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Paradise Ingredients_Sales automation for a global supply chain

Elevando-la-Experiencia-del-Cliente-en-la-Industria-de-Alimentos-y-Bebidas

Industry

Food and Beverages

Challenge

Paradise Ingredients faced a unique challenge: managing a high-value, relationship-driven sales process in which each opportunity could take months—or even years—to become a contract.Its sales model involved multiple touchpoints, including international trade shows, sample deliveries, and technical validation processes. However, the company lacked a structured system to ensure consistent follow-up throughout the entire journey. Losing visibility at any stage represented a significant risk to the business.

Results

The implementation made it possible to structure and automate a complex sales cycle, ensuring continuous follow-up with every prospect over periods that could extend for months or even years.Paradise Ingredients established a process that prevented valuable sales efforts from losing momentum, increasing the effectiveness of its long-term relationships with industrial customers.The integration of multiple platforms created a more agile operation by connecting sales, ecommerce, quality, and customer service processes within a unified ecosystem.

Key Product

www.paradiseingredients.com
100-200 employees
company size
Sales
focus area
Experiencia UX

About Paradise Ingredients

Paradise Ingredients is a Costa Rican company specializing in the processing of high-quality raw materials for the global food industry.

As a strategic supplier to multinational companies, it operates under demanding standards for quality, traceability, and consistency, positioning the company as a key partner within the international food supply chain.

The Strategic Challenge: Orchestrating Complexity

Paradise Ingredients needed to orchestrate a highly complex commercial and operational environment shaped by long sales cycles, multiple business lines, and strict quality requirements.

On one hand, the company had to manage long-term relationships with global food manufacturers. On the other, it needed to develop an entirely different commercial model for a new beverage business focused on retail and ecommerce.

At the same time, quality, compliance, and customer service processes had to be incorporated into the same operating environment.

The strategic challenge was to connect people, processes, and technology within a unified ecosystem capable of supporting complex commercial relationships, ensuring traceability, and enabling new business models.

Services Provided

Customer Experience & Strategy

  • ICX Compass
  • Persona Playbook definition, including buyer personas, empathy maps, jobs to be done, and value propositions

Business & Digital Transformation

  • ICX Transformation Framework
  • ICX Process Transformation Framework

Technology Implementation

  • HubSpot Sales Hub
  • HubSpot Marketing Hub
  • HubSpot Service Hub
  • HubSpot Content Hub
  • Adobe Commerce, formerly Magento Commerce
  • Interfacing BPM

Solution

ICX Consulting designed a comprehensive solution built around an integrated technology ecosystem that addressed three critical areas of the business.

For the company’s industrial sales operation, sales processes were redesigned and automated in HubSpot. Workflows and sequences were configured to ensure structured follow-up with every prospect, from the initial interaction through closing, regardless of the length of the sales cycle.

For the beverage business unit, ICX developed a B2B and B2C ecommerce platform on Adobe Commerce. The platform was integrated with inventory systems in the United States, enabling distribution through retailers and marketplaces such as Amazon.

Finally, HubSpot Service Hub and Interfacing BPM were implemented to support quality management. The solution enabled the company to manage complaints, ISO compliance, and process documentation while maintaining traceability and control throughout the operation.

Strategic Impact

The transformation enabled Paradise Ingredients to evolve toward an integrated operating model capable of managing multiple business lines with different commercial dynamics at the same time.

The company strengthened its ability to maintain long-term commercial relationships by ensuring continuity, traceability, and consistency across every interaction with its global customers.

Paradise Ingredients also diversified its business model by introducing an ecommerce channel for its beverage division and expanding its reach into new markets and customer segments.

In addition, the integration of sales, operational, and quality processes established the foundation for a more agile, scalable operation aligned with international standards.

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