Eliminating E-Commerce Pitfalls in B2B and B2C Environments

eliminating e-commerce pitfalls

E-commerce, or the process of buying and selling goods and services online, is a growing element of modern business. Both business-to-business (B2B) and business-to-consumer (B2C) companies are finding it important to offer e-commerce solutions to customers to increase profit by nixing brick and mortar store strategies.

But for some companies, transitioning from mail, fax and EDI orders to online orders can seem like a daunting task. Fortunately, there’s a solution: sales order automation. By automating order management, organizations can continue their e-commerce investment worrying about disrupting customers.

Bridging the E-Commerce Customer Experience Gap with Sales Order Automation

When searching for ways to enhance your business process, the first question that B2B and B2C companies typically have is “How will this affect our customers?”. Wanting to limit customer disturbances when moving to e-commerce, they are finding sales order automation is a way to provide customers with the great service they’ve come to expect, while minimizing the amount of time and money needed to maintain e-commerce functions.

  1. Limit customer effort
    In 2020, worldwide B2C e-commerce sales are expected to reach $2.36 billion (Statista) and worldwide B2B e-commerce sales are expected to reach nearly $1 trillion (Forrester Research). The last thing you want to do is make it a burden for customers to order from you. The easier it is for them, the more likely they will keep coming back. Once your e-commerce project is in place, sales order automation streamlines online orders into your ERP system, allowing for complete control and visibility throughout the journey. I talk about this more in-depth later, but many solutions also provide customers with a portal where they can go to view order status or resolve any issues.
  2. Simplify order processing
    60% of B2B executives cite integration with ERP and accounting systems a top technology priority (E-Commerce & B2B). Simplify the way your company processes orders that come in through your e-commerce site with an automated solution that integrates directly with your ERP and/or accounting system. This way, you don’t have to worry about manually entering order information into your ERP system or making sure that your balance sheet … balances. On the customer side, they’ll take note of the speedy delivery and effortless ordering that sales order automation allows companies to deliver.
  3. Collaborate with customers
    Create an effective and collaborative e-commerce workspace by choosing an automation solution that comes equipped with a customer portal.
    While customers:
    • Eliminate time spent making order inquiry calls,
    • Gain access to convenient e-ordering options and status information,
    • And get a speedier, more accurate delivery of goods and services,
    Your business is:
    • Saving time and money previously allocated to order status calls,
    • Improving customer retention and strengthening relationships,
    • Accelerating the sales cycle while lowering sales costs.
    In the end, intuitive customer onboarding, rapid dispute resolution, reduced order status calls and easy communication with customers leads to a stellar customer experience that they will keep coming back for.
  4. Get personal with personalization
    50% of B2B buyers identify improved personalization as being a key feature for suppliers they would want to work with (E-Commerce & B2B). Many automation solutions cater to this need by allowing organizations to customize the look and feel (as well as messaging) of any customer-facing communications. Catering this to customers makes them feel welcome and special, which, let’s face it, everybody wants.

An e-commerce platform and sales order automation combine the best of both worlds to create a process that benefits your company and, more importantly, your customers.

Samantha Heavner

As Esker’s Creative Coordinator, Samantha both writes and designs marketing content aimed to educate and engage audiences on the benefits of automated business processes. Outside of work, you may catch her cheering on the Chicago Blackhawks, playing with with her dog or tackling a new DIY project.

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