Benefits of Online Customer Service via ERP Integrated Portal for Wholesale Distributors
Wholesale distributors are facing increasingly competitive markets and customers that expect more convenience and faster service. To stay ahead of the competition and provide superior customer service, wholesale distributors are turning to online customer service portals tightly integrated with their ERP systems.
In this article, we will explore the benefits, cost savings, and enhanced customer experience distributors can achieve by offering online customer service via an ERP integrated portal.
Real-time Information Sharing
One of the most significant benefits of an online customer service portal integrated with an ERP system is the ability to share real-time information with customers. This includes pricing and inventory availability, which can be updated automatically, providing accurate and timely information to customers. By offering real-time information, distributors can improve communication and build trust with their customers.
Higher Customer Satisfaction
By providing customers with easy access to real-time information and the ability to manage their accounts online, wholesale distributors can increase customer satisfaction. A study by NetSuite found that 51% of B2B customers desire more online functions, and 44% expect personalized content and experiences. An online customer service portal can provide customers with a personalized and streamlined experience that can lead to higher customer retention rates.
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An online customer service portal integrated with an ERP system can provide customers with 24/7 access to their tracking and account information. This can include order history, shipping details, and account balances. By offering this information online, customers can quickly and easily access the information they need, reducing the need for phone calls and emails to customer service representatives.
Cost Savings
Offering online customer service via an ERP integrated portal can also lead to significant cost savings for wholesale distributors. By providing customers with easy access to their account information and real-time inventory availability, distributors can reduce the number of phone calls and emails to their customer service department. This can lead to a reduction in staffing requirements and can free up resources to focus on other aspects of the business.
Negative Aspects of Traditional Customer Service
Wholesale distributors that rely solely on phone-based customer service during business hours can face challenges that negatively impact their business. Customers may be unable to reach customer service representatives due to long wait times, resulting in frustration and lost sales. Additionally, managing customer service emails can be challenging, with requests easily being overlooked or lost in the inbox.
Other Benefits of Online Customer Service
In addition to the benefits already mentioned, an online customer service portal integrated with an ERP system can provide wholesale distributors with other advantages, including:
- Streamlined order processing, reducing errors and improving efficiency
- Ability to offer online payment options, improving cash flow and reducing collection time
- Improved communication with customers through automated email notifications and updates
- Increased customer loyalty through personalized marketing and promotions
- Improved inventory management through real-time inventory tracking and alerts
The Changing Demographics of B2B and Wholesale Distribution Space
The B2B and wholesale distribution space is evolving, and distributors must adapt to stay competitive. One significant change is the shift towards younger decision-makers who are more comfortable with technology and expect more convenience and speed in their interactions with suppliers. A study by PwC found that 73% of B2B buyers use mobile devices to research products or services, and 81% expect the same level of service on mobile as they do on desktop.
Conclusion
Offering online customer service via an ERP integrated portal can provide wholesale distributors with numerous benefits, including real-time information sharing, higher customer satisfaction, and cost savings. Wholesale distributors that adapt to changing customer expectations and provide superior online customer service can gain a competitive advantage and improve their bottom line.
Statistics cited in this article were sourced from:
PwC:
https://www.pwc.com/us/en/library/press-releases/2018/pwc-us-b2b-report-2018.html