders,” Lindsay said. “Instead, they’re focusing on real customer issues—the ones that truly add value.”

The Results: A Smarter, More Scalable Future

MGK’s soft launch is complete, and full customer onboarding is underway. Already, the impact is clear:

Faster Order Processing – Orders move through fewer steps, with significantly reduced manual work.Real-Time Order Visibility – Customers no longer have to email for updates—they can log in and see everything instantly.A Template for Future Growth – MGK is among the first Sumitomo brands companies to launch a B2B commerce portal, proving that this model can scale across the broader portfolio.

But for MGK, success wasn’t just about efficiency—it was about delivering on their core mission.

“Our goal was always to provide a better experience for our customers and internal teams,” Lindsay said. “Instead of waiting days for answers, customers will now have instant access to the information they need. That’s the real value of this project.”

Advice for Businesses on a Similar Path

Reflecting on MGK’s journey, Lindsay shared three key takeaways for businesses looking to modernize their B2B buying experience:

1. Trust Salesforce’s Partner Recommendations. “Salesforce knows their platform. If they recommend an implementation partner, take that seriously.”

2. Be Ready to Move Fast. “Saltbox operates at a high level of efficiency—having internal alignment on priorities helps you keep pace.”

3. Understand Your Processes. “Mapping out our order workflows helped everyone—from our team to Saltbox Mgmt—design a solution that truly worked for us.”

She also emphasized the importance of having a clear ‘why’ throughout the project.

“When you’re leading a project like this, especially if it’s your company’s first major digital transformation, you’ll face resistance,” Lindsay said. “You have to keep your WHY at the center of everything—why this change matters, why it’s going to improve the business, why it’s worth the effort. I repeated our ‘why’ over and over, and it helped keep people aligned.”

What’s Next for MGK?

This transformation is just Phase 1. Next, MGK plans to expand their self-service capabilities with TradeCentric integrations, omnichannel inventory management, and further automation—all with the goal of making it even easier for customers to do business with them.

“We set out to make it simpler and faster for our customers to get what they need,” Lindsay said. “And we’re well on our way.”

Want to learn how Saltbox helps manufacturers modernize their commerce operations? Let’s talk.