How Shopify’s B2B Platform Tripled Dermalogica Canada’s Reorders

Overview

Dermalogica Canada depended on a legacy custom B2B ordering portal that struggled with downtime, limited search, and no merchandising capabilities. Estheticians would often avoid the platform altogether, calling in orders. Without analytics, the sales team had no data to guide upsells or personalize offers. The company needed a robust, flexible solution that could integrate seamlessly with ERP, provide real-time insights, and deliver a smooth, mobile-friendly ordering experience.

Challenge

Every step on the old platform felt blocked. New features took weeks to build. Faced with outages twice a month, the team lost revenue and reputation. Merchandising updates were impossible without developer intervention. Customers wasted time on phone calls, and data gaps left sales reps flying blind. Dermalogica’s goal: find a B2B platform that offered both stability and agility without sacrificing the tight ERP integration they relied on.

Solution

Dermalogica replaced its custom system with Shopify’s B2B offering. A single developer handled the migration, tailoring the storefront’s design and functionality. They built a loyalty-based pricing model via API, enabled vaulted credit cards for fast checkout, and set up staff permissions so sales reps could place orders directly. Shopify’s back end delivered instant reporting on order frequency, average order value, and conversion funnels. Customers experienced a familiar consumer-like interface, removing friction and speeding up purchase cycles.

Results

• Reorder frequency shrank from 46.9 days to just 10.7 days, a 3× improvement.
• Conversion rates jumped from 74.4% to 91.5% after launch.
• 75% of B2B customers now rate the shopping experience 4 out of 5 or higher.
• Automatic email updates cut support tickets and gave customers visibility from order to delivery.

Key Learnings

Switching to a proven platform can unlock rapid gains without stranding critical ERP links. By shifting development effort to customization rather than maintenance, Dermalogica Canada focused on features that directly moved the needle on repeat orders and satisfaction. Ready-to-go modules like staff permissions and vaulted cards accelerated time to value, while API hooks made advanced pricing models simple to implement.