BIGCOMMERCE B2B Order Management Brugervejledning
E-handel has transformed the world of retail. Lured by the convenience of mobile shopping and promises of same-day delivery, more consumers purchase orders from ecommerce marketplaces over brick-and-mortar stores.
Nu, B2B buyers want to get a piece of the action.
In 2021, B2B ecommerce grew 10.7 %, reaching $1.7 trillion in U.S. sales revenue, and was estimated to generate more than $3 billion by 2027.
But B2B buyers don’t just want access to buying goods online. From multikanal engagement to stress-free returns, B2B purchasers expect the same seamless experience as consumers. Some needs overlap, but B2B and B2C differ in order volume, conversion turnaround, delivery options and more.
Meeting diverse customer requirements with scattered tools and software systems can be challenging. The customer journey can involve as many as 39 applications, leaving your business vulnerable to mistakes and inconsistencies.
Accounting software, EDI, field reps, customer service agents, spreadsheets and ecommerce platforms. Does that sound familiar to you?
The good news is that you no longer have to work that way. With the proper order management system, you can streamline your order and fulfillment process, track inventory levels and shipments and add a personal touch that your customers will appreciate.
It’s time to become a B2B company of the future. Here’s how implementing an order management system will help you overcome common challenges that will save time and money, improve efficiency and buyer loyalty and give you and your customers an added level of transparency.
Hvorfor virksomheder har brug for B2B-ordrestyringssystemer
Glade kunder bruger penge og genbestiller produkter. Efterspørgslen fra B2B-virksomheder er højere, og det kan være dyrt at ikke leve op til forventningerne.
Without an efficient process, you may fail to deliver on your end of the promise. Multiple channels require a unified view of orders, customer information, inventory insights and performance reporting that’s slick and effective.
Salgskanaler er svære at følge med i.
Nye online salgskanaler betyder flere muligheder for at tjene penge. Det kan dog komme med en omkostning. Yderligere ordrer kan øge arbejdsbyrden og skabe forsinkelser og fejl, da du kæmper med at opfylde lager- og forsendelseskrav fra e-handel, telefon og personlige kanaler.
Lagerbeholdningen løber ofte pludselig tør.
B2B customers take time to find the right products and vendors, so receiving an out-of-stock product notification after submitting an order is frustrating.
Uden et system, der giver overblik over lagerbeholdningen, risikerer du uoverensstemmelser i lagerbeholdningen og forsendelserne, der kan efterlade hylderne tomme og resultere i leveringsforsinkelser, især i spidsbelastningsperioder. Implementering af den rigtige teknologi giver dig mulighed for at allokere og reservere lagerbeholdning på tværs af salgskanaler uden at under- eller oversælge produkter.
Data og information kan være spredt og vanskelig at håndtere.
I løbet af de tidlige stages of business, it’s common for teams to operate using disparate technologies and software to manage orders, often encompassing a B2B ecommerce platform, standalone order management software and an accounting tool.
However, this approach is insufficient for long-term business success as it creates data silos that produce false information. You need a holistic view af dine oplysninger til præcis rapportering i realtid, der leverer opdaterede økonomiske, salgs- og kundeprognoser.
Buyers find your current system difficult
Your customers want hassle-free order updates and communication, answers to their questions and accurate shipment and delivery status. If your system makes accessing this information diifficult or time-consuming, customers will seek a more straightforward process from your competition.
Easy and efficient systems improve customer care, trust in your brand and lifetime value.
Typer af B2B-ordrehåndteringsløsninger
Når du evaluerer ordrehåndteringsløsninger, skal du overveje, hvad der vil fungere for din virksomhedsstørrelse og branche for at hjælpe dit team med at gå fra bekræftelse til opfyldelse.
I sidste ende har du brug for et system, der tilpasser sig din strategi, forbedrer arbejdsgange og skalerer din virksomhed.
Standalone order management soware (OMS).
Standalone order management software is the most common solution for B2B companies. The reasonably priced option is often paired with accounting and ecommerce platforms and works well for small to mid-sized businesses.
This approach creates a viable purchasing strategy. It helps centralize sales and purchases across multiple channels, improving insight into stock availability and future inventory demands.
Men et selvstændigt OMS udgør en udfordring, når man forsøger at koordinere og indtaste data på tværs af afdelinger, så adgangen til information i realtid er begrænset. Integration af løsningen med anden teknologi – såsom forsendelses-, ordreopfyldelses- og regnskabsværktøjer – kan forårsage forstyrrelser eller kompatibilitetsproblemer.
ERP-software (Enterprise Resource Planning).
ERP software provides your business with integrated applications that comprehensively handle inventory order, financial, payroll, human resources, CRM, warehouse, customer management and logistics. It creates a consistent process for overseeing operations, team members, customers and vendors.
But the software can be costly and isn’t the best option for a smaller business. It can’t be customized to meet your specific business or industry needs, wherein you may pay for unnecessary features and functionality.
ERP software also has a steep learning curve which may require substantial time and resources to implement and integrate the system.
Detailhandels- og B2B-driftsplatforme.
This solution combines ERP software’s functionality with a standalone OMS’s intuitiveness. Designed for the specialized demands of the B2B retail and wholesale industry, you can import and export products, manage orders, sell, ship, track orders and inventory and manage marketing strategies, customer care and information storage.
The solution meets industry best practices and provides a unified, automated buying experience.
With less functionality of traditional ERP software, such as human resource and payroll features, the system takes one-third of the time to launch.
Sådan fungerer B2B-ordrehåndtering
The B2B order management process involves everything after your customer completes checkout, encompassing fulfillment, packaging and shipping. How you approach each step in the process, from confirmation to completion, can make or break a customer experience.
The overall process generally consists of the following steps:
Ordrebekræftelse.
Når en kunde bestiller via telefon eller online, indsamles oplysningerne manuelt eller automatisk. Kunden modtager en bekræftelse på kvitteringen via e-mail, sms eller papir.
Liste over ordrehåndtering.
Dine kunders oplysninger indtastes på en liste til opfølgende kommunikation vedrørende forsendelse eller marketingretargeting.
Produktion/emballering.
The distribution center reserves and assigns products for order allocation using manual processing or automation. The purchase goes to the warehouse for pickup, packaging and shipment.
A backorder is created for out-of-stock items and the inventory data is updated to indicate the change in product availability. When an item is out of stock, be sure to communicate that to the customer immediately.
Forsendelsesmeddelelse.
Kunderne får besked om, at deres pakke er afsendt og på vej til den angivne adresse. Kommunikationen er ærlig og ligefrem for at afbalancere kundernes forventninger.
Ordreopfyldelse.
The order is delivered and received by the customer efficiently and promptly.
The process will mirror the above steps in reverse order for returns, exchanges and refunds. The customer receives confirmation of order tracking and receipt of returned goods and credits. Provide self-service order status, shipping and returns when possible.
Vigtige måder B2B ordrehåndtering kan styrke onlinebutikker
Efficient order management can transform common challenges into profitable opportunities. For businesses that complete more than 100 orders daily, a seamless operation will help you customize and automate your process and avoid potential crises.
Administrer ordrer på tværs af alle salgsplatforme.
Accept orders at every touchpoint, including site locations, facilities and digital channels and process information in one place. Whether you opt for a multichannel or omnichannel workflow, you can save your team members time.
Instead of your sales reps running from channel to channel to create orders, update items and payments and assess inventory management, they can capture information from every platform.
Bliv papirløs.
A B2B order management software reduces paper usage, ink, printer and equipment maintenance costs. A cloud-based platform provides the tools to communicate via email or other online channels and access consolidated digital data for better process flow.
The eco-conscious solution will also appeal to your environmentally-driven customers.
Centraliser data på tværs af flere kanaler.
Multiple channels shouldn’t result in varied data. No matter where and when customers complete their orders, a management system will combine all data entries in a central location, giving your customer sales team access to the most accurate information.
With insights into inventory fluctuation, accounting and warehouse management, your sales reps have the power to provide personalized customer service.
You can also leverage information for lead generation and marketing strategies.
Reducer kompleksiteten i forsyningskæden.
The right system will ensure customers have the accurate status of inventory levels and order transit, location, expected time of arrival and details about any delays.
You can share insights into every stage of your supply chain — warehouse, store locations, third- party logistics (3PL) providers and fulfillment centers.
The less time your team members spend scouring data sources, calming customer complaints and putting out fires that arise from poor inventory visibility, are hours they can invest in other areas of the business.
Spor ordrer og hold kunderne glade.
Sometimes customers change their minds, and orders or invoices must be updated quickly. With streamlined technology, you can make amendments no matter where the order is in the order management process.
B2B customers may also become insecure if they don’t receive timely updates. Transparent order status update eases customer uncertainties.
It will save your operations the headache of a costly miss-shipment.
Furthermore, customers can better plan their sales process and strategize goals.
Opfyld købernes høje standarder gennem tilpasning.
B2B customers spend significant money with your company and want to feel valued. They desire a customized experience that meets their specific requirements.
Custom delivery and billing communication build trust and let customers know they aren’t just one of many.
Få ordrer hurtigere ud af døren.
Integrated order shipping and management equips team members to share data quickly and ship orders fast. Automating each step of your order management process with real-time data — order fulfillment, inventory insights and shipment updates — gets your orders in your customer’s hands faster and strengthens customer satisfaction.
Problemer med B2B-ordrestyringssystemer, der skal overvåges
As technology advances, the importance of B2B ecommerce continues to become a significant channel for business. Still, some challenges can make processing orders and meeting customer expectations difficult.
Vær opmærksom på og overvåg løbende disse bekymringer gennem hele din ordrehåndteringscyklus. De er måske ikke et problem nu, men de kan skade fremtidig forretning.
EDI-krav kan være udfordrende.
Det smarte ved elektronisk dataudveksling eller EDI er, at du kan udveksle dokumenter og transaktioner, såsom indkøbsordrer, fakturaer og leveringsbekræftelser, mellem handelspartnere i et hurtigt og sikkert elektronisk standardformat.
Det er en praktisk, papirløs løsning, der understøtter synkroniseret kommunikation og fjerner behovet for manuel informationsudveksling såsom papir eller faxer. Men et standardformat er ikke nok for større eller mere etablerede virksomheder.
De ønsker et format, der er kompatibelt med deres interne systemer, og som kræver færre penge, tid og ressourcer til at behandle ordrer.
Globale forsyningskæder er komplekse og voksende.
The B2B buying cycle is more intricate than B2C retail. There isn’t one way to fulfill and complete global shipments. Your business may opt for the traditional in-house supply chain process, third- party logistics (3PL) providers or dropshipping.
En dropshipping-opfyldelsestjeneste modtager ordrer og forsendelser efter anmodning fra en leverandør eller producent. De fungerer som stille partnere, administrerer ordrer og sender og leverer varer med dit brand, uden at kunden ved det.
Med en 3PL modtager en logistikudbyder regelmæssig lagergods og håndterer forsendelse, returnering, spedition og ordrebehandling.
Hver metode letter dit team for noget af ordrebehandlingsansvaret, men ledsager også en række unikke udfordringer, der kan hindre vellykket ordreopfyldelse.
Using order management, you can efficiently route items throughout the entire flow of your supply chain.
Multikanalsalg sammen med en stigende efterspørgsel efter onlineshopping.
Simultaneously fulfilling orders online and across channels can cause stock deficiencies, inventory misrepresentation and delivery delays in a siloed system. It may also exhaust your team’s ability and resources to meet rising demand, resulting in missed leads and strained customer relationships.
This challenge is particularly concerning for hybrid retail and B2B businesses that process online orders for diverse customer personas. From occasional, large orders from B2B customers with longer buying cycles and small, recurring purchases for B2C consumers with shorter lead times.
Not having an efficient system can hinder your ability to provide timely product deliveries that meet the satisfaction of your customers and distributors.
Køberne har høje standarder.
B2B customers purchase recurring, expensive bulk orders. There’s added value for your business, and the customer wants more for their money. They have higher product quality expectations, know what they want and aren’t likely to be forgiving of mistakes. A poor first impression could damage weeks of lead nurturing.
While B2B customers want the same frictionless site navigation, speedy checkout experience, fast shipping options and informed customer service as B2C customers.
They may also need face-to-face sales meetings, tailored pricing, customized services and simple order processing. Failure to meet these dual demands can result in order returns, chargebacks and canceled contract agreements that negatively impact your bottom line.
Forretningsbehov er forskellige fra forbrugernes behov.
Your B2B customers may have the same level of expectations, but they have different needs. You may not be able to accommodate every requirement. But be prepared to support any combination of attractive pricing, bulk orders and discounts, back orders and pre-orders, diverse payment and delivery options, in-person, online and field orders, self-service features and transparent communication updates.
Det sidste ord
Manual processing will only get you so far, often leading to deficiencies as your business scales. An order management system unifies all sales channels with a customer-facing system that delivers value and equips team members with access to a centralized platform.
An efficient system empowers agents with reliable data on the front end to manage and edit existing sales orders in only a few clicks. Merging your front-end marketing, conversion and customer acquisition with backend logistical management improves process flow, reduces errors and saves money.
Mix in the ability to share order numbers, confirmation, inventory updates and shipment notifications and you’ll be no match for the competition.
Ofte stillede spørgsmål om B2B-ordrehåndtering
Hvordan adskiller B2B e-handelsordrehåndtering sig fra B2C?
B2B orders are larger and more expensive than the average consumer order. The buying cycle is extensive and may involve EDIs and RFPs, which increase complexity and the chance for errors detrimental to customer relationships. The common goal for both B2C and B2B order management is to reduce the legwork and resources needed to move goods from point A to B.
Kan B2B2C bruge ordrestyring?
B2B2C companies can use order management to streamline sales from all platforms, including inventory availability across channels, tracking orders and providing detailed delivery updates for your locations and third-party logistics (3PL) providers.
Hjælper B2B-ordrehåndteringsværktøjer med at behandle ordrer hurtigere?
B2B order management tools remove the need for manual processing and fulfillment, automating your flow to complete orders faster and more efficiently.
Vil du vokse din store eller etablerede virksomhed?
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