A B2B webstore can be made as elaborate as you like. The sky is the limit. As B2B e-commerce However, experts regularly see a number of functionalities that make the difference. In this blog, we explain the key functionalities that can enrich your B2B customer portal and really add value to your customers.
1. Retrieve real-time order data
Most B2B webshops are linked to an ERP, WMS and/or OMS system. Because data is kept in different places, it can be a challenge to properly inform customers about their orders, invoices and shipments.
If you do not proactively communicate this data to the customer, chances are your customer will go to customer service to request this information. This costs valuable time, preventing customer service colleagues from picking up more important questions.
The solution: Fortunately, with the availability of APIs in these systems, you can unlock this data quite easily. In this way our Business Central integration for Magento and Shopware real-time orders, invoices and shipments over from the ERP system.
2. Returns and service requests
Another activity that customer service can spend a lot of time on: handling returns or service requests. In an ideal customer portal customers can independently report returns and service requests, which then automatically enter the right system. This not only saves time, but is also convenient for the customer as they can submit returns 24/7.
Case study 1: At our client Tier 1 Distribution we have linked the RMA process to the ERP system, including an automatic check that the product's serial number matches the database, preventing erroneous or expired warranty requests.
Case study 2: Our client's medical products Vandeputte Medical need regular servicing or inspections. Customers can see in the portal how many products need an inspection, when the last service was, and request this service directly via the portal.
3. Price and stock lists
Most B2B organisations have customer-specific pricing agreements. Many organisations use procurement systems for their purchasing. Your customer wants to receive a daily up-to-date list of the customer-specific prices that apply to them, including available stock, so that it can be automatically read into the procurement system.
Recommendation: Offer an automatic CSV, XML or JSON feed with price and stock data in your customer portal. This significantly streamlines your customers' procurement process.
Conclusion
A well-appointed B2B customer portal is more than a nice-to-have, it is a strategic investment that benefits both your organisation and your customers. By implementing real-time order data, independent returns and service handling and automated price and stock lists, you create a win-win situation:
- For your customers: Greater autonomy, 24/7 access to information and a smoother purchasing experience
- For your organisation: Reduced customer service pressure, increased customer satisfaction and more efficient processes
The technology is already there, API links make it possible to implement these functionalities relatively easily. The question is not whether you should take these steps, but when. Because ultimately, the quality of your customer portal partly how competitive you are in the B2B market.
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