More and more manufacturers are looking for the direct route to the customer. Price transparency and price pressure increase with every new competitor. B2B wholesalers who cannot convince with innovative services and an exceptionally convenient shopping experience will have a hard time.
Private customers often sit on the couch with their smartphone or tablet and seek inspiration for their next purchase. The procurement process for business customers is significantly more complex – communication channels and approval processes need to be adhered to, cost centres need to be taken into account.
Nevertheless: companies are only humans as well!
Successful B2B e-commerce hardly differs from B2C e-commerce in terms of customer experience. Especially with the ongoing generational shift, wholesale and business customers also expect a digital user experience that simplifies the already complex procurement processes instead of making them even more complicated.
Successful digital wholesale is more than just a B2B online shop. Modern tools offer wholesalers many opportunities to better understand customers, serve them faster and thus strengthen customer loyalty. They transfer processes, strategies, consulting services and customer focus from analogue to digital.
With their online offensives and the integration of modern technologies, wholesale companies such as our clients hagebau, BayWa and PRECITOOL not only respond to changing user expectations, but also reduce internal costs and the workload of their employees.
We support you in setting up and managing your digital services so that you can offer your target group not only products, but also real solutions in the future.
Make Business Customers Happy: Digitally Mapping Approval Processes
An e-commerce platform that takes into account the complexity of the procurement process for business customers increases user satisfaction while at the same time reducing the workload of your sales and service staff.
We are happy to implement an online shop for you that enables your customers to create multi-user accounts for efficient workflows. Thanks to an integrated rights and roles system, your customers can decide for themselves which employees can select products and who can then approve them for purchase.
Customer-specific prices and region-specific delivery conditions can also be taken into account in your e-commerce system.
The Best of Both Worlds: Connected Retail for B2B
Whether it is an online availability check followed by a visit to the store or a personal consultation session that leads to an online purchase: a mix of channels has now become the norm for customers. The next stage in the development of cross-channel retail is called connected retail and describes the increasing connection of brick-and-mortar stores and digital tools without customers noticing that they are switching channels.
Augmented reality, for example, visualises products and their use in brick-and-mortar stores. Thanks to a fully automated 24-hour shop, orders for immediate needs can be placed via the app and then collected at any time of the day or night. The basic prerequisite for this is a well-interconnected system landscape consisting of e-commerce, PIM and CRM systems.
Stay Ahead of the Market: Inspiring Customers with Innovative Services
New technologies offer wholesalers various opportunities to retain customers by means other than price and range of products.
For example, you can simplify the reordering of consumer goods through delivery subscriptions, photographing, voice command or fully automated thanks to sensor technology in the warehouse. Innovative applications that make everyday work easier for your customers, such as measuring apps, DIN product finders, planning apps and quantity calculators, ensure that customers choose your online shop over those of your competitors. Our digital consultants work with you to develop innovative offers for your target group and create the necessary technical prerequisites together with our development teams.
Build Valuable Customer Relationships: Smart Solutions for Your Sales Department
Even in the digital age, the success of wholesalers largely depends on being able to build customer relationships and maintain them in the long term. Whether it is customer acquisition or management of existing customers: in order to identify sales opportunities at an early stage, it is crucial that the processes of your marketing, sales and service departments do not run in isolation from each other, but together.
To achieve this, you need a platform to which all these teams have access. This is the only way to get a 360-degree view of your customers’ interactions with your company. You will also be able to respond better if service is required and recognise potential for cross-selling and upselling more quickly. Our customer relationship management experts are happy to advise you.
Use the Full Potential of Your Wide Range of Products: Intelligently Managing Product Data
Detailed product information is important for 80 per cent of customers. However, only 24 per cent of wholesalers have it on their agenda. Thanks to modern solutions, it takes little effort to process product data in a uniform manner and then make it available to your own marketing and sales channels, such as online shop or print catalogue, in high quality.
Smart solutions for supplier onboarding can also significantly simplify coordination processes between suppliers, customers and product managers. Excel spreadsheets are now a thing of the past. Our PIM, MDM & DAM experts are happy to assist you in selecting and implementing a suitable system.
Remain Visible: More Customers Thanks to SEO, SEA, Display Ads and Product Listing Ads
The best service, the lowest price and the widest range of products are of no use if your products cannot be found on the sites that more and more customers are using to search for them: Google, Amazon and online comparison portals. This makes it all the more important to take advantage of the opportunities offered by search engine advertising, search engine optimisation and product data marketing.
Our certified experts have extensive know-how in the various digital marketing disciplines and are happy to assist you in effectively increasing your reach. Get to know us! Contact us for a free initial consultation session without obligation and get some inspiration as well as concrete tips.