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How Does an Online Tracking System Improve B2B Customer Experience?

by Milan Mathew

The world of business is developing day by day and staying updated on the new trends is inevitable. When considering B2B or B2C, Customer Experience or in short CX is highly essential.  

Business Models - iScripts

B2B and B2C

B2B and B2C are the most common terminologies used in the sales and marketing fields nowadays but what do they actually mean? Introducing the terminologies, B2B is the abbreviation for Business to Business and B2C, Business to Consumer. B2B is a form of business transaction which involves buying and selling between a manufacturer and a wholesaler or a wholesaler and a retailer whereas B2C transactions involve selling the products or services directly to the end-users or consumers.

Let’s consider a generic topic to understand these terminologies better. We all do visit the grocery stores or supermarkets at least once a week. The products placed at these stores from fruits and vegetables to the personal care and electronic and stationery products are all bought from other suppliers such as farmers (manufacturers) or wholesalers. This is a simple example of a B2B relation. Whereas, when you buy a product from the store it creates a B2C relation including the store and you as its participants. With the onset of online technologies the range in which such businesses can extend to have increased tremendously. Apart from purchasing directly from shops people nowadays buy products online from e-commerce platforms which also provide fast deliveries. We now have provisions to not only communicate, sell and buy from within a country but also indulge in such activities with foreign countries as well. All thanks to the advancements in technology.

Types of B2B

With this increasing scenario in B2B, the importance of Customer Experience has become the highest factor that determines the sale and profit margin of the product for the manufacturers or wholesalers. The different types of B2B resources can be broadly classified into the following:

  • Company websites
    Websites providing details about the services provided by an agency to business. For example, marketing solutions, audit services, etc.
  • Product or resource suppliers
    Here one business provides products or resources to another at the desired price from a warehouse or godown. For example, a construction company buys the required building materials like steel, cement, pipes, etc from a construction material supplier and hires labourers or employees from a hiring agency.
  • Information sharing/ Broker websites
    Such websites provide information on other business and their services to another such as business listing websites.

Until a few years back, entrepreneurs focused primarily on price-led marketing for creating brand value but the plot has now changed with them touting to value-centric approaches to retain the customers and create brand awareness.

Let us now consider another simple example. We all love pizzas and having pizza delivered at your doorstep hot and fresh is just what you would like it to be, right? Pizza delivery is nowadays made in less than 30 minutes. The customer that is you in this example will be extremely satisfied if you receive the pizza fresh and hot within the mentioned time. And in addition, when the pizza is tasty and mouth relishing you would definitely want to rate the business a 5-star, isn’t it? This is where value-based approaches for better CX or Customer Experience has its importance. Quality products and timely delivery with appreciable and uninterrupted customer service are the major tokens to lead the CX game in B2B.

Customer Experience - iScripts

In formerly discussed B2B categories, for a customer to be content about the products or services he/ she receives will need a proper followup from the product/ service provider such as customer support or order tracking facility. In the comparison of B2B and B2C transactions, a major difference occurs in the quantity and price of the products purchased by the buyer. Hence, proper tracking of the products from the initial stage of the order i.e; enquiry, proposals, sales and delivery post-sales is essential. Even today, many of the top companies follow the conventional methods of tracking the services manually on paper and offline documents which has to change. The market is now flooded with such online order tracking software that you can equip along with your services to track each minuscule of the order placed.

Use of an Online Order Tracking and Delivery Software for better CX in B2B

We all love to shop but spending time at the shops and waiting in the long queues for billing can be tiring. E-commerce websites hence provide us with the ease of purchasing products online in the comfort of our home. Even the most common and popular e-commerce websites like Amazon and Flipkart have all installed an order tracking and delivery system that provides the details regarding the order, quantity, pricing, packing, shipment and delivery which increases our confidence in purchasing from such websites again.

Customer Satisfaction - iScripts

Implementing such value-based marketing strategies is the new trend that will create more lead conversions for your products and your brand. The online order and delivery tracking platforms help the customer to easily trace his/ her orders hence avoiding the struggles of calling the customer representatives for the details and status each time. This will in turn help in preventing the customers to be agitated related to the delivery and will hence benefit the brand value of your business.

In B2B, as the products are ordered in bulk and include a heavy financial investment, and passes along different stages as the former of pricing and permissions employing a real-time order tracking system can be beneficial in the long run. This real-time order and delivery tracking software include the products, its quantity, price details, order placement, billing, shipping and delivery details.

Recent studies have proved that around 78% of B2B buyers have preferred suppliers providing them with the facility of tracking and tracing their orders above the ones that do not. People prefer to have transparent and professional dealing with the provider to make sure they have invested in the right hands. A real-time online tracking and delivery platform has many advantages with a few major ones listed here. The application helps in keeping the customers updated on the following:

  • The items in the order (easy to cross-check for any missing or extra items in the order).
  • The billing details (from enquiry, pre-sales and post-sales).
  • The order status (such as in progress, packed or shipped).
  • The delivery status (reached the delivery hub and out for delivery).
  • Delivery time and route used by the delivery person.
  • Post Sales Customer Support.

Implementing an online tracking system will help in gaining the customer’s trust which will help in efficient customer retention for your business. If you are still on the lookout for an effective and user-friendly online order tracking and delivery software, you have reached the right place!

Let your customers now feel confident in buying your brand with these simple steps to apply in your business. A trustworthy and professional brand is always a customer favorite and happy customers are our profit!

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